ST.ALOYSIUS COLLEGE (AUTONOMOUS) ST ALOYSIUS INSTITUTE OF MANAGEMENT AND INFORMATION TECHNOLOGY (AIMIT)BEERI, MANGALORE 575022

P 302.1: EXECUTIVE COMMUNICATION

MODULE 6: BUSINESS REPORTS AND PROPOSALS Basics of Report Writing Characteristics of Shorter Reports and Proposals Basic and subsidiary parts of a Report Organization and content of a Long Formal Report Strategies in the Job Search Process Preparing a Professional Resume and Cover Letter Business EtiquettesOTHER TOPICS Facing interviews: selection, placement, appraisal Facing interviews: Disciplinary committees, Exit interviews

4th December 2014

INTRODUCTION Writing an effective business report is a necessary skill for communicating ideas in the business environment. Reports usually address a specific issue or problem, and are often commissioned when a decision needs to be made. They present the authors findings in relation to the issue or problem and then recommend a course of action for the organization to take. The key to a good report is in-depth analysis. Good writers will show their reader how they have interpreted their findings. The reader will understand the basis on which the conclusions are drawn as well as the rationale for the recommendations.

Report writing uses some of the writing skills you have already acquired. You will structure your paragraphs and reference your ideas just as you have been doing in your essays and other assignments within your Commerce degree. Report writing sometimes differs in structure and style. Remember, though, that reports will vary according to their purpose and the needs of their reader/s.

CHARACTERISTICS OF SHORTER REPORTS:Little need to introductory information:Most of the shorter, more informal reports require little introductory material. These reports typically concern day-to-day problems. Their lives are short; that is they are not likely to be kept on file for future readers. They are intended for only a few readers, and these readers know the problem.Predominance of the Direct Order:Because the shorter reports usually solve routine problems, they are likely to be written in the direct order. By direct order we mean that the report begins with its most important information-usually the conclusion and perhaps a recommendation. Business writers use this order because they know that their readers main concern is to get the information needed to make a decision.More personal writing style:Although the writing for all reports is much the same, the writing in shorter reports tends to be more personal. That is, the shorter reports likely to use the personal pronouns I, we and you rather than only the third person.Less need for a Structured Coherence plan:Long and formal reports usually require a structured coherence plan. Short reports do not. This s not to say that coherence is not essential to short reports. The point is that a structured plan is not needed. By structured coherence plan we mean an arrangement of summarizing, forward looking, and backward looking parts that tie together the report presentation.

FORMS OF SHORT REPORTSThe Short Report:One of the more popular of the less formal report forms is the short report. The short report consists of a title page and the report text. Its popularity may be explained by the middle ground impression of formality that it conveys. Including the most important prefatory part gives the report at least some appearance of formality. And it does this without the tedious work of preparing the other prefatory pages.Letter Reports:The second of the more common shorter report forms is the letter reports, that is, a report in letter form. Letter reports are used primarily to present information to persons outside the organisation, especially when the information to be sent by mail or fax.For example, a companys written evaluation of its experience with a particular product may be presented in letter form and sent to the person who requests it. An outside consultant may write a report of analyses and recommendations in letter form. Or the officer of an organisation may report certain information to the membership in a letter.As a general rule, Letter reports are written personally using I, you and we references. Exceptions exist, of course, such as letter reports for very important readers.Email Reports:Email is the most widely used form of written communication in business. Although heavily used for communicating with outside parties, email dominates internal written communication. That is, email is written by and to people in an organisation.Because email is primarily communication between people who known each other, it is usually informal. In fact, many are hurried, casual messages. Some email, how-ever, is formal, especially reports directed to readers high in the administration of the organisation. Email reports tend to be formal, factual, and program related.

TYPES OF SHORT REPORTSRoutine Operational Reports:The majority of the reports written within companies are Routine reports that keep supervisors, managers, and team members informed about the companies operations. These can be daily, weekly. monthly. or quarterly reports on the work of each department on even each employee. They can relate production data, information on visits to customers, issues that have arisen, or any kind of information that others in the organisation need on a routine basis.

Progress Reports:Progress reports follow no set form. They can be quite formal as when a contractor building a large manufacturing plant to the company for whom the plant is being built. Or they can be very informal, as in the case of a worker reporting by email to his or her supervisor on the progress of a task being performed.Problem-Solving Reports:Many short reports are problem solving reports. These reports help decision makers figure out what to do any time a problem arises within an organisation-which is often for. For example, a piece of equipment may have broken down, causing mayhem on the production line.Audit Reports:A specialized type of report is the audit report. This type is written to hold an organisation accountable to certain standards that they are required to meet. While audit reports can be assessments of an organisation finances, operations, or compliance with the terms of contract, and while they can be written by a internal or external auditors.Meeting Minutes:Many short reports in business, especially internal ones, do not recommend or even analyse. Instead, they describe. Trip reports, incident reports, and the like are meant to provide a written record of something that happened. Whatever their type and specific purpose, they all share the need to be well organised, easy to read and facture. Perhaps the most common of these reports is minutes for meetings.

