Communicationskills

Introduction
“Everybody communicates one way or another, but
few managers deliver their messages as well as they
can.”
“Good communication is the life blood of organizations”
“Good communicators make better managers”

Communication, Business & You
• Good communication enables
organizations to function effectively.
• Manager’s role is to make and carry out
decisions by collecting facts, analyzing
them and transmitting directions to lower-
level-employees.
• Ask yourself what information your co-
workers and supervisors need from you
and figure out how to supply it.

Components of Communication
Communication is thinking process translated into
messages. Components of good communication are
1. Context
2. Encoding
3. Message
4. Chanel
5. Decoding
6. Feedback

• Context
• Context involves things such as your relationship
with your audience, the culture of your
organization and your general environment.
• Encoding
• Encoding is the process of taking your message
and transferring it into the proper format for
sharing it with your audience. It requires
knowing your audience and ensuring that your
message provides all of the information that they
need.

• Message
• The source of the message is the sender.
The sender must know why the
communication is necessary and what
result is needed.
• Chanel
• The Channel is the method of
communication that you choose such as
face-to-face, by telephone, or via email.

• Decoding
• Decoding is the process of receiving the
message accurately and requires that your
audience has the means to understand the
information you are sharing.
• Feedback
• Feedback lets you gauge how successful
you were at communicating. It also offers
a chance to adjust your communication
process for the future.

Internal Communication Network -
Formal Communication Channels
Downward Information Flow
• Managers direct and control the activities of
lower-level employees by sending messages
down through formal channels.
Upward Information Flow
• Messages directed upwards to provide
managers with the information they need to
make intelligent decisions.
Horizontal Information Flow
• Official channels also permit messages to flow
from department to department.

Internal Communication Network -
Informal Communication Channels
• The grapevine is an important source of
information in most of the organizations.
• The informal communication network
carries information along the
organization’s unofficial lines of activity
and power.

External Communication Network –
Formal Contacts With Outsiders
Formal Contacts With Outsiders
• Links the organization with the outside
world of customers, suppliers,
competitors and investors.
• Marketing and Public Relations
departments are responsible for
managing much of organization’s
formal communication with oursiders.

Characteristics of Effective
Business Communication
• Fostering an open communication climate.
• Committing to ethical communication.
• Understanding the ethical difficulties involved in
intercultural communications.
• Becoming proficient in communication
technology.
• Using an audience centered approach to
communication.
• Creating and processing messages efficiently.

Mediums of Communication
• Verbal face-to-face
• Non Verbal face-to-face
• Visual
• Written
• Silence
• Gesture & body language***
• Symbolic

SEVEN Cs OF EFFECTIVE COMUNICATION
• Completeness
• Conciseness
• Consideration
• Concreteness
• Clarity
• Courtesy
• Correctness

COMPLETENESS
• Provide all necessary information.
• Answers all questions asked.
• Give something extra, when desirable.

CONCISENESS
• Eliminate wordy expressions.
• Include only relevant material.
• Avoid unnecessary repetition

Expressions - suitable substitutes
As per your instructions
As instructed
Attached herewith
Attached
By reason of the fact that
Because
For the month of December
For December
In compliance with your request
As requested

Expressions-suitable substitutes
contd.
In early course
Soon
In point of fact
In fact
Should prove of interest to you
Should interest you
This is to thank you
Thank you
Wish to suggest
Suggest

CONSIDERATION
• Focus on “You” instead of “I” or “We”.
• Show audience benefit or interest in the
receiver.
• Emphasize positive, pleasant facts

CONCRETENESS
• Use specific facts and figures.
• Put action in your verbs.
• Choose vivid, image building words.

CLARITY
• Choose precise, concrete and familiar
words.
• Construct effective sentences and
paragraphs.

COURTESY
• Be sincerely thoughtful, appreciative and
tactful.
• Use expressions that show respect.
• Choose nondiscriminatory expressions.

