COMMUNICATION SKILLS

Never be stuck for words again

About training:
o o o o o o The purpose of the training is to develop and explore better ways of expressing ourselves. The training is meant to leave our hesitation and fear of speaking in public. We all are here to learn something from others and teach something to others Due to the above reasons the training is going to be a very interactive session with your active participation. Extempore, group discussions and games are going to be a part of every session. You are very much free to share your views and knowledge with the rest of the class.

Introduce your friend

Make group of two and take five minutes to know your partner. After 5 minutes everyone will introduce his/her partner.

Does this happen to you

Weaknesses: "Suffer from prickly heat in summer."

Cover letter: "Enclosed is my resume for your viewing pleasure." Cover letter: "You are privileged to receive my resume." Experience: "10 years of experience in financail budgiting and transactions rigistering."

Cover letter: "Please overlook my resume." Cover letter: "I'm submitting the attached copy of my resume for your consumption."

Skills: "Grate communication skills." Yes, but can you talk and chop at the same time? Experience: "Responsibilities included recruiting, screening, interviewing and executing final candidates." Cover letter: "Salary demanded - $65,000."

We are living in the age where the economy is based on the exchange of information. This is the information age where we operate our business through communication of various kind of information.

WHAT IS COMMUNICATION???
Express your views about the training/ communication!

The word communication is derived from Latin word

Communis or Communicare which means to make common. Communication in simple terms can be understood as the exchange of information.

The word communication has been defined differently by different persons of repute in management.
These are

Koontz and Donells :Communication is the transfer of information from one person to other whether or not it elicits confidence.

Louis A. Allen
Communication is the sum of all things which a person does when he wants to create an understanding in the mind of another. It involves a systematic and continuous process of telling, listening and understanding.

George Terry
Communication is an exchange of facts, ideas, opinion or emotions by two or more persons.

Why communication is being discussed

o o o o o o o Coordination Planning Controlling Organizing Knowledge management Emotional Expression Motivation

Sources of Communication
There have been various mediums through which we communicate with each other. From pigeons to emails.

Can you name some sources?

Face to face Telephonic SMS E-mails Social networking sites Postal( letter, document, telegram, greeting cards) Newspaper

Choice of communication channel

The channels of communication are considered rich or poor based ono handle multiple cues simultaneously, o facilitate rapid feedback, o be very personal.

Game of diagram:
All of you have to form teams of two each and one out two will be assigned a diagram. He has to tell his team member the diagram through symbols without saying any word.

Channel richness Richest

Type of Message Nonroutine Ambiguous

Information Medium

Text

Text

Face to Face Talk

Text

Text

Telephone

Text

Text

Electronic Mail

Text

Text

Memos Letters

Text

Text

Flyers bulletins general report

Types of Communication
(based on Communication Channels)

It could be broadly divided in two categories o o Verbal Communication Non-verbal Communication

Verbal Communication
Verbal communication is further divided into oral and written communication. The oral communication refers to the spoken words in the communication process. Oral communication can either be face-to-face communication or a conversation over the phone or on the voice chat over the Internet.

The other type of verbal communication is Written communication. Written communication can be either via mail, or email. The effectiveness of written communication depends on the style of writing, vocabulary used, grammar, clarity and precision of language.

Non verbal Communication

Non -Verbal Communication is the message or response not expressed or sent in words but in form of hints , suggestions , indications.

Activity or inactivity, words or silence, all have message value: they influence others and these others, in turn, respond to these communications.

Non-verbal communication includes facial expressions, eye contact, tone of voice, body posture and motions, and positioning within groups. It may also include the way we wear our clothes or the silence we keep.

If a persons words say one thing and their nonverbal communication says another, you will pay attention to the nonverbal communication and that is usually the correct decision.

Types of Communication
(based on style and purpose)

Based on the style of communication, there can be two broad categories of communication:o o Formal Communication Informal Communication

Formal Communication
Formal communication includes all the instances where communication has to occur in a set formal format. Typically this can include all sorts of business communication or corporate communication

Examples
Official conferences. Meetings. Written memos. Corporate letters.

Informal Communication
Informal communication includes instances of free unrestrained communication between people who share a casual rapport with each other. Informal communication requires two people to have a similar wavelength and hence occurs between friends and family.

