Business communication

Business
CommunicatioCopyright © 2008 - 2012
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Objective
• Explain the Communication Process
• Describe the Various Barriers of Effective Communication
• Explain the Steps of Monroe's Motivated Sequence
• Describe the Various Questioning Techniques
• Explain the Role of Active Listening for Effective Communication
• Explain the Role of Body Language for Effective Communication
• Describe the Method of Writing Effective Emails
• Explain AIDA: Attention-Interest-Desire-Action Tool
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Introduction
Communication is very important in all walks of life – at a personal level as well as at a
professional level. Look at the conversation between a customer and a Manager to
understand the relevance of good communication in a business transaction.
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Introduction
Varun then speaks to his designer.
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Introduction
Now, take a look at what the customer had originally wanted.However, when he described it, look at how the Manager understood it.Likewise, when the Manager described it to the designer, the designer understood it
completely differently.
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Introduction
Designer
Mr. Ram
Shukla
CEO
Phoenix Pvt. Ltd.
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Introduction
Look at the three cards. They are all different from what the customer originally
wanted.
Mr. Ram
Shukla
CEO
Phoenix Pvt. Ltd.
Mr. Ram
Shukla
CEO
Phoenix Pvt.
Ltd.
Mr. Ram Shukla
CEO
Phoenix Pvt. Ltd.
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Introduction
This happened due to
improper communication
between the three people
involved.
Such lack of proper
communication in any
walk of life including a
business scenario can
lead to great confusion
and even losses in a
business.
Mr. Ram Shukla may
not place the order
after looking at the
sample proof card, or
if decides to try again,
he still would have to
wait for another week
to get another sample
proof card ready.
In both cases, it is a loss to the
business and a hassle to the
customer.
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Introduction
Such confusion could easily be avoided by proper communication and asking the right
questions such as:
Which type of font do you want?
What should be the size of the card?
What is the width of the red band on the card?
What is the exact position of the company logo?
Let us look at how effective business communication can help everyone function more
efficiently.
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Importance of Communication
Communication is important because:
• It is about how information is sent and received within
firms
• It is crucial for working successfully with others
• It enables to maintain relationships
• It allows to accomplish tasks while working with both
individuals and groups
• It motivates
• It helps to overcome obstacles
• It creates a comfortable, trustful and psychologically
safe feeling
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Communication ProcessSensoryData
Filters
Beliefs
Values
Question &
Metaphor
Behaviour
Type
State
Decision –
Making
Meaning
Encoding
SensoryData
Message
Channel
Sender
Filters
Beliefs
Values
Question &
Metaphor
Behaviour
Type
State
Decision –
Making
Meaning
Decoding
Receiver
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Components of the Communication Process
Sender:
The participant
transmitting the message.
Receiver:
The participant receiving
the message.
1 2
Participants:
Sender Receiver
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The translation of a message that is of thoughts or ideas of
the sender into words or symbols that the receiver will
understand.
1
Encoding:
Sender Receiver
Red Rose is
beautiful.
Encoding
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The translation by the receiver of words or symbols or the
encoded message into thoughts or ideas.
1
Decoding:
Sender Receiver
Red Rose is a
thing of beauty.
Encoding
Decoding
Red Rose is
beautiful.
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Other Components of the Communication Process
PerceptionContext
Purpose
Barriers
Channel
The route through
which communication
takes place.
This includes anything that
interferes with effective
communication. (sometimes
known as noise)
This includes what the
sender and receiver intend
as the outcome of the
communication.
A person’s understanding or
interpretation of a particular
event/message.
The situation/environment
in which communication
occurs. This includes time,
place & socio/psychological
factors.
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Integrated Meaning Model of Communication
Sender Receiver
Context / Environment Noise / Barrier / Environment
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Shared Meaning Model of Communication
Context
Context
Context
Context
Encoding /
Decoding
Encoding /
Decoding
Sender /
Receiver
Sender /
Receiver
Messages - Feedback Channels
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Levels of Communication
Level 1:
Intrapersonal communication or the experience of the individual.
Level 2:
Interpersonal communication.
Level 3:
Group communication.
Level 4:
Organisational communication - internal & external.
Level 5:
Mass communication.
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7Cs for Effective Business Communication
Guidelines for Effective Business Communication
7
6
5
4
3
2
1
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7
6
5
4
3
2
1 - Clarity
