Business Communication<br />An Introduction to the Learning Scenario and Character Profiles<br />
Learning Objectives<br />Etiquette<br /><ul><li>Organize and conduct impactful business meetings
Identify and avoid the common mistakes during meetings
Select an outfit that makes a lasting impression</li></ul>Written Communication<br /><ul><li>Identify the essential factor...
Understand and avoid factors that lead to miscommunication
Describe the techniques for successful telephonic conversations</li></ul>Verbal Communication<br /><ul><li>Formulate a str...
Add objective and structure to e-mails
Animate the content to achieve desired results
Use tact and courtesy in negative messages</li></li></ul><li>The Proposed Design Approach<br />Character Wrapper<br /><ul>...
These characters are guided by an instructor who takes them through the course content
The learner is the “fifth addition” to the wrapper and is likely to empathize with one or more of these characters
The wrapper will provide a learning hook, contextualize the learning, and make the application of learning easier</li></ul...
According to Kolb’s Learning Styles Model, people learn through a combination of feeling, thinking, doing, and watching</l...
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11 09 19 scenario and character profiles - business communication

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11 09 19 scenario and character profiles - business communication

  1. 1. Business Communication<br />An Introduction to the Learning Scenario and Character Profiles<br />
  2. 2. Learning Objectives<br />Etiquette<br /><ul><li>Organize and conduct impactful business meetings
  3. 3. Identify and avoid the common mistakes during meetings
  4. 4. Select an outfit that makes a lasting impression</li></ul>Written Communication<br /><ul><li>Identify the essential factors for successful in-person communication
  5. 5. Understand and avoid factors that lead to miscommunication
  6. 6. Describe the techniques for successful telephonic conversations</li></ul>Verbal Communication<br /><ul><li>Formulate a strategy to write successful business communication
  7. 7. Add objective and structure to e-mails
  8. 8. Animate the content to achieve desired results
  9. 9. Use tact and courtesy in negative messages</li></li></ul><li>The Proposed Design Approach<br />Character Wrapper<br /><ul><li>The design proposes to introduce four life-like characters with distinct learning styles and unique personality traits
  10. 10. These characters are guided by an instructor who takes them through the course content
  11. 11. The learner is the “fifth addition” to the wrapper and is likely to empathize with one or more of these characters
  12. 12. The wrapper will provide a learning hook, contextualize the learning, and make the application of learning easier</li></ul>Why the Learner Will Empathize<br /><ul><li>Because they are based on researched learning patterns, which in turn are based on Kolb’s Learning Styles Model
  13. 13. According to Kolb’s Learning Styles Model, people learn through a combination of feeling, thinking, doing, and watching</li></li></ul><li>Learning Styles by David Kolb<br />The Model<br />Feeling<br /><ul><li>Prefers a ‘hands-on’ approach
  14. 14. Relies on intuition rather than logic
  15. 15. Depends on others for information
  16. 16. Looks at issues from different perspectives
  17. 17. Prefers to watch rather than act
  18. 18. Performs best in situations that require idea generation</li></ul>Accommodating<br />Diverging<br />Processing<br />Watching<br />Doing<br />Converging<br />Assimilating<br />Continuum<br /><ul><li>Prefers a concise, logical approach
  19. 19. Requires good, clear explanation rather than practical opportunity
  20. 20. Ideas and concepts are more important than people and interpersonal aspects
  21. 21. Implements new learning to solve issues
  22. 22. Finds practical uses for ideas and theories
  23. 23. Likes to experiment with new ideas as long as they have a practical application</li></ul>Perception<br />Continuum<br />Thinking<br />
  24. 24. Alisha<br />Executive – Marketing<br />Age: 25 Years<br />Instinctive<br /> Accommodating | Extraverted | Intuitive | Feeling | Perceiving<br />Raj<br />Senior Manager – Operations<br />Age: 40 Years<br />Character<br />Analytical<br /> Assimilating | Introverted | Sensing | Thinking | Judging<br />Profiles<br />Sid<br />Assistant Manager – Human Resources<br />Age: 29 Years<br />Troubleshooter<br />Runa<br />Converging | Extraverted | Sensing | Thinking | Perceiving<br />Manager – Finance<br />Age: 34 Years<br />Creative<br /> Diverging | Introverted | Intuitive | Feeling | Judging<br />
  25. 25. Alisha<br />Executive – Marketing<br />Age: 25 Years<br /><ul><li>Alisha has the most hands-on approach, with a strong preference for doing rather than thinking
  26. 26. “What if…?” and “why not?” are two of her most common questions
  27. 27. Alisha is a risk-taker at heart, and excels in situations that require her to think on her feet. She relishes having practical, experiential learning, as opposed to lectures and theories
