Business Communication/Interpersonal skills

BUSINESS COMMUNICATION
AND
PERSONALITY
DEVELOPMENT
By
GAURAV SINGH
FACULTY FDDI

CONTENT
 UNIT I: FUNDAMENTALS OF COMMUNICATION
 Role & Importance of communication
 Types of Communication
 Business Communication
 Key stages of communication cycle, Impact of Information Technology
 UNIT 2: COMMUNICATION BARRIERS
 Barriers to communication
 Dealing with communication barriers
 7 Cs of communication
 Tips for Effective Communication

 UNIT 3: LANGUAGE PROFICIENCY
 Benefits of learning Language
 Importance of Business language
 Importance of reading

 7 Cs of communication
 Tips for Effective Communication

 UNIT 3: LANGUAGE PROFICIENCY
 Benefits of learning Language
 Importance of Business language
 Importance of reading
 Building Vocabulary: Active, Passive Vocab.
 Words often confused
 Words often misspelt
 Common errors in English
 Tips for improving Vocabulary
 UNIT 4: ORAL COMMUNICATION
 Features of Oral Communication
 Methods of oral communication

 Conversation skills
 Group discussion skills
 Examples from Corporate & Retail Situations
 UNIT 5: WRITTEN COMMUNICATION
 Features of Written Communication
 Basic Principles of Written Communication
 Business letters, Inviting quotations
 Sending quotations
 Placing orders
 Inviting tenders
 Sales letters
 Claim & adjustment letters and social correspondence
 Notices
 Agenda of Meeting
 Minutes of Meeting

 Emailing – Introduction, types
 Writing effective e mails
 Text messaging
 Examples from Corporate & Retail Situations
 Report Writing
 Making notes
 UNIT 6: WRITING RESUME
 Categories of Job Applications
 Bio-data, Resume and Curriculum Vitae
 Features of Good Resume
 Types of Resume Writing the Resume Writing Covering Letter
 Practical Hints for Writing Covering Letter

 UNIT 7: NON VERBAL COMMUNICATION
 Body language
 Paralanguage

PURPOSE
 1. Flow of Information.
 2. Coordination.
 3. Learning Management Skills.
 4. Preparing People to Accept Change.
 5. Developing Good Human Relations.
 6. Ideas of Subordinates Encouraged.

IMPORTANCE
 1. Base for Action:
 2. Planning Becomes Easy:
 3. Means of Coordination:
 4. Aids in Decision-Making:
 5. Provides Effective Leadership:
 6. Boosts Morale and Motivation:


TYPES OF
COMMUNICATION
 TYPES OF COMMUNICATION ON THEBSIS OF MEDIUM
 Verbal : WRITTEN AND ORAL COMMUNICATION
 Non Verbal : BODYLANGUAGE AND PARALANGUAGE
 ON THE BASIS OF GROUPS.
 Formal communication
 Informal communication
 ON THE BASIS OF FLOW( business communication)
 Upward
 Downward
 Horizontal
 Diagonal

UNIT 2
BARRIERS
 Mechanical
 Semantic and Language
 Psychological
 Physical
 Cross cultural
 Status (social status):

OVERCOMING BARRIERS
 Have Clarity In Your Thoughts
 Understand the needs of your audience
 Seek the Advice of others before Communicating
 Take adequate care of your Tone
 Have a Feedback from the receiver
 Retain Consistency about the Message(reduces confusion)
 Keep a Routine check on the communication system
 Make use of the body language (confident, prepared, unbiased, influence or persuasion
 Avoid overloading too much of information(clarity)
 Reduce the level of noise as far as possible(physical barrier) l4 level of volume.
 Communication chain should be short
 Keep your Anger in Control(pitch normal, tone proper, rate of speaking) normal

EFFECTIVE COMMUNICATION
 Don't Show Negative Body Language
 Do Not Interrupt the Other Person
 Think Before You Speak
 Listen Well
 Don't be Defensive or attacking – Be Neutral
 Don't Deviate
 Be Confident of Your Ideas
 Be Open to Receiving Feedback
 Use the Right Communication Method
 Shake Hands Firmly!

UNIT 3
LANGUAGE PROFICIENCY

“Proficiency is the ability to use language in real world situations in a spontaneous
interaction and non-rehearsed context and in a manner acceptable and appropriate to
native speakers of the
language”.

