Business

Communication

and

Etiquettes
 Course
Course
S. Reference
Name
NameParticulars Slide
No. No. From – To
1. Chapter 1 Communication in Workplace 05 – 29
2. Chapter 2 Communication Skills: Verbal and Non- 30 – 46
verbal
3. Chapter 3 Organisational Communication 47 – 65
4. Chapter 4 Fundamentals of Business Writing 66 – 84
5. Chapter 5 Indirectness in Persuasion and Sales 85 – 103
Messages
6. Chapter 6 Public Speaking 104 – 110
7. Chapter 7 Oral Communication 111 – 119
8. Chapter 8 Technology-enabled Communication 120 – 136
9. Chapter 9 Personal Etiquette and Grooming 137 – 170
1– 2
 Course
Course

Introduction
Introduction
Communication comes from the Latin word ‘communis’ which
means ‘common’, thus, if a person effects communication, it
implies that he establishes a common ground of understanding.

 As per Koontz and O’ Donell, communication is the transfer of

information from one person to another, irrespective of whether or
not it elicits confidence.

 Communication is not only a pivotal part of our personal lives

but also professional.
Cont….
1– 3
 The communication that leads us to triumph on the various
business parameters which help carry out business, is called
Business Communication.
 Business Communication entails verbal, non-verbal or written
communication in its various forms, within or outside one’s
organization that helps maintain professional relationships.
 Business Communication serves as a crucial medium in making
or breaking a deal.
 Therefore, to excel in the art of doing business, one must make
oneself well-versed in the art of business communication to
attain organisational goals.
1– 4
 Communication in
Communication in
Workplace
Workplace
S. No. Reference Particulars Slide
No. From – To
1. Learning Objectives 06 – 06

2. Topic 1 Introduction – What is 07 – 07

Communication?
3. Topic 2 Role of Communication in Business 08 – 10
4. Topic 3 Importance of Communication Skills 11 – 13
5. Topic 4 Forms of Communication 14 – 17
6. Topic 5 Formation and Sending of Response 18 – 23
7. Topic 6 7 Cs of Good Communication 24 – 24
8. Topic 7 Barriers to Communication 25 – 27
1– 5 9. Topic 8 Summary 28 – 29
Learning Objectives

After studying this chapter, you should be able to:

 Understand the role of communication in business as explained

by Peter Drucker

 Know the needs of businesses to communicate

 Understand the importance of communication skills

 Describe various forms of communication

1– 6
Introduction – What is Communication?
Communication has been defined as “the transfer of information from one

person to another, irrespective of whether or not it elicits confidence.”

Koontz and O’ Donell

1– 7
Role of Communication in Business

 Peter Ferdinand Drucker (November 19, 1909–November

11, 2005) was an Austrian-born American management
consultant, educator, and author, whose writings added to the
philosophical and practical foundations of the advanced business
corporation.

 “For managers in the organization, the ability to express

oneself is perhaps the most important of all the skills a person
1– 8 Cont….
can possess.”
According to Drucker, there are three dimensions to being an effective

communicator in all spheres of management. They are as follows:

 Communication With Your Directs

 Communication With Your Peers

 Communication With Your Boss

Cont….
1– 9
Success of Communication is the Success of Business

 Basis of planning

 Basis of decision making

 Creating coordination and cooperation

 Establishment of effective leadership

 Development of human relations

 Helpful in building image

 Helpful in achieving peace and effective control

 Leading to high morale and motivation

 Unseen infrastructure of an organization

 Helpful in delegation of authority.

1– 10
Importance of Communication Skills
Here are enlisted some reasons why communication skills are so important:

 Good communication passes information along.

 Good communication makes good relationships.

 Good communication helps you get what you

need.

 Good communication gives you self-esteem.

 Good communication helps you to think better.

 Good communication makes peaceful

Cont….
1– 11
Listening in Communication

 Importance of Listening

 Listening versus the Sense of Hearing

 Listening as Behaviour

 How to be a Good Listener?

 What Speakers can do to Ensure Better Listening?

Cont….
1– 12
 DISTINGUISHING GOOD LISTENERS FROM BAD LISTENERS
To Listen Effectively To Listen Effectively The Good Listener

1. Find area of interest Tunes out dry subjects Opportunizes; asks,” what
is in it for me?”
2. Judge contents, not delivery Tunes out if delivery is poor Judges content; skips over
delivery errors
3. Hold your fire Hold your fire Doesn’t judge until
comprehension is
complete; interrupts only
to clarify
4. Doesn’t judge until Listens for facts Listens for facts
comprehension is complete;
interrupts only to clarify
5. Be flexible Takes extensive notes using Takes fewer notes, uses
only one system four to five different
systems, depending on
speaker
6. Work at listening Shows no energy output; Works hard; exhibits
fakes attention active body state
7. Resist distractions Is distracted easily Fights or avoids
distractions; tolerates bad
habits; knows how to
concentrate
8. Exercise your mind Resists difficult expository Uses heavier material as
1– 13 material,
Source: C.L. Bovee and J.V. Thil. Business seeks light,(New York: McGraw,
Communication exercise for the mind
1995)
571 recreational material
Forms of Communication
In broad sense, communication in business is of three forms –

1. Internal–operational Communication

2. External–operational Communication

3. Personal Communication

Cont….
1– 14
 Personal Communication

Cont….
1– 15
Detailed Study Of The Forms Of Communication

 One-way Communication and Two-way Communication

 Verbal Communication and Non-verbal Communication.

 Formal Communication and Informal Communication.

 Interpersonal Communication and Intrapersonal Communication

 Group Communication

 Public Communication

 Mass Communication

Cont….
1– 16
 EXTENT OF NON-VERBAL COMMUNICATION
Management Impact Types of Communication

55 percent Facial expression, body posture, gestures

7 percent Words

38 percent Tone of voice and inflection

Non-verbal communication speaks much louder than words.

“A Cry of Agony is more Powerful than a Tale of Woe”.

1– 17
Formation and Sending of Response

The two-way communication process is superior to one-way communication

in the following respects:

 Two-way communication is more effective than one-way communication.

 Receivers’ self-confidence is higher in case of two-way communication

as they are permitted to ask questions and seek clarification from the

senders.

Cont….
1– 18
 THE SEQUENCING OF PROCESS OF COMMUNICATION
Ideation Encodin Transmissio Receiving Decoding Action
g n
Conceivin Encoding Transmission Receiving of Decoding Behaviour
g the of the the the or action on
of the idea message message message by message the
by the the receiver message
sender
or source

Cont….
1– 19
Basic forms of business communication are as follows:

 Face-to-face meeting with clients

 Large formal business meetings

 Production of clear message through letters, faxes, e-mail, etc.

Cont….
1– 20
 The Communication Process

Cont….
1– 21
 The Steps of Communication Process

Cont….
1– 22
Elements/Concepts or Components of the Process of

Communication

 Message

 Sender

 Encoding

 Medium and Channel

 Receiver

 Decoding

 Feedback

1– 23
 7 Cs of Good
Communication
1. Completeness

2. Conciseness

3. Consideration

4. Clarity

5. Concreteness

6. Courtesy

7. Correctness

1– 24
 Barriers to Communication

 Why Communication Barriers?