CORRECTNESS
• Use the right level of language.
• Check accuracy of figures, facts and
words.
• Maintain acceptable writing mechanics.

Organizational Communication
The two most important media of communication
in an organization are-
 Formal communication.
 Informal communication.

Developing Intercultural
Communication Skills
• Take responsibility for communication.
• Withhold judgment.
• Show respect.
• Empathize.
• Tolerate ambiguity.
• Look beyond the superficial.
• Be patient and persistent.
• Recognize your own cultural biases.
• Be flexible.
• Emphasize common ground.
• Send clear message.
• Increase your cultural sensitivity.
• Deal with the individual.
• Learn when to direct.

Formal Communication
Formal communications are those which are
part of the recognised communication system
which is involved in the operation of the
organization.These communications may be-
 Oral
 Written
 Downward Communication
 Upward Communication
 Horizontal Communication.
 External

Downward Communication
It is the transition of ideas from executives
to subordinates. Activities that follow
downward communications are –
Instructions Directions Orders
Clarifications Interpretations Rules
Policies Procedures Safety
Welfare Time schedules Change in
schedules

Upward Communication
This includes
• Personal contacts. By each member of the management.
• Fact finding opinions and surveys.
• Giving information to the management
• Conferences & meetings
• Shaping managing policies and practices
• Suggestions and feedback

Stay Away From Words Like
Problem Authorized
Unauthorized Unavailable
Delay Missed
Difficulty Fault

Specific Rules of Form and
Style
1. Avoid the passive voice—Use the active voice-Who is doing what? The active
voice in writing conveys more strength than the passive voice. It helps
reinforce vigor and directness in your message.
Wrong (passive)
At the meeting on Friday, Karan Mathur will be honored by us.
Right (active)
We will honor Karan Mathur at Friday’s meeting.
2. Avoid relying too heavily on contractions- Most business documents, long or
short, will look better if they keep contractions to a minimum. Consider spelling
things out. Ask yourself: Does it sound better to use “it is” for “it’s,” “they are”
for “they’re,” “I am” for “I’m,” and so on? As a general rule, incorporating non-
contracted forms when you can do so will formalize and strengthen your
sentence structure.

Style (contd)
3. Complete your thought- Do not use incomplete or run-on sentences. Most
grammatically correct sentences will have a subject and a verb, especially in
business writing. Use proper form and punctuation to define and complete
your thought; separate it from other thoughts.
Wrong:
Happy to introduce our new Customer Service Manager, Karan Mathur. Starting
on Monday! Karan will located in Room 702, you know, it is next to Kapil
Kumar’s office. A big welcome for Karan.
Right:
I am pleased to introduce our new Customer Service Manager, Karan Mathur.
Karan will begin work on Monday, April 1. She will be located in Room 702,
right next to Kapil Kumar’s office. Please make her feel welcome.
Always start a new paragraph whenever you have completed a string of related
thoughts and are about to start a new string. Never lump everything together in
one paragraph.

Style (contd)
4. Be clear about your subject- Watch those pronouns! Things can get
very confusing for your reader if you talk about two or more subjects
in your memo without making clear which is which. Pronouns must
agree with their subject.
Example:
Smriti told Kapil to give Pooja Nair a report on the project specs. She
would then follow up with him after he had met with her about it.
In the second sentence, the words “she” and “her” clearly refer to
someone, but it’s hard to say whether that someone is Smriti, Pooja,
or a combination of the two. Although your reader may guess
correctly, you can avoid confusion by inserting the proper name in
place of one or both of the pronouns in this sentence, or rewording it.
Here’s how a corrected version might look:
Smriti told Kapil to give Pooja Nair a report on the project specs.
Smriti would then follow up with him after he had met with Pooja.

Basic Rules For Writing Memos
1. Be brief-
The wordier you are, the less likely you are to hold
your reader’s attention. Remember that details of
whatever your memo covers can be discussed
verbally or followed up in a later memo. Your main
concern is to state your immediate purpose in
writing as concisely as possible.

