Communication Skills Cw Final Vijayarao

ENHANCING BUSINESS COMMUNICATION

For

TrainerRadhi Nair

1 Enhancing Business Communication ver 2.00

TOPIC 1: INTRODUCTION TO COMMUNICATION

What is communication?

o It is a social interaction through messages

Interaction here stands for the opportunity for feedback, without which there is no true communication. Only by checking back and asking for clarification and feeding back one’s own interpretations and understanding is truly communicating.

o It is about creating shared meaning and understanding

Aim of Communication The aim of communication is to achieve a common understanding.

To achieve a balance between listening and sharing.

Effective Communication happens when

The receiver correctly interprets the sender’s information.

The communication process plays a vital part in a manager’s ability to lead, organize and direct his/ her employees

In order to communicate effectively and accurately, follow the three steps mentioned here

o Identify the receivero Choose a channelo Respond to feedback.

Receivers could be: o One individualo Several individualso Superiorso Subordinateo Peers


The Process

The Process of communication

Stimulus – Sender

Mode/ Type of Message

Encoding Feedback

Receiver

Decoding

Sustained/ Resent


WHY DO WE FAIL AT COMMUNICATION?

Factors that affect Communication

1. The Sender and Receiver2. The Channel of Communication3. The Mental Filters4. The Feedback process5. The Environment.

Barriers to Communication

1. Emotional Barriers

Words mean different things to different peoplePersonalities of sender and receiverUnable or unwilling to say what we want to sayPoor listening habitsFinishing sentencesTalking, not listeningDefensivenessImpatienceWe don’t take feedback

2. Phenomenon

GrapevineStereotypingProjectionHalo effect

3. Non-Verbal Communication

Points to Remember

1. There is sometimes a difference between the message sent and the message received.

2. What seems obvious and easy to someone may not be the same to you.

3. The meaning of a sentence can also change dramatically with slight changes in emphasis.

4. We do not hear when we are angry, frightened, and uncomfortable or in pain- and even in the best of circumstances the non-speaker is often not listening.

5. The most common mistake in communication is the assumption that it has taken place.


Making the Connection

Your communication skills should be outstanding, after all you are not just communicating for yourself but on behalf of your department and organisation. Many people think that their communication skills are better than they actually are. A Gallop poll showed that 80% of people surveyed considered themselves to be in the top 20% of all communicators. It doesn’t take a mathematical wizard to figure out that people overestimate their communication acuity. Effective communication is simply getting an idea from one person to another.

EFFECTIVE COMMUNICATION

INEFFECTIVE COMMUNICATION


Mental Filters as barriers to communication

Mental Filters are the windows of our minds that screen all the messages we hear.

These screens of filters are based on our expectations and past experiences.

As with any window if not cleaned regularly, it becomes difficult to see through them. The images become clouded and misrepresented.

If we don’t keep our mental windows clean and in check with reality, we will begin to see things in a skewed manner.

Consider some of the following suggestions to clean your filters:1. Remind your self that a negative encounter with a person

is in the past.2. Give people a clean slate3. Give people the benefit of doubt.4. Recognise that people can change5. Listen to what the person says and (Not what you expect

to hear)6. Give feedback (Are you saying that….?)

For improved organisation communication, focus on the following:

o Eye Contacto Postureo Movemento Gestureso Expressionso Voiceo Appearanceo Vocabularyo Clarity of thoughto Paraphrasing o Open Mindedness


The 7 C’s of Communication

1. Completeness

2. Conciseness

3. Consideration

4. Concreteness

For improved communication, follow the 7Cs’s:

Answer all questions asked (stated and implied); omissions cause suspicion

Give something extra when desirable; may need to provide extra details in explanation

Check for the 5 w's: who, what, where, when & why; also, how.

Eliminate wordy expressions (example, "I am so very glad to see you." as opposed to "I am glad to see you.")

Include only relevant statements; stick to the purpose of the message; get rid of irrelevant words and rambling sentences; get to the point.