 Causes for Miscommunication

 Overcoming Barriers in Communication

 Measures to Overcome Barriers in

Communication

Cont….
1– 25
 Concepts of Barrier

Cont….
1– 26
 Noise as Barrier

1– 27
Summary

 Good communication is the basis of successful relationships, both

personal and professional.

 In this chapter, we have understood business communication and its

importance as per the view of Peter Ferdinand Drucker who was a

management consultant, educator, and author.

 In today’s competitive world, communication skills in business are the

most desired quality of an educated person.

Cont….
1– 28
 Here, we also get to know the role of communication skills in students’

career. Forms of communication skills have also been elucidated in this

chapter.

 There are 7 C’s of effective communication which are relevant to both

written as well as oral communication. These are: Completeness,

Conciseness, Consideration, Clarity, Concreteness, Courtesy and

Correctness.

 The roadblocks to communication denote anything that interferes in the

communication process as a consequence of which the message may

not be received by the receiver as was intended by the sender. The

barriers may also be defined as obstructions or blockades or hurdles,

1– 29
 Communication Skills
Communication Skills –– Verbal
Verbal and
and Non
Non ––
Verbal
Verbal
S. No. Reference Particulars Slide
No. From – To
1. Learning Objectives 31 – 31

2. Topic 1 Introduction 32 – 32
3. Topic 2 Verbal Communication 33 – 33
4. Topic 3 Oral Communication 34 – 36
5. Topic 4 Written Communication 37 – 38
6. Topic 5 Verbal Communication Skills Worth 39 – 40
Mastering
7. Topic 6 Non-verbal Communication 41 – 45
8. Topic 7 Summary 46 – 46
1– 30
Learning Objectives

After studying this chapter, you should be able to:

 Discuss the concept of verbal communication

 Explain the concept of oral communication

 Describe the concept of written communication

 Understand the concept of non-verbal communication

1– 31
Introduction

 Verbal communication is simply the communication that is expressed

through words. Verbal communication is vital to healthy relationships,

businesses and groups.

 Non-verbal communication is more important than you might think. Also

called body language, non-verbal communication takes place frequently

and sends strong messages to the people you come into contact with.

1– 32
1– 33
Oral Communication
In oral communication, spoken words are used. It includes face-to-face
conversations, speech, telephonic conversation, video, radio, television,
voice over internet.
Advantages of Oral Communication
 Immediate Feedback
 Time Saving
 Economical
 Personal Touch
 Flexibility
 Secrecy
 Group Communication
 Effectiveness
Cont….
1– 34
 Disadvantages of Oral

Communication

 Poor Retention

 No Record

 Time Consuming

 Misunderstanding

 Lengthy Messages

 Lack of Responsibility

 Imprecise

Cont….
1– 35
 How to Make Oral Communication
Effective?
 Clarity

 Brevity

 Precision

 Right words

 Avoid Hackneyed Phrases and Clichés

 Understand the Listener

 Natural Voice

 Logical Sequence

 Conviction

1– 36
Written Communication

In written communication, written signs or symbols are used to

communicate. A written message may be published or hand written.

Advantages of Written Communication

 Messages can be edited and revised many time before it is actually sent.

 Written communication provides record for every message sent and can

be saved for later study.

 A written message enables receiver to fully understand it and send

suitable feedback.

Cont….
1– 37
Disadvantages of Written Communication

 Unlike oral communication, written communication doesn’t bring instant

feedback.

 It takes more time in writing a message as compared to word-of-mouth

and number of people struggles with their writing ability.

1– 38
Verbal Communication Skills Worth Mastering

 Be friendly

 Think before you speak

 Be clear

 Don’t talk too much

 Be your authentic self

 Practice humility

 Speak with confidence

 Focus on your body language

 Be concise

 Learn the art of listening

Cont….
1– 39
Assertive Communication

 Being assertive is a core communication skill.

 Being assertive means that you express yourself effectively and stand

up for your point of view

 For success in any group talk, it is important to be assertive without

being aggressive.

 Being assertive can also help boost your self-esteem and earn others’

respect.

1– 40
Non-verbal Communication

 Non-verbal communication is the sending or receiving of wordless

messages.

 Non-verbal communication is all about the body language of speaker.

 Non-verbal communication helps receiver in interpreting the message

received.

Cont….
1– 41
Elements of Non-verbal

Communication

Appearance Body Language Sounds

Cont….
1– 42
Significance of Non-verbal Communication

Non-verbal communication cues can play five roles:

Repetition Contradiction

Accenting

Substitution Complementing

Cont….
1– 43
Types of Non-verbal Communication

Facial expressions

Body movements and posture

Gestures

Eye contact

Touch

Space

Voice
Cont….
1– 44
How Non-verbal Communication can go Wrong?

 It takes more than words to make satisfying, strong relationships.

 Non-verbal communication has a huge impact on the quality of your

personal and professional relationships.

Tips for Reading Body Language and Non-verbal

Communication

 Pay attention to inconsistencies

 Look at non-verbal communication signals as a group

 Trust your instincts

1– 45
Summary

 Verbal communication relates to the form of communication in which

message is transmitted verbally; communication is done by word of
mouth and a piece of writing.

 Oral communication means spoken communication or communication

through speech. A person learns to speak much before writing.

 It is difficult to decide which one is a more important form of

communication: written or oral.

 A written message may be published or hand written.

 In written communication, message can be transmitted via email, letter,

report, memo, etc.

 Non-verbal communication aids receiver in interpreting the message

received.
1– 46
 Organisational Communication
Organisational Communication
S. No. Reference Particulars Slide
No. From – To
1. Learning Objectives 48 – 48

2. Topic 1 Introduction 49 – 49
3. Topic 2 Meaning and Importance of Organisational 50 – 51
Communication
4. Topic 3 Communication Flows: Internal and 52 – 58
External
5. Topic 4 Communications Audit 59 – 62
6. Topic 5 PR (Public Relations) 63 – 64
7. Topic 6 Summary 65 – 65

1– 47
Learning Objectives

After studying this chapter, you should be able to:

 Discuss the meaning and importance of organisational

communication

 Explain the communication flows that are both Internal and

External

 Describe the concept of PR (Public Relations)

1– 48
Introduction

 Richmond and McCroskey (2009) described it as ‘the process by

which individuals induce meaning in the minds of other individuals, by

means of verbal and nonverbal messages in the circumstance of a formal

organisation’.

 An organisation is constituted of communication units in hierarchical

relations to each other and functioning in an environment.

1– 49
Meaning and Importance Of Organisational

Communication

 Organisation communication is defined as “a program that focuses on

general communication processes and dynamics within organisations.

 We defineorganisational communicationasthe sending and receiving of

messages among interrelated individuals within a particular environment or

setting to achieve individual and common goals.