2. Get to the point at the beginning
It is important that your readers know upfront what your
memo is about. Make sure your opening sentences
back up the subject line of your memo. Then expand as
necessary.

3. Keep it (relatively) formal
Always remember that you are writing a formal
memo, not a note to a friend. Depending on the
subject matter of the memo, it may be all right to
use a “light touch”. Still, you should never inject
clearly personal material, or use inappropriate or
overbearing humor that others may misinterpret

4. Proofread before you send
Check for punctuation, grammar, and spelling; make
sure you haven’t accidentally omitted any words;
ensure that paragraphs are lined up; and look your
memo over for general neatness and consistent
formatting. Many words processing programs now
feature easy-to-use spelling and grammar checks;
these should be considered a supplement to, and
not a replacement for, careful review and
proofreading.

5. Be consistent
Formatting should not vary from one paragraph to
the next. Be consistent in your use of tabs,
indenting, highlighting text, and punctuation. Also
take care that spellings, especially of proper names,
are the same throughout the memo.

6. Use italic and bold for emphasis-
It is better not to use capital letters to emphasize a
point. To make something important stand out from
your memo, bold the relevant words. To stress the
importance of a statement, put it into italic. Be careful,
however, not to overuse italic or bolding, or else your
memo will begin to look too busy (or strident).

7. Beware of redundancy
Repetition can make a memo uninteresting. Unless
it is necessary for emphasis, avoid repeating what
has already been said, as well as any redundancy.
You may say office staff or office workers, but why
office staff workers? And reconsider a formulation
such as, “A new and innovative product.” Use either
“new” or “innovative,” but not both. A rule of thumb:
say it once and get on with the rest of the message.

8. Avoid unnecessary or pretentious words
Brevity is a virtue, and one way to make your memo virtuous is
to omit words that contribute nothing new. You should also
think twice before using a fancy-sounding word when a short
and simple one would do the job just as well.
“The question as to whether” = “Whether”
“Owing to the fact that” = “Since” or “Because”
“This most unique feature” = “This unique feature” (Something
is either unique or isn’t!”

9. Capitalize names and titles
Make sure that proper names, company names,
and appropriate titles and designations are
capitalized.
Example:
Ms. Sheetal, President of the Atlas Manufacturing
Company, will visit the Customer Service
department at 3:00 today.

10. Watch those plural nouns…and beware of
misplaced apostrophes
This is one of the most common mistakes in either formal or
informal writing. An “s” at the end of a noun makes that word
plural. An apostrophe-s, on the other hand, denotes
possession or a contraction. Always be aware of the
difference. Watch out for the potentially tricky forms “its” and
“it’s”. The latter is always a contraction (for “it is”), while the
former indicates possession.
Wrong:
Its Tuesday, the day she does spot-check’s. I think the stores
department is going to have it’s problems.
Right:
It’s Tuesday, the day she does spot-checks. I think the stores
department is going to have its problems.

11. Use proper punctuation
If you don’t already know when and how to use commas,
periods, colons, semi-colons, hyphens, dashes, slashes,
apostrophes, parentheses, exclamation points, question
marks, and quotation marks, track down a style manual and
review the appropriate chapters closely! In particular, beware
the excessive use of commas. Although the placement of
commas is an inexact science, the easiest and most reliable
rule of thumb is to read your sentence aloud and insert a
comma only when there would be a natural pause.
Example:
Please make sure the emergency exits are easy to reach,
clearly marked, and unlocked at all times.
Placing the comma after the word “unlocked” above would be
an error

12. Use parentheses and quotation marks
correctly
In a sentence containing a parenthetical expression,
place the punctuation outside of the parentheses
(like this). (The exception to this is when the
expression is wholly contained with the parentheses,
as this sentence is.) Conversely, punctuation is
generally placed inside quotation marks.
Example:
The themes “Service”, “Quality”, and “Dependability”
will form the heat of the president’s upcoming
address (scheduled for July 16).