Types of Communication
(Based on number of people )

o Intrapersonal communication o Interpersonal communication o Group communication o Mass Communication

Intrapersonal Communication
Communicating within yourself. When you think, daydream, solve problems, and image, you are in the realm of intrapersonal communication. Transcendental meditation, for instance, is an example of such communication.

Interpersonal Communication
This form of communication describes the interactions of two or more people. Example Face-to face communication between two persons is an example of such communication.

Group communication
Group communication shares all these qualities, though in a much less measure.
Group communication requires the following conditions: leadership, equal sharing of ideas, peer pressure, roles and norms, and focuses on a common goal.

Mass Communication
Mass communication powerfully affects our attitudes and beliefs, as well as our perspective on social life.
Some Examples of if may be media -print newspapers or magazines, electrical radio, TV or video, or even electronic.

Elements of Communication
o Sender
o Receiver o Channel/medium of communication

Process of Communication
The communication process is made up of four key components o Encoding o Transmitting process o Decoding o Feedback

Encoding process
In order to convey meaning, the sender must begin encoding, which means translating information into a message in the form of symbols that represent ideas or concepts.

Transmitting process
To begin transmitting the message, the sender uses some kind of channel (also called a medium). The channel is the means used to convey the message.

Decoding process
Once the message is received and examined, the stimulus is sent to the brain for interpreting, in order to assign some type of meaning to it. It is this processing stage that constitutes decoding.

Feedback
After receiving a message, the receiver responds in some way and signals that response to the sender. Feedback is a key component in the communication process because it allows the sender to evaluate the effectiveness of the message.

Barriers to communication
o The external/internal forces may affect the effectiveness of communication by acting upon any or all of the basic elements of communication act/process and the sender and receiver channel.

General barriers
o o o o o o Noise Wrong/unclarified assumptions Cultural barriers Socio-psychological barriers Emotions Selective perception

General Barriers
o o o o o o Filtering Information overload Loss by transmission Poor retention Poor listening Goal conflicts

General Barriers
o o o o o Offensive style Time and distance Abstraction Slanting Inferring

Barriers from senders side

o Lack of planning o Vagueness about the purpose of communication o Objectives to be achieved o Choice of wrong language resulting in badly encoded message o Unshared and unclarified assumptions o Different perceptions of reality o Wrong choice of the channel

o o o o o o o o o o o

Poor listening Inattention Mistrust Lack of interest Premature evaluation Semantic difficulties Bias Different perception of reality Lack of trust Attitudinal clash with the sender Not in a fit physical state

Barriers from receiver's side

Socio-psychological barrierso Status o Perception and reality

Characteristics of successful communication

o o o o o o o Candidness Clarity Completeness Conciseness Concreteness Correctness Courtesy

Communication Styles
Good communication skills require a high level of self-awareness. Understanding your personal style of communicating will go a long way toward helping you to create good and lasting impressions on others.

Communication Styles: A Self-Assessment Exercise

There are basically four styles of communication

Style# 01
People with this style talk about:
WHAT Results Objectives Achieving Doing Action (A)

Characteristics of Style#01
Results Objectives Performance Responsibility Feedback Experience Pragmatic Direct Impatient

Productivity
Efficiency Moving ahead Decisions

Challenges
Achievements Change

Decisive
Quick Energetic

Style# 02
People with this style talk about: HOW Strategies Organization Facts Process (PR)

Characteristics of style#02
Facts Procedures Planning Organizing Controlling Trying out Analysis Observations Proof Details Systematic Logical Factual Verbose Unemotional

Testing

Cautious

Patient

Style# 03
People with this style talk about: WHO Communication Relationships Teamwork

People (PE)

Characteristics of style#03
People Needs Motivation Self-development Sensitivity Awareness Spontaneous Empathetic Warm

Teamwork
Communications Feelings Team spirit

Cooperation
Beliefs Values Expectations

Subjective
Emotional Perceptive Sensitive

Style#04
People with this style talk about:

WHY Concepts Theories Innovation Ideas (I)

Characteristics of style#04
Concepts Innovation whats new in the field Creativity Imaginative Charismatic

Interdependence
New ways New methods Improving Problems Alternatives

Opportunities
Possibilities Grand designs Issues Potential

Difficult to understand
Ego-centered Unrealistic Creative Full of ideas Provocative

Adjusting to Others Communication Styles

Communicating with an Action (A) oriented person

o Focus on the result first; state the conclusion at the outset. o State your best recommendation; do not offer many alternatives. o Be as brief as possible. o Emphasize the practicality of your ideas. o Use visual aids

Communicating with a Process (PR) oriented person

o o o o o o o Be precise; state the facts. Organize your discussion in a logical order Background Present situation Outcome Break down your recommendations. Include options and alternatives with pros and cons. o Do not rush a process-oriented person. o Outline your proposal.