Cont….
1– 50
Importance of Organisational Communication

Following are the reasons for the importance of organisational

communication:

 Directions of Communication

 Leading

 Rationalizing

 Problem-solving

 Conflict Management

 Gaining Compliance

1– 51
Communication Flows: Internal and External

Organisational Communication: Internal

 Downward Communication

 Upward Communication

 Lateral or Horizontal Communication

 Diagonal/Multi-directional Communication

 Grapevine Communication

Cont….
1– 52
 Flow of Horizontal Communication

Source: http://thebusinesscommunication.com/what-is-horizontal- Cont….

1– 53 communication/
 Types of Grapevine Communication

Source: http://communicationtheory.org/kinds-types-of-communication-employed-by-business-
organisations/

Cont….

1– 54
Organisational Communication: External

External/Public Communication (Official)

 Press releases, conferences and Speeches

 Advertising, marketing

 Letters, email and Blogs

 Meetings with community and other stakeholders, boundary spanning

Cont….
1– 55
External/Public Communication (Unofficial)

 Whistle-blowers, media leaks

 External grapevine

 Insider trading

 Industrial espionage/intellectual property theft

 Blogs, complaints/‘flaming’ websites

Cont….
1– 56
Patterns of Flow of Communication or Networks

It is of paramount importance that an organisation develops a pattern of

communication, so as to improve its effectiveness.

Patterns of Communication

 Wheel/Y

 Three-person wheel communication pattern.

 Four-person wheel communication pattern.

 Five-person wheel communication pattern.

 Five-person ‘Y’ wheel communication pattern.

Cont….
1– 57
 Circle

 Four-person circle communication pattern.

 Five-person circle communication pattern.

 All channel

 Four-person all channel communication pattern.

 Five-person all channel communication pattern.

Certain other patterns have also been observed, formulated and

experimented with, namely:

 Kite

 Chain

 Slash

1– 58
Communications Audit

Communications audit is a snapshot of an organisation’s communication

strategies, activities and programs.

Results of Communications Audit

 Review of existing communication policies, publications, and vehicles,

indicating strengths and weaknesses of each.

 Summary of comments of focus groups and interviews.

 Report of the employee survey results.

 Recommendations for strengthening your communication strategies and

programs.
Cont….
1– 59
Communications Audit Steps

Step 1: Determine key areas to be

audited.

Step 2: Choose your research

methods.

Step 3: Collect and evaluate your past

communications.

Step 4: Look outward: Query your

customers.

Cont….
Step 5: Look outward: Query your
1– 60 community.
 Step 6: Look inward: Query your staff and
volunteers.

Step 7: Analyse your media

coverage.

Step 8: Conduct a SWOT analysis.

Step 9: Think like a communications consultant.

Step 10: Put together a plan for future communications.

Cont….

1– 61
Benefits of Communications Audit

 It helps build support for your communication/HR/or organisation change

Initiative.

 It demonstrates your commitment to improving communication

throughout the organisation.

 It demonstrates your willingness to listen and to respond to employees

and other stake-holders’ views – a key step in building positive relationship,
creating credibility and fostering mutual trust.

 An audit will find out what major segments of employees / stake-holders

think about the organisation’s communication and initiatives.

 An audit will deliver practical recommendations for improving

communication in the organisation.
1– 62
PR (Public Relations)

 Constructing awareness and a favourable image for a company or client

within stories and articles found in relevant media outlets.

 Closely supervising numerous media channels for public comment about

a company and its products.

 Managing crises that threaten company or product image.

 Building goodwill among an organisation’s target market through

community; benevolent and special programs and events.

Cont….
1– 63
Public relation experts must ensure:

 Message reaches the receiver (public) in its correct form.

 Audiences agree to the message

 They respond accordingly and give necessary feedbacks.

1– 64
Summary

 Organisational structure influences communication patterns within an

organisation.

 Communications flow in three directions – downward, upward, and

horizontally.

 Downward communication consists of policies, rules, and procedures that

flow from top administration to lower levels.

 Upward communication consists of the flow of performance reports,

grievances, and other information from lower to higher levels.

 Horizontal communication is essentially coordinative and occurs between

departments or divisions on the same level.

 External communication flows between employees inside the organisation

and
1– 65 a variety of stakeholders outside the organisation.
 Fundamentals of
Fundamentals of Business
Business
Writing
Writing
S. No. Reference Particulars Slide
No. From – To
1. Learning Objectives 67 – 67

2. Topic 1 Introduction 68 – 68
3. Topic 2 Business Writing Basics 69 – 74
4. Topic 3 Adapting to Multiple Readers 75 – 76
5. Topic 4 Steps of the Business Writing Process 77 – 77
(BWP)
6. Topic 5 Strategies for Achieving an Effective 78 – 82
Business Writing Style
7. Topic 6 Summary 83 – 84

1– 66
Learning Objectives

After studying this chapter, you should be able to:

 Discuss the business writing basics

 Describe the adapting to multiple readers

 Explain the steps of the Business Writing Process (BWP)

 Highlight the strategies for achieving an effective business writing

style
1– 67
Introduction

 Writing is a mode of communicating a message for an intended

outcome.

 Writing shows one’s ability to think clearly and to use language

effectively.

Business writing need to be:

 Purposeful

 Economical

1– 68
Business Writing Basics

Basically, there are three basic objectives to business communications to:

 Provide a report or response (here’s what was done, or here’s what

we found out);

 Issue a directive (do this); and

 Persuade to action (we should do this).

Cont….
1– 69
Adaptation of Words

 Identify the Audience

 Determine the Size and Composition of the Audience

 Analyse the Audience’s Reaction

 Determine the Audience’s Level of Understanding

 Analyse the Audience’s Needs

 Satisfy Your Audience’s Information Need

Cont….
1– 70
 Satisfy Your Audience’s Information Need

 Be Sure about the Reader’s Need

 Be Accurate in Your Message

 Make Important Points Stand Out

 Satisfy Your Audience’s Motivational Needs

 Be Brief

Cont….
1– 71
 Selection of Words

 Use Short and Familiar Words

 Use Concrete Language

 Use Active Voice

 Select Words for Precise Meanings

Cont….
1– 72
 Developing Effective Sentences

 Emphasis on Short Sentences

 Determine Emphasis in Sentence

Design

 Give the Sentence Unity

Cont….
1– 73
Effective Paragraph Development

 Elements of a Paragraph

 Topic sentence

 Related sentences

 Ways to Develop a Paragraph

 Cause-and-Effect

 Illustration

 Classification

 Comparison or Contrast

 Problem and Solution

1– 74
Adapting to Multiple Readers

 Audience Analysis

 Audience and the Communication Process

 Audience and Business Messages

 Audience Analysis to reach Audience

 Positive Writing

 Negative Writing

 Persuasive Writing

 Adapting to Legal Responsibilities

Cont….
1– 75
 Dangerous Word that Create
Misunderstanding
Dangerous Word Court Recommended
Interpretation Alternatives
Inspect To examine critically, to To review, to study, to tour the
investigate and test facility
officially