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7
6
5
4
3
2
1 - Clarity
- Completeness
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7
6
5
4
3
- Clarity
2 - Completeness
- Conciseness
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7
6
5
4
- Clarity
- Completeness
- Conciseness3
- Consideration (The 'You' Attitude)
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7
6
5
- Clarity
- Completeness
- Conciseness
4 - Consideration (The 'You' Attitude)
- Correctness (Accuracy)
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7
6
- Clarity
- Completeness
- Conciseness
- Correctness (Accuracy)5
- Concreteness
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7
- Clarity
- Completeness
- Conciseness
- Correctness (Accuracy)
- Concreteness6
- CourtesyCopyright © 2008 - 2012
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Dimensions in Communication
Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Let’s learn about each in detail.
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Verbal:
Transmit the content, are the words of the message, deal with speech,
intonation, pitch, rhythm, etc.
Verbal
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Non-verbal:
Transmit the relational dimension, postures, body movements, touches, tone of
voice, eye contact, pauses, rate of speech and volume
Non-verbal
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Mediated:
Such communication occurs in presence of an intervening agency.
Mediated
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Unmediated:
Such communication occurs in absence of an intervening agency.
Unmediated
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Congruent Message:
In such a message verbal and non-verbal signals endorse each other.
Example: Somebody who says that he is unhappy and weeps
Congruent Message
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Incongruent Message:
In such a message, the verbal and non-verbal expressed are contradictory.
Example: Somebody who says that he is happy but weeps.
Incongruent Message
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Explicit Message:
Expresses the information directly
Explicit Message
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Verbal
Non-verbal
Mediated
Unmediated
Congruent Message
Incongruent Message
Explicit Message
Implicit Message
Implicit Message:
Expresses the information indirectly
Implicit Message
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Forms of Business Structures
The way information is communicated is often governed by how firms are structured.
Let us look at a few forms of business structures.
Here the decisions are
made centrally.
In this structure the
employees have a
role, shared decision
making and
specialisation is
possible.
In this structure
the employees
with specific
skills join project
teams and
individuals have
responsibility.
Such a structure is seen in
professions where
organisation provides
support systems and little
else.
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Channels of Communication
In
organizations,
communication
follows paths or
channels.
••
The
communication
between managers
and subordinates is
known as vertical
communication
because the
information flows
up or down the
hierarchy.
••
Channels
between
departments or
functions involve
lateral
communication.
••
Apart from the
formal channels of
communication,
information also
passes through an
organisation
informally.
••
Communication is
not complete until
feedback has been
received.
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Vertical/Lateral Communication
Look at the given organization chart. It shows the vertical communication through red
arrows and lateral communication through blue arrows.
Finance Marketing
Finance
Officers
Marketing
Assistants
Board of
Directors
Production
Factory
Operatives
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Barriers of Effective Communication
Inaccurate
Interpretation:
Ignoring or
misunderstanding
non-verbal signals
or implicit
messages
Selective
Perception:
Selecting only
certain elements
from a message,
hearing an
expected message
Linguistic Impact
on Language:
Style, tone, speed
Semantics:
Different
perceptions,
meanings that
different people
attach to the same
word
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Barriers of Effective Communication
Physical:
Tiredness, hearing,
sight or speech
problems ,
environment,
technical problems,
grammar, spelling,
punctuation and
sentence structure
Emotional &
Psychological:
Expressing
emotions, being
defensive,
negative, assertive,
conflict religion,
politics and values,
personality,
experiences, lack of
confidence
Gender:
Roles,
expectations and
traditions
associated with
either gender
Culture:
Cultural
differences, use
of jargons,
culture related
idioms and
expressions
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•••••
CVs, Resumes
Email, Web site, FAQs
Letters, Newsletters, Brochures, Articles, Catalogs
Advertisements, Notice Board, Pamphlets, Signs,
Press Release
Presentations, Multimedia, Talks, Meetings
Communication at Workplace
•
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Monroe's Motivated Sequence
It is very easy for
some of us to talk
persuasively and
to motivate people
through our
speeches.
However, for some
others, the art of
making speeches
and presentations
does not come
naturally.
You can use the
Monroe's Motivated
Sequence, to help
improve your
persuasive skills and
your confidence.
Monroe’s
Motivated
Sequence was
developed by Alan
H. Monroe, a
Purdue University
professor.
He used the
psychology of
persuasion to
develop an outline
for making
