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COMMUNICATION SKILLS
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Course Content
Process of Communication
Communication in Organization- Nature, Function and Scope
Management of Written and Oral Communication
Barriers to Effective Communication
Report Writing
Communication Technology and its impact on Office Proceduresand Automation
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If all my possessions were taken from me with one exception,I would hope to keep my power of communication --- for by it
I would regain all the rest.
Daniel Webster, American Journalist
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What is Communication?
Communication is the giving and receiving of feedbackbetween individuals and/or groups for the purpose ofexchanging information.
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Communication is....
Transactional
Complex
Unavoidable
Continuous
Learned
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The Communication Process
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The Communication Process
Sender- Factors that determine how
effective the message of the sender is are:
the attitude
communicators symbols
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Components of Communication Process
Context
Physical Environment
Climate
Communicator
Message
Channel
Noise Barrier
Feedback
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Job Success
09/22/11
85%
15%
People Skills (whoyou are)
Technical Skills (whatyou know)
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Harvard,CarnegieFoundationandStanfordResearchCenterHarvard, Carnegie Foundation and Stanford Research Center
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Business Communication
Business communication is the giving and receiving of feedback
between individuals and/or groups for the purpose of exchanginginformation and altering or enhancing performance.
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Communication in Organization- Nature,Function and Scope
Organization-wide communications typically flow in three directions- downward,upward and horizontally.
Managers are responsible for establishing and maintaining formal channels ofcommunication in these three directions.
The learning organization emphasizes horizontal communication with peopleconstantly sharing information across departments.
All businesses must have effective internal and external communication in orderto succeed.
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Upward and Downward Communication
Upward Communication
(interpret)
Problems and exceptions
Suggestions for improvement
Performance reports
Grievances and disputes
Financial and accounting information
Downward Communication
(influence)
Implementation of goals, strategies
Job instructions and rationale
Procedures and practices
Performance feedback
Indoctrination
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Horizontal Communication (coordination)
The purpose of horizontal communication is not only to inform butalso to request support and coordinate activities. It falls into oneof the three categories:
Intradepartmental problem solving
Interdepartmental coordination
Change initiatives and improvement
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Internal Communication
Day to day exchange of information among employees
Performance objectives job instructions
financial data
customer orders
inventory data
production problems and solutions
employee production reports illustrate the range ofinternalcommunication
exchanged in the course of doing business.
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External Communication
External communication builds goodwill, brings in orders andensures continued existence and growth.
Day-to- day external communications include sales calls
product advertisements
news releases employment notices
bank transactions and periodic reports to governmental agencies.
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External Communication
External communication that has a long range impact includes:
new product announcements
plant expansion plans
contribution to community activities and annual reports
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Informal Communication Channels
Management by wanderingabout (MBWA)
In any organization, both downwardand upward communication is
enhanced with MBWA. Managers have a chance to describe
key ideas and values to employeesand in turn learn about the problemsand issues confronting the
employees.
Grapevine
The grapevine is an informal ,
person-to-person communicationnetwork of employees that isofficially not sanctioned by theorganization.
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Barriers to Communication
Individual Barriers Interpersonal Dynamics
Channels and media
Semantics
Perception
How to overcome Active Listening
Selection of appropriatechannel
Knowledge of others perspective
Openness and Consideration
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Barriers to Communication
Organizational Barrier
Status and power differences
Departmental needs and goals
Communication network unsuited totask
Climate of trust
Development and use of formalchannels
Changing organization or groupstructure to fit communication needs
How to overcome
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Language Barrier
Choosing words that are too difficult, too technical can be acommunication barrier.
Incorrect grammar and poor sentence structure can hinder thereceivers understanding of a spoken or written message.
Punctuation and spelling errors may create barriers tounderstanding a written message.
The errors suggest that the person who sent the message eitherdoes not know the basics of the language or is too careless tocorrect the mistakes.
The sender fails to create a positive impression and could alsolose credibility.