PROPOSALSProposals differ from reports in one essential way: proposals are intentionally persuasive. Proposal writers are not just providing information in an orderly useful way. They are writing to get a particular result, and they have a vested interest in that result.TYPES OF PROPOSALS:Internal or External:Proposals either can be internal or external. That is, they may be written for others within your organisation or for readers outside your organisation. The reasons for internal proposals differ, but you will almost surely find yourself having to write them. Internal proposals help you get what you need for you or your department to do your work.External proposals acquire business for the company or external finding for a project. External proposals are also written for a variety of reasons, but the most common purpose is to acquire business for a company or money from a grant-awarding organisation.Solicited or Unsolicited:Another way to categorize proposals is solicited versus unsolicited. A solicited proposal is written in response to an explicit invitation tendered by a company, foundation, or government agency that has a certain needs to meet or goals to fulfil. N unsolicited proposal, as you can probably guess, is one that you submit without an official invitation to do so.A corporation or government body is seeking a business to fulfil a project or complete a task and thereby, allows companies to bid for the project. An open bid is placed on the market with other companies competing for an interview spot. The winning candidate is offered the project.

At some point, your small business may want to do business with a larger company or forge a joint venture. A well-written business proposal can win the hearts and minds of your target audience.

PROPOSAL FORMAT AND CONTENTThe physical arrangement and formality of proposals vary widely. The simplest proposals resemble formal email reports. Their formats vary from short emails to long, elaborate proposals. Select the format appropriate for your one case, Do what is appropriate, The primary objective of your content is to make a persuasive argument, First, review the readers needs and your own ability to meet them, Then develop your central argument.

The contents included in the proposal are, Writers purpose and readers need Background Need Description of plan Benefits of the proposal Particulars Evidence of ability to deliver Concluding commentsWith a general understanding of what reports do and how to write them are ready to consider the many varieties of reports. The report that enables much of any organisations work. The long reports have prefatory pages(title fly, title page, letter of transmittal, table of contents, executive summary). As reports become shorter and less formal, the composition of prefatory parts section changes. Proposals resemble reports but differ in their fundamental purpose.LONG AND FORMAL REPORTS1. More accurate to say that research and reports are business.1. Research is primary activity, presenting findings to customers is most efficient way of doing through reports.1. Three areas that to investigate the activity of sales people is through how sales people use their time, how they find the prospects, and how they make sales presentations.1. Next task to determine what findings mean by analyses, conclusion, and recommendations of the report, through this the avidence of the work did for the company will be determined.1. Using of formal arrangement that is tradition for reports of this importance.1. Using of prefatory pages, use headings to guide the readers through text, using of graphics liberally to help to tell the report story.1. Last use of appended parts conclusion.

Organization and content of longer reports:1. In determining the structure of longer reports, we must view our work has much has architects view their parts to design from those parts a report that meets your readers need.1. First part in case are prefatory pages (longest, most formal reports contain all of these). As the length of the report and the formality of the situation decrease, certain changes occur.1. Second is report proper that is meet of all reports. It is report story.1. Last are the appended parts that gives proper conclusion of the report.

THE REPORT PROPER (Refer the pdf files for the content of the report) Longer reports are written in the indirect order. But there are exceptions. Some longer reports are in the direct order-with summaries, conclusions, or recommendations at the beginning. Even though the orders of longer reports may vary, the ingredients of all these reports are similar.IntroductionThe purpose of the introduction of a report is simply to prepare the readers to receive the report. Whatever will help achieve this goal is appropriate content. Giving your readers what they need makes a good first impression as well as displays your concern. In determining what content is appropriate, consider all the likely readers of your report. As we noted earlier, the readers of many shorter reports are likely readers of your report. Many of the reports are prepared for a large number of readers. The reports often have long lives and are kept on file to be read in future years. Clearly, they require some introductory explanation to prepare the readers. Determining what should be included is a matter of judgment. You should ask yourself what you would need or want to know about the problem if you were in your readers shoes. As the reports author, you know more about the report than anyone else. So you will work hard not to assume that readers have the same knowledge of the problem that you do. In selecting the appropriate information, you would do well to use th following checklist of likely introduction contents. Remember, though, that it is only a checklist.Origin of the report The first part of your introduction might well include a review of the facts of authorization. Some writers, however, leave this part out. If you decide to include it, you should present such facts as when, how, and by whom the report was authorized; who wrote the report; and when the report was submitted. Information of this kind is particularly useful in reports that have no transmittal message.Problem and purpose A vital part of almost every report is a statement of its problem. The problem is whatever the report seeks to do. It the satisfaction of the need that prompted the investigation. Problem statement is not the only item you include. You will need to elaborate on what you are going to do. Closely related to what you are doing is why you are doing it. The purpose (often called by other names such as objectives, aim, and goal) tells the reason of the report. For example, you might be determining standards for the corporate annual report in order to streamline the production process. You will need to weave the why and what of the report together for a smooth flow of thoughts.Scope If the scope of the problem is not clearly covered in any of the other introductory parts, You may need to include it in a separate part. By scope we mean the boundaries of the problem. In this part of the introduction-in plain, clear language you should describe what is included in the problem. You also should identify the de- limitations what you have not included.LimitationSince the report is based exclusively on gender analysis its scope has been confined to the stated objectives. The consultant could not cover a broader field area due to the monsoon period and also due to the time limit. Nevertheless, sufficient efforts have been put forward by her to present an analysis of the relationship of the project to men and women in its different dimensions. The shortcomings may be commented or suggested by the readers of the report.Background reportsprovide background on a topic. They solves real workplace problems and respond to real workplace needs. 1. Background reports focus on a specific topic meeting specific audience needs. 1. The two essential infrastructures of the background reports are dfinition and classification.