speeches that will
deliver results.
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Monroe's Motivated Sequence
Step 1: Get Attention –
Capture the attention of your audience through question, interesting
facts, humour or story telling.
Step 2: Establish the Need –
Convince the audience that there is a need for a change.
Step 3: Satisfy the Need –
Define your solution for the need.
Step 4: Visualize the Future -
Give a detailed description of a picture of success (or
failure), and motivate the audience to agree with you and
adopt similar behaviors, attitudes, and beliefs.
Step 5: Action/Actualization –
Give your audience specific things they can do to solve the
problem. Motivate them to now take action.
Monroe’s Motivated Sequence consists of the following five steps:
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Questioning Techniques
It is crucial for effective communication to ask the right questions.
Asking the right questions help to:
Gather better
information
quickly.
••
To learn more
about a situation.
••
To build stronger
relationships.
••
To manage people
more effectively.
••
To avoid
misunderstandings.
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Questioning Techniques
There are various questioning
techniques that can be used in
different situations. You have
probably used all of these
questioning techniques before but by
consciously using the appropriate
kind of questioning, you can gain the
information, response or outcome
that you want even more effectively.
Some of the questioning techniques
are as follows.
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Open Questions
Open Questions:
Open questions evoke longer
answers. Open questions usually
begin with what, why, how. Such
a question asks the respondent
for his or her knowledge, opinion
or feelings.
When to Use:
• To develop an open frank
conversation
• To find out more detail
• To learn about other
person's opinion, feelings or
issues
Example:
• Why did he react that way?
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Closed Questions
Closed Question:
Closed questions generally evoke
a single word or very short,
factual answer.
When to Use:
• To test your or the other
person's understanding
• To conclude a discussion or
making a decision
• To set a reference frame for
the person within which to
answer
Example:
• Are you hungry?
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Funnel Questions
Funnel Question:
Asking funnel questions involves
starting with general questions,
and then zooming in on a point
in each answer. Then, you move
on to asking more and more
detail at each level. Hence,
generally, when using funnel
questioning, start with closed
questions. As you progress
through the funnel, start using
more open questions.
When to Use:
• To find out more detail
about a specific point.
• To gain the interest or
increase the confidence of
the person you're speaking
with.
Example:
• "How many people were involved
in the fight?"
• "About seven."
• "Were they kids or adults?"
• "Mostly adults.”
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Probing Questions
Probing Question:
Probing questions are asked to
find out more detail. In such
questions, use questions that
include the word "exactly" to
probe further. An effective way
of probing is to use the 5 Whys
method, which can help you
quickly get to the root of a
problem.
When to Use:
• To gain clarification
• To draw information out of
people unwilling to give
information Example:
• Who, exactly, wanted this report?
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Leading Questions
Leading Question:
Leading questions are asked to
try to lead the respondent to
your way of thinking. It is
important to note here that
leading questions tend to be
closed.
When to Use:
• To get the answer you want
but letting the other person
believe that they had a
choice.
• To close a sale.
Example:
• Option 2 is better, isn't it?
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Rhetorical Questions
Rhetorical Question:
Rhetorical questions aren't really
questions at all. This is because
they don't expect an answer.
They are really just statements
phrased in question form.
Usually, such questions are used
because they are engaging for
the listener – as they are drawn
into agreeing.
When to Use:
• To engage the listener
Example:
• Isn't that a great display?
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Active Listening
One of the most important aspects of communication is listening.
Listening well can have a major influence on your job effectiveness, and
on the quality of your relationships with others.
Listening is important as it helps us to:
Obtain information
Understand
Enjoy
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Active Listening
However, it has been found through
various studies that we remember
between 25% and 50% of what we
hear.
So, what is important is to become
an “active listener”.
"Active listening" involves making a
conscious effort to hear not only the
words of the speaker but also to try
to understand the complete message
being sent.
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Key Elements of Active Listening
There are five key elements of active listening that help in actively listening to the
speaker. They are:
Let’s look at each in detail.
Show that you are listening
Provide feedback
Defer judgement
Pay attention
Respond Appropriately
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Pay attentionPay attention
Pay attention:
• Pay your complete attention to the
speaker and acknowledge the
message.
• Look at the speaker directly.
• Do not get distracted from listening
