Formal communication 4th and 5th class

8/7/2019 Formal communication 4th and 5th class

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Effective CommunicationsEffective CommunicationsAt WorkAt Work

Yagika MadanYagika Madan


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Communication is not a mysteriousCommunication is not a mysterious

process.process.

It takes place when the ideas from yourIt takes place when the ideas from your

mind are transferred to anothers andmind are transferred to anothers andarrive intact, complete, and coherentarrive intact, complete, and coherent

Make Presentations with Confidence,Make Presentations with Confidence,

BarronsBarrons


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FACTOIDFACTOID

The averageemployeereceivesThe averageemployeereceives

about 190 communications a day byabout 190 communications a day by

paper, voicemail,email,phone,etc.paper, voicemail,email,phone,etc.

from a Pitneyfrom a Pitney--Bowes surveyBowes survey


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TYPES OFTYPES OF

COMMUNICATIONCOMMUNICATION

FACEFACE--TOTO--FACEFACE

MEETINGSMEETINGS

WRITTENWRITTEN

ELECTRONICELECTRONIC

(EMAIL)(EMAIL)

TELEPHONETELEPHONE(VOICEMAIL)(VOICEMAIL)


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FACEFACE--TOTO--FACEFACE

MostpeoplepreferMostpeopleprefer

to get informationto get informationfaceface--toto--face,face,

especiallyfromespeciallyfrom

theirimmediatetheirimmediate

supervisorsupervisor


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The BenefitsThe Benefits (face(face--toto--face)face)

OpenstwoOpenstwo--waycommunicationwaycommunication

AllowsforimmediateresponsetoAllowsforimmediateresponseto

questions,misinterpretations,feedback,questions,misinterpretations,feedback,

etc.etc.

Takes advantageofvoice and bodyTakes advantageofvoice and body

languagelanguage


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The Challenges (The Challenges (faceface--toto--faceface))

Use inUse in--person communication when youperson communication when you

havetoshare information thatwill affecthavetoshare information thatwill affect

the audiencethe audience

Useforperformanceevaluations andUseforperformanceevaluations andfeedbackfeedback

Usewhen the information beingUsewhen the information being

communicated needs immediate attentioncommunicated needs immediate attention

Beprepared to answerquestions directlyBeprepared to answerquestions directlyand immediatelyand immediately


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The Dos and Donts (faceThe Dos and Donts (face--toto--face)face)

DODO ---- givepeopleyourundividedgivepeopleyourundivided

attentionattention ---- listen,reallylisten, givefulllisten,reallylisten, givefull

attentionattention

DODO ---- givepeoplehonest, direct andgivepeoplehonest, direct and

comprehensive informationcomprehensive information

DODO ---- treatpeoples ideas and concernstreatpeoples ideas and concerns

ascritical and seriousascritical and serious-- EMPOWEREMPOWERTHEMTHEM


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FaceFace--toto--FaceFace cont..cont..

DONTDONT ---- tell people what, tell themtell people what, tell them

why, how, and the larger picturewhy, how, and the larger picture

DONTDONT ---- make the conversation onemake the conversation one--way. Invite responsesway. Invite responses ---- discuss anddiscuss and

debatedebate

DONTDONT ---- answer the phone or take aanswer the phone or take a

call when someone is in your officecall when someone is in your office


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FaceFace--toto--FaceFace cont...cont...

DONTDONT---- waittoolong to ask for(ortowaittoolong to ask for(orto

give)feedback, gather informationgive)feedback, gather information

immediatelyimmediately

DONTDONT---- hold back bad news.Treatpeoplehold back bad news.Treatpeople

as intelligent adults,theywanttoheartheas intelligent adults,theywanttohearthe

truthtruth


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Communication is not overCommunication is not overwhen you finish deliveringwhen you finish delivering

your messageyour message


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Types ofM

eetingsTypes ofM

eetings Executive BriefingExecutive Briefing InformationalInformational

Meeting with aMeeting with a

Sponsor (e.g. SiteSponsor (e.g. SiteVisit)Visit)

StaffMeetingStaffMeeting

TeamTeam--buildingbuilding

InformalInformal Others...Others...

Lets Meet


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Why Meet?Why Meet?

The primary reason for meetings are toThe primary reason for meetings are to

share or brainstorm information or toshare or brainstorm information or to

develop action steps towarddevelop action steps toward

accomplishing a goalaccomplishing a goal


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Making

Meetings Work

Making

Meetings Work

1. Make an agenda and stick to it. Send it1. Make an agenda and stick to it. Send it

out beforethemeeting, ifpossibleout beforethemeeting, ifpossible

2. Beclearaboutthereasonsforand goals2. Beclearaboutthereasonsforand goals

ofthemeetingofthemeeting

3. Have a facilitator3. Have a facilitator---- eithera professionaleithera professional

orask someone atthemeeting tosteporask someone atthemeeting tostep

intothisroleintothisrole


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Making Meetings Work cont.Making Meetings Work cont.