Determine To come to a decision, To evaluate, to assess, to an

to decide, to resolve analyse
Assure To render safe, to make To facilitate, to provide further
secure, to give confidence, to enhance the
confidence, to cause to reliability of language needs.
feel certain

1– 76
Steps of the Business Writing Process (BWP)

 Step 1: Identify Audience

 Step 2: Determine Purpose for Writing

 Step 3: Choose Ideal Format

 Step 4: Research Background Information

 Step 5: Capture Audience

 Step 6: Stick to One Topic

 Step 7: Proofread for Grammar and Clarity

1– 77
Strategies for Achieving an Effective Business Writing

Style

Following are the strategies for achieving an effective Business Writing Style:

 Use Positive Language

 Use the “You” View

 Use a Conversational Style of Writing

 Use Inclusive Language

 Use Predominantly Active Voice

Cont….
1– 78
Layout and Formatting

gra ph Brea ks and Indents

 Para
 Paragraphs
 First-line Indents
 Indents
nts
 Single-line Inde
he s, H yp h e n s, and Ellipses
 Das
ot U se D o u ble Dashes (--)
 Do N
Da sh e s (– ) (t he longer dash)
 Use En
p he ns (-) (o n y our keyboard)
 Use Hy
alics
 Ellipses and It

Cont….
1– 79
Streamline the Writing Style

Remember that an essay is a logical presentation of facts that begins with a

preparation period (during which you brainstorm potential ideas and gather

your evidence), followed by the actual writing of the essay.

Cont….
1– 80
Here are some helpful tips:

Think of
yourself as
Underline a reporter
keywords

Keep Ask
things yourself a
colourful question

Summarize
your main Simplify
points your
transitions

Cont….
1– 81
Types of Business Documents

 Letters

 Memos

 Reports

 Writing Effective Short Reports

 Writing Careful Long Reports

 Types of Proposals

1– 82
Summary
 In a business organization, the manager is involved in a variety of
written communication such as replies to clients, recording agreements,
enquires, memos, preparing reports to initiate action, proposals for
contracts, etc.

 Business writing is one of the simplest forms of writing. It’s a system

that combines clear and direct language with practical, no-frills
conventions for formatting and organization.

 Audience analysis is central to the success of any message: to capture

and hold an attention and to motivate readers and listeners, you must
shape your message to fulfil the audience’s goals, interests, and needs.

 Positive messages are often the easiest to write because the audience is
required to be fairly receptive of the presented information, thus they
tend to follow the direct pattern by stating the idea at the very beginning
Cont….
1– 83
following with the explanation.
 Negative messages are generally difficult to write because the audience

is being told exactly what they don’t want to hear.

 One of the primary responsibilities of writing for an organization is to

avoid language that may land you in the court.

 Online and offline, effective business writing is an important aspect of

any workplace, for business owners and employees.

 The style of your writing refers to how you express yourself rather than

what you say. Formatting refers to the way you enter paragraph and line

breaks, indents, spaces, typefaces and punctuation marks.

1– 84
 Indirectness of
Indirectness of Persuasion
Persuasion
S. No. Reference Particulars Slide
No. From – To

1. Learning Objectives 86 – 86

2. Topic 1 Introduction 87 – 87

3. Topic 2 Meaning of Persuasion 88 – 96

4. Topic 3 Writing Persuasive Messages 97 – 99

5. Topic 4 Sales Letters/Messages ) 100 – 100

6. Topic 5 Summary 101 – 103

1– 85
Learning Objectives

After studying this chapter, you should be able to:

 Understand about the process of persuasion

 Learn how to gain attention in the opening message

 Prepare the sales message or letter

1– 86
Introduction

 The focus of this chapter is on well-thought-out persuasive writing.

 The chapter concludes with various measures for making clear requests

in importance of assertion in communication.

1– 87
Meaning of Persuasion

According to Perloff (2003), persuasion can be defined as

“...a symbolic process in which communicators tries to convince other people

to change their attitudes or behaviours regarding an issue through the

transmission of a message in an atmosphere of free choice.”

Cont….
1– 88
Persuasion is vital to inspire people, motivate them to change, getting them

to consider new opportunities or new ideas. There are different ways of

persuading:

Telling stories

Using logical discussion

Presenting data and facts

Cont….
1– 89
The major components of this definition of persuasion are as follows:

 Self-persuasion is important. People are not forced; they are instead free to

select.

 It involves a deliberate attempt to influence others.

 Techniques of conveying persuasive messages can take place in a variety

of ways, comprising verbally and nonverbally through television, Internet radio,

or face- to-face communication.

 Persuasion is sounds, symbolic, images, utilizing words, etc.

Cont….
1– 90
Process Of Persuasion

 Step 1: Establish Your Credibility

 Step 2: Frame Your Goals in a way that Identifies Common Ground with

those You Intend to Persuade

 Step 3: Reinforce Your Positions Using Vivid Language and Compelling

Evidence

 Step 4: Connect Emotionally with Your Audience

Cont….
1– 91
Strategy of Persuasive Messages

 Make receiver accept a point of view

 Get the desired response

 To make the receiver act according to your wishes

Organization of Persuasive Messages

 Direct Request Organization

 Indirect Request Organization

Cont….
1– 92
AIDA (Attention, Interest, Desire, Action)

Persuasive letters or memorandums usually have four parts, often cited to as

the AIDA formula for sales presentations:

 A – Attention

 I – Interest

 D – Desire

 A – Action

Cont….
1– 93
Motivating The Reader To Act

Some additional helpful advice that briefly sums up the aforementioned

points:

 Institute rapport.

 Appeal to the reader directly by explaining why it is in his or her

interests to keep reading.

 Explicate explain how you are both working towards the same goal.

 Assure the reader of your good will.

 Also, note that the conventions of persuasive business writing are more

flexible than the others.

Cont….
94
1– Don’t be scared to be creative.
Persuasive Request

 Requests about products or services.

 Requests for claims and adjustments.

 Requests for change in policy.

 Requests for change in performance.

 Requests for employer to a reference.

 Requests from employee to a reference.

Cont….
1– 95
Making the Request Clear and Positive

 Read

 Edit

 Be graceful

 Avoid spelling errors

 Remove grammatical errors

1– 96
Writing Persuasive Messages

Elements in a Persuasive Message

 Audience Analysis

 Appeals

 Balancing Emotion and Logic

 Credibility

Cont….
1– 97
Gaining Attention in the Opening

 Open with Agreeable Comment or Assertion

 Open with a Question

 Open with Direct Request for a Favour

 Open with Sincere Compliment

Cont….
1– 98
Three-step Writing Process For Persuasive Messages

1 2 3

Plan Your Write Your Complete

Message Message Your
Message

1– 99
 Sales Letters/Messages

Unsolicited Sales Letters That Sell

Unsolicited Inquiries
Letters Sales Letters That Sell
Ideas Inquiries
Letters Ideas

Solicited Sales
Solicited Collection Letters Appeals
Letters Sales Collection Letters Appeals
Letters

Soft-sell Letters Reminders

Soft-sell Letters Reminders

1– 100
Summary
 The objective of business writing is to convey information to someone

else or to request information from them.