by environmental factors.
• "Listen" to the speaker's body
language.
• Refrain from side conversations
when listening in a group setting.
Provide feedback
Defer judgement
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Pay attention
Show that you are listening:
• Show the speaker that you are
listening by using your own body
language and gestures.
• Nod occasionally.
• Smile and use other facial
expressions.
• Keep your posture open and inviting.
• Use small verbal comments like
“yes”, and “uh huh” to encourage
the speaker to continue.
Provide feedback
Defer judgement
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Pay attention
Provide feedback:
• Paraphrase what is being said to
reflect your understanding of what is
being spoken.
• Ask questions to clarify certain
points.
• Summarize the speaker's comments
periodically.
Provide feedback
Defer judgement
Provide feedback
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Pay attention
Defer judgment:
• Allow the speaker to finish.
• Do not interrupt the speaker with
counter arguments.
Provide feedback
Defer judgment
Defer judgement
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Pay attention
Respond Appropriately:
• Be frank, open, and honest in your
response.
• Put forth your opinions respectfully.
• Treat the other person as you would
like yourself to be treated by others.
Provide feedback
Defer judgement
Respond AppropriatelyRespond Appropriately
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Body Language
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Common Signs of Body Language
Some of the common signs of body language of a confident person are:
• • • • •
Posture Speech Eye contact Tone of voice Gestures with
hands and arms
Let’s look at each in detail.
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• • • • •
They stand
tall with
shoulders
back.
The speech is
slow and
clear.
Keep a solid
eye contact
with a
"smiling"
face.
The tone of
voice is
moderate to low.
The gestures are
purposeful and
deliberate.
Posture Speech Eye contact Tone of voice Gestures
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Some of the common signs that the person you are speaking with may be feeling
defensive are:
Facial expressions are minimal.
Hand gestures are small and close
to his or her body.
Body is physically turned away from
you.
Eyes maintain little contact, or no contact.
Arms are crossed in front of body.
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Giving Feedback
Feedback is a type of communication that we
give or get. It is a critical assessment or
suggestions made for improvement.
Feedback is crucial in communication as it
helps to have honest relationships.
Giving feedback helps to let people know
how effective they are in what they are trying
to accomplish.
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• Indirect: Issues are not addressed directly and
the feedback is vague.
• General: The feedback aims at broad issues
which cannot be easily defined.
• Insensitive: Such feedback has little concern
for the needs of the other person.
• Attacking: Aggressive and focusing on the
weaknesses of the other person.
• Disrespectful: The feedback is disrespectful
and almost insulting.
• Poor timing: The feedback is not given at an
opportune time.
• Impulsive: The feedback is given
thoughtlessly, with little regard for the
consequences.
• Judgmental: The feedback is prejudiced and
judges personality rather than behavior.
• Selfish: The feedback meets the giver's needs,
rather than the needs of the other person.
Types of Feedback
There are positive and negative approaches to giving feedback such as follows:
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• Supportive: The feedback is delivered in a
non-threatening and encouraging manner.
• Helpful: The feedback is meant to be of value
to the other person.
• Descriptive: The feedback focuses on behavior
that can be changed, rather than personality.
• Sensitive: The feedback takes into
consideration the other person and is
sensitive to the needs of the other person.
• Considerate: The feedback is intended to not
insult or demean.
• Direct: The feedback is focussed and clearly
stated.
• Healthy timing: The feedback is given at an
opportune time.
• Thoughtful: The feedback is well thought out
rather than impulsive.
• Specific: The feedback is focused on specific
behaviors or events.
Types of Feedback
There are positive and negative approaches to giving feedback such as follows:
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Getting Feedback
•
Getting feedback
from other people is
as important as giving
feedback.
Some people accept
feedback because
they believe they can
grow from it.
Getting feedback helps
us to learn about our
ability, to communicate
by verifying messages
and determining if the
objectives of
communication are
being met.
••
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How to be Open to Feedback?
• • •
Be open to
feedback:
Be open and
welcome peoples’
feedback/questions
.
Be aware of
nonverbal
communication:
Make sure your
nonverbal
communication
encourages
feedback.
Ask questions:
Ask questions to
get additional
specific feedback.
Paraphrase:
Paraphrase the
speaker to convey
that you have
listened and
understood the
speaker.
•
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Conducting Effective Meetings
People do not like to waste their time; hence running efficient and successful
meetings is a key skill that every individual should learn for growing in their career.
Running an effective meeting is more than sending out a notice that your team is to