4. Watchthetime4. Watchthetime---- do notoverrundo notoverrun ---- keepkeep

the agenda flowingthe agenda flowing

5. Add humor, allowforlaughter,havefun5. Add humor, allowforlaughter,havefun ----itmakesfora muchmoreproductiveitmakesfora muchmoreproductive

meetingmeeting

6. Allowforconflict but dealwith it6. Allowforconflict but dealwith it

immediatelyimmediately


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The only thing worse than a bad meetingThe only thing worse than a bad meeting

is a great presentation that could haveis a great presentation that could havebeen sent as a memobeen sent as a memo


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WRITTEN COMMUNICATIONWRITTEN COMMUNICATION

MEMOSMEMOS

REPORTSREPORTS

BULLETINSBULLETINS LETTERSLETTERS

NEWSLETTERSNEWSLETTERS

HANDWRITTENHANDWRITTEN

NOTESNOTES


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The Benefits (written)The Benefits (written) Creates a permanentrecordCreates a permanentrecord

Allowsyoutostore information forfutureAllowsyoutostore information forfuture

referencereference

Easily distributedEasily distributed

AllrecipientsreceivethesameAllrecipientsreceivethesame

informationinformation

Necessaryforlegal and bindingNecessaryforlegal and bindingdocumentationdocumentation


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The Challenges (written)The Challenges (written)

MayseemextremelyformalMayseemextremelyformal ---- useuse

handwritten noteswhen it isto behandwritten noteswhen it isto be

personalizedpersonalized Must bewellwritten,straightforward andMust bewellwritten,straightforward and

conciseconcise

Written communications areusually notWritten communications areusually not

read right awayread right away


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DOs and DONTs (written)DOs and DONTs (written) DODO ---- realize it is notread assoon as it isrealize it is notread assoon as it is

receivedreceived

DODO ---- makesurethatthere isenoughtimemakesurethatthere isenoughtime

toprepare and send, and fortherecipienttoprepare and send, and fortherecipienttoreceive and digesttoreceive and digest

DODO ---- assesswriting skills, ifpoorassesswriting skills, ifpoor---- getget

helphelp


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Dos and Donts (written) cont...Dos and Donts (written) cont...

DODO ---- outline keypoints beforeoutline keypoints before

producing a draftproducing a draft

DODO ---- always draft a written piece andalways draft a written piece and

then reduce allunnecessarylanguagethen reduce allunnecessarylanguage----be briefbe brief

DODO ---- proofproof--read verycarefully beforeread verycarefully before

any document is distributedany document is distributed


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Dos and

Donts (written)

Dos and

Donts (written) cont...cont...

DONTDONT---- usethisformofcommunicationusethisformofcommunication

ifwriting isfulloferrorsifwriting isfulloferrors---- thisreflectsthisreflects

poorlyon thewriterpoorlyon thewriter

DONTDONT---- use ifcommunication istimeuse ifcommunication istime

sensitive. If immediatefeedback issensitive. If immediatefeedback is

necessarynecessary---- useemailuseemail


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Is it clear? Have you hit your target?Is it clear? Have you hit your target?

In writtenIn written

communication mostcommunication most

confusion &confusion &

frustration arecausedfrustration arecausedbyfailing to bebyfailing to be

specific ..specific ..

Make itclear, briefandMake itclear, briefandconcise..concise..


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THE PROBLEMTHE PROBLEM

WITH COMMUNICATIONWITH COMMUNICATION

IS the illusion that it has beenIS the illusion that it has been

accomplishedaccomplished

George Bernard ShawGeorge Bernard Shaw


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EMAILEMAIL

Email is nowtheEmail is nowthe

dominantmethoddominantmethod

ofcommunicatingofcommunicating

in business. It isin business. It isquick, inexpensive,quick, inexpensive,

flexible andflexible and

convenientconvenient


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But it could be a timeBut it could be a time--bombbomb

USE WITH CARE.


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The BenefitsThe Benefits (email)(email) Can besent and received anytimeCan besent and received anytime

Verytimeeffective,can besent andVerytimeeffective,can besent and

received within secondsreceived within seconds

CosteffectiveCosteffective---- nopaper, nostamps, nonopaper, nostamps, no

costscosts---- yet(?)yet(?)

Allowsfordirect accesstoothersAllowsfordirect accesstoothers Messagescan besaved and storedMessagescan besaved and stored


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The ChallengesThe Challenges (email)(email) Not everyone has an email account orNot everyone has an email account or

access to email at all timesaccess to email at all times

Email etiquetteEmail etiquette ---- no standardsno standards ---- peoplepeople

make up own styles, can be verymake up own styles, can be veryconfusingconfusing

Email is not confidentialEmail is not confidential ---- emails canemails can

be obtained from central network even ifbe obtained from central network even ifdeleted from personal computersdeleted from personal computers


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The ChallengesThe Challenges (email)(email)cont...cont...

Email istoooften used to distributeEmail istoooften used to distribute

inappropriatematerial,such asracialinappropriatematerial,such asracial

and genderjokesand genderjokes

Email istoooften used to avoidEmail istoooften used to avoid

confrontation and can beeasilyconfrontation and can beeasily

misinterpretedmisinterpreted


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The ChallengesThe Challenges (email)(email)cont...cont...