Avoid unnecessary repetition; use a shorter name after mentioning a long one once with some clarifier.

Handle matter from receiver's/audience's point of view Use the "you" attitude instead of the "I attitude"; answer

what's in it for your receiver/audience; exceptions for the "you" attitude is when receiver has made a mistake or when receiver has expressed a different opinion.

Show empathy and human touch Show reader benefit or interest Emphasize positive, pleasant facts Apply integrity and ethics

Enliven your message with some testimony Use specific facts and figures; examples: "According to

The Times of India, 50% of marriages will end in divorce." "2 out of 3 dentists recommend brushing with Colgate Toothpaste." (I just made these up so don't spread them as the truth!)

Choose image building words Comparisons Figurative language Concrete nouns = subjects that you can touch, see, smell,

feel, hear or taste


5. Clarity

6. Courtesy

7. Correctness

Choose short, familiar, conversational words Follow average sentence length of 17 - 20 words, but can

range from 3 to 30 words. Be careful of a sentence that goes on and on and on...

Keep paragraphs short but more than 2 sentences Adhere to guidelines that first and last paragraphs should

be 4 to 5 lines while other paragraphs in between should range around 8 to 9 lines.

Express the main idea in the topic sentence Arrange words correctly so that ideas clearly express the

intended meaning Avoid to many short, choppy sentences; can be

monotonous Include examples, illustrations, and other visual aids;

remember, a picture is worth a thousand words, especially when dealing with a lot of numbers

Be sincerely tactful, thoughtful, and appreciative Omit expressions that irritate, hurt or belittle Convey good news up front Send a courteous reply even when responding to a nasty

letter or complaint from a customer Admit error promptly and explain how it will be corrected

when someone in the organization makes a mistake

Use the right level of language; choose words and examples the audience can relate to and will understand.

Check accuracy of figures, facts and words Maintain acceptable writing mechanics (grammar) Omit spelling errors (use spell checker!) Proofread!!! Choose nondiscriminatory expressions such as "letter

carrier" instead of mailman or "congressional representative" instead of congressman, or "person" instead of man or woman.


Rules for better Conversation

1. You must make your message understood 2. You must receive/understand the intended message sent to you 3. You should exert some control over the flow of the communication

For conversation Concentrate on talking and listening.

1. Initiate a conversation the other person is interested in. Do not speak about : religion, family, caste, politics, any sexual undertone topics, etc.

2. While conversing with someone from another discipline or profession, do not speak in technical jargon, which they might not understand.

3. Remember the idea is not to prove how much you know , or how much better you are than the other person, The idea is to converse and communicate. Period.

4. Listen to what the other person is saying. You might make a fool of your self I f you ask something the answer to which has already been given. Therefore listen twice as much as you talk.

5. Periodically comment with, “really”, “I see,”” that’s true,”.

6. Maintain eye contact.

7. Face the speaker with your body.

8. Do not speak until the other person has completed what he has to say.

9. If in doubt paraphrase or summarize what has been said.

10. Do not pretend to understand or know details about issues which you aren’t aware of, just to impress. You might fall flat on your nose.

11. Ask questions politely.

12. Listen: By watching and listening to the speaker’s response you will know whether he is interested in the discussion or not.


TOPIC 2: CONVERSATION

13. If your partner ( in conversation) begins to talk, he will fell that he had a great conversation.

14. Don’t ask personal questions about family in the first meeting.

15. Be well –read. Read newspapers, magazines, good books and be abreast with the current world.

16. Have opinions on topics, make worthwhile contributions.

17. When someone else is voicing their opinion, don’t cut them short. Not only is this bad manners, but a sign of aggressive self defense.

18. At no point of a conversation, must one comment on people’s clothes, looks, way of walking, posture etc. Its bad manners and it can be a ground for sexual harassment.