Communicating with a People (PE) oriented person

o Allow for small talk; do not start the discussion right away. o Stress the relationship between your proposal and the people concerned. o Show how the idea worked well in the past. o Indicate support from well-respected people. o Use an informal writing style.

Communicating with an Idea (I)

o Allow enough time for discussion. o Do not get impatient when he or she goes off on tangents. o Try to relate the discussed topic to a broader concept or idea o Stress the uniqueness of the idea or topic at hand. o Emphasize future value or relate the impact of the idea to the future. o If writing, try to stress the key concepts that underlie your recommendation at the outset.

oriented person

Improving your style of communication

o Be aware of your own communication style. o Study the style of those around you.
o Adjust to the other styles of communication.

o To build rapport, during a conversation try and match the other persons movements, posture and verbal style.
o Change your style of communication suit the different setting. o Dont criticize others communicating differently. for

Figuring out what to say and the best way to say it

o In order to make interesting conversation, you must be keeping yourself informed on current events, staying involved in activities, and keeping a mental list of good topics of discussion are excellent ways to break the ice.

o Instead of focusing on how uncomfortable you feel, prepare yourself by thinking of the issues that interest you most a little preparation will go a long way in enabling you to easily converse with others. Don't be afraid to ask questions.

o Make an effort to be a good listener when starting a conversation. Balance is the key in any conversation. Alternate between talking and listening to what the other person is saying and make additional comments as appropriate.

o Even if you find it extremely difficult, always greet those you encounter with a smile and look them directly in the eye.

o Try to remember small details about co-workers and acquaintances. Show genuine interest in those around you.

Ego Management
Being flexible without compromising your identity

Test of dominant ego state

EGO
In simple terms, ego is that part of our minds that Constantly thinks in terms of I , me, and Mine. This can result in our being taken offcourse from our desired path of effective personal development or self improvement and onto a road of frustration.

Ego Management
o Controlling or managing ego without becoming doormats. o Manage your thoughts rather than your thoughts managing you. o Personal development-knowing more about yourself

Listening Skills
We were given two ears but only one mouth. This is because God knew that listening was twice as hard as talking.

What is listening?
Listening means absorption of meaning of the words and sentences by the brain. It is the proper matching of the mental faculties of the sender and the receiver.
Listening is completely different from the word Hearing. It requires concentration which is focusing of your thoughts upon one particular problem

LISTENING

SPEAKING READING

WRITING

LEARNED

FIRST

SECOND

THIRD

FOURTH

USED

45%

30%

40%

9%

TAUGHT

LEAST

NEXT LEAST

NEXT MOST

MOST

Triple A listening
Good listening is built on three basic factors: o Attitude o Attention o Adjustment

Fallacies of listening skills

o o o o o Listening is not my problem! Listening and hearing are the same Good readers are good listeners Smarter people are better listeners Listening improves with age

Steps for active Listening

Hearing
Understanding

Evaluating

Hearing
o In this step of listening, the listener just hear the speaker. o Hearing means that listener only just catch up the points of the speaker. o In this step no understanding or evaluation is required by the listener.

Understanding.
o This is the secondary step of Listening process. o In this step the listener take up the point he has heard and try to understand or create a meaning about it. o Thus we can say that Listening leads to the understanding of the facts and ideas.

o This is the final step of listening. o After listener is sure about his understanding, the listener now thinks whether it makes any sense or not. o The process of evaluation is going on in his mind. o After that he provides feedback to the sender.

Evaluating

Barriers in Listening
o o o o o o Lack of Interest Ego Preconsumed ideas Mismatch of perception Language difference Disability of hearing

Tips for being a good listener

Give your full attention on the person who is speaking If you feel your mind wandering, change the position of your body and try to concentrate on the speaker's words. Let the speaker finish before you begin to talk.

 You can't really listen if you are busy thinking about what you want say next. Listen for main ideas Ask questions Give feedback.

