Training Presentation on Business Communication

8/7/2019 Training Presentation on Business Communication

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Your test scores were rated on a scale called Council of Europe level of knowledge of English for a non-English native. And the highest grade wasB1. What does it mean?

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Listening/Speaking Reading Writing

Can take part in a routinemeeting or seminar onfamiliar topics, exchangingfactual informationthrough question andanswer or through

receiving instructions.

Can understand thegeneral meaning of reportsdealing with, for example,conditions and advice.

Can write a non-routineletter where this isrestricted to matters of fact.

Can express his/her ownopinion, and presentarguments to a limitedextent.

Can understandinstructions, proceduresetc, within own job area.

Can draft straightforwardinstructions, regulationsetc.



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As per common corporate standards, a good Business executive shouldbe at level of C1 of the Council of Europe standards. What does it

mean?

Listening/Speaking Reading Writing

Can ask questions outsideown immediate area of work

Can understand mostarticles likely to beencountered during thecourse of her/his workincluding complex ideasexpressed in complex

language

Can handle a wide range of routine and non-routinesituations in whichprofessional services arerequested from others.

Can argue his/her case

effectively, justifying, if necessary, a need for aservice and specifyingneeds precisely

Can write any type of letter

necessary in the course of her/his work.



We communicate and build interpersonalrelationships through:

Speech Writing

Listening

Non-verbal language

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Depending upon the situation, one method of communication may be better than another. In person: one-to-one

In person: meetings, small groups

In person: presentations, large groups

Phone

SMS

Note

Email

Chat

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How would you communicate… a structural or procedural change in your unit

the introduction of a new employee

a change in someone’s job duties

a reprimand

notice of a meeting

A complaint to your manager

Take a few moments to write down some of your thoughts…

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To determine the best medium for yourmessage determine: What you as the sender need to achieve

What the receiver needs to know. What thereceiver wants to know

How detailed, important, and or personal the

i nformation in the message is Which behavior you want to influence and how

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State the main point of your message Highlight other important points

Assure the receiver’s understanding React to how the receiver responds Emphasize/summarize your main ideas

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State the main point of your message

“I’d like to talk to you about the Yellow Belt Training at Skillplus”.Highlight other important points

“We need to discuss the new schedule, location, and presenters”.

Assure the receiver’s understanding“Do you need me to further clarify how we are making invitations”?

React to how the receiver responds

“I understand your concern about parking”.Emphasize/summarize your main ideas

“To wrap-up, I’ll develop the schedule and make the room reservations, if you canline up the participants”.

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Close end questions limit the answer to yes or no Open end questions allow the responder total freedom in

answering Direct questions ask for specific information; limit answers

to brief fact statements Probing questions follow up other questions to solicit

additional information Hypothetical questions present a theoretical situation to

which receiver responds

See examples of each on the next slide…

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Close end question“Did you attend the Business Communication training yesterday”?

Open end question“What was discussed at the training”?

Direct question“Which topics were listed on the training agenda”?

Probing question“Can you tell me more about the first agenda topic”?.

Hypothetical question“What would you have done, if you had the chance to conduct the

training”?

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Focus the discussion on the specificinformation you need

Open-end question to expand the discussion Close-end question to get specifics Use active listening skills to understand what

you are hearing

Summarize and close the discussion

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Focus the discussion on the specific information you need

“I need to ask you about the NICE meeting you attended yesterday”.Open-end question to expand the discussion

“What kinds of decisions were made regarding Upgrading the NICE version”?Close-end question to get specifics

“Did the committee decide to Upgrade to Version 3”?Use active listening skills to understand what you are hearing

“What I think I heard you say was that the decision was made”?Summarize and close the discussion

“So to wrap up, the system will upgrade and we will be using V3. Thanks for

keeping me up to date”.

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State the constructive purpose of yourfeedback

Tell specifically what you have observed Address and describe your reactions Tender specific suggestions for improvement Express your support and respect for the

person

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State the constructive purpose of your feedback

“I’d like to give you some feedback about your training style so that your evaluations will be

more positive and you will enjoy it more”.

Tell specifically what you have observed

“I notice that you rely heavily on your notes”.

Address and describe your reactions

“I feel as though you are unsure of yourself when you read”.

Tender specific suggestions for improvement

“I can help you develop a PowerPoint presentation so that you can use the screens as a cue

instead of being tied to your notes”.

Express your support for the person

“You know a lot about the subject. With practice you can become a good trainer”.

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• POSTURE

• GESTURES

• FACIAL EXPRESSIONS

• EYE MOVEMENT

• CLOTHES / GROOMING

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& TONE

& WORD EMPHASIS

& PACE & PAUSING

& VOLUME

& PRONUNCIATION

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• Grammar

• Wording

• Word patterns (positive vs negative)

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Face-to-face Telephone

Visual 55%

Vocal 38% 80%

Verbal 7% 20%



Be aware of Non-Verbal Communication

Up to 90% of your communications can be non-

verbal.

Mostly body language prevails over words,

especially

when there is conflict.

