Writing skills of managerial communication
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Writing skills of managerial communication in business
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Writing skills of managerial communication
- 1. Management Communication & Case Studies Writing skills Syllabus: The power of writing and various phases of writing - Rules of good writing; Importance of grammar and vocabulary; Modern business language; Types of business writing: Business letters, Recruitment correspondence, Business messages, Electronic mails and Internal communication systems
- 2. Power of Writing • Brings forth talking between 2 minds and business • Clarity increases with communication • Date, time and time are very important along with consistency • Regular mails helps business grow and build relations with customers, vendors, owners
- 3. Discussion • Writing vs Reciting • My Experiments of Truth • Das Capital • Mac Beth • Manu Smriti, New Commandments, Grand Shib, Quaran • Ancient Wisdom • Stone Tablets • Signs, Alphbets • Who should communicate more? - Buyer or seller - Employer or Employee - Doctor or Patient - Service provider or client - Emails- Advantage or Disadvantage?
- 4. Successful Written Communication Requires recognition of • The contested nature of reality and our interpretation of it. • That reaching understanding may take more time and effort. • That others’ views and perceptions may be as valid as our own. Requires Openness •To others’ views and opinions. •To the perceptions of others.
- 5. Every 2 -person Communication enables………. 1. How you view yourself. 2. How you view the other © 2009 Cengage Learning. All rights reserved. person. 3. How you believe the other person views you. 4. How the other person views himself or herself. 5. How the other person views you. 6. How the other person believes you view him or her.
- 6. 5 Dimensions of Emotional Intelligence for Writing Managers 1. Self awareness: The ability to be aware of what you are feeling- Ex- Give time to understand projects 2. Self-management: The ability to manage one’s emotions and impulses Ex- Work to your best 3. Self-motivation: The ability to persist in the face of setbacks and failures Ex- Go on with the process 4. Empathy: The ability to sense how others are feeling Ex- Enable s person having difficulty 5. Social skills: The ability to handle the emotions of others Ex- Work with team to deliver value
- 7. 7 3 Styles of Communication 1. Avoidance: a conscious attempt to avoid engaging with people in the dominant group. 2. Aggressive: sabotage supportive relationships by creating defensiveness and alienating others. 3. Assertiveness: self-enhancing, expressive communication that takes into account both self and others’ needs.
- 8. Communicating Assertively Describe how you view the situation Disclose your feelings Identify effects Wait for a response Paraphrase the other’ response Ask for or suggest a solution
- 9. Influence and Compliance Compliance-Gaining Compliance-resisting • Attempts made by communicator to influence another • Occurs when favors are requested • Involves series of attempts • Reward or benefits increase success of compliance • Refusal to comply with influence attempts • Resisters offer reasons or evidence to support refusal • Sensitive, adaptive people engage in more influence attempts • Address initial obstacles and offer counterarguments
- 10. Interpersonal Influence Persuasiveness and poise Conversational control and Panache Interpersonal Influence Task focus Self-Assurance
- 11. © 2009 Cengage Learning. All rights reserved. 11 Rational Explanation Influence that includes some sort of formal presentation, analysis, or proposal. – Subordinate must learn to tailor his or her approach to the audience he or she is attempting to influence and the objective that is sought. – The most frequently used type of influence that subordinates use on superiors.
- 12. Nonverbal Communication Conveys Added Meaning • Metacommunication • Kinesic Messages 12 – Visual – Vocal
- 13. Remember This! Metacommunication: message that, although not expressed in words, accompanies a message that is expressed in words. “Your solution is perfect” may convey “You are efficient,” or “I like your work”. Kinesic Communication: An idea expressed through nonverbal behavior that receivers gain additional meaning from • Visual—gestures, winks, smiles, frowns, sighs, attire, grooming, and all kinds of body movements. • Vocal—intonation, projection, and resonance of the voice.