13. Write out numbers
When writing any number from one to ninety-nine,
spell it out rather than putting it into numerical form.
This idea does not include dates, addresses, or very
long numbers, although whole numbers such as
one hundred and one thousand should generally be
spelled out. If several numbers are included in one
sentence, be consistent in choosing the numeric or
the spelled-out form. The same holds true for
rankings (i.e., 1st or first, 10th or tenth, etc.)

14. Stick to one tense
It is bad form to mix your tenses within a single
sentence.
Wrong:
If you wanted help, you should ask me.
Right:
If you wanted help, you should have asked me

When to send a Standard
Written Communication
• When you want to attach new emphasis to a specific course of
action that must be undertaken in near future.
• When you aim to highlight the necessity of paying attention to
a problem that has been on the “to-do” list for long.
• When you want to provide a relatively detailed list of guidelines
and procedures.
• When you want to establish a paper
• When the issues you want the other person to focus on are too
detailed to address in an e-mail message

Memo - 1
Increased Hours Due to Reorganization Plan
To:
From:
Date:
Regarding: Time commitments
The reorganization plan for ABC Corporation will mean longer
hours for all salaried staff members. Production management
staff in particular (that includes me) must be ready to commit to
extra time when the need arises.
This is, as you know, a period of challenge for our company. I
realize that these added hours will require some adjustment by
all team members. Bear in mind, however, that our efforts during
these times will serve to build a stronger company – and greater
job security in the long term – for everyone here.
Thanks in advance for helping us hit our numbers this quarter.

Memo - 1
Increased Hours Due to Reorganization Plans
Alternate Version
This probably won’t come as much of a surprise, but....
The current reorganization plan means each and every
one of us is going to have to put in some late hours over
the next few months. Although this principle applies to all
senior managers (myself very much included), it’s of
particular importance for people in the production
management area to bear in mind. We’ve got a big job
ahead of us. It’s going to take a few late nights for us to
do it.
Many thanks for your help and support during what will
be a challenging, but highly rewarding, quarter.

Memo - 1
Developing A Customized Memo?
Remember to….
• Point out, if at all possible, that you, too, will
be sharing in the added responsibilities
• Thanks team members in advance for their
help during a trying time.

Memo - 2
ATTENDANCE PROBLEMS: COMPANY MEETINGS
To:
From:
Date:
Regarding:
Just a reminder. The Monday morning meetings are
mandatory….so please attend and please be prompt.
We are going to talk about some exciting new initiatives
the company will be pursuing in the coming year during
next Monday’s meeting. I look forward to seeing you
there.

Memo - 2
ATTENDANCE PROBLEMS: COMPANY
MEETINGS
Alternate Version
The company meetings are for everyone….and we
miss you when you are not there to contribute.
The Monday morning meetings are mandatory.
Please attend and please make every effort to be in
the conference room by 9:00.

Memo - 2
Remember to….
• Stress that the meetings are mandatory.
• Encourage timely attendance.

Memo - 3
BREAKS THAT RUN BEYOND ALLOTTED TIME
To:
From:
Date:
Regarding:
I need your help. Please remind the people ion your
department that coffee breaks are not to extend beyond ten
minutes, twice a day.
Thanks for helping us to keep things humming

Memo - 3
BREAKS THAT RUN BEYOND ALLOTED TIME
Alternate Version
I like a good cup of coffee as much as the next person, but….
The coffee breaks some people are taking are extending to as
long as thirty or forty minutes. Please help us all out and
remind your people that the twice daily coffee breaks are
meant to extend to a maximum of ten minutes each.

Memo - 3
Remember to….
• State the policy regarding coffee breaks.
• Request the manager’s help to keep
employees in line with policy.

Types of Letters
There are seven types of letters-
1. Sales letter.
2. Claim letters.
3. Adjustment letter.
4. Collection letter.
5. Enquiry letter
6. Quotation letter.
7. Job application letter.