 To be effective writing for business, you must be complete, concise, and

accurate. Your text should be written in such a way that the reader will

be able to easily understand what you are telling or asking them.

 A lot of writing for business is sloppy, poorly written, disorganized,

littered with jargon, and incomplete.

 In this chapter, we have learnt about persuasive business messages and

writings, how to grab attention in the openings and about clarity and

affirmation in the business communication.

Cont….
1– 101
 Persuasion is the process of changing or reinforcing attitudes, beliefs or

behaviour of a person. People respond to persuasive messages in two

ways: thoughtfully and mindlessly.

 Successful businesses rely on persuasive messages in both internal and

external communication. Whether you’re convincing your boss to open a

new office in Europe or encouraging potential customers to try your

products, you’ll use many of the same techniques of persuasion—the

attempt to change an audience’s attitudes, beliefs, or actions.

Cont….
1– 102
 From one point of view, every letter you write will be selling something.

For example, requests sell your responsibility and credibility. Even letters

conveying information may be said to “sell” a business relationship based on

trust and fair play.

 When you are deliberately using a letter to sell a product or a service, or

when the sole purpose of the letter is to promote future business, your

message requires a special strategy.

1– 103
 Public
Public
Speaking
Speaking
S. No. Reference Particulars Slide
No. From – To

1. Learning Objectives 105 – 105

2. Topic 1 Introduction 106 – 106

3. Topic 2 Meaning of Public Speaking 107 – 107

4. Topic 3 Making a Formal Speech 108 – 108

5. Topic 4 Summary 109 – 110

1– 104
Learning Objectives

After studying this chapter, you should be able to:

 Understand about public speaking

 Analyse the importance of effective public speaking

 Prepare a formal speech

1– 105
Introduction

 In business organizations, presentations and public speaking by the

executives and other personals are steady features.

 Public speaking and presentation skills are very much essential for

professional excellence.

 In this chapter, guidelines are discussed in learning the

techniques/skills of making presentations and public speaking.

1– 106
Meaning of Public Speaking

 Characteristics of Good Public Speaking or Good Speech

 Techniques of Good Public Speaking

 Importance of Public Speaking

 Need of Public Speaking

 Modes of Delivery in Public Speaking

 Checklist for Effective Public Speaking

1– 107
Making a Formal Speech

Delivering a formal speech is generally a high-stakes proposition. Just

remembering what you’re going to say involves a choice.

Reading
Reading Phrasing
Phrasing Practice
Practice

Timing
Timing Podium
Podium

1– 108
Summary

 In this chapter, we have studied about speaking in public, oral

communication and telephone communication.

 Voice quality, style, word choice and adaptation are four basic elements

of good oral communication.

 There is great need for learning oral communication skills because as a

manager, one has to be engaged in various tasks like meetings, discussions,

negotiations, seminars, presentations, interviews, peer conversation,

telephonic conversation.

Cont….
1– 109
 Moreover, oral communication is important for scholars, professional,

etc., and it is a marketing tool too.

1– 110
 Oral
Oral
Communication
Communication
S. No. Reference Particulars Slide
No. From – To
1. Learning Objectives 112 – 112

2. Topic 1 Introduction 113 – 113

3. Topic 2 Oral Communication 114 – 114
4. Topic 3 Differences between Oral and Written 115 – 115
Communication
5. Topic 4 Planning an Oral Report 116 – 117
6. Topic 5 Telephone Communication 118 – 118
7. Topic 6 Summary 119 – 119

1– 111
Learning Objectives

After studying this chapter, you should be able to:

 Understand the concept of oral communication

 Learn about oral report

 Explain the planning of oral report

 Differentiate between oral and written communication

1– 112
Introduction

 Most of the oral communication remains informal although, it is formal

in case of meetings, telephone calls, dictations, speeches and oral

reports.

 Oral communication or verbal communication is defined as the

exchange of verbal message between the sender and the receiver.

 It is more immediate than written communication. It is also more

natural and informal.

1– 113
Oral Communication

 Defining Oral Report

 Characteristics of Effective Oral Communication/Report

 Need or Importance of Learning Oral Communication Skills

 Three Parts of Oral Communication/Presentation

 To Prepare for a Successful Oral Presentation

1– 114
Differences between Oral and Written Communication

Oral reports are when you are allotted to do a report by speaking. On the

other hand, written reports are presented in writing.

 Difference in content and structure

 Difference in style

 Difference in coverage and exposure

 Difference in scope for interaction and feedback

 Grandness of non-verbal language in oral presentation

1– 115
Planning an Oral Report

In many ways, planning an oral report is similar to planning a written report.

Research
Research

One Last
Rehearse OneThing
Last
Rehearse
Thing

Be
Report Be
Confiden
Report Confiden
t
t
Cont….
1– 116
Tools For Oral Communication

 Meetings

 Seminars

 Product and service demonstrations

 Trade fairs

 Interviews for jobs

 Video phones

 Video conference

 Body language

1– 117
Telephone Communication

 This form of electronic communication has been around for nearly a

century.

 It is the most useful and universal medium of oral communication with a

person who is not present at the same place as the sender.

 The telephone instrument has evolved, over the years, into very

sophisticated forms with many new facilities.

 The intercom is an internal telephone system which allows

communication between persons in different parts of a building.

1– 118
Summary

 In this chapter, we have studied about oral communication.

 In business transactions, learning oral communication skills is required.

 For effective oral presentation, it should be divided into three parts: (1)

introduction, (2) main body, (3) conclusion.

 Ideas should be presented in a proper sequence. This will help your

audience follow your ideas whether you are giving an informative

speech, an analytical speech or a persuasive speech.

 The step by step process for preparing for a successful oral presentation.

1– 119
 Technology –– Enabled
Technology Enabled
Communication
Communication
S. No. Reference Particulars Slide
No. From – To
1. Learning Objectives 121 – 121

2. Topic 1 Introduction 122 – 122

3. Topic 2 Using Technology in Communication Tasks 123 – 125
4. Topic 3 E-mails in Business Communication 126 – 127
5. Topic 4 Tools for Constructing Messages 128 – 129
6. Topic 5 Computer Tools for Collecting Information 130 – 133
7. Topic 6 Summary 134 – 136

1– 120
Learning Objectives

After studying this chapter, you should be able to:

 Describe the use of technology in communication tasks

 Learn about e-mail and its role in business communication

 Get to know about the tools for constructing messages

 Know the different kinds of tools for collecting information

1– 121
Introduction

 Technology-enabled communication, often known as computer

mediated communication or simply mediated communication, places

technology between the sender and receiver of a message.

 This technological process carries a number of benefits, users must

also keep some important considerations in mind when communicating

through technology.

1– 122
Using Technology in Communication Tasks

Constant, dynamic innovation in both telecommunications and information

technology present numerous complexities that defy uniform public policy

prescriptions.

 Businesses Use Communication Technology to Improve Their

Performance

 SharePoint and Intranet Sites

 Instant Messaging

 Today’s Technology is Used in Business to Communicate

Cont….