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Clarification –

Ask questions and clarification on anything you don’t

understand and remember questions must be

• direct,

• relevant,

• timely

• necessary.

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Be as natural as possible. Take time to think of what you are going to say. If you have any doubts, ask for clarification.

Don't start speaking until you have clearlyunderstood and analyzed the subject. Stay focused on the topic. Listen, Listen, Listen. Only one person should talk at any time Be assertive not dominating. Be patient. Always be polite

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Deviating from subject Treating the discussion as a forum to air your own views. Losing objectivity and making personal attacks.

Inability to gel with the group Your contribution to the discussion must be relevant. Using knowledge to show off Not listening and understanding the topic before you air

your opinions. Not Talking

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Face Figure Focus Territory Time

Each of these is described in the followingslides…

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Face includes: Your expressions

Your smile or lack thereof

Tilt of the head; e.g., if your head is tilted to oneside, it usually indicates you are interested in whatsomeone is saying

What message are you sending if someone ispresenting a new idea and you are frowning?

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Figure includes:

Your posture

Your demeanor and gestures Your clothes and accessories such as jewelry

What message are you sending if you are dressed casually at an important meeting?

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Focus is your eye contact with others The perception of eye contact differs by

culture. For most Americans…

Staring makes other people uncomfortable Lack of eye contact can make you appear weak or

not trustworthy

Glasses may interfere or enhance eye contact

What message are you sending if you are looking at other things and people in a room when someone isspeaking to you?

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Territory focuses on how you use space. It isalso called proxemics.

The perception of territory differs by culture.Most Americans are comfortable with anindividual space that is about an arm’s lengthin diameter

What message are you sending if you keep movingcloser to a person who is backing away from you?

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Tone is a factor of your voice

Pitch is the highness or lowness of voice

Volume is how loud your voice is Emphasis is your inflection

What message are you sending if during adisagreement you start speaking very loudly?

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Time focuses on how you use time. It is alsocalled chronemics.

Pace is how quickly you speak

Response is how quickly you move

Punctuality is your timeliness

What message are you sending if you are consistently

late for meetings?

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An effective business communication should ….· Be Clear.

· Be Complete.

· Be Correct.

· Build goodwill.

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http://rohan.sdsu.edu/course/mflatley/290web/soon.html



Pre-writing.

Writing.

Post Writing.

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• Reading Comprehension.• Finding the Solution (Technical).

• Planning the content.

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A few factors that affect it: Reading speed – word by word reading.

Vocabulary. Perception.

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The PAIBO questions technique:

To analyze the purpose, audience andsituation before composing the message.

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What is the purpose of writing?

• What must this message do to solve the

problem or clarify an issue?• What must it do to meet your own needs?• What do you want your reader to do, to think

or feel?• List all the purposes, major or minor.• Specify exactly what you want your reader to

know, think or do.

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Who are your audience (reader)?

How much does your audience know aboutyour topic? How will they respond to the message?

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What information must your message include?

• Make a list of the points that must beincluded.

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What reasons or benefits can you use tosupport your position?

• Give the logic behind your argument orinformation.

• Give possible benefits to readers if they do

as you ask.

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What are the objections you can obviate –anticipate & prevent ?

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Structure Language

Vocabulary – Choice of WordsToneGrammarPunctuation

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• Introduction – Tell them what you aregoing to tell them.

• Body – Tell them.

• Conclusion – Tell them what you told them.

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Introduction• Addressing the reader.• Acknowledging the mail / issue.

Body• Provide solutions.• Each key thought in a paragraph.• Use Bullets to list things.

Conclusion• Summarize the action point.• Sign off courteously.

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Transitional words and phrases help the reader understand the direction and thoughts.

It helps in transition of one thought to the other. Here is a list of "transitional" wordsand phrases that can connect ideas:

Addition:also, besides, furthermore, in addition, moreover, again

Consequence:accordingly, as a result, consequently, hence, otherwise,

so then, therefore, thus, thereupon Summarizing:

after all, all in all, all things considered, briefly, by and large, in any case, in anyevent, in brief, in conclusion, on the whole, in short, in summary, in the final analysis,in the long run, on balance, to sum up, to summarize, finally

Generalizing:as a rule, as usual, for the most part, generally, generally speaking, ordinarily, usually

Restatement:in essence, in other words, namely, that is, that is to say,in short, in brief, to put it differently

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Contrast and Comparison:contrast, conversely, instead, likewise, on one hand, on the other hand, on

the contrary, rather, similarly, yet, but, however, still, nevertheless, incontrast

Sequence:

at first, first of all, to begin with, in the first place, at the same time, fornow, for the time being, the next step, in time, in turn, later on,afterward, in conclusion, meanwhile, next, then, soon, the meantime,later, while, earlier, simultaneously

Diversion:by the way, incidentally

Illustration:for example, for instance, for one thing

Similarity:likewise, similar, moreover

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Denotation: is a word’s literal or dictionarymeaning.

Connotation: means the emotional coloringsor associations that accompany a word.For example – Hope, Afraid.

