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Communication at Work
Objectives
• Significance of communication
• 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
Why do we communicate?
Significance of Communication
• It enables to establish and disseminate information exchange
• Helps to understand individual needs, and take action
accordingly
WIIFM WIIFM
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
Barriers to Communication
• Language
• Semantic Barrier
• Perception
• Fake Attention
• Message Overload
Six Messages In One 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
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
Gateways to Effective Communication
• Develop good listening skills
• Encourage two-way communication
• Clarity in language & Meaning
• Feedback
• Regulate Information Flow
Moments of Truth
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
BUSINESS EMAIL WRITING
Business Email Writing
Audience-centered
Purposeful
Economical
Objective
By the end of 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
Module 1
The
Three C’s
1
Email
Writing
Challenges
The three c’s
• Clear
• Concise
• Correct
eg
Writing clearly
• Simple words
• Familiar words
• No Jargons
Writing Concisely
• Keep it short and simple
• Use active voice when possible
• Include only relevant statements
• Eliminate empty words
• Avoid unnecessary repetition, long sentences
FURY
Writing concisely
ELIMINATE FLABBY EXPRESSIONS
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
Writing concisely
Instead of this
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
advance warning
close proximity
exactly identical
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
Group activity
Writing correctly
• Use the right level of language
• Include only accurate facts, words, and figures
• Maintain acceptable writing mechanics
Source and Style
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
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
Module 2
Know
Your
Reader
2
The
Three C’s
Know your Reader
• Profiling an audience/ a reader
• Responding to a profile
Activity
• Things to remember while writing an email
You
Head of
Dept.
Reporting
Manager
Peers
Your
Team
Seniors
Other
Dept.
Profiling reader
• Who is 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?
Adapt to reader profile
• Tone - How reader feels after reading
• Language – Words used
• Audience benefits
• Cultivating a polite “you” attitudes
• Positive expressions
Reader benefits
• Sender focus – 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
Polite “you” view
• WIIFM
• Instead of I/We/Us/Our - Use You and Your
Instead of this
I have 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.
Group activity
Group activity - Team performance review email
1. Senior management team
2. Team members - Peers
Module 3
Know Your
Intent
3
Know
Your
Reader
Know your intent
• Inform
• Persuade
• Explain
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
Module 4
Grammar &
Writing
Techniques
4
Know
Your
Intent
Grammar
• Sentence Structure
• Paragraphs
Sentence Structure
• Simple short sentences
• Meaningful
• Vary length to make it more interesting
Paragraph structure
 Least important to most
important
 General to specific
 Chronological
 Question and answer
 Pros and cons
Paragraph
• Beginning with a 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
Group activity
• Write an email to your reporting manager about activities
done the previous day.
Module 4
Email
Etiquettes
4
Grammar
&
Writing
Techniques
E-mail Writing Format
• Personalized greeting
• Background
• Resolution / Recommendation
• Closing
CC Carbon Copy function
• 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
BCC Blind Carbon Copy 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
Use Smart Subject Lines
●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
Greetings
• Friendly but business-like tone
• Last name
• Dear Mr. Agarwal, Dear Ms Sharma
• Dear Seema
• Dear Amit and Sudhir
• Dear All
• With or without comma
Think before you forward
Etiquette 4
Write For Action
In the 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?
Don’t shout
• IT MAKES IT LOOK LIKE YOU'RE SHOUTING!
• IT'S ALSO MORE DIFFICULT TO READ
Reading time
Font
• Be very specific 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
Compress, Compress, Compress!
• Large
• Attachment – Zip
• Unwanted
Etiquette 11
punctuation
Apostrophes '
Comma ,
Semicolon ;
Colon :
Period or Full Stop .
Question Mark ?
Exclamation Mark !
Dash —
Parenthesis ( )
Quotation Mark " "
Ending Mails
• Regards,
• Best Wishes,
• As a courtesy to your recipient, include your name at the bottom of
the message.
• Signature - Internal & External
More than two emails about same subject
• Pick up phone instead of email
Improving content and
sentence structure
May involve adding,
cutting, and recasting.
Correcting grammar,
spelling, punctuation,
format, and mechanics
Proofreading
Revising
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
Know Yourself
Like anything you 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.
Summary
By the end of 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

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IT team communication skill version 1.0.1

  • 2. Objectives • Significance of communication • 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 we communicate?
  • 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 In One 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 Effective Communication • Develop good listening skills • Encourage two-way communication • Clarity in language & Meaning • Feedback • Regulate Information Flow
  • 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
  • 14. Objective By the end of 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
  • 16. The three c’s • Clear • Concise • Correct eg
  • 17. Writing clearly • Simple words • Familiar words • No Jargons
  • 18. Writing Concisely • Keep it 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 FLABBY EXPRESSIONS 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 of this 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 exactly identical 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
  • 23. Writing correctly • Use the 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
  • 27. Know your Reader • Profiling an audience/ a reader • Responding to a profile
  • 28. Activity • Things to remember while writing an email You Head of Dept. Reporting Manager Peers Your Team Seniors Other Dept.
  • 29. Profiling reader • Who is 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 reader profile • Tone - How reader feels after reading • Language – Words used • Audience benefits • Cultivating a polite “you” attitudes • Positive expressions
  • 31. Reader benefits • Sender focus – 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 I have 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
  • 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
  • 40. Sentence Structure • Simple short sentences • Meaningful • Vary length to make it more interesting
  • 41. Paragraph structure  Least important to most important  General to specific  Chronological  Question and answer  Pros and cons
  • 42. Paragraph • Beginning with a 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 • Write an email to your reporting manager about activities done the previous day.
  • 45. E-mail Writing Format • Personalized greeting • Background • Resolution / Recommendation • Closing
  • 46. CC Carbon Copy function • 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 Carbon Copy 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 Subject Lines ●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 but business-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 you forward Etiquette 4
  • 51. Write For Action In the 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 • IT MAKES IT LOOK LIKE YOU'RE SHOUTING! • IT'S ALSO MORE DIFFICULT TO READ Reading time
  • 53. Font • Be very specific 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 two emails about same subject • Pick up phone instead of email
  • 58. Improving content and sentence structure 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 anything you 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 end of 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