Email isoften sentoutwithoutreEmail isoften sentoutwithoutre--reading,reading,

proofproof--reading and otherstandards appliedreading and otherstandards applied

towritten communications. Wepressthetowritten communications. Wepressthe

send button toosoonsend button toosoon

Emailscan beforwarded and senttoEmailscan beforwarded and sentto

otherswithoutthe authors approvalorotherswithoutthe authors approvalorknowledgeknowledge


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The ChallengesThe Challenges (email)(email) cont...cont...

Emails areoften casual and informalEmails areoften casual and informal----

thiscan create a potentialhazardthiscan create a potentialhazard

Sendersoften assumethatemail isreadSendersoften assumethatemail isread

immediatelywhichcan createproblemsimmediatelywhichcan createproblems


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Dos and

Donts

Dos and

Donts (email)(email)

DODO ---- always begin youremailwith aalways begin youremailwith a

salutation and thepersons namesalutation and thepersons name---- a datea date

is a good idea aswellis a good idea aswell

DODO ---- alwaysclosetheemailwith a closingalwaysclosetheemailwith a closingsentence and yournamesentence and yourname

DODO ---- in thesubjectlinewrite a briefandin thesubjectlinewrite a briefand

clearreferencetoyourtopicclearreferencetoyourtopic


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Dos and DontsDos and Donts (email)(email) cont...cont...

DODO ---- considertheorderoftherecipientsconsidertheorderoftherecipients--

-- besensitivetoorganizationalhierarchybesensitivetoorganizationalhierarchy

DODO ---- limitthe numberofattachmentslimitthe numberofattachments

DODO ---- considerthepurposeoftheemailconsiderthepurposeoftheemail----

why is it being written in thefirstplace?why is it being written in thefirstplace?

DODO ---- consideralternativesconsideralternatives---- phone, voicephone, voice

mail, note,etc.can bemore appropriatemail, note,etc.can bemore appropriate


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DONTDONT ---- Send the entire email whenSend the entire email whenreplying. Only send the part that isreplying. Only send the part that isessentialessential

DONTDONT ---- Be too bluntBe too blunt ---- email is theemail is thecoldest form of communications. Watchcoldest form of communications. Watchthe tone. Be friendly but politethe tone. Be friendly but polite

DONT

DONT ---- Write an email longer than twoWrite an email longer than twoscreensscreens ---- it probably wont be readit probably wont be read


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DONTDONT---- use CAPS foremphasis in theuse CAPS foremphasis in the

bodyoftheemail. Itlooks and soundsbodyoftheemail. Itlooks and sounds

angryangry

DONTDONT---- use an automaticsignaturewithuse an automaticsignaturewitheveryemail. Useonly in your initialemail,everyemail. Useonly in your initialemail,

notwhen replying to a messagenotwhen replying to a message


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The biggest difference in theThe biggest difference in the

quality of your emailquality of your email

messages is made by youmessages is made by you


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Telephone and VoicemailTelephone and Voicemail

MostemployeesMostemployees

have accessto ahave accessto a

phone (andphone (andvoicemail)voicemail)

Using a telephoneUsing a telephone

can becan be

spontaneous andspontaneous andoften friendlyoften friendly


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ChallengesChallenges (telephone/voicemail)(telephone/voicemail)

Too spontaneous, might not be ready toToo spontaneous, might not be ready to

have a conversationhave a conversation

Not prepared when a call is received but

Not prepared when a call is received buttake it anywaytake it anyway

Cant reach party in time to relayCant reach party in time to relay

informationinformation

Not everyone has voicemailNot everyone has voicemail


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Tips for telephone & voicemailTips for telephone & voicemail

Letyour voicemailspeak foryou (dontLetyour voicemailspeak foryou (dont

havesomeoneelserecord yourmessage)havesomeoneelserecord yourmessage)

Record a daily greetingRecord a daily greeting -- letcallers knowletcallers knowwhen you are availablewhen you are available

When leaving a voicemailmessagetelltheWhen leaving a voicemailmessagetellthe

person whatyouwant and howtheyperson whatyouwant and howthey

should replytoyoushould replytoyou


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TipsTips (telephone/voicemail) cont...(telephone/voicemail) cont...

Leave your name and phone number atLeave your name and phone number at

the beginning of the voicemail messagethe beginning of the voicemail message

not at the endnot at the end

Before placing a call write down keyBefore placing a call write down key

points you want to coverpoints you want to cover

Give undivided attention when speakingGive undivided attention when speaking

on the phoneon the phone


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FACTOIDFACTOID

55% of what people perceive of others55% of what people perceive of others

comes from body language and facialcomes from body language and facial

expressionsexpressions

38% comes from tone of voice38% comes from tone of voice

7% is based on the actual words people7% is based on the actual words people

useuse


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Final ThoughtsFinal Thoughts

A persons competence and a personsA persons competence and a persons

effectiveness are based on their ability toeffectiveness are based on their ability to

communicate effectivelycommunicate effectively

Competence isnt the problemCompetence isnt the problem ----

How you Communicate isHow you Communicate is

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Formal communication 4th and 5th class

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