Reply to a complaint
Keep your cool, never send reply in a moment of excitement
or anger. Keep following five points in mind
– Convey good news first – the adjustment you are offering or the
action you are taking.
– Explain why things went wrong.
– Give additional information for the same product or send new
sales material about any other product of yours in which the
customer might feel interested.
– Close the letter, emphasizing the action you want your
customer to take.
– Address your letter to the client by name.

Sales letter
Guidelines
• Arrest attention through an attractive opening.
• Arouse interest in your product.
• Present reader benefit information.
• Induce him to take action
• Close with a clincher sentence.

Beginnings
• You are absolutely correct in guessing that….
• You did the right thing in frankly telling your
experience….
• It was very thoughtful of you to have written directly
to us.
• You have every right to demand compensation
because the mistake is entirely ours.
• Many thanks for telling us what went wrong with
your….
Letter Drafting-Helpful Sentences

Conclusions
• We would be glad to hear from you after you have
received the new consignment.
• Please tell us if we can do anything further.
• We would indeed appreciate your dropping a line
about your experience with our new….
• Should you need to say something in future about
our…., please do not hesitate to write to us.
• Thank you once again for having called our attention
to this defect
Letter Drafting-Helpful Sentences

Bad sample letter
Dear Sir/Madam
I have heard on the grapevine that you are
seeking a company which is capable of
installing new computers for all your
departments. I believe that my company can be
safely appointed as one in which you have
complete confidence. Notwithstanding our
somewhat limited experience in your industry, I
have been advized by someone who used to
work for you that we would be just right for the
job. I am most enthousiastic about the
possibilities to mete you except please be
advized that I will unfortunately be unable to
visit your office on Mondays, Tuesdays or on
Friday afternoons. This is because at
Writer has not bothered to find out a contact
Meaning is
unclear
Writer
gives
irrelevant
details
Grammar
and
spelling are
poor
The letter is on more than one page

A good sample
Today’s date
Ms Martin
Planning Company
Street Name
Big Town
Dear Ms Martin,
Further to our phone conversation last week, I have
pleasure in enclosing a recent brochure.
You confirmed that your company is interested in installing
new computer software, and I am sure we will be able to
supply your needs.
I look forward to hearing from you and to meeting you in the
near future.
Yours Sincerely
Signature
Has written letter on just one page
Explains reason
for letter
Knows to whom to send the letter
Shows
positive
outlook
Suggests
next step

Checklist For Revising Business Messages -
Editing
• Content and Organization
– Review your draft against your message plan.
– Cover all necessary points in logical order.
– Organize the message to respond to the
audience’s probable reaction.
– Provide enough support to make the main idea
convincing and interesting.
– Eliminate unnecessary material; add useful
material.
– Be sure the beginning and ending are effective.

Checklist For Revising Business Messages-
Editing
Style and Readability
• Be sure you have achieved the right
tone.
• Increase interest with lively words.
• Make sure your message is readable
–Check vocabulary.
–Check sentence structure.

Editing
Word Choice
• Use plain English.
• Use concrete words that avoid
negative connotations.
• Rely on nouns, verbs and specific
adjectives and adverbs.

Rewriting Your Message
Sentence Style
– Fit the sentence structure on the thought.
– Tailor the sentence style to the audience.
– Aim for an average sentence length of 15 to 17 words.
– Write mainly in active voice, but use the passive voice to achieve
specific effects.
– Eliminate unnecessary words and phrases.
– Avoid obsolete and pompous language.
– Moderate your enthusiasm.
– Break-up strung out sentences.
– Avoid hedging sentences.
– Watch for indefinite pronoun starters.

Rewriting Your Message
Effective Paragraphs
– Edit for unity, effective development and
coherence.
– Choose a method that develops cause and
effect, problem and solution.
– Vary the length and structure of sentences
with paragraphs.
– Mix paragraphs of different lengths but aim for
100 words.