19. When complimenting someone be genuine. When you are complimented, handle it gracefully. Do not say, “Oh. It’s no big deal.” Say “Thank you, Your support is appreciated.”


TOPIC 3: BODY LANGUAGE

Posture and Stance

We each have a repertoire of postures that we characteristically use, though these repertoires are quite limited.

o Walking with an erect posture will lead others to interact with you more and to respond with greater warmth and friendliness. Since this posture is commonly used by naturally dominant individuals, you may find your point of view accepted more readily.

o A relaxed attitude in an encounter is signaled by asymmetrical arm and leg positions, a sideways lean, loosely held hands and a backward body lean. This posture is most frequently used when someone regards others present as equal or lower in status. Less relaxed postures are used when the others present re disliked. When people like each other, they tend to lean toward each other.

Gestures and Body Movements

It is the use of gestures to convey meaning that most people think of when they talk about “body language,” and this category of body language permits the widest degree of expressiveness.

o Steepling- In this gesture, fingertips are placed together in a prayer-like position, but with palms apart. This gesture signifies a feeling of confidence.

o Gestural Echo- In a conversational group, when one person uses a gesture, others will “echo” that gesture by using it later. This can indicate a feeling of identity with the speaker.

o Gestural Synchrony- when someone speaks, his or her bodily movements keep pace in a kind of dance with the rhythms of speech.

o Amount of movement- Research shows that active people with many nonverbal movements are described as warm, more casual, agreeable, and energetic. People using few movements are described as more logical, cold, and analytical.

o Gestural Leakage- People trying to conceal some attitude or information may “leak” their discomfort. An inexpressive face may be given away by a foot twitch or tap, which belies the feelings the speaker is trying to conceal. Leakage usually occurs in the lower half of the body, probably because people take more trouble to control facial expressions.

Smiles- These are wide-ranging, but can be categorized as


Facial Expressions Often the face is the first part of a person we look at and thus expressions are frequently used in greetings. Both facial expressions and head movements are powerful in controlling the ty0e and amount of communication that takes place.

slight smiles, normal smiles, and broad smiles (including grins). Normally used as a greeting gesture and to indicate varying degrees of pleasure, amusement, and happiness, smiles can also show aggression, sarcasm, and other negative feelings.

Sadness- No single expression typifies sadness, but usual indicators are lack of expression, downward turn of the corners of the mouth, a downward look, and sagging of he features.

Disgust- Disgust is shown by narrowing of the eyes and a grimacing mouth. The nose will also be wrinkled up and the head turned aside.

Anger- Anger is characterized by a steady gaze, frowning or scowling, and gritting of the teeth. Some people go pale when angry; others go red. The whole body posture is tense.

Fear- No single expression typifies this emotion, but fear may be shown in wide-open eyes, an open mouth, or a general trembling affecting the face and the body. There may be paleness and perspiration.

Interest- Interest is indicated by the “head cock” (head held at an angle), wider open eyes than normal, and a slightly open mouth. When a person is seated, his or her chin may be propped up by the fingers if listening attentively.

Eye Contact Rules of Eye Contact Too much eye contact is unsettling for most people. It is


generally regarded as communicating superiority, lack of respect, a threat or a threatening attitude, or a wish to insult.

Too little eye contact is interpreted as a communicator’s not paying attention, being impolite, being insincere, showing dishonesty, or being shy. Withdrawing eye contact by lowering the eyes is usually taken as a signal of submission.

A person will look at another person a lot when they are placed far apart; when they are discussing impersonal or easy topics; when one person is interested in the other and other’s reactions; when one person likes or loves the other; when one person is trying to dominate or influence the other; when one person is an extrovert; when one person is dependent on the other and the other has been unresponsive.

People will communicate with each other most effectively if their interaction contains the amount of eye contact that they both find appropriate to the situation.

Steps to Improve Eye Contacts Become more observant. Pay more attention to where

others are looking and for how long. Pay attention to pupil dilation. Dilated pupils equate to greater interest and attraction.