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Features of Effective Communication
Simple and correct language
Active listening
Questioning skills
Body language and eye contact
Posture and gesture
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The 4 Cs of Effective Communication
Clear
Correct
Complete
Courteous
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Verbal and nonverbal Communication
Verbal communication is an essential part of business and
when it is executed correctly, good things happen.
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Written Communication
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Misconceptions about Writing
Writing is important in Humanities only.
Writing is an art. It is a divine gift. Unless you are born with it,you cannot write well.
Writing a document = giving all required information (i.e. core
dump).
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Delivering Relationships
Write so that your readers enjoy it
Write the entire letter from the readers point of view
Be nice
Be positive Be natural
Be specific
Lean heavier on nouns and verbs
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Stages of Effective Business Writing
Brainstorm what the communication must include
Cluster your ideas into topics
Outline your topics, including subtopics
Write a rough draft Revise by editing your work
Proofread carefully
Produce the final draft
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Reader Sensitivity
Be reader friendly
Emphasize what readers can do instead of what they cannot do.
State facts, dont assign blame
Instead of writing, You did not include a check in your recent payment mailing,
Write: We did not find a check in your recent payment mailing.
Avoid leading with negative information:
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Readability
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Concise Verbs vs. Nominalized Verbs
Nominalizations are created from verbs by the following wordendings: -ion, -ment, -ance, and -ence.
Please let us know when we can be of assistance to you.
Revision: Please let us know when we can assist you.
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Concise Verbs vs. Nominalized Verbs
Concise Words
make an analysis of
take an action
make assumptions about
give assistance to
make an applicationmake an appearance
give approval to
make an announcement
hold the belief that
be in a position to
reach a conclusion about
give consideration to
have a discussion of
Nominalized Words
C i V b N i li d V b
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Concise Verbs vs. Nominalized Verbs
Normalized Verbs Concise Words
make an analysis of analyze
take an action act
make assumptions about assume
give assistance to assist
make an application applymake an appearance appear
give approval to approve
make an announcement announce
hold the belief that believe
be in a position to can
reach a conclusion about conclude
give consideration to consider
have a discussion of discuss
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Report Writing
A report is a document that provides detailed information about a subject
It has a formal style, introduction, body and conclusion.
It presents information, not argument.
It is meant to be scanned quickly by the reader. Uses numbered headings and
subheadings.
Uses short paragraphs and dot points as applicable
Uses graphics (tables, graphs, illustrations)
May need an executive summary. Does not always need references and bibliography.
Is often followed by recommendations and /or appendices
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Report Structure
Title Page
Table of Contents
Glossary (list of abbreviations)
Executive Summary Introduction, Body, Conclusion
Recommendations
Acknowledgements
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General Guidelines
Title Page:
The report title which clearly states the purpose of the report.
Full details of the person (s) for who the report was prepared.
Full details of the person (s) who prepared the report.
The date of the presentation of the report
Table of Contents
List of headings and appendices
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General Guidelines
Abbreviations and Glossary
If required, you should provide an alphabetical list of abbreviations you
have used in the report.
If you have used a lot of technical terms, you should also provide a glossary(list of terms with brief explanations of their meanings)
Acknowledgements
This is a short paragraph: thanking any person or organization which may havehelped you in collecting the data or preparing the report.
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General Guidelines
Executive Summary
It is a summary of the report in which you include one sentence or so for
every section of your report. So you can include:
Context of research, purpose of report
Major findings
Main recommendations
Introduction
State the purpose of the report
Clarify key terms and indicate the scope of the report
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General Guidelines
Body
The content of the body depends on the purpose of the report.
Method(summarizes what you did and why).Use past tense.
Findings or results. Use past tense.
Conclusion
Sum up the main points of the report. The conclusion should clearly relate to the objectives of your report.
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Things I need to know
Who will read my report?
Why do my readers want my reports?
What will my readers understand?
How detailed do my readers need it be?