Source and methodDataobserved or collected directly from first-handexperience.Publisheddata and the data collected in the past or otherpartiers is calledsecondary data.

Secondarydata, is data collected by someone other than the user. Common sources of secondary data forsocial scienceincludecensuses, organizational records and data collected through qualitative methodologies orqualitative research.Primary data, by contrast, are collected by the investigator conducting the research.Definition:A document that presents information in an organized format for a specificaudienceand purpose.1. Eg: Types of reports includememos, minutes, lab reports,book reports, progress reports, justification reports, compliance reports, annual reports, and policies and procedures.Preview a reportWhen you want to see how your report will appear when printed, use Print Preview. If you preview a report that was created in Office Access 2007, the record navigation buttons appear in the default location, at the bottom of the Access window. If you preview a report that was created in an earlier version of Access, the report appears in a separate window along with that window provides the record navigation buttons.THE REPORT BODY In this report body, the information collected is presented and related to the problem. Normally, this part of the report comprises most of its content. In a sense, the report body is the report. With the exception of the conclusion or recommendation part, the other parts of the report are attached parts major section of the long, formal report will require virtually all your organising, writing, and formatting skills

THE ENDING OF THE REPORTThe report can be ended in any of a number of ways: with summery, a conclusion, a recommendation, or a combination of the three. Choice depends on the purpose report. Ending summary When the purpose of the report is to present information,the ending is logically a summary of the major findings. There is no attempt to interpret at this point. Any interpretation of the information in the report occurs on the readers part at this point,but not the writers.Such reports usually have minor summaries at the end of the major sections. There is chance of confusion between ending summary and executive summery. The executive summery is a prefatory part of the report; the ending summery is a part of the report text. Also, the executive summery is more complete than the ending summery. The executive summery reviews the entire report, usually from the beginning to the end. The ending summery reviews only highlight of the report ConclusionSome reports must do more than just present information. They must analyse the information in light of the problem; and from this analysis, they must reach a conclusion. Such reports typically end with this conclusion. The makeup of the conclusion section varies from case to case. In problems for which a single answer is sought, the conclusion section normally reviews the preceding information and analyses and from this review, arrives at the answer. In problems with more than one goal; the report plan may treat each goal, in a separate section and summarise the conclusion in each section RecommendationWhen the goal of the report is not only to draw conclusions but also to present a course of action, a recommendation is in order. You may organise it as a separate section following the conclusion section. Or you may include it in the conclusion section. In some problems, the conclusion is the recommendation or at least a logical interpretation of it. Whether you include a recommendation should be determined by whether the readers want or expect oneAPPENDED PART There is a need to include an appendix, a bibliography, or both at the end of the report. Whether you include these part should be determined by need AppendixThe appendix, as its name implies, is attacked-on part. You use it for supplementary information that supports the body of the report but has no legal place within the body. Possible appendix contests are questionnaire, working paper, summery tables, additional reference, and other reports As a rule, the appendix should not include the charts, graph, and tables that directly support report. These should be placed in the body of the report, where they support the findings. The report should be designed for the convenience of the readers. Obviously, it is not convenient for readers to look to the appendix for illustration of the facts they read in the report body, they would have thumb back and forth in the report, thus losing their concentration. Such a practise would not help readers

BibliographyWhen your investigation makes heavy use of published sources, you normally include a bibliography (a list of publication used). Usually it provides the full referenced information for source cited in parentheses in the text, for eg: smith, Michel holey.bio blogs: resumes for the 21st centuary.newyork: harpercolins,2006