Understanding Nonverbal Communication

Recognize that people communicate on many levels. Watch their facial expressions, eye contact, posture, hand and feet movements, body movement and placement, and appearance and passage as they walk toward you. Every gesture is communicating something if you listen with your eyes. Become accustomed to watching nonverbal communication and your ability to read nonverbal communication will grow with practice.

"The bearing with which one presents oneself proclaims one's position in life. Nancy Henly, author of Body Politics

o 93% of communication is nonverbal o 55% through facial expression, posture, gesture o 38% through tone of voice

Functions of non-verbal communication

o Express emotions o Express interpersonal attitudes o To accompany speech in managing the cues of interaction between speakers and listeners o Self-presentation of ones personality o Rituals (greetings)

Nonverbal messages can interact with verbal messages in six ways

o o o o o o Repeating Conflicting Complementing Substituting Regulating Accenting/Moderating

o To function effectively as a team leader. o The team members project attitudes and feelings through non-verbal communication.

Knowledge of non-verbal communication is important managers

Types of Nonverbal Communication

o Paralanguage- Voice, Articulation, Modulation, Pronunciation and Pauses o Kinesics- Body Language o Proxemics- Space distancing o Chronemics- Touch o Artifacts-Saying words with clarity and forcefulness so they are individually audible and discernible,

Paralanguage
Rate-speed-When a speaker uses a faster rate they may be seen as more competent. Pitch-We associate low pitch voices with strength, attractiveness and maturity. We associate high pitches voices with tenseness, helplessness, & nervousness.

 Volume-Loud people are perceived as aggressive or overbearing. Soft stolen voices are perceived as timid or polite. Vocal Fillers-Fillers can destroy your presentation, hurt your credibility, and annoy your audience (um, uh, ah). Treat your pauses like gold.

 Quality- Made up of tempo, resonance, rhythm, and articulation. Infants cannot understand words so they rely on nonverbal cues for information. Children from ages 6-12 use words to make sense of messages. This is why kids don't understand sarcasm.

Kinesics -Body Movements

Kinesics are divided into 5 categories o Emblems-body movements that have direct translation to words: OK o Illustrator- Accent emphasizes or reinforces words: Fish was this big! o Regulators- Control the back and forth flow of speaking and listening. o Display of feelings- Feelings are shown through face and body motions o Adaptor-Way of adjusting to communication situation: Twist hair, tap pen

Occulesics -Eye behavior

Occulesics deals with eye behavior as an element of communication. Some aspects of occulesics deal with a static or fixed gaze versus dynamic eye movement.

In the West, direct eye contact (looking into the eyes of the other person) is common about 40 percent of the time while talking and 70 percent while listening. In Japan, it is more common to look at the throat of the other person. In China and Indonesia, the practice is to lower the eyes because direct eye contact is considered bad manners, and in Hispanic culture direct eye contact is form of challenge and disrespect.

Appearance/Artifacts
o o o o o o Clothing Uniforms Occupational dress Leisure clothes Costumes Color

Proxemics
o It is the nonverbal study of space and distance o The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social norms, situational factors, personality characteristics, and level of familiarity.

Distance Zones
1. Intimate distance-no more than 18 inches apart mom and baby. 2. Personal Distance-18 inches to 4 feet Casual and personal conversations. 3. Social distance-4-12 feet impersonal, business, social gatherings. 4. Public distance-More than 12 feet Public speaking

Haptics
The study of touch is called haptics. A high five is an example of communicative touch.

Examples of haptics
Touches that can be defined as communication include handshakes, holding hands, kissing (cheek, lips, hand), back slapping, high fives, a pat on the shoulder, and brushing an arm. Touching of oneself during communication may include licking, picking, holding, and scratching.

Types of haptics:
1. Functional/professional 2. Social/polite 3. Friendship/warmth 4. Love/intimacy

Olfactics
o Olfactics is the study of smell in relation to human communication o Smells are also powerful at triggering our memory, with certain smells being tied to different emotions, people, or events. o Loud smells most of the time give a negative image to people around. So it is always advised wear light perfumes. People with loud perfumes are considered illmannered and aggressive.

Chronomics
o Nonverbal communication study of time. o The reaction time tells a lot about the person. The people have delayed reaction are considered Type B mostly( keeping the other variables constant). Similarly people who give prompt reactions are considered as type A.

