Significance of Communication Skill.

1. Communication at Work

2. Objectives
• Significance of communication
• Communication process – sender, encoding, message,
medium, receiver, decoding, noise and feedback
• Communication flows – horizontal and vertical
communication
• Barriers to communication – individual and organizational
barriers
• Gateways to effective communication – individual and
organizational skills

3. Why do we communicate?

4. Significance of Communication
• It enables to establish and disseminate information exchange
• Helps to understand individual needs, and take action
accordingly
WIIFM WIIFM

5. Communication Process
• Sender : Person who initiates the message
• Encoding : Process of translating intended meaning into
words or gestures
• Message: Outcome of the encoding process
• Receiver: Person with whom the message is exchanged
• Decoding : Process of translating the symbols into the
interpreted messages
• Noise : Disturbance in the communication process
• Feedback : Receivers response to an interpreted message

6. Barriers to Communication
• Language
• Semantic Barrier
• Perception
• Fake Attention
• Message Overload

7. Six Messages In One Communication
• What You Want To Say
• What You Really Say
• What The Other Person Hears
• What The Other Person Thinks Is Heard
• What The Other Person Says About What You Said
• What You Think The Other Person Said About What You Said

8. Challenges
Intent = Impact
• Filter: Clarity of expression of speaker & listener’s ability to hear
• Intentions are not know but assumed/guessed through actions
• Good Intentions not = Good Impact due to lack of
communication skills

9. Gateways to Effective Communication
• Develop good listening skills
• Encourage two-way communication
• Clarity in language & Meaning
• Feedback
• Regulate Information Flow

10. Moments of Truth

11. MOMENTS OF TRUTH
• What is the Moments of Truth
• Why is this important?
GOOD OR BAD
GOOD
GOOD GOOD
GOOD GOOD GOOD
BAD
BAD BAD
BAD BAD BAD

12. BUSINESS EMAIL WRITING

13. Business Email Writing
Audience-centered
Purposeful
Economical

14. Objective
By the end of the program you would be able to
• Discuss your writing challenges
• Learn how to write clear, concise and correct emails
• Organize information to meet readers’ needs
• Improve sentence and paragraph construction
• Make it clear what email readers should do, by
when
• Understand rules of email etiquette
Top 10

15. Module 1
The
Three C’s
1
Email
Writing
Challenges

16. The three c’s
• Clear
• Concise
• Correct
eg

17. Writing clearly
• Simple words
• Familiar words
• No Jargons

18. Writing Concisely
• Keep it short and simple
• Use active voice when possible
• Include only relevant statements
• Eliminate empty words
• Avoid unnecessary repetition, long sentences
FURY

19. Writing concisely
ELIMINATE FLABBY EXPRESSIONS
Instead of this
We are of the opinion that
Please feel free to
In addition to the above
At this point in time
Despite the fact that
Try this
We think
Please
Also
Now
Although

20. Writing concisely
Instead of this
This communication is to
inform you that all
employees meet today.
I am writing this email to
say thanks to everyone
who voted.
Try this
All employees meet
today.
Thanks to everyone
who voted.
LIMIT LONG LEAD-IN

21. advance warning
close proximity
exactly identical
filled to capacity
final outcome
necessary requisite
new beginning
past history
refer back
serious danger
What words could be omitted in these expressions?
WRITING CONCISELY
REMOVE REDUNDANT WORDS

22. Group activity

23. Writing correctly
• Use the right level of language
• Include only accurate facts, words, and figures
• Maintain acceptable writing mechanics
Source and Style

24. Style & Source
Style – Style guide or specifications
• Refer dictionary
• Proofread
• Don’t rely on automated spell and grammar check
• Know your style
Source of the information- Evaluate factual correctness
• Correct source data or information
• Reference of source data
• Necessary permission
• Future reference links

25. Writing correctly
Group activity - Choose your source and style
• Email about Internet usage in the office
• Preparing presentation for motivating team
• An email to a colleague for preparing for the next
monthly meeting
summary

26. Module 2
Know
Your
Reader
2
The
Three C’s

27. Know your Reader
• Profiling an audience/ a reader
• Responding to a profile

28. Activity
• Things to remember while writing an email
You
Head of
Dept.
Reporting
Manager
Peers
Your
Team
Seniors
Other
Dept.

29. Profiling reader
• Who is my reader?
• What is my professional relationship with that person?
• What position does that person hold in the organization?
• How much does the person know about the subject?
• What do I know about person’s beliefs, culture and attitudes?
• Should I expect neutral, positive or negative response to my
message?
• Who else might see or hear this message?
• How are they related to this message?