STRUCTURAL COHERENCE HELPERSThe writing in the longer reports is much like the writing in shorter ones. The longer reports have one writing need that is not present in the shorter ones-the need for structural coherence helpers.Longer reports need structural coherence helpers. These are a network of explanations, introductions, summaries, and conclusions. The coherence plan begins with the preview, which describes the route ahead.Introductions to and summaries of the report sections keep readers informed of where they are in the report. The final major section of the report brings together the preceding information and applies it to the goal. Use coherence helpers naturally-when they are needed. They make the reader to understand report and guide them. It gives explanations, introductions, summaries and conclusions of the report. But because of the formal reports length, your reader will probably need additional help relating the parts of the report to each other or keeping track of where he or she is in the report. A structural coherence plan provides extra helps e coherence plan begins with the report preview in the introduction. The preview covers three things: the topics to be discussed, their order, and the logic of that order. With this information in mind, the readers know how the parts of the report will relate to one another.In addition to the preview in the introduction, the plan uses introductory and summary sections at convenient places throughout the report. Typically, these sections are at the beginning and end of major divisions, but we should use them wherever they are needed. Such sections tell the readers where they have been, where they are going, and perhaps why they are going there.Completing the coherence plan is the final major section of the report. Wisely used coherence helpers can form a network of connections throughout the report. You should keep in mind, however, that these helpers should be used only when they are needed. We should use them when our readers need help in seeing relationships and in knowing where they are and where they are going. If we use them well, they will appear as natural parts of the report story.

The Structural Coherence Plan of a Long, Formal ReportThe first part of the structural coherence plan is the introduction preview. Here readers are told how the report will unfold. Specifically, they are told what will be covered, in what order it will be covered, and the reasons for this order.Because the report is long and involved, introductions are needed at the beginnings of the major sections to remind readers where they are in the plan outlined in the preview.

STRATEGIES FOR JOB SEARCH PROCESSJob searching cannot be done effectively unless you have the right skills and strategies. While resumes, cover letters and effective communication are extremely important in the job search process, researching effective job search strategies can be equally important. Preparing an awesome resume will not help you land a job if you do not know how to find employers who are interested in your skills and qualifications.There are three major factors to developing job search skills and strategies: Determine which job search strategies are effective for you. Should your focus your energy online, at an employment agency or by networking? Learn how to market yourself. You need to be able to sell yourself both verbally and in written form. Learn skills needed to interview successfully. The interview process can make or break your chances for getting the position. Review effective ways to handle difficult issues such as salary issues or undesirable job offers.Being prepared is the most important part of searching for a job. Learning the right skills and developing effective strategies will make your job search easier and more successful.Finding a Career Path If you are just beginning college or making a drastic career change, you should define a career path to help you achieve your career goals. Assess Your Interests Think about what you enjoy and what you are good at doing. Take career aptitude tests to determine if you have the kind of personality and values necessary to meet your career goal. Research Jobs and Company Look into occupations in your career area of choice. Decide if the job outlook, salary and working conditions will meet your needs. Narrow your focus onto one or two specific jobs in your chosen career field.

Set a Career Goal Research the kind of training, skills and education necessary to achieve your goal. Write down the clear steps on how you will pursue your career goal. Select a School or Training Program Find a university, college, trade school or training program that will help you prepare for your career goal and occupation of choice. Attend Classes Complete your course work or degree. While in school, take part-time jobs or internships in the career that interests you. Begin Your Job Hunt Shortly before you graduate, prepare your resume and get career advice. Talk to a counselor at your career guidance centre for help with resume writing tips, job searching and interview tips and techniques.

BUSINESS ETIQUETTESEtiquette is an aspect of decorum; it is a code that governs the expectation of social behaviour as per the contemporary conventional norm within a society social class or group. Etiquette may be loosely associated with manners and social behaviour while the scope of manners is more physical in nature and therefore narrow; etiquette comparatively has a wider scope. Etiquette is also greatly influences by the culture of the place like culture etiquette also emerges in due course and is dynamic.Etiquette prescribes guidelines for behaviour, whether it is physical, interpersonal or social. It basically deals with behaving the way others around you expect to behave. There is no universal code of Etiquette. For Example, what is good Etiquette in Asian country may not be west? We shall come across and ample of examples of differing Etiquette in this report as we discuss further about the various forms of Etiquette. Etiquette may reflect an underlying ethical code or it may emerge as a fashion statement. For instance, in 18th century Britain, several mannerism like the way in which a tea cup was held came to be associated with the upper class.Etiquette is most sought after soft skill among present generation of executives. We all tend to positively correlate performance with show off proper Etiquette. Hence, even interviewers are likely to prefer potential candidates who exhibit appropriate Etiquette over others. Organisations are giving due significance to this fact and are conducting or encouraging employees to attain training sessions on Etiquette and social grace. In this report, our focus is on Etiquette in business communication.SIGNIFIANCE OF BUSINESS ETIQUETTEBusiness Etiquette is the most important topic in todays Multinational Corporation and service organisations. Organisations are spending fortunes to train their employees in office etiquette. Social graces, customer relationships, inter personal relationships among co-worker are important parameter for good performers.RULES/NORMS OF ETIQUETTEEach and every organisation has its own rules or norms of Etiquette, stated or unstated. Larger organisations tend to have stricter, expressly written rules on business Etiquette which are often echoed throughout an industry or economy. For instance 49% of employers surveyed in 2005 by the American national association of colleges and employers found that non-traditional attire would be a strong influence on their opinion of potential job candidate. ETIQUETTE AND BEHAVIOURAs the word becomes smaller with increasing global perspective, cultural assimilation and suitable interpersonal behaviour are very important. Behavioural aspects are becoming important criteria for selection of right candidates. Companies are no longer taking appropriate behaviour for granted. They are particularly looking for candidates with refined mannerisms and training existing employees in Etiquette. An employee conduct and manners can either make or break a business with a word that is becoming more competitive, proper business Etiquette and interpersonal skills paly and increasing important role in the success of failure of once business career and the company they present.ETIQUETTE TRAININGCompanies today are very concerned about their public image represented through their employees .They are the companies ambassadors. Earlier good conduct and pleasant and courteous behaviours were generally associated with sales representatives, public relation departments, and front office staff of service organisations. However companies are now realising the significance if Etiquette and insight on a decent decorum for all employee to observe. They are also spending on training them for better behaviour.