- 14. 14 Understanding Nonverbal Messages • Cannot be avoided • Vary between people and cultures • May be intentional or unintentional, beneficial or harmful • May contradict and receive more attention than the verbal message
- 15. 1. Casual listening 2. Listening for information 3. Intensive listening 4. Empathetic listening 15 Listening Skills Contents- Effective Listening, writing and expressions What type of listening are you engaged in at this time? Activity 1 Listen to this video and note the important message- Kodak video
- 16. Poor Listening Habits 16 • Faking attention • Allowing disruptions • Over listening • Stereotyping • Dismissing subjects as uninteresting • Failure to observe nonverbal aids
- 17. Effective Listeners . . . • Minimize distractions • Get in touch with the speaker • Show active involvement; do not interrupt • Ask reflective questions • Are aware of biases and filters that prevent effective listening • Use lag time wisely 17 5
- 18. Activity 1 • 1. When do you listen most? • 2. When will your customer listen most? • 3. What strategy to use enhance listening? • 4. what are the disruptions?
- 20. When you are communicating how would you reduce noise?
- 25. Writing Skills Contents- Importance of grammar and vocabulary Types of business writing: Business letters & Recruitment correspondence
- 27. Verbal – Written Verbal – Oral Nonverbal Forms of Communication and their Components • Language • Vocabulary • Content • Structure • Tone • Grammar, spelling, punctuation, capitalization, etc. • Language • Vocabulary • Content • Structure • Tone • Sentence structure • Fluency • Body language • Gestures • Eye contact • Facial expression • Voice (tone, volume, pitch, etc.) • Personal space • Appearance Ajay is a manager of a small garments company. He has 4 challenges-finding quality raw materials. Hiring youngsters for stitching, time management of workers, Accounting of seasonal employees. Which comn format is suitable?
- 28. Samples of Informal and Formal Communication Styles Scenario Informal Communication Formal Communication You want to confirm that you Hey, we still meeting today, have an appointment with a Dr. J? professor by speaking with him after class. (Verbal-Oral) Hello Dr. Jones. I just want to confirm that we’re meeting today at 4:00. Does that still work for you? You were supposed to meet a friend at the gym, but she’s 45 minutes late. You send her a text message. (Verbal- Written) hey, where r u? weren’t we working out at 3? u ok?? Jessica, please update me on your whereabouts. I’m concerned that you haven’t arrived for our 3:00 pm workout. Please contact me ASAP. Best wishes, Taylor Your professor has flagged your paper as potentially being partly plagiarized. (You think it’s most likely an error because you didn’t cheat intentionally.) You are meeting with her to find out why the paper was flagged and hopefully to clear it up. (Nonverbal) You show up for the meeting wearing pajama pants and a dirty sweatshirt. When you enter her office, you throw yourself into a chair and heave a huge sigh. During the conversation, you look at the floor and glare or scowl. When she explains why the paper was flagged, you shout “that’s ridiculous!” and throw your arms in the air. You show up dressed in what you would normally wear to class or work. During the conversation, you stand up straight, make eye contact with the professor, and use active listening skills such as nodding when she explains something. You keep an even tone and don’t raise your voice. You stay out of her personal space except to lean in and point at a passage in the paper once.
- 29. Five keys to effective writing • Put the reader first • Use simple words and short sentences • Use jargon only when necessary • Write with verbs and nouns • Format to improve readability
- 30. Grammar & Vocabulary • Grammar is made up of rules that allow us to organize our words and sentences into coherent, meaningful language. In business, correct English grammar is essential in communicating effectively, in both speech and writing. • To be effective- • 1. The structure of English – words, phrases, clauses & sentences • 2. Countability of nouns – equipment or equipments, damage or damages • 3. Tenses • 4. Match verbs to prepositions to convey the right meaning • 5. Forming sentences • 6. Commonly confused and misused words – revert or reply, compliment or complement • 7. Punctuation • 8. British and American spellings
- 31. Group Activity 1. Write 4 words to describe Indian culture and communication 2. Write 4 sentences on Importance of • Grammar • Vocabulary Business language skills are critical needs in this modern era of globalization and cut-throat competition. An employee that has competency in business language skills is likely to be able to climb up the career ladder with ease. And that applies to businesses as a whole, too: a recent study conducted by Bersin and Associates reveals that organizations that are able to communicate their strategies in a clear and precise manner are 113 times more likely to achieve higher levels of profitability and efficiency.
