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Similar to IT team communication skill version 1.0.1
IT team communication skill version 1.0.1
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- 2. Objectives • Significance ofcommunication • Communication process – sender, encoding, message, medium, receiver, decoding, noise and feedback • Communication flows – horizontal and vertical communication • Barriers to communication – individual and organizational barriers • Gateways to effective communication – individual and organizational skills
- 3. Why do wecommunicate?
- 4. Significance of Communication •It enables to establish and disseminate information exchange • Helps to understand individual needs, and take action accordingly WIIFM WIIFM
- 5. Communication Process • Sender: Person who initiates the message • Encoding : Process of translating intended meaning into words or gestures • Message: Outcome of the encoding process • Receiver: Person with whom the message is exchanged • Decoding : Process of translating the symbols into the interpreted messages • Noise : Disturbance in the communication process • Feedback : Receivers response to an interpreted message
- 6. Barriers to Communication •Language • Semantic Barrier • Perception • Fake Attention • Message Overload
- 7. Six Messages InOne Communication • What You Want To Say • What You Really Say • What The Other Person Hears • What The Other Person Thinks Is Heard • What The Other Person Says About What You Said • What You Think The Other Person Said About What You Said
- 8. Challenges Intent = Impact •Filter: Clarity of expression of speaker & listener’s ability to hear • Intentions are not know but assumed/guessed through actions • Good Intentions not = Good Impact due to lack of communication skills
- 9. Gateways to EffectiveCommunication • Develop good listening skills • Encourage two-way communication • Clarity in language & Meaning • Feedback • Regulate Information Flow
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- 11. MOMENTS OF TRUTH •What is the Moments of Truth • Why is this important? GOOD OR BAD GOOD GOOD GOOD GOOD GOOD GOOD BAD BAD BAD BAD BAD BAD
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- 14. Objective By the endof the program you would be able to • Discuss your writing challenges • Learn how to write clear, concise and correct emails • Organize information to meet readers’ needs • Improve sentence and paragraph construction • Make it clear what email readers should do, by when • Understand rules of email etiquette Top 10
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- 16. The three c’s •Clear • Concise • Correct eg
- 17. Writing clearly • Simplewords • Familiar words • No Jargons
- 18. Writing Concisely • Keepit short and simple • Use active voice when possible • Include only relevant statements • Eliminate empty words • Avoid unnecessary repetition, long sentences FURY
- 19. Writing concisely ELIMINATE FLABBYEXPRESSIONS Instead of this We are of the opinion that Please feel free to In addition to the above At this point in time Despite the fact that Try this We think Please Also Now Although
- 20. Writing concisely Instead ofthis This communication is to inform you that all employees meet today. I am writing this email to say thanks to everyone who voted. Try this All employees meet today. Thanks to everyone who voted. LIMIT LONG LEAD-IN
- 21. advance warning close proximity exactlyidentical filled to capacity final outcome necessary requisite new beginning past history refer back serious danger What words could be omitted in these expressions? WRITING CONCISELY REMOVE REDUNDANT WORDS
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- 23. Writing correctly • Usethe right level of language • Include only accurate facts, words, and figures • Maintain acceptable writing mechanics Source and Style
- 24. Style & Source Style– Style guide or specifications • Refer dictionary • Proofread • Don’t rely on automated spell and grammar check • Know your style Source of the information- Evaluate factual correctness • Correct source data or information • Reference of source data • Necessary permission • Future reference links
- 25. Writing correctly Group activity- Choose your source and style • Email about Internet usage in the office • Preparing presentation for motivating team • An email to a colleague for preparing for the next monthly meeting summary
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- 27. Know your Reader •Profiling an audience/ a reader • Responding to a profile
- 28. Activity • Things toremember while writing an email You Head of Dept. Reporting Manager Peers Your Team Seniors Other Dept.
- 29. Profiling reader • Whois my reader? • What is my professional relationship with that person? • What position does that person hold in the organization? • How much does the person know about the subject? • What do I know about person’s beliefs, culture and attitudes? • Should I expect neutral, positive or negative response to my message? • Who else might see or hear this message? • How are they related to this message?
- 30. Adapt to readerprofile • Tone - How reader feels after reading • Language – Words used • Audience benefits • Cultivating a polite “you” attitudes • Positive expressions
- 31. Reader benefits • Senderfocus – To enable us to complete your records, we ask that the enclosed form to be filled and returned. • Reader focus – To process your customer requests and queries, please return enclosed form. • Sender focus- Our warranty becomes effective only when we receive registration form. • Reader focus – Your warranty becomes effective as soon as we receive registration form
- 32. Polite “you” view •WIIFM • Instead of I/We/Us/Our - Use You and Your
- 33. Instead of this Ihave approved your request for communication skills workshop I am asking all employees to complete nomination process so that I can decide further course of action. Try this You may attend this workshop to improve your communication skills. Nominations received by your team will enable us to further customize workshop as per your requirements.