NON- VERBAL ETIQUETTEBody Language:Body language is a major non-verbal form of communication and is one of the most important part etiquette because the first impression about a person is formed through the body language. Experts in impression management are of the view that visual impression generated by body language of a communicator contributes as much as 60 per cent to the total impression assessment about that communicator. Being conscious and acquiring the right expressions, postures and gestures is very important. Important elements in body language are eye contact, facial expressions, posture and gestures, physical proximity, smile as you receive appearance.Eye contactIn interpersonal communication, eye contact plays a major role. The first organ that we notice when we meet anybody is his/her eyes. As we communicate, eyes are always in contact. Maintaining eye contact is very important for the speaker and the listener. If the speaker fails to make contact, the audience would feel neglected. If the audience fail to establish eye contact, they are either confused or not interested. Either way, it results in the speaker not delivering to the satisfaction of the receivers.Facial expressionsAfter the eyes, it is the face that influences a persons impression. Train your face to show present and positive feelings and avoid curt and serve expressions. Your expressions should indicate your personality, as they face is the index of mind. When involved in interpersonal communication, your expressions should encourage the other person to be forthcoming.Posture and GesturesOur postures and gestures play a large role in making or breaking our impression on others. Annoying gestures and postures put a person off. Therefore, use gestures freely to express yourself. At the same time do not overuse them to invade the personal space of the other person. For example, when you are bargaining for more pay, if your boss crosses his hands and legs in front of you, it shows that he has a closed attitude and is not very convinced with your argument. A little variation is standing with crossed hands ands and tapping the index finger which indicates anger or impatience. Rejecting an invitation to sit and standing over the other person in face to face communication shows that he or she wants to impose upon or dominate the other person. Similarly, gestures like knuckling fingers while someone is talking sends across wrong signals. It shows you are bored. Keeping hands in pockets shows a persons inexpressiveness and uncertainty about himself.Physical proximityEvery person has his/her personal space, which can be broadly divided in to personal (2 feet), social (3 feet), and public (6 feet). Violating personal space of others is not a proper etiquette. Only immediate relatives and close friends are allowed into personal space. In business scenario, maintaining a social distance is considered appropriateSmile as you receiveExecutives are pressed for time and are almost always in pressure of reaching targets. However, you cannot exhibit restiveness when you receive a guest or a visitor.AppearanceAs already discussed, visual effect in total impression of a person is about 60 per cent. Appearance of a person immediately impresses the other. Hence, be careful in choosing the right attire for work. Your attire should be comfortable, formal and respectable. Loud colours and too trendy or revealing clothes are best avoided.HANDSHAKE ETIQUETTEEtiquette is all pervasive in business organization. The ways we sit, stand, enter, walk, eat, greet, etc. are all part of etiquette. There is no behavioural aspect that is not covered by etiquette in an organization. The way we greet each other and shake hands is another area of etiquette where new employees often mistakes due to lack of training.

HANDSHAKES IN DIFFERENT COUNTRIESHandshakes are firm, brief, confident and maintain eye contact during the greeting in the US. The American handshake is generally firm, two pumps, and a quick smile with direct eye contact.In India handshake is an acceptable gesture, particularly in urban centres and business hubs. One may combine the handshake with the Namaste (which literally means I bow to you); so do a Namaste and then shake hands if the non-verbal cue indicates so. However, even in urban India, it is not normal to shake hands with women, unless the non-verbal cue indicates otherwise.Equal HandshakeOne keeps his palm in the palm of another person with his gripping the other persons hand. When the other reciprocates the same, it is equal handshake. This is usually seen between heads of two states or companies to show that they are equals.Limp HandshakeWhen one person grips the arm of the other and there is no equal force from other side, it is a limp handshake. This usually occurs between a superior and a subordinate, or between a male or female.Aggressive HandshakeWhen a person clasps the others hand shaking vigorously, it is regarded as an aggressive handshake, through which the person might want to establish his superiority.Palm up, Palm Down handshakeA person offering his hands with palms down exhibits his dominance and one who offers palm up handshake, shows his submissiveness or subordination.