BENFITS OF LEARNING
LANGUAGES
 Cognitive thinking and problem-solving
 Improves Memory
 Enhances the Ability to Multi-Task
 Cross cultural communication
 Enhances Decision-Making
 Increases Networking Skills
 Provides Better Career Choices

IMPORTANCE OF READING
 1. Expose Yourself to New Things
 2. Self Improvement
Books are the quietest and most constant of friends; they are the most
accessible and wisest of counselors, and the most patient of teachers. -Charles
W. Elio-
 3. Improve Understanding
 4. Preparation to Action
Reading is a starting step of many things, which build a more solid stairs for
you to climb up achieving something big out there.
 5. Gain Experience from Other People
 The art of reading is in great part that of acquiring a better understanding of life
from one’s encounter with it in a book. | André Maurois
 6. Tools of Communicating
 7. Connecting Your Brain
 Because silence exists with total abandon, it is fearless. Because silence is
fearless, it holds the power that can break through any barrier. | On Silence

BUILDING VOCAB
“Vocabulary is all about words — the words in a language which one uses or a special
set of words you are trying to learn.”

ACTIVE AND PASSIVE
VOCAB Passive vocabulary refers to words that learners understand but are not yet able to use.
 Active vocabulary, on the other hand, is the words that learners understand and use in
speaking or writing.
 HOW TO COVERT PASSIVE VOCAB TO ACTIVE VOCAB
 Memorize the synonyms (do not use dictionary)
 Say no favorite words(less usage of plague words) eg. Very big= huge, very very
big=gigantic.
 Write a new word in the note book and use them .
 Keep learning
 Practice the pronunciation
 Reading loudly.
 Practice writing an essay, stories etc.

TIPS TO IMPROVE
VOCAB
 Read, read, and read.
 Keep a dictionary and thesaurus handy.
 Use a journal.
 Learn a word a day.
 Go back to your roots.
 Play some games.
 Engage in conversations.
 Practice

ORAL COMMUNICATION
 Implies communication through mouth.
 It includes individuals conversing with each other, be it direct conversation or telephonic
conversation.
 Speeches, presentations, discussions are all forms of oral communication.
 Oral communication is generally recommended when the communication matter is of
temporary kind .
 Face to face communication (meetings, lectures, conferences, interviews, etc.) is
significant so as to build a rapport and trust.

FEATURES
 There is high level of understanding and transparency in oral communication as it is
interpersonal.
 There is no element of rigidity in oral communication. There is flexibility for allowing
changes in the decisions previously taken.
 The feedback is spontaneous in case of oral communication. Thus, decisions can be
made quickly without any delay.
 Oral communication is not only time saving, but it also saves upon money and efforts.
 Oral communication is best in case of problem resolution. The conflicts, disputes and
many issues/differences can be put to an end by talking them over.
 Oral communication is an essential for teamwork and group energy.
 Oral communication promotes a receptive and encouraging morale among
organizational employees.
 Oral communication can be best used to transfer private and confidential
information/matt

DISADVANTAGES
 Relying only on oral communication may not be sufficient as business communication is
formal and very organized.
 Oral communication is less authentic than written communication as they are informal
and not as organized as written communication.
 Oral communication is time-saving as far as daily interactions are concerned, but in
case of meetings, long speeches consume lot of time and are unproductive at times.
 Oral communications are not easy to maintain and thus they are unsteady.
 There may be misunderstandings as the information is not complete and may lack
essentials.
 It requires attentiveness and great receptivity on part of the receivers/audience.
 Oral communication (such as speeches) is not frequently used as legal records except
in investigation work..

METHODS OF O.C
 Face to Face Conversation.
 Telephonic Conversation
 Oral Communication includes-
 Lectures  Speech 
 Group discussion
 Social gatherings
 Interview  Conference & Meeting

CONVERSATION SKILLS
 TIPS TO IMPROVE CONVERSATION SKILLS:
 Understanding point of view
 Involvement
 Listen carefully (verbal+nonverbal)
 Gentle interruptions
 Non verbal communication
 Analyze the mood
 Treat everyone equally
 Dyadic communication: oral communication involving 2-8 individuals.

GROUP DISCUSSION
 GD is a discussion among few people for 10-20 minutes and to reach a final consensus.
 SKILLS JUDGED IN G.D
 Communication
 Attitude and Confidence
 Interaction
 Listening
 Decision making
 Problem solving
 Subject knowledge
 Leadership

TIPS G.D
 Initiate the discussion
 Allow others to speak
 Speak clearly
 Keep eye contact
 Moderate the discussion
 Paralanguage

DO NOT G.D
 Don't initiate if you Do not know the topic
 Don’t argue
 Don’t be aggressive
 Don’t Over speak
 Think before speaking
 Don’t interrupt

WRITTEN
COMMUNICATION
 Effective writing involves careful choice of words, their organization in correct order in
sentences formation as well as cohesive composition of sentences.
 Also, writing is more valid and reliable than speech. But while speech is spontaneous,
writing causes delay and takes time as feedback is not immediate.