Engage in more eye contact to promote greater liking and positive responses.

On most occasions, a direct, open gaze is preferable to any hint of avoidance of eye contact and tendency to look quickly from one thing to another.

Increase your sensitivity to the kinds and amounts of eye contact appropriate in different contexts.


Introduction to Listening

"Listening does not mean simply maintaining a polite silence while you are rehearsing in your mind the speech you are going to make the next time you can grab a conversational opening. Nor does listening mean waiting alertly for flaws in the other fellow's arguments so that later you can mow him down. S. L Hayakawa

The basic barriers to listening that you need to beware of are:

o The listener does not concentrateo The listener finishes the speaker’s sentenceso The listener is in a hurryo The listener interrupts the speakero The listener has low self-confidenceo The listener does not focus on the message.o The listener mentally disagreeso The listener has preconceptionso The listener is not listening to the message, but

evaluating the speakero The listener does not value the message.

The importance of listening:

Listening is important in spoken Communication:

1. Listening is the most powerful tool of communication. It is the first step towards comprehension

2. Three-quarters of communication involves listening3. Listening is not the same as hearing. It involves

interpretation and understanding.

The listening Process

Factors affecting listening:

The following are the four stages of the listening process:o Hearing

o Decoding

o Analyzing

o Responding

The following factors affect listening

o Inattention


o Prejudgment

o Frame of reference

o Closed-mindedness

o Pseudo-listening

o Lag time

Techniques for improving listening:

The following techniques help to develop active listening skills:

1. Control external and internal distractions2. Listen actively3. Identify key points4. Avoid interrupting5. Questions and paraphrasing6. Take notes7. Be broad minded8. Watch out for non-verbal cues9. Use lag time effectively.10.Empathize and look at the bigger picture

LISTENING ON CALL:

HEARING:


Hearing is a physical ability. It is what happens when sound waves vibrate your eardrum and that signal is transmitted via the auditory nerve to the brain.

LISTENING:

The listening continuumThere are three levels of listening as shown below:

Concentration

Level 3 Listening:

Level 3 Listening:

This is the lowest level of Listening. You are not paying attention to the speaker. Your attention is somewhere else. You have stopped listening.

Level 2 Listening:

At level 2, your attention is divided- sometimes on the speaker and sometimes on something else. You level of concentration is moderate.

Level 1 Listening:

At this level you are ‘tuned in’ to the speaker. Your complete attention is on the person who is speaking. Your concentration is intense to the speaker. Your complete attention is on the person who is speaking. Your concentration is intense. You are leaning forward to listen to the speaker.

Exercise: Listening Levels


Empathetic Listening

Attentive Listening

Selective Listening

Pretend Listening

Ignoring

Level 1 Listening

Level 2 Listening

Level 3 Listening

We have listed words that indicate listening behaviours below. Your task is to identify which level of listening they correspond to:

Behaviours Levels of ListeningAlertSlouchingAsking QuestionsFaking AttentionDoodlingTaking NotesStaring at one pointInterestedSaying “okay, this is interesting, tell me more.”

Barriers to Listening

There are many factors that influence the extent to which you listen to others at Level 1. These factors are the barriers that you must overcome to listen effectively:

Barriers Examples Ways to Overcome

Physiological

Environmental

AttitudinalSocio-cultural differences

Reasons for Listening


Tips on Giving Feedback

Focus feedback on:

1. Behaviour rather than the person. 2. What the person does (i.e. the behaviour) rather than what

you imagine them to be as a person. 3. Observations, rather than inferences. 4. What you can actually see or hear in the behaviour of

another person. 5. Sharing ideas and information, rather than giving advice. 6. Exploration of alternatives, rather than answers or solutions.7. The value it may have to the receiver. 8. As help to be given and heard as an offer, not as something

you force upon another person. 9. The amount of information that the receiver can use, rather

than on the amount you might like to give. 10.Description, rather than judgement. 11.Describing what has occurred, rather than judging12.What is said rather than why it is said. 13.Being sensitive as to the appropriate time and place to give

feedback. 14.Trying to minimize the threat, use the ‘feedback sandwich’

approach.