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Organizing for Maximum Impact
Tell your reader how the material is organized
Write in A-B-C order
Keep the number of sections to five or fewer
Include each important piece of information only once and in the right place
Use Headings
Add an executive summary if your report is more than eight pages.
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Report Writing
Case: Manager asks you for a short report on most common types ofcustomer complaints for the past one year and the causes:
Audience could be:
Manager
Manager and CEO
Report could be put on intranet for staff
Report could also be on your website for staff and public
Therefore, the audience for your report should greatly influence what youwrite or dont write.
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Report Writing
Reports can be informative or persuasive or a combination of both.
Persuasive reports fall into two broad categories: a)problem/solution
b) feasibility studies.
Informative reports include employee evaluations, progress reports andminutes of meetings.
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Common Faults
Too many words
For e.g.
This note is to let you know that we are sponsoring a company picnic
next month in Lincoln Grove. If you need directions, please dont
hesitate to contact us.
Revised: This note is to let you know that We are sponsoring a
company picnic next month in Lincoln Grove. If you need directions,
pleasedont hesitate to contact us.
Editi R d d t E i
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Editing Redundant Expressions
Advance planning
At a later date
Basic fundamentals
Close scrutiny
Combine together
Exact opposites
Thorough investigation
On a regular basis My personal opinion
True facts
Clichs
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Clichs
E.g. Please be advised that at the present time we have no available jobopenings. Thank you for your consideration.
Revised: Currently we have no job openings. Thank you.
Other clichs:
Last but not the least
Each and every one
Exercise: As per our telephone conversation, enclosed please find two copies of ouragreement. Please read this information at your earliest possible convenience- but beforeour meeting on Tuesday. After you have an opportunity to review this agreement, please callme. Thank you for your consideration.
T big d
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Too many big words
E.g. Further notification will follow this correspondence.
Revised: Ill keep you informed.
IPerspective
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I Perspective
Reports will be more effective if you use you more than I.
E.g.
Our copier makes the best copies on the market today.
OR Your copies will be the best youve seen, when you use our copier.
Avoid Jargon
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Avoid Jargon
E.g.Before: The company expanded its medical coverage to include HMOs and
PPOs.
Revised: The company expanded its medical coverage to include HealthMaintenance Organization and Preferred Provider Organization.
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Communication Technology
Communication: Past to Present
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Technological Innovation
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Technological Innovation
Technological innovation is essential for human development. From the printing press to the computer, people have devised
tools for facilitating learning and communication.
Technology is not inherently good or bad, the outcome
depends on how it is used.
Role of Information and Communication
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Technology
Information and communications technology may bedescribed as the support of the central nervous system of
complex societies, transmitting and processing information
and commands among the various parts of such societies.
Telecommunication is a basic infrastructure necessary for
economic and social development of a country.
Impacts of Technology on Communication
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Impacts of Technology on Communication
The Change
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The Change
One-to-many
Controlled
Sender-driven
Many-to-many
Uncontrolled
Receiver-driven
What has Technology changed?
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What has Technology changed?
Immediacy Integration
AccessCollaboration
Immediacy - Speed and Reach
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Immediacy Speed and Reach
I want it and I want it now
IntegrationNetworks, Content Management, Technology
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Networks, Content Management, Technology
Access
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Collaboration
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Blogs, Wikis & Podcasts
Implications for Communication Strategy
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p gy
TheVision
Immediacy Integration
Access Collaboration
Implications for Communication Strategy
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p gy
The
Vision
Access Employee involvement
Interactive
Searchable
Self help
Remote access
Collaboration Leadership communication
Plans, priorities & performance
Searchable knowledge directories
E-learning and knowledge sharing
Issues and change management
Integration Common content management
Common taxonomy
Audience segmentation
Personalization
Opt in capabilities
Immediacy Customer & employee satisfaction
Facility maps and service directories
Services locators
Referrals and registrations
Services and courses