SOME RULES OF HANDSHAKEWhile shaking hands, following points may be borne in mind Let the elderly or superior take lead in offering the hand; Do not indulge in aggressive handshake with women; Know the culture before shaking hands. In some cultures, the mode of greeting may be other than handshake like folding hands in India, particularly in case of women; and Ensure that your palm is not sweaty or stained

VERBAL ETIQUETTESPEAKING:The words we select and tone we use should confirm to etiquetteWords You Should Know and UseChoose right words for right communication. Do not use offending words at any cost, not even in informal settings in an organization. Select words with caution while conversing with women. Your language should be in conformity with the culture of the place and situation.Words Toy Should AvoidOffending, difficult, jargon and rude comments should be avoided in interpersonal communication.ToneYour tone, pitch, pace and other voice qualities should be pleasant enough for others to listen. Using loud and ringing tone is not proper etiquette. Such voice puts off others.Listening is as important:Listening to the others is the most important skill often neglected by many people including executives. Generally, we are more obsessed with speaking than listening. But listening facilities not only verbal understanding but also helps understand others psychologically.Clear Speaking-Clear ListeningFor clear speaking we should listen clearly. Effective listening clarifies many things and gives a direction to our talk. If, one the other hand, both the conversationalists are bent upon talking rather than listening, there is no clarify from both sides.As We Listen, Our Mental Filters WorkWe interpret through our mental filters. While we listen, our mental filters are at work. Each of us has a mental filters that filters or processes whatever we listen. For example, when we are listening to our close friends, even if he/she passes a comment on us, we take it in a lighter vein. However, if the same comment comes from somebody, with whom we are not very close or do not like much, we could take it in a negative way. So most of the time, we interpret messages, even before we listen properly. A good listener is objective while listening.Personal relationship and Mental MakeupOur personal relations play a major role in our listening to others and understanding them. It is common observation that we do not concentrate much on what is being spoken by someone with whom we do not have very good relations. Even if we listen, we tend to interpret the same in not so positive way or with the proverbial pinch of salt, which is not good etiquette. Personal or strained relations should not come in the way of our listening and interpreting issues.Moods and EmotionsDo not let your moods and other emotions hamper your listening. If you are not able to concentrate on the other persons speech due to your own foul mood, try to postpone the meeting rather continuing without concentration. You are not listening to the the other person amounts disrespect, which puts you in a bad light and spoils further relationships

BUSINESS CARDSWhile introducing a visitor or a guest, certain etiquette should be followed.A major concern or confusion for many who introduced people to others is whether to introduce the guest to the host 1st or vice versa. Ideally it is the guest who should be introduced to the host and then the host should be introduced. In case of meeting also, the same logic of introducing the guest before the host is followed, after which other persons present are introduced.When entering a room it is customary to shake hands with everyone present, and shake hand again while leaving if there are too many people to shake hand with and the setting is informal, introducing yourself once to the group will suffice, the Dutch considered it rude not to introduce oneself.When you are introducing someone it is good to know all the relevant details of person before hands so that the person is saved the embarrassment or being asked for same at the time of introduction. Also, take care to pronounce the name, designation and other details accurately.When you are being introduced to others, maintain pleasant facial expressions extend your hand for a handshake. If any detail is wrongly presented, you have two options one is to keep quite or to rectify the introducer politely. If the mistake is minor you may ignore it but if a major mistake is co, opted by the introducer them do not hesitate to rectify him as all further communication to take place, based on the information provided to them at the time of introduction.

BUSINESS CARD USAGEExchange of business card or visiting cards is very common in business. Let us the appropriate method of exchanging business card or visiting cards.