1– 123
Networking
 Internet

 Wireless Communications

 Cloud Computing

 Mobile Phone

 Teleconferencing

 Image Scanning

 RFID (Radio Frequency Identification)

 Social Media

Cont….
1– 124
Effects of Technology on Business Communications

 Communication is Faster

 Expanded Communication Opportunities

 Communication must be More Deliberate

 Efficiency

 Documentation

 Communication is More Distracting

1– 125
E-mails in Business Communication

E-mail is widely used as a form of business communication and overall it is

a highly effective communication tool.

Function Format Etiquette

Consideration
s Effects

Cont….
1– 126
Advantages of E-mail in Business Communication

E-mail in business can be used for intra-company communications,

marketing purposes and coordinating with business partners, suppliers and

customers.

 Speed

 Geographic Barrier Reduction

 Targeted Marketing

 Efficiency

 Lower Costs
1– 127
Tools for Constructing Messages

Clear cut messages, brief content and purposeful subject matter are some of

the important business e-mail etiquettes that should be followed unfailingly.

Business E-mail Writing – Conventions

 The subject line is very important in business e-mail writing as it

conveys the intention of the e-mail and prevents it from getting mixed up

with spam, junk and other trifling mails.

 Business e-mail writing should include checks at the end to ensure that

the e- mail address and attachments are correct, also avoid lengthy

attachments.
1– 128 Cont….
E-mail Etiquette at Work

 E-mail etiquette at work entails using ‘dear sir or madam’ or ‘To Whom

It May Concern’ when gender of the recipient is not known.

 Signature at the end should comprise of name, company details,

contact number with a business disclaimer to avoid any legal trouble.

 Close the letter with a warm greeting like sincerely, faithfully, truly,

regards, cordially, etc.

1– 129
Computer Tools for Collecting Information

There are a number of different kinds of tools for collecting information

about the thoughts and beliefs that different groups have about your

organisation. Let us focus on three:

Surveys

Interviews

Focus Groups

Cont….
1– 130
Surveys

Surveys can be widely disseminated and are the most time-efficient

method of collecting information from respondents. People generally

respond to surveys anonymously.

 Using Surveys to Gather Information

 Benefits and Limitations of Surveys

 Survey Analysis

Cont….
1– 131
Interviews

Interviews are useful tools for gathering in-depth information from your

stakeholders. Interviews are particularly valuable because they allow you to

ask follow-up questions of interviewees when you need clarification about a

particular response.

 Using Interviews to Gather Information

 Benefits and Limitations of Interviews

Cont….
1– 132
Focus Groups

Focus groups are useful if you want to gather a lot of information from a

group of stakeholders during a short period of time.

 Using Focus Groups to Gather Information

 Benefits and Limitations of Focus Groups

 Conceptualisation Phase

 Interview Phase

 Analysing and Reporting Phase

1– 133
Summary

 The modern tools of communication need to be effective, keeping in

view the needs, educational level, technologies level and financial levels

of the targeted receiver.

 Whether it is a small start-up business or a worldwide enterprise,

fostering effective communication is critical to success. E-mail is widely

used as a form of business communication and overall it is a highly

effective communication tool.

Cont….
1– 134
 E-mail is inexpensive, only requiring an Internet connection that is

generally already present in the business. Technology has altered modern

life in many ways, especially in the workplace. The invention of computers,

the miniaturisation of electronics and the development of wireless

communication have all altered the business world. Business

communication, in particular, has seen some of the greatest advancements

due to technological developments.

 Surveys are one of the most time-efficient methods of collecting

information from respondents. People generally respond to surveys.

Cont….
1– 135
 Interviews are particularly valuable because they allow you to ask

follow-up questions of interviewees when you need clarification about a

particular response.

 Lastly discussed are focus groups, useful if you want to gather a lot of

information from a group of stakeholders during a short period of time.

1– 136
 Personal Etiquette
Personal Etiquette and
and
S. No.
Grooming Particulars
Grooming
Reference Slide
No. From – To
1. Learning Objectives 138 – 138

2. Topic 1 Introduction 139 – 139

3. Topic 2 Meaning of Etiquette and Grooming 140 – 142
4. Topic 3 Eye Contact 143 – 147
5. Topic 4 Body Language 148 – 153
6. Topic 5 Handshakes 154 – 158
7. Topic 6 Business Cards 159 – 161
8. Topic 7 Exchanging Business Card 162 – 164
9. Topic 8 Workplace Habits 165 – 167
10. Topic 9 Summary 168 – 170
1– 137
Learning Objectives

After studying this chapter, you should be able to:

 Understand about etiquette and grooming

 Learn about etiquettes of eye contact and body language

 Discuss the function of proper handshakes

 Analyse the exchanging of business cards etiquette

 Explain some workplace habits

1– 138
Introduction

 In today’s highly globalized and competitive environment, executives

are expected to know the essential business etiquettes.

 It means for successful and rewarding business transactions, they must

know how to conduct themselves at company meetings, parties and

dinners.

 They must be aware of their company’s culture and etiquettes.

1– 139
Meaning of Etiquette and Grooming

Corporate Etiquettes

 The word “etiquette” means conventional rules of social behaviour or

professional conduct. These rules are unwritten rules, which act as

norms to be observed by all professionals who work as a team in a

particular company or department.

 This means self-discipline and respect for the conventional norms of

conduct.

 If you ignore these norms of group attitude and behaviour, you run the

risk of being singled out as ‘loners’ or ‘headstrong’ persons.

Cont….
1– 140
Personal Grooming

 Outward appearance is the window of your personality to the world.

You not only dress for others but for yourself too.

 External appearance is important because that gives the first

impression to others about your personality.

 Personal Grooming and Clothing – Women

 Personal Grooming and Clothing – Men

Cont….
1– 141
Two Major Reasons

 Outward appearance is easier to examine and easier to improve.

 Outward appearance has a more direct and immediate effect on one’s

interactions with others.

1– 142
Eye Contact

How and when to make eye contact depends entirely on the customs of

where you are, who you are with, and the social setting.

Making the Right Eye Contact

 In business, and social settings making the “right” eye contact never

involves staring at someone or having a fixed gaze.

 To make eye contact, look directly into the other persons’ eyes for 4–5

seconds.

Cont….
1– 143
Making Eye Contact in the United States

 In the United States, making eye contact is interpreted as showing

interest, paying attention, and a sign of self-confidence.

 Unless, the situation itself is confrontational in nature, it is generally

acceptable for children, adults and people of both sexes to make eye

contact with other people.

Cont….
1– 144
Making Eye Contact In European Countries

 Most European eye contact customs are similar to those in the United

States, especially in such countries as Spain, France and Germany.

 In France, making eye contact with a stranger may be interpreted as

showing interest.

Cont….
1– 145
Eye Contact in Most Asian, African and Latin American

Cultures

 Extended eye contact can be taken as an affront or a challenge of

authority.

 Generally, only sporadic or brief eye contact is considered acceptable.

This is particularly true in Asian cultures where people are from different

professions or social levels.