  28. 28. On several occasions, her impulsive nature has pushed her into saying and doing things that she ends up regretting later. Because of this, Alisha is often perceived by her colleagues as impatient or pushy</li></ul>Detailed Character Profile<br />
  29. 29. Raj<br />Senior Manager – Operations<br />Age: 40 Years<br /><ul><li>Raj has the most cognitive approach, preferring strongly to think than to act
  30. 30. In a learning scenario, his questions typically begin with “What...?”, stemming from a need to understand precisely the new things he is about to learn
  31. 31. For Raj, abstract concepts and logically sound theories are more important than their practical application
  32. 32. Although Raj enjoys having rational conversations with his colleagues, he is generally not regarded as a ‘people’ person, thanks largely to his no-nonsense approach</li></ul>Detailed Character Profile<br />
  33. 33. Sid<br />Assistant Manager – Human Resources<br />Age: 29 Years<br /><ul><li>Sid’s has a dual approach to learning – he likes to think about concepts, but also needs to put the same ideas and concepts into practice
  34. 34. He is mostly interested in the “How…?” of any scenario
  35. 35. A problem solver at the core, Sid seeks to make things efficient by making small and careful changes
  36. 36. While Sid is an easy going person, he accepts conflicts as a natural part of interpersonal relations, and often gets into them to get his point across</li></ul>Detailed Character Profile<br />
  37. 37. Runa<br />Manager – Finance and Accounts<br />Age: 34 Years<br /><ul><li>Runa’s strengths lie in her creative and imaginative ability
  38. 38. A very deep thinker, Runa’s questions revolve around the “Why…?” of any issue
  39. 39. Her favourite approach to training is to begin from the minutest detail, and slowly work up the big picture, diverging any given information into multiple possibilities
  40. 40. Runa is very much a ‘people’ person – always striving to achieve consensus within the group, she frets over the slightest disagreements, and is deeply influenced by other people’s feedback to her</li></ul>Detailed Character Profile<br />
  41. 41. How the Characters Would React – A Sample<br />Here is a sample scenario that captures the individual personalities and reactions of our characters in real time<br />The trainer is speaking about the vital role of paraphrasing in ensuring that the communication is clear. The trainer uses the “3C’s model of communication” to get the point across<br />Here is how our characters would react to the situation:<br />Alisha: Okay, paraphrase – summarize the instructions. Got that! What next?<br />Raj: Okay, are there any disadvantages to paraphrasing? Also, in the overall model of 3C’s, what would you say is the importance of paraphrasing?<br />Sid: That sounds interesting. But how exactly do you go about paraphrasing without wasting too much time?<br />Runa: Hmmm…I can see how having my team paraphrase and summarize my instructions would help eliminate any confusion. Excellent idea!<br />
  42. 42. The Scenario<br />A group of colleagues, who were inducted into an organization together, have decided to meet up at a café. They have had a bad day at work, and want to unwind over a cup of coffee<br /><ul><li>The group is made up of people from varied backgrounds, age groups, preferences and styles. The learner’s avatar is a part of this group
  43. 43. As the group starts to chat with one another, it becomes clear that all of them are facing issues relating to different facets of business communication
  44. 44. As one them finishes talking about his problem at work, a passerby – who has been overhearing the conversation – drops in and offers to help
  45. 45. This passerby assumes the role of the “guru” for the rest of the session
  46. 46. Interacting directly with the learner, the guru walks the learner through several concepts addressing the specific issue that was being discussed
  47. 47. Once the new concepts have been introduced by the guru, the learner assumes the role of a co-facilitator as he / she discusses the new concepts with the group</li></li></ul><li>Learning Reinforcement and Evaluation<br />One of the best ways to retain and implement learning is by imparting it<br />Bringing that concept into our scenario, the learner’s avatar goes back to office next day, and gets a chance to implement all the learning through several set pieces, including:<br />Meetings with supervisor / colleagues<br />Composing / responding to emails<br />Colleagues asking for assistance<br /><ul><li>At the end of the module, the learner’s knowledge will be evaluated through a combination of multiple assessment instruments</li></li></ul><li>Scalability<br />The character wrapper and their personalities have been built for scalability<br />While this scenario and mode of delivery mentioned here is specific only to the Business Communication module, the base platform of characters can be used for literally any session<br />Only the learning scenario and the instructor would change as per the requirement. For instance<br />A module on cultural sensitivity with relation to Japanese norms could be set in a pagoda with a guide as an instructor<br />The character wrapper and the four central characters, however, can remain the same<br />

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