SHARING OUR BUSINESS CARDS First and foremost thing that you have to remember regarding business cards is to carry sufficient number of them while travelling on business. We come across many embarrassing situation when we are asked for cards and are forced to say that we have run out of themSecond, keep your business card updated. We also come across many business person making correction of phone numbers and email IDs while sharing cards to avoid these situation get new cards done whenever changes in address phone numbers, designation or other details. When we have to pass on the card, you should be able to do so without keeping the other person waiting. KEEP ENOUGH AND CORRECT CARDSThe next important point to remember is not to keep solid cards many of us are in the habit of writing down phone numbers, address and other things at the back of business cards. Sharing such cards with other is very bad etiquette .WE have many ways of saving on paper these days like electronic planners, palmtops ,and even mobile phones. Use these devices for saving important information to control business card. HANDING OVER A CARDWhile giving your card, let the details of the card face the person to whom it is being handed over so that the person can see the details without effort. Always hand over the card to a person and do not put it or fling it on the table in front of the person. Hand over the card with your right hand only. When you feel that the other person should remember your details or they may be of use in future, hand over the card without waiting for the other person to ask for one. Sharing of cards is business courtesy.RECEIVING A CARDWhile receiving cards also, certain courtesies have to be observed. First of all receive the card with your right hand only. After accepting the card, scan the details at least for a while before placing it down. Dont consign it to the draw or office tray as soon as you receive it as it puts down the other person. Glance at the details and place it down with the details shoeing upwards. If the other person is not giving his/her card, ask for one. It shows your interest in continuing your association.WHEN CARD SHARING IS NOT NECESSARYWhen the other person has given his/her card, usually you should also give your card, unless, he/she is very junior or that it is exclusively the other persons business. Sales persons invariably pass on their cards when they go for sales promotion with a hope to receive a call from you. In return, you need not share your card, unless otherwise they ask for it. When the meeting takes place with mutual interest, you have to share your cards.Finally, be conscious of the prevailing culture while exchanging cards. Because, though whatever we have discussed is general etiquette, the same may change from culture to culture.

VISITSVisits are a common occurrence in business. Either someone visits your office or you end up visiting someone at their office. Etiquette has to be maintained in both cases.ETIQUETTE IN VISITSWhen someone visits your officeManagers have many visitors in their offices every day. A rather strange phenomenon among business managers these days is to avoid visitors as much as possible.Unwanted/less important visitors Managers often get away from their office at the scheduled time or convey their unavailability over phone to avoid less important or unwanted visitors.Every visitors is importantTreat every visitor as important as they carry the image of the organization with them. if you dont have enough time to receive the visitors entrust the job of receiving them to someone else in your office.Seating Decide on the seating of the visitors. If they are internal visitors who have come for a short discussion then you can seat them in front of your table.VenueIf you do not have such facility in your cabin search for another place which has better ambience. Make sure that you have all necessary infrastructures like projectors internet stationery etcneeded for the meetingFeedback and follow upOnce the visitors leave make sure that you share feedback of the meeting with your other colleagues. Discuss how the meeting went off and what more could have been done.

WHEN YOU VISIT OTHERS OFFICES The following are appropriate etiquette while visiting clients and other people in their offices.Prior appointment Fix up and appointment and ensure the availability of host before starting for the office of others. When you have prior appointment adhere to the time and arrive for the meeting on time.Business cards and beveragesPass on your business card to the host if you are meeting them for the first time. Usually you would be asked for your choice of refreshments. Choose something light that is easily available with the host at that time.Ex: if you are offered coffee which you dont consume say so and decline. do not go about narrating why you do not consumer and how bad it is for health etcMeeting direction If there is more than one person at the meeting other than your host wait till all persons present are introduced. Try to remember their position and names. Try to address them with correct names during the meeting.Thanks and leave Before leaving do not forget to thank your host and others for their time and hospitality. Take leave with a promise to catch up meet in future. Feedback and follow up Once you conclude a business call outside your office make sure that you share the feedback of the meeting with your colleagues with whom you generally discuss important issues.

BUSINESS GIFTBUSINESS GIFTS CULTURE IN DIFFERENT COUNTRIESGift culture varies from country to country.Ex: Gift giving etiquette in USA In general Americans give gifts on Birthdays, anniversaries and major holidays such as Christmas. A gift can be as simple as a card. Gift giving is not an elaborate event except at Christmas. Gifts are normally opened when received. Ex: gift giving etiquette in chain. Offering gifts Be sure the value of the gift is not extravagant. Unless its a symbolic event dont photograph the event of giving a gift.Receiving gifts Here are some general rules for receiving gifts in the Chinese culture: Gifts should be received with both hands when presented to you. Call or send a thank you note. And if possible offer a gift back on a suitable occasion.

The following are useful tips pertaining to gifts etiquette.WHEN TO GIVE A GIFT:Gifts are distributed by many business organizations in India, usually during festivals like Diwali. Similarly, gifts are distributed during Christmas in the west and during Ramadan in the middle-East.WHOM TO GIVE THE THE GIFTS:Of late many software companies have started the custom of giving birthdays and wedding anniversary gifts to their employees.SELECTING GIFTS:Flowers and bouquets are the most common business gifts. Yet we may have to choose some other articles as gifts. Many of us are confused while selecting gifts.Organization culture and gifts If you want to share gifts with coworkers check with the organization policy said or unsaid. Make sure that you gift conforms to the culture of the organization.Dont Decline:While receiving do not decline the gifts offered. Unless you receive very abrasive gifts generally accept the gift offered.