Facial Expressions
You have 80 muscles in your face that can create more than 7,000 facial expressions.

Six main types of facial expressions found in all cultures

o Happiness- round eyes, smiles, raised cheeks o Disgust-wrinkled nose, lowered eyelids and eyebrow, raised upper lip

o Fear- around eyes, open mouth o Angry- lower eyebrow and stare intensely. o Surprise-raised eyebrow, wide open eyes, open mouth o Sadness- Area around mouth and eyes

Letter Writing

Letter writing is an art. A wellwritten letter is a always a pleasure to read. Writing a letter is about conveying a message. The context can be casual or formal. The flow of thoughts has to be continual.

o Write the date in an indexed form. o Formal letters require a subject line that has to be brief e.g. Sub: EMI of my loan account or Sub: Disconnection of my internet. o Keep the salutation very formal. o First names generally do not feature here. Sincerely is more preferred to yours faithfully in formal letters.

Techniques of letter writing

o Make the Letter Clear and simple Use short words. Avoid jargon or vague words which may confuse the letter reader. o Use only one side of the paper. o Make your letter Short. Be as brief as possible. o Make your letter come Alive - Try to address the letter directly to the reader. o Make it correct - Avoid spelling, poor grammar, and mistakes in your letter. If you can prepare your letter on a computer, it will be neater.

Tips for writing effective letter

Interest of the reader

A letter should be written in such a way that it catches the interest of the reader

Objective
Before you start writing, ask yourself the reason and the purpose of writing the letter. Then drive the content of the letter toward the goals you want to achieve.

Lead
Your opening sentence and headline should be such that they attract the attention of the reader and retain interest until the very end. Use simple language, yet captivating content.

Informal Dialog
Write using a conversational tone so that the letter flows like a natural conversation between you and the reader. Focus on grammar, spelling and the message that you want to convey.

Writing Format
It is always better to use tried and tested writing formulas that have worked in the past. This way, you not only reduce your chances of failing but also greatly increase your chances of writing a business letter that gets results.

Emphasize
If you want to draw the attention of the reader to certain key parts of the letter, you can do so by using bold letters or highlighting to emphasize.

Advantages for the Reader

Rather than focusing your writing on how great your product or service is, you should elaborate on the various ways the product or service will be beneficial to the reader. Place more emphasis on how the product or service will be useful to the reader by relating the different ways it will save money, time, solve a problem or yield more profit.

Avoid Jargon
Write in simple language. Using plain vocabulary is recommended since it is easier for the reader to comprehend the sales content. Avoid using industry jargon unless it would properly fit the audience.

Testimonials
You can include testimonials and references with your letters; this works to create a favorable impression about your business and thus enhances your credibility.

Cater To All Readers

Your letter should be able to capture the attention of readers who read through the entire letter as well as those who merely glance through the letter. Bulleting and using headlines are great ways to give the reader a brief idea of the entire content of the sales letter.

Types of letter
o Acknowledgement Letter Purpose: Letting someone know you have received something sent to you.
Format:

Short, polite note mentioning when the item arrived and express thanks.

Adjustment letter
Purpose: Response to a complaint letter

Format:

o o o

o
o

Open with whatever you believe the reader will consider good news. Explain what caused the problem. Explain specifically how you intend to make the adjustment. Express appreciation to the customer for calling your attention to the situation. Point out any steps you may be taking to prevent a recurrence. Close pleasantly. Avoid recalling the problem in your closing.

Points to remember
o Tone is critical o Emphasize what you are doing to correct it. o Know company's policies. o Avoid law admissible, condemning terms.

Application letter
Purpose: A sales letter, marketing your skills, abilities and knowledge.

Format:
o Identify an employment area or state a specific job title. o Point out your source of information about the job. o Summarize your qualifications for the job, tailored to job requirements o Refer the reader to your resume. o Ask for an interview, stating where you can be reached and when you will be available for an interview.

Points to remember
o Catch the reader's favorable attention. o Convince the reader you are qualified. o Be sincere and honest. o Don't duplicate the resume. o Request an interview.

Complaint Letter
Purpose: Customers asking that certain situations be corrected.

Format:
o The opening includes all identifying data. o The body explains logically and clearly what happened.. o Conclusion should be friendly and request action.