Receiving Feedback 1. Listen to the feedback without getting defensive.2. Do not blindly accept it as the ultimate truth. Let it in and

give yourself some time to think about it.3. Paraphrase the feedback to be sure you really understand

what the other person is saying.4. Remember all feedback is “good” because it gives you

valuable information about how others think and feel about your actions.

5. Thank the giver and respect their honesty and their point of view.

6. Value the comments. 7. Reflect on the feedback and make a decision as to whether

it is reasonable or not. 8. If reasonable, act immediately or at least set up a plan for

dealing with the problem or issue. 9. If unreasonable, work through the problem or issue with the

giver. 10.Learn from the experience. 11.Model the process for your students.


TOPIC 5: FEEDBACK

Express Clearly

AMBIGUITY AVOIDANCE

Your view of words should be pragmatic rather than philosophical. Thus, words mean not what the dictionary says they do but rather what the speaker intended.

Suppose your manager gives to you an instruction, which contains an ambiguity which neither of you notice and which results in you producing entirely the wrong product. Who is at fault?

The greatest source of difficulty is that words often have different meanings depending upon context and/or culture. Thus, a "dry" country lacks either water or alcohol; "suspenders" keep up either stockings or trousers (pants); a "funny" meeting is either humorous or disconcerting; a "couple" is either a few or exactly two. If you recognize that there is a potential misunderstanding, you must stop the conversation and ask for the valid interpretation.

A second problem is that some people simply make mistakes. Your job is not simply to spot ambiguities but also to counter inconsistencies. Thus if I now advocate that the wise manager should seek out (perhaps humorous) books on entomology (creepy crawlies) you would deduce that the word should have been etymology. More usual, however, is that in thinking over several alternatives you may suffer a momentary confusion and say one of them while meaning another. There are good scientific reasons (to do with the associative nature of the brain) why this happens; you have to be aware of the potential problem and counter for it.

Finally, of course, you may simply mishear. The omission of a simple word could be devastating. For instance, how long would you last as an explosives engineer if you failed to hear a simple negative in: "whatever happens next you must [not] cut the blue wi...?”

So, the problem is this: the word has multiple meanings, it might not be the one intended, and you may have misheard it in the first place - how do you know what the speaker meant?

Rule 1: PLAY BACK for confirmation

Simple, you ask for confirmation. You say "let me see if I have understood correctly, you are saying that ..." and you rephrase what the speaker said. If this "play back" version is acknowledged as being correct by the original speaker, then you have a greater degree of confidence in you own understanding. For any viewpoint/message/decision, there should be a clear, concise and verified statement of what was said; without this someone will get it wrong.

Rule 2: WRITE BACK for confidence

But do not stop there. If your time and effort depend upon it, you should write it down and send it to everyone involved as a double check. This has several advantages:


•Further clarification - is this what you thought we agreed? •Consistency check - the act of writing may highlight defects/omissions •A formal stage - a statement of the accepted position provides a spring board from which to proceed •Evidence - hindsight often blurs previous ignorance and people often fail to recall their previous errors

Rule 3: GIVE Background for contextWhen speaking yourself, you can often counter for possible problems by adding information, and so providing a broader context in which your words can be understood. Thus, there is less scope for alternative interpretations since fewer are consistent. When others are speaking, you should deliberately ask questions yourself to establish the context in which they are thinking. When others are speaking, you should deliberately ask questions yourself to establish the context in which they are thinking.


If we cannot refuse the requests of the others, we may live our lives according to other peoples priorities rather than our own. Sometimes we fail to draw lines, speak up or say no to people leading to suffering in silence, sloppiness, half heartedness, or forgetfulness, adding more stress to our already stressed life.