30. Adapt to reader profile
• Tone - How reader feels after reading
• Language – Words used
• Audience benefits
• Cultivating a polite “you” attitudes
• Positive expressions

31. Reader benefits
• Sender focus – To enable us to complete your records, we
ask that the enclosed form to be filled and returned.
• Reader focus – To process your customer requests and
queries, please return enclosed form.
• Sender focus- Our warranty becomes effective only when
we receive registration form.
• Reader focus – Your warranty becomes effective as soon as
we receive registration form

32. Polite “you” view
• WIIFM
• Instead of I/We/Us/Our - Use You and Your

33. Instead of this
I have approved your
request for
communication skills
workshop
I am asking all
employees to complete
nomination process so
that I can decide
further course of
action.
Try this
You may attend this
workshop to improve your
communication skills.
Nominations received by
your team will enable us to
further customize workshop
as per your requirements.

34. Group activity
Group activity - Team performance review email
1. Senior management team
2. Team members - Peers

35. Module 3
Know Your
Intent
3
Know
Your
Reader

36. Know your intent
• Inform
• Persuade
• Explain

37. Writing correctly
Group activity -
Inform: Please submit this data by end of this week
Explain: In order to complete this form, use following steps
Persuade: In order to resolve your query, we request you to submit this form by
filling details
1. Write and email to inform about forthcoming event / planned activity
2. Write an email to explain do’s and don'ts about forthcoming event / planned
activity
3. Write an email to persuade employees to complete satisfaction survey
summary

38. Module 4
Grammar &
Writing
Techniques
4
Know
Your
Intent

39. Grammar
• Sentence Structure
• Paragraphs

40. Sentence Structure
• Simple short sentences
• Meaningful
• Vary length to make it more interesting

41. Paragraph structure
 Least important to most
important
 General to specific
 Chronological
 Question and answer
 Pros and cons

42. Paragraph
• Beginning with a new point – Supporting - Conclusion
• Paragraph and line spacing should be legitimate and
visually appealing
• Always insert a blank line between paragraphs
• Change paragraphs when you change ideas.
• One-sentence paragraphs are not acceptable

43. Group activity
• Write an email to your reporting manager about activities
done the previous day.

44. Module 4
Email
Etiquettes
4
Grammar
&
Writing
Techniques

45. E-mail Writing Format
• Personalized greeting
• Background
• Resolution / Recommendation
• Closing

46. CC Carbon Copy function
• Don't use the CC (Carbon Copy) function to copy your message
to everyone
• Unnecessary messages are annoying
• If only a few people really need to receive your message, only
direct it to them
• By choosing Reply to All or a similar button when responding
to a message, you may end up broadcasting your response to
your entire company
Etiquette No 2

47. BCC Blind Carbon Copy Function
• Addresses in bcc field are not visible to other members in to
and cc field
• Addressing a large group of people who don't necessarily
know each other
Reply All
Etiquette 3

48. Use Smart Subject Lines
●Think before you type
●Clearly summarize your message in the
subject line
●Describes the message content
●Specifies if, there are any actions
required & due dates
●Mentions clearly who the message is for
Etiquette 7

49. Greetings
• Friendly but business-like tone
• Last name
• Dear Mr. Agarwal, Dear Ms Sharma
• Dear Seema
• Dear Amit and Sudhir
• Dear All
• With or without comma

50. Think before you forward
Etiquette 4

51. Write For Action
In the first 1-3 lines of your email, specify what this email is
about.
●Does it include action required?
●Does it require a reply back by a certain date?
●What information is contained that the reader will find
necessary for their job?

52. Don’t shout
• IT MAKES IT LOOK LIKE YOU'RE SHOUTING!
• IT'S ALSO MORE DIFFICULT TO READ
Reading time

53. Font
• Be very specific with the use of bold, italic or underline font
style
• Use standard font throughout the message content
• Avoid colored fonts in a professional email
• Keep the size of the font visible and constant
• Smiley's are typically used in personal e-mail and are not
considered appropriate for business

54. Compress, Compress, Compress!
• Large
• Attachment – Zip
• Unwanted
Etiquette 11

55. punctuation
Apostrophes '
Comma ,
Semicolon ;
Colon :
Period or Full Stop .
Question Mark ?
Exclamation Mark !
Dash —
Parenthesis ( )
Quotation Mark " "

56. Ending Mails
• Regards,
• Best Wishes,
• As a courtesy to your recipient, include your name at the bottom of
the message.
• Signature - Internal & External

57. More than two emails about same subject
• Pick up phone instead of email

58. Improving content and
sentence structure
May involve adding,
cutting, and recasting.
Correcting grammar,
spelling, punctuation,
format, and mechanics
Proofreading
Revising

59. Before Sending Mails
• Objective/Intent
• Correct Format
• Spellchecked
• Punctuation
• Good sentences with correct grammar
• Positive Tone
• Consistency
• Contact Details – Name & Number
• Attachment ,if any
Etiquette 10

60. Know Yourself
Like anything you do, your email messages paint a
Self-portrait.
If you send messages with misspellings, grammatical
errors, and foul language, you’re telling everyone who
reads the message that you
don’t really care about your work.

61. Summary
By the end of the program you would be able to
• Discuss your writing challenges
• Learn how to write clear, concise and correct emails
• Organize information to meet readers’ needs
• Improve sentence and paragraph construction
• Make it clear what email readers should do, by when
• Understand rules of email etiquette