Writing skills of managerial communication in business

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.