- 32. For Effective Grammar usage… Managers- • Use a dictionary to check their grammar accuracy • Communicate more accurately and effectively • Use precise vocabulary to convey the intended meaning • Avoid common English errors to polish their business writing
- 33. Managers & Vocabulary • Improving vocabulary is key in mastering the specialized words used in business language • Enhancing significantly vocabulary by reading a wide variety of material related to business • Learning business language by playing games like crosswords and word search games. • Watching programs that focus on business is an excellent way to improve language skills, because the people in those programs will be using key terms frequently and correctly. • Learning new business terminology will not impact your communication skills until and unless these terms are used correctly in your the daily communication. It's critical to have these language skills if you want to have a successful career. As the study reports highlight, 30% of employers believe that new university graduates do not have the necessary command of basic English, much less the terms and concepts used in a specific field. The success of a business lies in the capabilities and competencies of its employees and improving your business language skills can help you become a vital asset for your organization.
- 34. Writing Business Communication • Write in Group on 1. Formal communication to customers, vendors, bankers, Society, shareholders and employees reg Environment Award won by the company and market share rise by 4% 2. Informal Communication on “Opening of the showroom in Bangalore’ and every one invited for a special sale of Jewelery and ‘ invitation to bring family and friends’
- 35. Recruitment Correspondence-Overview • The recruitment process • Application letter • Curriculum vitae • Invitation to interview • References • Offer of employment • Job description • Letter of acceptance • Letter of resignation • Testimonial (letter of recommendation) • Process- Various letters and documents are involved in the process of applying for a job. There are many common documents from both viewpoints – the applicant’s and the employer’s.
- 38. Home Exercise • To study how to make business reports • To study how to analyze the info on the report • You wish to apply for the post of “ Management Trainee in Infy. How will you apply? • If you are applying for an intl (MNC) position, how will you apply? • Write the letters and comp prepared for Q&A Remember This
- 39. Email communication & Reports What do you think? • Written communication is the best comn channel of middle managers • Email is not reliable format of comn • Emails are not preferred by senior level managers • Global comn is well done thro Emails • No etiquette need to be followed for emails • Emails save time and effort Do you – Address, Subject, Message, Attach and Sign?
- 40. Resist- Forwarding emails, changing just titles, multiplicity of subjects and strangers Send a Email to – Buy materials online, to recruit a marketing manager congratulate a team, create a new website for a business , Setting sales goals for the sales team, Reporting on sales in a branch, discussion of a new project idea, requirement of new telephone connections in the new office, stock clearance policy
- 42. Rules of Email communication 1) Do not circulate junk mail to your staff members 2) Always use the company email for company purpose 3) Do not enter unnecessary sites through company internet (Like job portals,entertainment sites etc..).Because your activities will be monitored through the server 4) Do not circulate sensitive mails into office staff.Because you can get positive and negative impression.This can lead a person to lost his job and so on(Like Violence article,videos about the community) 5)Always segregate the important mail. If u r using in outlook create folders.So that in future if u want the details from the mail 6)Take a backup copy of you email (Weekly,Monthly whichever is easy) 7)Check whether you anti virus is updated and protected.If it is not inform the server admin. 8)Even though using the office equipment u should always very cautious.(Like Usage o Internet,Telephone ,Office mobile,Stationery item,Transport).These are the things should not be misused 9)Never show and write violent and words in the mails.
Editor's Notes
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- Before starting, it may be helpful to introduce the three main modes or forms in which people communicate with each other. Most students will likely be familiar with the idea that the three main ways in which people send signals to each other are in written form, oral/speaking form, and using nonverbal signals. If needed, have students provide examples of communication within each format. (e.g., Verbal Written – book, paper, letter, email, text message, job application, etc.; Verbal Oral – phone call, face-to-face conversation, presentation/lecture, job interview, etc.; Nonverbal – waving hello, nodding your head, hugging, dressing up or down, screaming or whispering, etc.) These lists include the three major ways that people communicate – verbally in writing, verbally in speech, and nonverbally – and the components that contribute to each of them. In each of these modes, the choices that we make on the components that make them up determine how our meaning is conveyed. In written verbal communication, you convey your meaning through the choices you make for… Language – literally the language chosen (e.g., English, Spanish, etc.), as well as dialects within a language Vocabulary – the words chosen, including their complexity, connotations, variety, literal or figurative language, and slang/colloquialisms Content – the specific meaning conveyed (e.g., a textbook about organic chemistry vs. a textbook about accounting, etc.) Structure – the type of writing (e.g., prose, poem, etc.), the level of structure the form provides