Points to remember
o Be sure of your facts o Include copies of any support information o Avoid overtones of accusations

Inquiry Letters
Purpose: To request assistance, information, or merchandise

Format:
o o Keep questions concise but specific and clear Phrase questions so that the reader will know immediately what type of information you are seeking, why you are seeking it, and how you will use it. If possible, present your questions in a numbered list. Keep questions to a minimum Offer inducement for the reader to respond Promise to keep responses confidential (where appropriate) Express appreciation

o o o
o

Points to remember
o Include the address to which the material is to be sent o Improve response by enclosing a stamped, self addressed return envelope.

Reference Letter
Purpose: Recommending someone for employment .

Format:
o o o

Identify yourself: name, title or position, employer and address State how long you have known the applicant and the circumstances of your acquaintance. Address specifically the applicant's skills, abilities, knowledge and personal characteristics in relation to the requested objective. Conclude with a statement of recommendation and a brief summary of the applicant's qualifications

Points to remember
o Be familiar with the applicant's abilities to offer an evaluation o Truthfully communicate that evaluation to the inquirer

Refusal Letter

Purpose: Refuse some kind of request

Format:
o o o o A buffer beginning. A review of the facts. The bad news, based on the facts. A positive and pleasant closing.

Point to remember
Place yourself in the reader's position.

Tips for writing a business letter

o Use 8 " by 11" unlined paper

o Use 1" margins on all four sides o Use a serif font such as Times Roman (12 point) or Georgia (11 point). o A business letter should be singlespaced and should be typed

Format of business letter

o Return address of the letter writer. o The date of the letter. o Complete name, title, and address of the recipient. o Salutation with a colon o Body of the letter. o Closing. o Enclosure.

Return address of the letter writer:

For example, 16 Main Street M.G Road, Kolkatta 12345

The date of the letter:

This is usually typed in one of two ways: (Begin with the day, no comma) 15 January 2008 OR (Begin with the month; use a comma) December 1, 2007

Complete name, title, and address of the recipient:

For example, Ms. Anita Bashisht, Chair Department of Linguistics Devi Ahiliya University 15 RNT Marg Indore, 45435

Salutation with a colon:

For example,

Dear Ms. Bashisht:

Body of the letter:

It is best to keep an initial business letter short. Business people are busy and do not have time to read long letters! In a one-page letter, you will usually only need three or four paragraphs, single spaced. Use a double space in between paragraphs. See examples that are given to you.

Closing
The most common closing is "Sincerely." Follow this with a comma. Skip four single lines after the closing and type your name. Sign your name in the space above your name. For example, Sincerely, Jayesh Sharma Jayesh Sharma

Enclosure
If you are enclosing additional information with your letter such as address proof skip two single lines after your typed name and type "Enclosure" or "Enclosures." If you use the plural, you have the option of stating the number of enclosures in parentheses. Enclosures (2)

When, on May 24th, 1844, Samuel B. Morse sent the first telegraph message, it stated simply What hath God wrought! and was a profound moment in the history of human communications. Fully 160 years later, we have email, which speeds messages, documents, and images at the speed of light to all corners of the Earth (and even space.) Even though it has become ubiquitous in business, many messages are sent without thought as to the impression theyre making on the receiving end. Most of these problems are easy to address with simple procedural changes.

Emails

Understanding E-mail
What do cc: and bcc: mean There is a certain etiquette with email, especially in the use of the carbon copy (cc :) and blind carbon copy (bcc :) fields.

Diagram of an E-mail

Carbon Copy (CC:)

It is courteous to add addresses to the 'cc:' field if those people need to know about the subject but are not required to act on the contents.

Blind Carbon Copy

The 'bcc:' field is useful where discretion is required. People in this field are concealed from other recipients in the 'To', 'cc:' and 'bcc:' fields. They can themselves see others in the 'To' and 'cc:' fields but not the 'bcc:' fields.

Plain text email

Plain text email means that only the words are transmitted to the recipient, without any formatting information. So your subscriber can control the format of the email in their email reader, using the size and font that best suits their eyesight.

HTML email
HTML email allows you to add formatting to your text as well as images or links using HTML code. Many online newsletters are written in this format as they provide a more visual medium and are pleasing to look at.

Signature File
Signature files can be attached to every outgoing message you send, usually containing contact details and other relevant information.