meet at a particular time and place. An effective meeting achieves the following:
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Key Elements of Meeting
A few key elements that need to be taken care of to conduct
an effective meeting are:
• The Meeting's Objective – Be clear about the purpose of
the meeting.
• Use Time Wisely – Do not waste time. Everything that
happens in the meeting itself should further the objective
of the meeting.
• Prepare an Agenda - To prepare an agenda for the
meeting, consider the following factors:
o Priorities – what has to be definitely covered?
o Results – what should be accomplished by the
meeting?
o Participants – who needs to attend the meeting for it
to be successful?
o Sequence – in what order should you cover the
topics?
o Timing – how much time will you spend on each
topic?
o Date and Time – when will the meeting take place?
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Key Elements of Meeting
• Satisfy Participants that a Sensible Process Has Been
Followed – Circulate the agenda among the participants
and get their feedback and inputs.
• List Tasks - List all tasks that are generated at the
meeting. Make a note of who is assigned to do what, and
by when.
• Summarize the Meeting - Towards the end of the
meeting, quickly summarize next steps. Inform everyone
that you will be sending out a MoM (Minutes of
Meeting). Thank the participants for their valuable time
and inputs.
• Prepare and Send MoM - Prepare a Minutes of Meeting
(MoM) to summarize the meeting. Forward this to all
participants and other stakeholders. It is a record of what
was accomplished and who is responsible for what as the
team moves forward. This is a written record of what
transpired, along with a list of actions that named
individuals have agreed to perform. You can even assign
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Presentation Planning Checklist
Preparation
• How much does the audience know about the subject?
• Do you have enough knowledge about the topic of the presentation?
• Does the presentation room have all the resources required such as
electrical supply, Internet access, projector screen etc.?
• What do you want to achieve at the end of the presentation?
Content
• Does your introduction grab your audience's attention?
• Do you have the objectives clearly stated in your presentation?
• Are the main points in a logical sequence?
• Does the conclusion summarize the presentation clearly and
concisely?
• Have you tried to avoid using jargons in your presentation?
Visual Aids
• Are the visual aids easy to read/view and easy to understand?
• Are all the slides consistent in looks?
• Do all the slides use the same fonts? Are they easy to read?
• Does each slide have optimum amount of text?
• Do you have a contingency plan in case your visual aids fail?
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Presentation Planning Checklist
Practice the Presentation
• Have you practiced your presentation standing or sitting, paying close
attention to your body language and posture?
• Have you rehearsed often enough to be able to speak smoothly and
fluently?
• Have you practiced your presentation in front of others?
After the Presentation
• Have you ensured that your audience understands everything that
was covered in the presentation?
• Do you need to follow up with any of your audience?
• Have you asked for feedback from your audience?
• How can you improve your next presentation?
Presentation Day
• Are you dressed and groomed appropriately?
• Have you left enough time for travel and setting up?
• Have you checked your visual aids to ensure that they're working?
• Are your visual aids ordered in correct order?
• During presentation, make & maintain eye contact with audience?
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Speaking to an Audience
• • •
Sometimes in our
workplace or in
personal situations,
we may be required
to speak to and
address an audience.
The norms of
speaking to an
audience are slightly
different from when
one is speaking to an
individual.
Effectively engaging
an audience is
dependent on the
speaker's ability to
sound interesting
and convey a
positive attitude.
Developing good
speaking skills
involves an
increased awareness
of your voice,
language, body
language and tone
while speaking.
•
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Voice
Your primary tool for instruction while speaking is your
voice. When speaking to an audience, think about
projection, pace and modulation.
• Projection: The volume of your voice should be
loud enough that everyone can hear you. At the
beginning of the session, ask the audience if they
can hear you and adjust your volume accordingly.
• Pace: Make sure you are not going so fast that
people cannot keep up, or so slow that people get
bored and stop paying attention. You can also use
strategic pauses, such as pausing just before an
important point in order to emphasize it.
• Modulation: Varying your inflection and volume
will keep your audience's attention, whether your
natural speaking voice is high or low, loud or soft.
The following points should be considered while speaking to an audience:
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Body Language
• Develop eye contact with your audience.
• Use gestures to emphasize points and
keep your audience's attention.
• Stand up. It keeps your audience's
attention.
• Walk around to keep your audience's
attention.
• Relax! Be conscious of your body posture
throughout the session.
• Smile and laugh! It engages your
audience and makes you more
approachable if the audience has any
questions.
Copyright © 2008 - 2012
reserved.