- 34. Group activity Group activity- Team performance review email 1. Senior management team 2. Team members - Peers
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- 36. Know your intent •Inform • Persuade • Explain
- 37. Writing correctly Group activity- Inform: Please submit this data by end of this week Explain: In order to complete this form, use following steps Persuade: In order to resolve your query, we request you to submit this form by filling details 1. Write and email to inform about forthcoming event / planned activity 2. Write an email to explain do’s and don'ts about forthcoming event / planned activity 3. Write an email to persuade employees to complete satisfaction survey summary
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- 39. Grammar • Sentence Structure •Paragraphs
- 40. Sentence Structure • Simpleshort sentences • Meaningful • Vary length to make it more interesting
- 41. Paragraph structure Leastimportant to most important General to specific Chronological Question and answer Pros and cons
- 42. Paragraph • Beginning witha new point – Supporting - Conclusion • Paragraph and line spacing should be legitimate and visually appealing • Always insert a blank line between paragraphs • Change paragraphs when you change ideas. • One-sentence paragraphs are not acceptable
- 43. Group activity • Writean email to your reporting manager about activities done the previous day.
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- 45. E-mail Writing Format •Personalized greeting • Background • Resolution / Recommendation • Closing
- 46. CC Carbon Copyfunction • Don't use the CC (Carbon Copy) function to copy your message to everyone • Unnecessary messages are annoying • If only a few people really need to receive your message, only direct it to them • By choosing Reply to All or a similar button when responding to a message, you may end up broadcasting your response to your entire company Etiquette No 2
- 47. BCC Blind CarbonCopy Function • Addresses in bcc field are not visible to other members in to and cc field • Addressing a large group of people who don't necessarily know each other Reply All Etiquette 3
- 48. Use Smart SubjectLines ●Think before you type ●Clearly summarize your message in the subject line ●Describes the message content ●Specifies if, there are any actions required & due dates ●Mentions clearly who the message is for Etiquette 7
- 49. Greetings • Friendly butbusiness-like tone • Last name • Dear Mr. Agarwal, Dear Ms Sharma • Dear Seema • Dear Amit and Sudhir • Dear All • With or without comma
- 50. Think before youforward Etiquette 4
- 51. Write For Action Inthe first 1-3 lines of your email, specify what this email is about. ●Does it include action required? ●Does it require a reply back by a certain date? ●What information is contained that the reader will find necessary for their job?
- 52. Don’t shout • ITMAKES IT LOOK LIKE YOU'RE SHOUTING! • IT'S ALSO MORE DIFFICULT TO READ Reading time
- 53. Font • Be veryspecific with the use of bold, italic or underline font style • Use standard font throughout the message content • Avoid colored fonts in a professional email • Keep the size of the font visible and constant • Smiley's are typically used in personal e-mail and are not considered appropriate for business
- 54. Compress, Compress, Compress! •Large • Attachment – Zip • Unwanted Etiquette 11
- 55. punctuation Apostrophes ' Comma , Semicolon; Colon : Period or Full Stop . Question Mark ? Exclamation Mark ! Dash — Parenthesis ( ) Quotation Mark " "
- 56. Ending Mails • Regards, •Best Wishes, • As a courtesy to your recipient, include your name at the bottom of the message. • Signature - Internal & External
- 57. More than twoemails about same subject • Pick up phone instead of email
- 58. Improving content and sentencestructure May involve adding, cutting, and recasting. Correcting grammar, spelling, punctuation, format, and mechanics Proofreading Revising
- 59. Before Sending Mails •Objective/Intent • Correct Format • Spellchecked • Punctuation • Good sentences with correct grammar • Positive Tone • Consistency • Contact Details – Name & Number • Attachment ,if any Etiquette 10
- 60. Know Yourself Like anythingyou do, your email messages paint a Self-portrait. If you send messages with misspellings, grammatical errors, and foul language, you’re telling everyone who reads the message that you don’t really care about your work.
- 61. Summary By the endof the program you would be able to • Discuss your writing challenges • Learn how to write clear, concise and correct emails • Organize information to meet readers’ needs • Improve sentence and paragraph construction • Make it clear what email readers should do, by when • Understand rules of email etiquette