Producing Your Message
Design Element
– Use appropriate white space around
headings, margins, between columns and
at line endings.
– Use headings to break up long passages
of text.
– Use only as many type styles as you
actually need.

Proofing Your Message
• Mechanics and format.
• Electronic grammar and
spell checks

Sample letter - 1
Dear Mr Khanna
Thank you for your letter No… of…We are very sorry to learn
that you have been put to embarrassment and inconvenience
owing to our mistake.
Your suggestion for quick shipment of 500 tins is fair and we
have dispatched them today by quick transit service, as desired
by you. We hope they will reach in time for you to keep the dates
with your clients. We also agree to bear the transportation cost
of the damaged tins. Please send them back soon.
We thank you for drawing our attention to this mistake because
we have again carefully examined the working of our packing
and dispatch department and introduced further checks to
prevent the recurrence of such mistakes. Rest assured that you
will not be put to any such inconvenience in future.
Yours sincerely

Sample letter - 2
Dear Sri Sharma
Thank you for your letter No…of…
Please accept our sincere apology for the error in your April bill.
Out of the two items you mention the first was to be charged to
another customer whose account appears next to yours in our
ledger. You are right in guessing that it was a copying mistake.
We have instructed our bill clerk to be more careful in future.
The second item appear to have been bought by you on 30th
April. The ledger entry show that the credit memo number
41389B for Rs. 1088.00 was issued to you by our salesman
I shall, therefore,feel grateful if you once more check your
monthly account. For your convenience we are sending herewith
a photocopy of this credit memo.
On hearing from you, we shall send another bill for the correct
amount.
Yours sincerely

Meetings Without Yawns
• Year 1990 – Fortunate magazine – “There
were twenty-five million meetings
worldwide on a single day”
• Year 1995 - Alan Barker – Put the figure at
55 million.
• In UK alone four million hours are spent
every day on meetings.

What The Word Says About
Meetings
• “A meeting keeps minutes and looses hours”
• “People call meetings when they can’t or won’t
think problems out themselves”
• “A meeting is a gathering of important people
who singly can do nothing, but together can
decide that nothing can be done”
• “The best committee is a committee of two when
one is absent”

Meetings – To Prepare an Agenda
• Give names of expected attendees.
• Give the exact date and place.
• Give time for starting the meeting.
• Give time when the meeting is expected to end.
• Give the objectives of the meeting.
• Give the issues to be discussed and resolved.
• Indications of how attendees in general or
specific ones among them should prepare
themselves for the meeting.

Table Manners At Meetings
• Don’t Go Late to a Meeting.
• Don’t Interrupt Others When They Talk.
• Don’t Monopolize the Meeting.
• Don’t Talk or Joke with Your Neighbors.
• Don’t use the Phone.
• Don’t do Anything Unrelated to the Discussion.
• Don’t Use Excessively Emotional Language.
• Don't Disobey the Chairperson’s Instructions
and Requests.

Meetings – Preparing of Minutes
• Where and when meeting was held.
• The names of people who attended it.
• Apologies from people who were expected
to attend but could not.
• The decision taken along with details of
who should implement them by when.
• Name and signature of the person writing
the minutes.

REPORTS THAT COMMAND RESPECT
Parts of Report
•Title Page
•Letter of Transmittal
•Table of Contents
•Executive Summary
•Introduction
•Body
•Conclusion
•Appendix

QUALITIES OF GOOD REPORTING
“A good report is (a) reader-oriented, (b) brief, © well
sequenced, (d) complete and (e) presented in appropriate
language”.
Reportee –Orientation
(a) Who for?
(b) What for?
Brevity
(a) Brevity is relative.
(b) Brevity is cutting out irrelevant ideas.
Smooth Transition.
(a) Classical Components of a Report
(b) Chronological Sequence.
© Spatial Sequence.
(d) Cause and Effect Sequence.