 Example: In China and Japan, children show respect to elders by not

making intense eye contact; employees would not make eye contact
Cont….

1– 146
with employers; students would not force eye contact with teachers,
Eye Contact Etiquette in Middle Eastern Cultures

 In general, Middle Eastern cultures, particularly among Muslims, do not

see as direct eye contact between the sexes as being appropriate.

 Business women traveling to the Middle East may draw attention

simply for being different and some men may try to make eye contact.

 However, be advised that making or holding eye contact can

communicate the message that your interest is less than casual or

curious.

1– 147
Body Language

 Body language can make or break a deal. How you carry yourself

when engaged in conversation is often as important as what you say.

 Body language is nonverbal, but it communicates volumes about you

nonetheless.

Cont….
1– 148
Standing

 When you stand, keep your back straight, middle section in alignment

with your back, shoulders back and head up.

 This posture connotes comfort with yourself and ease in the situation.

Cont….
1– 149
Sitting

 Take care in the way you sit, for no other position connotes so much on

its own.

 Think of the diversity of sitting positions that you’ve seen in business

meetings, from practically horizontal to alert and upright.

Cont….
1– 150
Hands

 Some people talk with their hands; others stand with their hands glued

to their sides.

 Most people haven’t the foggiest notion what their hands are doing

when they talk.

 Using your hands can be effective sometimes, aggressive sometimes,

and irrelevant most of the time.

 Controlling your hands takes effort and willpower. Monitor your hand

movements.

Cont….
1– 151
Head Movements

 Head movements communicate important information.

 Nodding in agreement can be immensely helpful to others, but too

much nodding makes you look like a bobble-head doll.

Cont….
1– 152
Facial Expressions

 Facial expressions are crucial in your repertoire of body language. No

other part of your body can convey the immense richness of nonverbal

communication that your face does.

 Example: Smiles are important signals of generosity and

nonaggression. But forced smiles signal that you can barely tolerate the

other person.

1– 153
Handshakes

A proper handshake is required to show courtesy to other businessmen.

Function

 Business etiquette concerns to the practice of observing social norms

designed to show courtesy to other people in a professional setting.

Cont….
1– 154
Misconceptions

 Proper handshake etiquette includes not just hands, but also

positioning the body properly and giving off good nonverbal

communication.

 As you approach somebody, make eye contact without staring, and

offer a quick smile.

Cont….
1– 155
Giving a Good Handshake

 Whenever shaking the hands, make sure your right hand is open so the

lower joint of the thumb of both parties touch.

 The grip should be firm – not limp or so strong that it hurts the other

person.

Cont….
1– 156
Benefits

 A business handshake can help or hurt, when you negotiate a business

deal.

 A proper handshake, on the other hand, gives off good body language,

starts a meeting off with energy and shows your exuberance.

Cont….
1– 157
Tip

 Most business cultures use the handshake as a greeting, but not all do

so in the same way. Research the proper business greeting etiquette of

other cultures.

 Example: In Japan, people greet each other with a bow, but have

become accustomed to handshakes because so many foreigners do

business there. People in other countries use variations of a handshake.

The French, use a light grip and a single pump.

1– 158
Business Cards

When you give someone your business card, you’re introducing yourself on

paper.

Presenting your Business Card

 Always present your business card in your right hand, or in both hands.

Never pass out your business cards as though you were dealing a

poker hand.

 Look the individual in the eye and smile when presenting the card. Not

only is it good etiquette, it shows them you’re engaged with them.

Cont….
1– 159
Receiving a Business Card

 When being given a business card, accept the card in the same way it

was presented—either in your right hand or both hands.

 Take a few moments to study the business card, commenting on it and

clarifying information before putting it away.

Cont….
1– 160
Basics of Card Layout

 Generally a business card includes the name of the person, the

company name, a company logo if applicable and the relevant contact

information (street address, postal coding, country, telephone and fax

numbers and email addresses.)

1– 161
Exchanging Business Card

Business cards are internationally distinguished as a means of introduction

and information exchange but in many cultures they are also seen as a

representation of the individual.

Cont….
1– 162
Translating Business Cards For International Use

 It is regarded courteous to provide a translation of the card information

on the reverse side. Employ a professional translator or agency. Do not

allow any embellishment of the basic information.

 Transliterating titles has become increasingly acceptable in recent

years but it is more important that the rendering of the title indicate

your position in the company hierarchy.

Cont….
1– 163
Exchanging Business Cards Internationally

Understanding the norms and values of the local culture while traveling

internationally helps to avoid giving offense. Observing the appropriate

etiquette communicates respect and facilitates communication. Consider

the following examples of foreign business card etiquette.

 Japan

 China

 Korea

 India

 Other Nations

1– 164
Workplace Habits

Some essential skills enable people to perform tasks required by their

occupation and other activities of daily life.

Punctuality

 What it Communicates?

 What it Achieves?

 Workplace Effects

 Personal Effects

Cont….
1– 165
Prioritizing Work

 Planning can help alleviate workplace stress and increase productivity.

 Rather than plan work for your small business too far in advance, do it

daily, modifying your agenda for the next day according to new priorities

and unfinished business from the day before. This can help you accomplish

goals more efficiently.

Cont….
1– 166
Staying Positive
Be
Be
appreciativ
appreciativ
e
e

Stayin
Stayin Avoid
Recharge g Avoid
negative
Recharge
yourself g negative
work
yourself Positiv work
Positiv attitudes
e attitudes
e

Volunteer
Volunteer
your time
your time

1– 167
Summary

 In business, as in life, etiquette is a self-rewarding trait of appropriate

conduct. The first impression of any individual is created by external

appearance. Even products are thoughtfully packed for instant appeal. It is

imperative that we take utmost care of our appearance; of which our clothes

and grooming are an integral part.

 The word “etiquette” means conventional rules of social behaviour or

professional conduct.

 Outward appearance is the window of your personality to the world.

Cont….
1– 168
 In business, and social settings making the “right” eye contact is utmost

essential and never involves staring at someone or having a fixed gaze.

 Equally crucial is body language, which can make or break a deal. How

you carry yourself when engaged in conversation is often as important as

what you say. Body language is nonverbal, but it communicates volumes

about you nonetheless.

 Facial expressions are crucial in your repertoire of body language.

 Also, a proper handshake is required to show courtesy to other

businessmen. A good handshake not only makes you look more

professional, but it could influence a significant business decision, such as

whether you strike a big deal or get a new job.

Cont….
1– 169
 When you give someone your business card, you’re introducing yourself
on paper. A business card is a representation of who you are so be sure that
the card is in pristine condition before you hand it over.

 The basic etiquette rule is to present your business card in the best
manner in which you would present yourself.

 Some essential skills enable people to perform tasks required by their

occupation and other activities of daily life like punctuality, prioritizing work,
staying positive, etc.

 One should evolve one’s own signature style.

 Today time is thus utilized to the fullest and business is not limited to
closed rooms, it is all encompassing, the concept of power brunches,
lunches and dinners is an accepted way of doing business.