E-MAIL ETIQUETTEEmails have become the most popular communication tool both within and outside the organisation. Since the uses of this tool are mostly the young generation, they are the least formal. However, office mail should adhere to certain etiquette. These are the guidelines to be followed for sending office emails: Avoid using too many abbreviations, acronyms:You may be sending mails to someone who is not well versed with these acronyms. Dont shout in capitals:Using all capitals is like loud shouting in oral communication. Using capitals is not etiquette as shouting is not. Consider using the phone or talking directly to the person:Do not use email for everything and anything and particularly routine and unimportant issues. Some communication is better handled in person are on phone where your voice and tone can help communicate. This way many misunderstandings can be avoided. Stay on topic:Do not jump abruptly from one topic to the other. Use different mails or use either numbering or bullets. Dont mix unrelated ideas or action items same email at the risk of the recipient tuning out before reaching the most important of your message. Referece:Use the case name, client/ matter number, or combination of both which will help you to find emails in future. Task assignment:When assigning a task in an email, be clear about which recipient is responsible for completing the task Avoid sending an incomplete message:Be careful many people are in hurry to send their message. They simply click the send button even while writing the message or before proofreading the message. Avoid being a slave to email:Do not be a compulsive mailer. Establish the necessity before mailing Set a schedule for reviewing emails:Periodical reviewing, deleting and keeping your inbox clean is very important. Cluttered mail box creates confusion.SOME RULES OF EMAILS Be concise Avoid long sentence Use proper grammar and spelling Try to answer all questions while replying. If it is not possible provide an indication that you will inform later Pre-empt follow-up question Dont over use the high priority flag Dont request delivery and read receipts Dont forward chain letter emails Respond quickly, not immediately Consider eliminating notification alarms and pop-ups

MEETING ETIQUETTEMeeting is a valuable business tool when used effectively. ETIQUETTE RULES FOR MEETINGSBe on time.Arrive to the location of the business meeting at least 15 minutes early. This allows you to find a seat and get situated before the meeting starts.Make introductions.If everyone doesn't know one another in the meeting room, you need to make introductions. You should do this by starting with the person of the highest rank firstBe PreparedEach participant should come to the meeting with all of the materials and data she will need and an understanding of the meeting topic.Nervous Habits:Avoid nervous habits such as tapping a pen on the table, making audible noises with your mouth, rustling papers or tapping your feet on the floor.Cell Phones and LaptopsTurn off your cell phone prior to the start of the meeting. If you are expecting an urgent call, then set your phone to vibrate and excuse yourself from the meeting if the call comes in. Unless laptop computers have been approved for the meeting, turn yours off and lower the screen so that you do not obstruct anyone's view.Virtual meetingsVirtual meetings help to cut down the travel costs and time Lags. However even virtual meetings also have got some challenges. It will depend upon the participants. If the participants are more than it is very difficult to manage. The interpersonal dynamic and synergy created in one to one meetings is lost in virtual meeting. In virtual meeting the participants should be 10 or less Providing the electronic copies of the content to the participants will also create technical issue, the team should aware of these kind of issues. And also should take the precautions for the same. Providing participants an agenda which make them to participate and also to focused and engaged. Introduction of participants which will help them to know each other. The meeting should have the goal and it should be defined. Rules for establishing comment helps to keep the standard of the meetings. The participants should have professionalism. Avoid interruptions Use the mute feature when others are speaking and also when one is not speaking. And also we should think twice before we speak and we should identify our role. The body language plays a big role when one speaks

DINING ETIQUETTELunch and dinner meetings are very common in meetings. The way of hosting and handling lunch or dinner can influence the outcome meeting. The basic process or step is to invite the guest and show his/her seat. If your guest is women, pull out the chair for her and then take your seat. If the guest is from abroad then we should select the restaurant which is suitable for the guest. We should know the number of guests, which will help us to make proper arrangement for them. Choose the place which is suitable to hold the meeting and provide head of the table seat for the guest and second person in significance to his right. Place the order for food only after the guest arrives, making sure the order is according to the preference of the guest. Let the guest start the dinner. Spend enough time with the guest before the discussion of the business. Avoid hard wines Do not talk with food in mouth, and let the waiter handle the serving. Do not bend down for fallen spoon for fork. Instead use another one. Keep paper napkins handy. Do not dominate the conversation, let others talk, especially the guest. The bill should be paid as discreetly as possible. Do not discuss the prices. Ask if anybody wants to order more, before asking for a bill.

Bibliography Rao, P. Subba; Kumar, B. Anitha and Bindu, C.Hima (2012), Business Communication, Cengage Learning India Pvt. Ltd., Delhi Lesikar, Raymond V; Flately, Marie E; Rentz, Kathryn and Pande, Neeraj (2009), Business Communication: Making Connections in a Digital World, 11/e, Tata McGraw Hill Education, New Delhi. Raman, Meenakshi and Sharma, Sangeeta (2011), Technical Communication, Principles and Practice, Oxford University Press, New Delhi.

Rayan DSouza | Executive Communication, AIMIT, December 201411