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Words used need to be: Accurate – should mean what you want to

say. Appropriate – should convey the attitude you

want to convey. Familiar – should be easy to understand.

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affect/effect

among/between

much/many

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The Fog Index is a proven method of analyzing written material to see how easy it

is to read and understand.

The "ideal" Fog Index level is 7 or 8. A levelabove 12 indicates the writing sample is too

hard for most people to read.

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The Fog Index is a proven method of analyzing written material to see how easy it is to read andunderstand. The steps you can use to calculate the Fog Index are outlined below. The numbers in

the right column are based on this paragraph.

When using these steps to analyze your writing, choose a sample that contains at least one hundredwords. The "ideal" Fog Index level is 7 or 8. A level above 12 indicates the writing sample is too

hard for most people to read.

1. Count the number of words in the sample...............................882. Count the number of sentences .........................................…....6

3. Count the number of big words (3 or more syllables)...........… ...64. Divide the number of words by the number of sentences

......…..88/6 = 155. Divide the number of big words by the number of words

...…...6/88=7 (%)6. Add the result of step 4 to the result of step 5.......

...........…..7 + 15 = 227. Multiply by .4.........................................…..............22 x .4 = 8.8

Fog Index...................................................8.8

(Syllable – the smallest unit of Pronunciation – for example the word fi nal has got two syllables)

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• Turn in the report by Monday.(Lowest order of politeness)

•Please turn in your report by Monday.(More polite)

• Reports should be turned in by Monday.(Indirect but polite)

• Would you be able to turn in your report byMonday

(Question, but very polite)

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Negative: We have failed in doing the monitoring.Better: We haven’t finished doing the monitoring.Even Better: We will be finishing the monitorings by Thursday.

Negative: If you can’t understand my explanation, please callme.

Better: If you have further questions, please call me.

Negative: Don’t forget to back up your disks.Better: Always back up your disks.Still Better: Please ensure your disks are backed up.

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Avoid negative words and words withnegative connotations.

Focus on what the reader can do than on thelimitations.

If possible, justify negative information bygiving reason or linking it to a reader benefit.

If the negative is truly unimportant, omit it. Put the negative information in the middle

and present it compactly.

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Early, Briefly & Sincerely …

Apologize only once, early in the message. Letthe reader move on to other more positiveinformation.

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Even if major trouble or inconvenience has resulted fromyour error, don’t go on & on about it. Instead focus on whatyou have done to correct the situation.

If you don’t know whether or not any inconvenience hasresulted, don’t raise the issue at all.

Negative: I’m sorry that I didn’t answer the query sooner. I hopethat my delay hasn’t inconvenienced you.

Better: I’m sorry I didn’t answer your query sooner.

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Active & Passive Voice Noun & Verb Agreement

Parallel Structure The Past, Present & Future Tense Prepositions

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Active Voice In sentences written in active voice, the

subject performs the action expressed inthe verb; the subject acts.

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Can you check the router?Have you configured the printer settings correctly?



Passive Voice In sentences written in passive voice, the

subject is acted upon. The agent performingthe action may appear in a "by the . . ." phrase

or may be omitted

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Can the router be checked by you?

Have the printer settings been configured correctly?



Incorrect – The Accountants who conducted theAudit was recommended highly.

Correct – The Accountants who conducted theAudit

Were recommended highly.

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Items in a series or list must have the samegrammatical structure:For example -

In the second half of your Internship, you will:1. Learn how to resolve customer complaints.2. Supervision of desk staff.

(Supervise desk staff)3. Interns will help plan store displays.

(Plan store displays)

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I grew up in a neighborhood that surrounds asmall park. We lived on a street that is linedwith trees and has small, two-storey houses.Many people park their cars on the street, butin the winter there is so much snow that it isdifficult to find a space. My parents owned an

old station wagon. Its heater had not workedfor years.

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Bad at (not in) I’m bad at …. Conform to, but Comply with Divided into (not in) Example of (not for) Proof of (not for) Reason for (not of)

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Evaluating means reading your work andmeasuring it against your goals and therequirements of the situation and audience.

Will your audience understand it? Is itcomplete, convincing, friendly?

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Getting feedback means asking someone elseto evaluate your work. Again you could getfeedback on every activity – Structure,Information, Tone, Grammar..

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• These activities do not have to come in thisorder.

• You don’t have to finish one activity to startanother.

• You may do each of these activities severaltimes – not just once.

• You don’t use all these activities for everydocument you write.

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• Use a meaningful subject.• Personalize it.• Do not attach unnecessary files.• Check if your recipients can download your

attachments.• Make sure that every link and every URL

works, and that they work in differentemail clients.

• Be Careful with Punctuation Around URLs.

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Do not write in CAPITALS. Do not overuse the high priority option. Don't leave out the message thread. Do not overuse Reply to All.Use cc: field sparingly. Take care with abbreviations.

ASAP, BTW,EOM, TMOTAs Soon As Possible, By The Way, End Of Message,Trust Me On This.

Use the spell check option, but be careful.definitely definantly defiantlysurprised surpised surpasseda lot alot allot

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Training Presentation on Business Communication