QUALITIES OF GOOD REPORTING
(Contd)
Completeness
(a) Source of Data.
(b) Relevant Data.
(c) Credibility and Supporting Evidence.
(d) Acknowledging the Source.
Appropriate Language
(a) Linguistic Correctness.
(b) Readability.

Persuasive Proposals
Qualities of a Good Proposal
1. Future Oriented.
2. Persuasive.

Proposals – Art of Persuasion
1. Credibility of Source.
2. Reasonableness of the Message.
3. Emotional Involvement.
4. Attractiveness of the Presentation.

PRESENTING YOUR MAIL
• Invest in the subject line: Give your mail a
Smart Heading.
• Small is beautiful: keep your mail Short
• Brief is businesslike, but Abrupt isn’t! Mind your tone.
• Mind your Language: Don’t attach Unwelcome Files to
your mail
• Mind your Language: Bad Grammar and Spellings can
be Fatal
• Mind your Language: Hold back Angry Outbursts.
• Flaunt your mail’s vital statistics: Let its Figure show.

E-MAIL COMMONSENSE &
ETIQUETTE
• Don’t cry Wolf too Often.
• Don’t burn down your hut to kill the mice.
• Follow e-mail ethics. Don’t violate general
rules of etiquette.
• Don’t sow Wild Mails.
• When your mails fail, Try smarter, Not
harder.
• Don’t hide behind your mails.

SAMPLE MAIL-A
Hi! Rajesh
I have began work on the “debtors reconciliation” for Nepal. I am attaching an
incomplete file which will give you an idea of the same.
Much as I would have liked to complete the reconciliation the June based forecast for
2003 and 2004 have come up. This will make it impossible for me to send you a
reconciliation immediately.
I have had a discussion with Chetan and we have agreed on following: the earliest I
could send you the reconciliation would be 27th of August or the latest by 1st week of
Sept.
If I could start work on the reconciliation by 14th of August, I will work on the June
figures and if I start work by the first week of Sept I will use post-July figures.
I apologise for the change in schedule.
Regards
Juhi

E-MAIL ACRONYMS AND
ABBREVIATIONS
BBL Be back later
BFN Bye for now
BRB Be right Back
BTW By the Way
FYI For your
information
<g> Grin
<G> Big grin
HSIK How should I
know?
IAE In any event
IMO In my opinion
IOW In other words
LOL Laughing out
loud
NBD No big deal
ROFL Rolling on
floor laughing
TIA Thanks in
advance
TIC Tongue in
cheek
TTFN Ta ta for now
TTYL Talk to you
later
WYSIWYG What you see is
what you get

E-MAIL EMOTIONS
:-( Sad
:-I Indifferent
:-) Winking
:-D Laughing
:- Undecided
:-P Tongue hanging
out
:-o Surprised
:-X Big kiss
::-) Wearing glasses
:-& Tongue tied

PRESENTATION
Whether you are a seasoned
orator or novice speaker, you can
improve your presentation skills
and enhance your credibility
through planning, preparation &
practice.

Your Objectives
You should be clear about your objective
before you start preparation for your
presentation.
• Do you want to entertain your audience?
• Is the objective to pass on vital information?
• Is the objective to motivate your audience to
rush off and take immediate action as a
consequence of your speech?

Points to Remember
Remember following points-
1. Your presentation should be relevant, simple and to the
point.
2. Your audience will be impressed by the depth and
breadth of your knowledge rather than a show of false
intellect and wit.
3. Your positive attitude, energy,and enthusiasm for the
subject will speak volumes. They will be remembered by
your audience long after the details of your speech have
been forgotten.

Preparing Yourself
The overall impact of your presentation will be
determined as much by how you appear as by
what you say.
Points to remember-
1. Believe in yourself.
 An audience is your ally. Its members want to learn from
you.
 Think positively
2.Visualize success.
 Behave naturally and the audience will be warm to you.
 Think of a large audience as if it were a small group

Communicationskills

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