Communications – did you know? If you tell 100 people something without

repetition: After 24 hours, 25 percent have forgotten it

After 48 hours, 50 percent have forgotten it

After 72 hours, 75 percent have forgotten it

After one week, 96 percent have forgotten it

Communications – Did you know? People remember:

10 percent of what they read

20 percent of what they hear

30 percent of what they see

50 percent of what they see and hear

80 percent of what they say

90 percent of what they say and do

Importance of precise and concise communication

The following humorously depicts how important it is to be precise and concise whilst communicating in the corporate world... From: Managing Director to: Vice President Tomorrow morning there will be a total eclipse of the sun at nine o'clock. This is something which we cannot see everyday. So let all employees line up outside, in their best clothes to watch it. To mark the occasion of this rare occurrence, I will personally explain the phenomenon to them. If it is raining we will not be able to see it very well and in that case the employees should assemble in the Canteen." ."

From : Vice President To : General Manager

By order of the Managing Director, there will be a total eclipse of the sun at nine o'clock tomorrow morning. If it is raining we will not be able to see it in our best clothes, on the site. In this case the disappearance of the sun will be followed through in the canteen. This is something we cannot see happening everyday."

which we cannot see happen everyday

FROM : General managers To : Industry Managers

By order of the Managing Director, we shall follow the disappearance of the sun in our best clothes, in the canteen at nine o' clock tomorrow morning. The Managing Director will tell us whether it is going to rain. This is something we cannot see happen everyday

From : Industry Managers To : Location heads

If it is raining in the canteen tomorrow morning, which is something that we cannot see happen everyday, the Managing Director in his best clothes, will disappear at nine o'clock."

From : Location heads To : Marketing Executives

Tomorrow morning at nine o'clock, the Managing Director will disappear. It's a pity that we can't see this happen everyday.

So friends, the next time you are communicating, be careful.

Your Communication can Make it or Break it.

Types of Communication

Verbal Communication

Nonverbal Communication

Written Communication

IMPORTANCE OF NON-VERBAL COMMUNICATION

♦Communication researcher Mehrabian found that only 7% of a message’s effect are carried by words ; listeners receive the other 93% through non -verbal means.

♦Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions.

♦Over 65 percent of the social meaning of the messages we send to others are communicated non-verbally. From our handshakes to our hairstyles, nonverbal details reveal who we are and impact how we relate to other people.

Types of Non verbal communication Gestures

Postures Eye contact

Body language Facial expression

Written Communication Letters Memos Email Reports/White Papers Other written documents

Written communication

Emphasise the positive

Mix sentence length up

Use short words instead of longer alternatives

Get rid of redundant expressions

Clarity in Writing…

Rs 1000000000

Rs. 10,00,00,000/-

Rs. 10 Crore

Emphasise the positive Please send your payment so that we can renew your

membership.

Not the negative If you don't send your payment, we won't be able to

renew your membership.

Get rid of redundant expressionsUse: “because” instead of “in view of the fact that,” “now” instead of “at this point in time,” “many” Instead of “a large number of”

If there are any points on which you require explanation or further particulars we shall be glad to furnish such additional details as may be required by telephone.

Keep it short

Don’t write…..

Instead say…..

…….If you have any questions, please ring.

1. Prepare well2. Get the basics right - the what, who, when,

how3. Be clear of your objectives4. Know your audience 5. Be realistic

Top tips for written communication

6 Don’t use complicated words, keep it simple

7 Be sure regarding what you want to Highlight

8. Team up with other groups

9. Don’t lose sight of your purpose

10. Whatever you do don’t assume information

Top Tips

1. Plan what you want to say in your letter

While Writing…

4.Use simple language – avoid ambiguous words

3.Check spelling & punctuation, then send the letter

2.Reread the letter when you have finished

Communication Skills

Keep in mind while writing a letter Visualize the reader when you are writing Don’t write unbroken paragraphs Use numbered paragraphs to make cross-

referencing easier Punctuation plays the role of body language

in writing

Phone Etiquette

DO return calls in a timely manner DO say you will call back if you need to

calm down, get an answer, then think over it DO keep your voice mail message current

and professional DO smile when you answer the phone

Use headings and subheadings. Use ruled sheets instead of plain ones. Don’t print without thoroughly checking your

sources.

Phone etiquette

DO answer using your name, title and ask how you can help DO always leave your phone number, and speak politely DO leave a short, detailed message DO take the name and number of a caller you are transferring in case you are Disconnected.

Don’t Argue or shout at customers even if customers are

abusing or saying unethical things. Do greet customers as you receive the call Be very enthusiastic and energetic in solving problems of

customers

Phone etiquette Address customers always with their last name as it shows

respect towards them. Apologize if customer has faced hindrances due to the

company Do talk softly and politely and avoid arrogance and rude

Behaviour Don’t get into personal issues of customers as this would not

be tolerated by customers Assist customers in all the possible ways For long messages, follow a script Monitor your time

Email Etiquette Subject line should be short and specific Avoid jargon and abbreviations - lollz, :) Use short paragraphs Read for content and grammar before sending Be consistent with format Read the mail twice and analyze to make sure that there are

no mistakes before you hit “send” While sending a mail to everyone make sure the content of

mail is for everyone to view and not offensive

Dress Code What you wear says something about who you are as an employee It’s OK to be relaxed but not OK to be unprofessional Accessories make the man, or woman but easy does it Remember the details Consider your activity

Important Points for effective communication

Say to yourself, “I will get Response” Come up with a topic for discussion everyday Start improving upon pronunciation Develop habit of reading – start with the

English newspaper / Comics Understand first, then communicate Don’t be afraid of asking questions