and how rigidly that structure is adhered to (e.g., a limerick or a sonnet both have much more rigid structure than a freeform poem; a business letter has more structure than a letter to grandma, but you may choose to stick to the conventional format of a business letter or make some changes, as you may choose to use a more structured letter format for writing to grandma) Tone – the level of familiarity or distance, the formality or informality, the emotions conveyed and evoked, etc. Grammar, spelling, punctuation, capitalization, etc. – all of the elements of writing that you learn in English class. In written communication, you convey certain meanings through your choices about how closely to follow standard rules in this area. For example, in a history paper you would need to follow the rules failrly closely, while in a text message, you can abbreviate words, use all lowercase, etc. Many of these components are the same or similar in oral/spoken verbal communication. You convey your meaning through the choices you make for… Language – literally the language chosen (e.g., English, Spanish, etc.), as well as dialects within a language Vocabulary – the words chosen, including their complexity, connotations, variety, literal or figurative language, and slang/colloquialisms Content – the specific meaning conveyed (e.g., a lecture about organic chemistry vs. a lecture about accounting, etc.) Structure – some oral communication has a highly prescribed structure, while others has minimal structure. For example, a debate is highly structured and includes specific times when each person is allowed to speak and specific topics to speak about during those times. In contrast, a phone call with a friend usually has minimal structure. It likely begins with some type of greeting, includes a turn-based back-and-forth interaction, and ends with a farewell/closing of some type, but may have little structure besides that. Tone – the level of familiarity or distance, the formality or informality, the emotions conveyed and evoked, etc. Oral communication lacks the detailed grammar/etc. issues found in written communication. However, some of these issues are still reflected in spoken communication, mainly through the way a person structures their sentences. For example, you could convey the same content in full sentences – which could be long or short – or in fragments and phrases. This is less noticeable in oral communication than in written communication but does have in impact on how the communication is perceived. Fluency – This refers both to the speaker’s grasp of the language and ability to communicate clearly by speaking and also to the fluidity of the way a person talks. Even within a person’s native language, they their speech may differ in where it falls on a spectrum of complete fluency and fluidity or with many hesitations, pauses, or inserting “filler” words such as “um, like, so,” etc. In nonverbal communication, you convey your meaning through the choices you make for… Body language – including posture while sitting or standing, leaning towards or away from people, crossing your legs or arms, putting hands on hips, resting your head on your hand, etc. Gestures – The types of gestures you use, how often you gesture, and the “size” of the gestures. (e.g., waving hello by raising your hand up next to your head and wiggling your fingers vs. waving hello by raising your whole arm over your head and swinging it widely from side to side) Eye contact – including the amount of eye contact, who it is with, and when it occurs. For example, you communicate very different signals by staring directly at someone without blinking for awhile than by looking them in the eyes part of the time when they are speaking and then also glancing away at other people or things nearby. Facial expression – This is a commonly-known way to express emotions nonverbally, and facial expressions convey a great deal of meaning. For example, professors can often tell which students are interested in the material and engaged in the lecture partly by observing the expressions on their faces. Voice – Even without taking the words spoken into account, you can convey a lot of information with your voice. Components of this Personal space – The amount of distance between people, as well as whether they touch each other at all, and if so, in what way and how much. For example, a friend might tap you on the shoulder to get your attention or lightly touch your arm to emphasize a point while telling a story. However, a professor would more likely call your name to get your attention and probably wouldn’t casually touch you while talking. Appearance – This includes the choices you make regarding clothing, hair, makeup, grooming, and hygiene/cleanliness. Sources consulted: http://psychology.about.com/od/nonverbalcommunication/a/nonverbaltypes.htm; www.eHow.com
- The red and green color coding represent the “right” and “wrong” level of formality to use in each scenario. In the first situation, a more formal style is called for because you’re communicating with a professor in an educational setting. Although for certain professors whom you know quite well and have a longstanding relationship with, the informal example might be fine, we’re assuming in this case that it’s just a regular professor you’ve never had before. In the second situation, an informal style is appropriate because you’re communicating with a friend in a personal context. It would be extremely strange to send the formal-style message to someone you’re close friends with, especially considering that the medium is a text message. In the third situation, an informal style is extremely important to convey. You want this professor to think highly of you and give you every opportunity to explain yourself and clear up the misunderstanding. Using a highly informal (and frankly disrespectful) style of nonverbal communication sends all the wrong signals to this instructor.