Understanding Human Rights

To able to be understand how to be assertive and when to be assertive you need to know the five basic human rights:

You have the right to do anything as long as it does not hurt someone else. You have the right to maintain your dignity by being properly assertive, even if it hurts

someone else, as long as your motive is not aggressive but assertive. You have the right to say NO to people. Remember you are declining the person but the

request. You must realize that you have the right to understand and get matters clarified to fullest. You have all the rights to attain your rights.

There are three main ways of reacting to a given situation:

Passive: Giving up your rights for any given situation, honest feelings, thoughts and beliefs, feeling helpless, anxious, resentful, disappointed, with yourself, trying to please others. You feel being manipulated and pushed around all the time.

Aggressive: You feel angry, frustrated, or self righteous, dominating, forcing others to lose, showing strength, tensed and achieve your ends at the cost of your and others happiness.

Assertive: Standing up for your rights and expressing your thoughts, feelings and beliefs in direct, honest, and helpful manner which do not violate the rights of the others.


TOPIC 6: Assertiveness

Using Assertive Language

Say, I feel……… when you have to say no. I would like to………….but I would prefer… We could……….. Why don’t we…… Lets … What do you think of? Is that OK? How do you feel about this?

Learning how to say No.

The secrets of saying no are:

Don’t use the word no or I can’t, say I am unable to… or I am unwilling to… If you want to decline a request, pause before saying anything and say ‘Can I get

back to you on this or Can I let you know a little later? Be brief. Don’t give a long speech about why you have to say no. You can always

say I have other priorities to attend. If you are asked why you cannot do something say ‘I prefer not to say.

I am afraid I can’t do that right now but I shall… Or but thank you for asking me.Remember by declining you are rejecting the request not the person

Becoming Assertive

Role Play: Take a role of a person whom you know who could be very assertive and pretend him. Imagine how he would react to given situation or what would he say during a particular conversation.

The Broken Record Technique: This technique is about saying NO several times without addressing the reasons for it. Best practiced with waiters, salespeople, wives and husbands.


Exercise: Assertiveness

Complete the box by indicating whether the RESPONSE is Aggressive, Assertive or Passive

SITUATION RESPONSE AGG , ASS. or PASS

1. It is 5.30pm and one of your staff is just putting on his coat and making his way towards the office door. You ask him to hang on for a minute, so that you can discuss a matter of some concern with him

He says: I can see you want to chat, but if I don’t go now I’ll miss my train … can we discuss it tomorrow – first thing

2. You are interviewing for a job in the department, and ask one of your experienced staff to show the candidate around.

She says: I’m afraid that I don’t know very much about Head Office myself but if you really want me to take them around, I suppose I can

3. A customer rings you to complain about being given incorrect information

You say: I’d like to help but I don’t know the background. What if I get the person who did talk to you, to ring you back in a few minutes time?

4. A staff member from an other department rings up to complain that a report has not pitched up in the internal mail

You say: It’s not my job to handle delivery queries

5. The date is set for the next meeting. You are keen to attend but the proposed date accepted by everybody else means you cannot attend. The Chairman says “Is that ok for everyone?”

You say: Well, all right, as it’s convenient to everyone else

6. A colleague asks you for a lift home. It’s inconvenient to you, as you are already late and the drive will take you out of your way

You say: I’m about 20 minutes late so I won’t be able to take you home. If it helps I can drop you off at the nearest bus stop

7. You’re having trouble getting started on a report. You cannot see a logical starting point

You say: I’m pretty useless at writing reports. I can’t really see how to even start it. I must be getting old

8. A team member interrupts you when you are making an important call

You say: I’d like to finish this phone call, and then I’ll be happy to answer your question.

9. You are on your way to a meeting. A colleague asks you “What time will you be back in the office?”

You say: When you see me walk in

10. The boss asks you to work this Sunday to cover a sickness

You say: No way, not this Sunday


TOPIC 7: QUESTIONING AND CLARIFYING SKILLS

THE POWER OF THE QUESTION LIES IN THE FACT THAT IT COMPELS AN ANSWER

The more questions an individual asks, and the more information they receive in response, the better they will be able to make decisions. In some cases there is no other way for an individual to gather information than to ask for it.