TYPES
 Internal
 External
 INTERNAL:
 Memos
 Reports
 Bulletins
 Job descriptions
 Employee manuals
 Electronic mail

CONTD.
 EXTERNAL
 Electronic Mail
 Internet Websites
 Letters
 Proposals
 Telegrams
 Faxes
 Postcards
 Contracts
 Advertisements
 Brochures

IMPORTANCE
 Written communication usually requires more thought and effort than any other modes of
communication.
 Must be concise, informative and easy to read as both an informative and instructional
tool.
 Written communication can take the form of legal documents or manuals.
 Written communication is also important for instructing employees on certain tasks and
projects.
 Written communication in the form of reports or presentations.
 Written communication is also important for business advertising

PRINCIPLES OF WRITTEN
COMMUNICATION
 Know your audience.
 Know your purpose.
 Know your topic.
 Anticipate objections.
 Present a rounded picture.
 Achieve credibility with your audience.
 Follow through on what you say.
 Communicate a little at a time.
 Present information in several ways.
 Develop a practical, useful way to get feedback.
 Use multiple communication techniques.

E-MAIL
 What is E-Mail
 • Text-based mail sent via the computer from
 one person to another
 • A Push Technology
 • It waits for You
 • It is One-to-Many and almost Free

EFFECTIVE E-MAIL
WRITING
 Selecting Your Audience Correctly
 Using Distribution Lists
 Composing Your Messages
 Make the heading meaningful
 Keep each message short and clear.
 Start each message by stating its purpose/context

EXAMPLE
POOR EMAIL
Jon,
Hey, I was just thinking about the meeting we had about the new
workshop you were planning for next week about resume-writing. I
think
that we may have forgotten to include all of the students who might
benefit
from this workshop. There are several groups of students at the School
of
Public Health that were not on your list. Of course you may have added
them to you list since our last meeting. Sara from the School of Public
Health contacted me to ask if the students from the Epidemiology
program
were on our list of included students. She also wanted a list of all of the
included departments from the School of Public Health. Can you send
me
a list of all of the included student groups? I can then send the relevant

BETTER EMAIL
Jon,
Can you send me a list of the students included in the resume
writing.
workshop by tomorrow?
We may have forgotten to include all of the students who
might benefit from this workshop. There are several groups of
students at the School of Public Health that were not on your
list. Sara from the School of Public Health contacted me to ask
if the students from the Epidemiology program were on our
list. I will send her that information tomorrow after I get the
list from you.
Thanks,
Rachell

REPORT WRITING
 “A report is a statement of the result of an investigation or of any matter on which
definite information is required.” (Oxford English Dictionary)

OBJECTIVES OF RW
 Understand the purposes of a report.
 Plan a report.
 Understand the structure of a report.
 Collect information for your report.
 Organize your information.
 Use an appropriate style of writing.
 Present data effectively.
 Understand how to lay out your information in an appropriate way.

TYPES OF RW
 During your time at university you may be asked to write different types of report.
 Laboratory reports.
 Technical reports.
 Reports of a work placement or industrial visit.
 Reports of a field trip or field work.
 Business reports

STEPS IN WRITING A
REPORT
 1.Subject matter
 2.Preparation of the final outline
 Outlines are the framework upon which long written works are constructed.
 They are an aid to the logical organization of the material and a reminder of the points
to be stressed in the report.”
 3. Preparation of the rough draft
 This follows the logical analysis of the subject and the preparation of the final outline.
 Such a step is of utmost importance for the researcher now sits to write down what he
has done in the context of he is research study.
 He will write down the procedure adopted by him in collecting the material for his study
along with various limitation faced by him
 .The various suggestion he wants to offer regarding the problem concerned.
 4. Rewriting and polishing of the rough draft.
 This step happens to be most difficult part of all formal writing. •
 In addition the researcher should give due attention to fact that in his rough draft he has
been consistent or not. He should the mechanics of writing- grammer, spelling and
usage.