 Uses for an email signature include: Confidentiality statements Drawing attention to web site addresses Promoting a newsletter

Tips for writing e-mail

Email is meant for quick, simple communication. As a general guide that means roughly 4 or 5 paragraphs at most. Due to the limitations of formatting and layout, anything much longer than that is probably best sent as a separate attachment such as a Word file. Most people have a limited attention span with email - if they are receiving a lot of mail you want to get the main message explained in the shortest possible space.

Important points to remember while writing email

o Email is much less formal than a written letter. Emails are usually short and concise.
o If you are writing to someone you don't know, a simple "Hello" is adequate.

o When writing to someone you know well, feel free to write as if you are speaking to the person.
o Use abbreviated verb forms (He's, We're, He'd, etc.)

o Include a telephone number to the signature of the email. This will give the recipient the chance to telephone if necessary.

o It is not necessary to include your email address as the recipient can just reply to the email.

o When replying eliminate all the information that is not necessary. Only leave the sections of text that are related to your reply. This will save your reader time when reading your email.

Mistakes to Avoid When Writing Email

o Thinking e-mail is good for everything o Not writing e-mail from the reader's perspective o Forgetting about the importance of etiquette

o CCing the world. o Believing that an erased e-mail is gone forever. o Viewing instant messages as less 'formal' than e-mail. o Assuming people have time to read your entire message

o Mismatching the sender's tone o Lack of a clear request o Not re-reading before you hit 'send'

Telephone Etiquettes
Telephone Etiquette is more important than ever in todays business environment. Most of our business communications takes place on the phone. Proper phone technique can make or break deals or relationships

Tips to follow while answering your own professional calls or handling calls for others
o o
o o o

Avoid using Slangs. Make use of phrases such as "May I help You", "You are welcome", and "Thank You", etc. Put the receiver down gently. Never slam the phone. Always speak clearly so that the other person can understand what you are saying. When picking up the phone, it is good practice to identify your Company and yourself to the caller.

o
o

o o

When transferring calls, make sure that you are well versed with the procedure for call transfers. It is good practice to use the name of the person you are transferring the call to. Always adopt a pleasant tone of voice and be attentive. When placing a call on hold, inform the caller of the same. Don't interrupt the caller when speaking. When initiating a call, spend a few moments to mentally prepare yourself so that you know what need to be said / discussed.

Do's and don'ts

o Don't type or shuffle papers while you're on the phone - it suggests that you're not listening to the caller. o If you have to put the phone down, do it gently to spare your caller's ear. o Rid your mouth of food, gum, cough drops, or candy before talking on the phone - the receiver amplifies your noshing.

o If you have to sneeze or cough, turn your head and cover your mouth - and the receiver. o Speak directly into the receiver - don't bury it in your shoulder or neck. o If you dial the wrong number, explain yourself and verify the phone number so you don't repeat the call. Don't hang up; that's just rude. o Cut down on the background noise when taking or making a call. Radios, televisions, and even computer bings and bleeps can be distracting over the phone.

Taking Message
o Record the time and date the call came in. o Verify the caller's name, company name, and phone number. o Initialize the message, so if the person who received the message has any questions, he or she can contact you. o Get a short statement about the caller's intent.

Presentation Skills
Ideas, concepts or issues talked about or spoken to a group or audience Skills required to give a good presentation can be developed.

Preparation is the Key

o Preparation/ Planning is the first step on the ladder to success

o Aspects in the development of a good presentation Subject Centered (Material) Audience Centered (Audience) Self Centered (Self) I want (who) to (what) (where, when and

how) because (why)

Before preparation: Ask these questions

Who is your audience? What do you want to present (content)? Why do you want to present (purpose)? Where will you be presenting (place)? How do you want to present (words to be
used or not, slides to be used)

Preparation: Audience Analysis o What is the audience interested in o What does the audience want o What does the audience already know and needs to know o What are their needs, expectations from this presentation o How will the audience benefit from this presentation

Frame the content keeping in mind following points Structure the content in line with the audiences needs What do you want to tell the audience? What is your objective? Prepare keeping in mind the time allotted Anticipate the questions and prepare Collect material from a variety of sources Arrange points logically and sequentially Prepare handouts as well

Time allocation in presentation

2 to 2.5 minutes--- opening/beginning 20 to 21 minutes--- middle section 2 to 3 minutes --- closing/end 5 minutes --- questions