It is important that the individual recognizes the value of the asking, rather than telling, And that they adopt the convictions that others , can provide a great deal of information than one needs.

Questions are essential to: o Evaluate whether communication has been effective

o Clarify doubts and check understandingo Grab attention and maintain interesto Stimulate and guide customer thinking

To ask the right kind of questions, one must:

o Understand the different types of questions, their nature, purpose and use.

o Understand the direction of the questions, how to channel them and handle them.

o Develop skill and proficiency in using the correct questioning technique in the appropriate situation

Types of Questions: There are two types of questions:

o Open-ended:o Demand elaborate answerso Used to get the person to talko Open the door for a quality responseo Responses are likely to be lengthy and

informative.o Do not control the structure of the

conversation


o Closed-ended questions:o Demand a specific answero Useful for gathering informationo Control the conversationo Invite the answer “yes” or “no”o They do not necessarily give quality

informationo You close the limit and limit the

answers.

Features of Effective Questions Effective Questions are:

o Purposeful: Questions should be relevant to the subject under discussion.

o Clear and Concise: Questions should be worded simply and should not be long-winded.

o Limited to one idea: Double questions are confusing and easily sidetracked.

o Distributed and random: If questions appear in the communication after a definite period, listeners may switch off till they know that questions might be asked.

Activity

Identify the following questions as open-ended or closed –ended.

1. How many years have you lived abroad? ________________________2. What is your wife’s name? ________________________3. What re your views on the elections? ________________________4. What kind of car do you drive? ________________________5. What kind of relationship do you have with your parents? ________________________


Exercise: Questioning Skills

6. When did you buy the product? ________________________7. Do you need a ride home? ________________________

Paraphrasing

Definition: A paraphrase is writing an author's ideas in your own words.

Paraphrasing is summarizing what the speaker has said in one’s own words. True purpose of paraphrasing is to check one’s understanding of what has been communicated.


TOPIC 8: PARAPHRASING

Components of Paraphrasing:

Effective paraphrasing has three components:

1. Base statement2. Repetition of main ideas/ issues3. Question to check understanding

Consider making the following changes.

Change sentence structure

Change word forms

Change active verbs to passive or passive to active

Change vocabulary by using synonyms, antonyms, or idioms

Learning how to paraphrase

Take a short paragraph from an article from a newspaper or magazine.

Write the keywords and phrases on a sheet of paper. Put the original article aside. Do not look at it while you are

writing your paraphrase. Look at the keywords and phrases on your paper. Choose transition words and connectors that show the

correct relationship. Write these words next to the ideas. Make changes to vocabulary, verb tenses/voice, word forms,

structure, etc. Now begin to rewrite the paragraph using your own words.

Using the telephone effectively involves much more than simply chatting with your customer.

Good telephone etiquette is one way you can help ensure that a customer can call any department within your company, in any city or country, on any day, ay any time, and be dealt with in a uniform way.


TOPIC 9: TELEPHONE HANDLING SKILLS



GREAT TELEPHONE VOICE

Even with fiber optics or earth stations, telephones distort the tones and shadings that give your voice ‘personality’. Telephone distortion may create a simple annoyance-such as giving you voice a nasal tone – or it may totally change the meaning of your message-by making you sound threatening when you mean to sound committed or condescending when you mean to sound concerned.

Five qualities of a good telephone voice:

1. DISTINCTNESS: Use clear articulation and enunciation. All of us tend to get lazy in our speech. Telephone exaggerates this tendency, so open your mouth and let the sound come out clearly. Volume should not be very loud or low.