Tone and humor
• Use your tone to convey
an infectious
enthusiasm for the
topic.
• Be positive and upbeat
and don't focus on
negatives or difficulties.
• Incorporate humor into
your instruction.
Copyright © 2008 - 2012
reserved.

5 Steps to Report Writing
Step 1:
Define the
problem
Step 2:
Gather the
necessary
information
Step 3:
Analyze the
information
Step 4:
Organize the
information
Step 5:
Write the report
Copyright © 2008 - 2012
reserved.

Writing Effective Emails
The following are a few points to be considered to write effective emails:
• Use Subject Lines as Headlines – Write a subject that grabs the reader’s
attention, and it tells you what the email is about, so that the reader
may want to open and read your email.
• Write One Point per Email - If you need to communicate with someone
about a number of different things, consider writing a separate email on
each subject.
• Specify the Response You Want - Make sure to include in your email,
any call to action you want, such as a phone call or follow-up
appointment. Then, make sure you include your contact information,
including your name, title, and phone numbers.
• Using EOM Headlines - In order to convey a very short message , you
can use the EOM, or End Of Message, technique. You can put all the
relevant information in the subject line, followed by the letters "EOM".
This lets the recipient know that he or she doesn't even have to open
the email; all the information is right there. The subject line is the
message.
• Internal Email - Internal emails, just like other emails, should not be too
informal. Always use your spell checker, and avoid slang.
Copyright © 2008 - 2012
reserved.

AIDA: Attention-Interest-Desire-Action
Every kind of writing is
written with one purpose
in the mind of the writer
– to capture the readers’
attention.
Whether it is a report, a presentation,
an advertisement, an email or any
other form of writing, effective writing
is the key to success.
The acronym AIDA is a
handy tool for ensuring
that your copy, or other
writing, grabs attention.
Use the AIDA approach when you write
a piece of text that has the ultimate
objective of getting others to take
action.
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reserved.

Attention (or Attract):
You can grab people's attention
by using powerful words, or a
picture that will catch the
reader's eye and make them stop
and read what you have to say
next.
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reserved.

Interest:
Gaining the reader's interest is a
deeper process than grabbing
their attention. Help your readers
to pick out the messages that are
relevant to them quickly by using
bullets and subheadings, and
break up the text to make the
points stand out.
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reserved.

Desire:
The Interest and Desire parts of
AIDA go hand-in-hand.
Simultaneously to building the
reader’s interest, you have to also
tell him how your message can
help them. The main way of
doing this is by appealing to their
personal needs and wants.
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reserved.

Action:
Be very clear and specific about
what action you want your
readers to take. Give them
specific information about the
action to take rather than leaving
it to them figure out what to do
for themselves.
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reserved.

Case Study
George Peterson is the Project
Manager at ABC Software
Solutions Pvt. Ltd.
He has four of his sub-ordinates
working on the A1005 Project.
He wants to conduct a meeting
on July 12, 2011 at 4.00 p.m. in
the ‘Pegasus’ Conference
Room.
George plans to discuss the
project schedule, get a status
update of the project and
assign new tasks to the team
members in the meeting.
1. Write an email from
George to his sub-
ordinates to inform
them about the venue,
date and time of the
meeting. Also, give
them a brief about the
agenda to be covered in
the meeting.
Copyright © 2008 - 2012
reserved.

Summary
In this module you learnt that:
The various components of the communication process are: participants, encoding,
decoding, channel, context, perception, purpose and barriers.
Monroe’s Motivated Sequence consists of the following five steps:
• Get Attention
• Establish the Need
• Satisfy the Need
• Visualize the Future
• Action/Actualization
Various questioning techniques that can be used are:
• Open questions
• Closed questions
• Funnel questions
• Probing questions
• Rhetorical questions
• Leading questions
The communication between managers and subordinates is known as vertical
communication and between departments or functions involve lateral communication.
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reserved.

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