The Beginning
o Should be carefully designed o Get attention shock, humor, question, story, facts & figures ,well rehearsed yet natural o Motivate audience to listen

Structure of Preparation
o Sequence should be logical & understandable o Interim summaries- Recaps o Value of visual aids-flip charts, handouts etc. o Use the 4 Ps Position Possibilities Problem Proposals

Designing the Climax

o Last 2 to 2.5 minutes are as critical as the first five minutes for a successful presentation o Summarize- highlight important points o Suggest action- what to do and when, where and how to do it

Key issue: Stage Fright

o o o o Everyone has it to some degree Can be used constructively Key issue is not elimination of fear Instead channel the energy it generates for an effective presentation

For Effective Delivery

o Be active - move o Be purposeful - controlled gestures o Variations vocal (pitch, volume, rate) o Be natural o Be direct dont just talk in front of the audience talk to them

Sensitivity to the audience

o See the audience o Take non-verbal feedback congruent and incongruent body language o Modify to meet audience needs o Dont just make it as a presentation

Handling Questions
o Do not get confused o You are not supposed to know everything o Anticipate and keep answers ready o Sometime questions themselves give you a lead to highlight your point of view

Appearance
Physical Appearance
o Dress neatly and tidily - first impressions are important. o Carry yourself in a confident and professional manner.

Eye Contact
Keep eye contact with the audience. This will: o Keep them alert. o Make them feel that they are being directly spoken to. o Make them feel part of the class. o Give them confidence in you as the instructor/presenter.

Do not:
o Stare (intimidate). o Move your eyes from side to side (distraction). o Look out the window or at the clock (indicates boredom). o Look only at the training aids or chalk board (this can be perceived as impolite). o Look at your feet or at the ceiling (indication of nervousness or timidity).

Body Movements
o Be natural - don't move around too much or too little. o Move forward for emphasis (e.g. when standing at a podium). o Relax when talking from behind a desk this creates some intimacy with a group. o Slowly and on occasion move from side to side to engage all parts of the class.

Do not:
o Stand rigid. o March. o Slouch (stoop)

Gestures
o Use meaningful and appropriate gestures to make a point.

o Play with keys or coins in your pocket. o Use your hands too much, touching your nose or ears and excessive coughing. o Use gestures that indicate you are washing your hand of a situation or wringing your hands because of frustration. o Use a praying gesture as some may find this offensive or foot tap as this may be perceived as patronizing. o Use a pointer, pen, pencil or chalk to point at an individual may be perceived as offensive.

Do not or at least avoid:

Voice
Volume o Speak loudly enough to be heard. Pitch o Use effectively to convey meaning. Rate o Speak more quickly to convey enthusiasm. o Speak more slowly to emphasize key points or issues.

o Speak so quickly that no one can understand. o Speak so quickly that materials are glossed over rather than well explained so that they are understood. o Speak so slowly that people become bored or drowsy. o Articulation o Speak clearly, pronouncing words carefully -don't mumble. Control your lips, teeth and tongue to assist you.

Do not:

Language
o Avoid "pet" expressions (E.g."O.K.","Like", "You know"). o Do not use profanity (bad language, oath, pledge)

Humor
o Use humor but only appropriately

Methods to plan impromptu (unplanned) talks

METHOD I - PREP o o o o P = Point R = Reason E = Example P = Point

Point o Personal viewpoint. o Something strong. o Attention getter Reason o Explain why you feel this way. Example o Real life examples which clearly illustrate your viewpoint. o Support material. 1 Point o Go back and re-state the point.

METHOD II - PAST / PRESENT / FUTURE

o Past - What happened in past? o Present - What is present situation? o Future - Where are we going in the future?

METHOD III - RELATED INCIDENT METHOD

o Use the subject as a reminder of a previous incident. o Relate the incident or an experience using lots of detail. (E.g. asked to speak on safety, tell story of your first accident or first investigation of fatality and the effects it had on you.)

METHOD IV - 5 "W's" AND ONE "H"

What What happened? What was the cause? Who Whom did it happen to? Who is involved? Where Where did it happen?

When When did it happen? Why Why did it happen? Why are you involved? How How did it happen? Are you involved?

So to conclude :
o Always prepare o Channelize you fear o Interact with your audience