Contd.
 5. Preparation of the final bibliography:-
 Next in order come the task of the preparation of the final bibliography. The bibliography
,which is generally appended to the research report.
 The bibliography should be arranged alphabetically.
 Generally this pattern of bibliography is considered convenient and satisfactory from the
point of view of reader.
 6.Writing the final draft:-
 • The final draft should be written in a concise and objectives style and in simple
language.
 • Avoiding vague expression such as a “it seems”, “ there may be “, and the like once. • It
must be remembered that every report should be an attempt to solve some intellectual
problem and must contribute to the solution of a problem and must add to the knowledge
of both the researcher and the reader

WRITING RESUME
 Resume is summary of your educational qualification details
 It highlights your skills and experience relevant to the field
 It highlights your objective and accomplishments
 Its purpose is to get you an Interview call
 A resume should reflect more than just work experience
 It should consider your extracurricular, and leadership qualities
 There are different examples of resumes available on net.

TYPES OF RESUME
 Chronological resumes
 Functional resume
 Combination resumes
 Curriculum vitae (CVs)
 Online Resumes

CHRONOLOGICAL RESUME
 Key components of Chronological Resume
 Identification
 Job Objective
 Key Accomplishments
 Education
 Professional Experience
 Affiliations/Interests
 References

FUNCTIONAL RESUMES
 Key notes for Functional Resume
 Should include personal details like name address.
 Objective describing position you seek.
 Profile giving summary of your talents and experience.
 Experience listing your position, employer and dates.
 Education details and Training Undergone.
 Lastly Awards and Recognition received.

COMBINATION RESUMES
 The hybrid resume balances the functional and chronological approaches
 It starts with skills, accomplishments, and qualifications of the job applicant.
 Second page is reverse chronological ordering of your work experience.
 This format allows the reader to first match your qualification against job opening.
 It showcases your work experiences in the most marketable fashion.
 It highlights your both job skills and accomplishments.
Layout of Combination resume should include:
Name / Contact Information
Education
Honors / Certifications / Licenses Held
Careers Skills / Knowledge
Career Achievements
Work Experience

CV
 A curriculum vitae (CV) provides an overview of a person's experience and other
qualifications.
 It is typically used to screen applicants, often followed by an interview.
 an outline of a person's educational and professional history.
 A CV is the most flexible and convenient way to make applications.
 It is an application form is designed to bring out the essential information and personal
qualities that the employer requires.
INFORMATION IN A CV
Personal details
Objectives
Education and qualifications
Work experience
Interests and achievements
Skills
References

STEPS IN WRITING
RESUME
 List your activities
 Write about activities
 Pick items to highlight
 Create resume sections
 Format your resume
 Study Resume Examples

RESUME DO’S
 Do send your resume with a cover letter.
 Do strive to make a good impression.
 Do make your resume clear, concise and easy to read.
 Do use BOLD or Underline for section headings.
 Do emphasize your strongest qualifications.
 Focus on accomplishments, skills, and results
 Do print your resume on high quality 8 ½ by 11 paper.
 Give contact info like home and office telephone numbers.
 Create a resume tailored to the job you are after.
 Do keep your resume up-to-date.

RESUME DON’TS
 Don't title your resume as Resume and start with your full name.
 Don’t mail or fax if email is an option.
 Don't go over one page.
 Don't use fancy fonts.
 Don’t use personal pronouns "I", "my" or "me".
 Don't use passive words.
 Don’t use colorful paper – white, buff or beige is standard.
 Don’t include a picture or other artwork.
 Don’t say you were laid off or fired from your last position.
 Don’t include “references available upon requests.” If they want them they will ask.

COVER LETTER
 A cover letter is a document sent with your resume to provide additional information on
your skills and experience. The letter provides detailed information on why you are
qualified for the job you are applying for

OUTLINE OF COVER
LETTER
 I. Introduction
 a. Summary sentence “I have the experience, skills and passion necessary to be an
ideal candidate for this posiKon.”
 II. Supporting paragraph one
 a. Experience
 b. Hard skills
 III. Supporting paragraph two
 a. Capabilities
 b. Passion
 IV. Conclusion

NON VERBAL
COMMUNICATION
Nonverbal Communication =
Communication without words .
Nonverbal communication is a process
of communication through sending and
receiving wordless messages.

NVC
 BODY LANGUAGE
 (a). Posture
 (b).Gesture (Descriptive ,Enumerative,Locative,Emphatic)
 (c) .Facial expression
 (d). Eye Contact
 (d). Physical appearance
 (e). Olfactics (smell)
 (f). Touching( Haptics)

PARALANGUAGE
 Articulation of voice with the help of volume ,pitch, tone etc.
PARALINGUISTICS
 Volume of voice (l1,l2,l3,l4).
 Rate of Voice
 Tone(order , rhythm, pace)
 Pronunciation
 Pause
 Quality
 Pitch

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