1– 170
 Aspects of
Aspects of
S. No. Reference
Communication
Communication
Particulars Slide
No. From – To

1. Learning Objectives 172 – 172

2. Topic 1 Introduction 173 – 173

3. Topic 2 Cultural Aspects of Communication 174 – 176
4. Topic 3 Intercultural Communication 177 – 179
5. Topic 4 Multicultural Communication 180 – 182
6. Topic 5 Ethical Aspects of Communication 183 – 183
7. Topic 6 Legal Aspects of Communication 184 – 185
8. Topic 7 Summary 186 – 189

1– 171
Learning Objectives

After studying this chapter, you should be able to:

 Discuss the cultural aspects of communication

 Understand the multicultural and intercultural aspect of

communication

 Elucidate the ethical aspects of communication

 Explain the legal aspects of communication

1– 172
Introduction

 Communication is invariably in a cultural context and includes words,

intonation, gestures, a continuum of styles, and shared meaning.

 The communication aspects provide a way of depicting the differing

orientations of social activity relating reading, writing, speaking,

listening and/or numeracy.

1– 173
Cultural Aspects of Communication

 It’s no secret that nowadays workplace is rapidly becoming immense,

as the environment of business grows to comprise several geographic

locations as well as span various cultures.

 Communication to a great extent is determined by culture and cultural

variables.

 cultural aspects of communication are the cultural differences that

affect communication across borders.

Cont….
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The impacts of cultural dissimilarities on communication component

are elucidated below:

Verbal communication

 It relates to form of communication which uses spoken and written

words for conveying and transmitting opinions as well as thoughts.

 Language is regarded as the most significant tool of verbal

communication and it is the part where cultural differences play its role.

Cont….
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Non-verbal
communication

Proxemics  Kinesics
Proxemics  Kinesics

Artifactics Paralinguistics
Artifactics Paralinguistics

Chronemics
Chronemics

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Intercultural Communication
 The term “intercultural communication” is often used to refer to the

wide range of communication issues that inevitably arise within an

organization composed of individuals from a variety of religious, social,

ethnic, and technical backgrounds.

 The importance of effective intercultural communication can hardly be

overstated.

 Indeed, as Trudy Milburn pointed out in Management Review,

communication serves not only as an expression of cultural background,

but as a shaper of cultural identity.

Cont….
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Language: Cornerstone of Intercultural Communication

 Differences in culture reflect themselves in a variety of ways.

 For instance, one cultural norm may have a significantly different

conception of time than another, or a different idea of what constitutes

appropriate body language and personal space when engaged in

conversation.

 But most researchers, employees, and business owners agree that the

most important element in effective intercultural communication

concerns language.
Cont….
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Diversity/Intercultural Communication Policies

 In recent years, many companies of various shapes, sizes, and

industry sectors have embraced programs designed to

celebrate diversity and encourage communication between

individuals and groups from different cultural backgrounds.

 Most business owners recognize that their companies are far

more likely to be successful if they are able to establish effective

systems of intercultural communication between employees of

different religious, social, and ethnic backgrounds.

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Multicultural Communication

The term ‘multicultural’ is adopted here to highlight the multi-layered

nature of the situations in which corporate communication across cultures
(especially in English) today takes place. Some language and
communication tips to managers of culturally diverse teams:

 Simplify your message by using less complex sentence structures and

vocabulary.

 Never shout to be understood.

 Define the meaning of critical technical words and acronyms.

 Avoid non-standard abbreviations, such as “U R” for “you are.”

 Be patient and try to follow team members’ ideas and logic, which may
be different from yours.
Cont….
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Tips for Native English Speakers
 Avoid “isn’t it?” questions. Because this way of formulating questions
does not exist in many other languages, it can be confusing for non-
native English speakers.

Example: To the question, “You are coming, aren’t you?” they may
answer, “Yes” (I am coming) or “No” (I am coming), depending on how they
interpret the question.
 Ask the person if he/she wants help with finding words that might
convey their meaning.
 If you do not understand a word, ask the person to spell it, write it
down, use a synonym or say the word in his/her native language and
have someone else translate, if possible.
 Try to involve non-native English speakers, particularly during
brainstorming sessions, by asking explicitly for their input.
Cont….
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Tips For Non-native English Speakers

 If you do not mind people suggesting words so that you can

communicate more quickly, say so.

 Try to participate in discussions, especially brainstorming sessions,

even if you feel uncomfortable.

 If your organization offers ESL courses, take them, even if your English

is already functional. Courses designed to help you modify your accent to

make it more understandable by native English speakers can be

particularly beneficial.

 Keep a dictionary handy and make sure the words you use mean what

you think they mean.

Cont….
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Ethical Aspects of Communication

 Characteristics of Ethical Communication

 Fundamental Assumptions of Ethical Communication

 Factors Affecting Organizational Ethics

 Key Areas for Ethical Communication

 Ethics and Organizational Responsibility

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Legal Aspects of Communication

Invasion of
Defamation Invasion of
Defamation Privacy
Privacy

Other Legal Areas

Misrepresentation OtherinLegal Areas
Misrepresentation Business
and Fraud in Business
and Fraud Communication
Communication

Cont….
1– 184
The following are the basic legal aspects in business

communication:

 Date

 Address

 Company seal and mono:

 Time of receiving the communication:

 Time of sending the communication:

 Technical language:

 Signature
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Summary
 Effective communication in organizations is always embedded with the
ethical aspects of communication. With growing complexity in businesses, it
has become imperative for organizations to have a sound value system and to
try to instill a reasonable level of ethics in the employees.

 Ethical issues related to business communication are one such issue.

Understanding the ethics of communication helps us to communicate
effectively.

 The chapter discusses meaning, characteristics, fundamental assumptions

and factors affecting organizational ethics in communication. The ethical
dilemmas facing managers are also discussed.

 Ethics is often a communication issue. Your employees and co-workers

learn about your ethics and values by observing your actions.

Cont….
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 Modelling ethical behaviour is an important managerial tool.

 The chapter also discusses personal ethics in communication.

 Your family and peers influence your personal ethics. Other factors that
influence your culture, philosophy, local, state, and federal laws, and even
your religious perspective.

 Managers need to be aware of these influences, especially are monitoring

their ethics in written and spoken messages, in cross-cultural
communication, and in advertising.

 The chapter, has discussed guidelines that help you focus on key ethical
areas.

 The chapter also examines how ethics are communicated in organizations

using downward communication and how ethical values and statements
also emerge from the lower and middle echelons of the organization. Both are
viable ways by which organizations create ethical values. Cont….
1– 187
 While communicating, a few legal issues are to be kept in mind.

Defamation, misinterpretation and fraud, publication, employment, computer

data security, etc., are important, especially in business dealings.

 The chapter further discusses the various legal aspects in business

communication.

 To deal with the legal aspects, an organization may also formulate a

communication policy. Communication policy and its specifics are discussed.

 The chapter also discusses basic legal aspects in business communication

– defamation, misrepresentation and fraud and invasion of privacy.

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1– 189