2. EXPRESSIVENESS: Vary your tone and rate. Build a verbal picture with your voice.

3. CONVERSATIONAL TONE: You are a real human being speaking with another human being. Even when using a script, work hard to keep your tone and language simple and straightforward.

4. ALERTNESS: Your voice should be energetic. Give the customer the impression that you are wide-awake and alert and eager to help. Sit upright and lean slightly forward. You will feel energetic and it will reflect in your voice.

5. PLEASANTNESS: Your voice should be smooth, not whiney. Communicate with your voice that you pleasant and happy person. There is no room for shortness or anger. The pitch should be varied and natural. High pitch sounds whiney and a low pitch sounds monotonous. One of the best ways to sound pleasant is to smile while speaking.



Etiquette Pointers: 1. Don’t practice on the caller2. Never eat, drink or chew gum while on the phone. 3. Building rapport means determining and building on what

you have in common with the caller. The three ways to build a rapport with a caller are using the caller’ s name, finding common ground and matching the caller’s speaking rate.

4. Hold the transmitter right5. Avoid side conversations6. Make sure the caller is on hold before discussion7. No munching or drinking when on the call8. Three Ring policy9. Understand the features10.Be well trained11.You can control your attitude12.Callers appreciate a courteous response. The following

behaviour helps you project a courteous image when you receive calls:o Answer promptlyo Using proper identificationo Using positive body languageo Being helpful.

13.You can change the way you feel about your workplace14.Take one task at a time and do it well15.Create a cheerful and positive attitude at your work-place

for your self16.Say “ This is my job and only I can make a difference.”17.Don’t allow your energy to be shaken by anyone else.

(Motivation stealers)18.Your greeting sets the tone for the call

Preparing to commence a call

Before we start taking the call, we need to do some homework. This will ensure that we are more effective on our calls.

Handling the Difficult Caller

(The caller who insists on speaking only with the boss)

Ms. Andre can’t come to the phone now. I’ll be happy to take a message." or "I’m sorry, but Ms. Andre doesn’t speak with people, until she knows the purpose of their call."

(To the caller you would rather not speak to)

"I am not interested, thank you for your call".

If interested state: "I am in the middle of a big project for the next few weeks, call me the first week in December." If you leave your number, I’ll try to get back to you when I can."

Controlling the Conversation

You need to take control of the conversation in this case and ensure that the flow of the call does not get affected as well. Remember you are the professional, not the customer.

Use open ended questions for quicker information gatheringUse close ended questions with talkative callersKeep to the point and follow the route of the call

The Complaint Call Complaint callers who are irate are really saying, "I rate." They have bought into society's "the squeaky wheel gets the grease" mentality. When that happens, try the EAR method:

1. E mpathize with the caller.Empathize with the caller. This is different from sympathy, where you take on someone else's problem. Try to understand how the person is feeling.

2. A pologize and acknowledge the problem.Apologize and acknowledge the problem. You don't have to agree with the caller, but express regret that there is a problem. People want to be heard, and no one's complaint is trivial. Each deserves prompt handling, so do not deal with it in a trivial manner.

3. Accept Responsibility. (You'll do something.)Accept responsibility. Make sure something is done. Take it upon yourself to DO something. Many times, that's all that people want: the reassurance that something will be done. People want to be helped. They want to know that you care.

Use these phrases to get that sentiment across: "How can I help you?" "What can I do for you?" "I'll make sure this message/information gets to the

right person."

The acceptance of responsibility may be as simple as forwarding the call to the appropriate individual or sending the caller more information. If you do forward the caller to someone else on your staff, follow up with that person to make sure the caller was taken care of.


Making the outbound call Plan your call

1. Greeting : Should be friendly2. Introduce yourself & your company3. State the purpose of the call : I am calling to inform you…..4. Deliver your message in a friendly yet business like, clear terms, leaving time for questions.5. State any customer benefits6. Ask for agreement.7. Thank the customer and close the call.

Most people find it difficult to make follow-up phone calls after having written someone. However, you cannot get a job unless you actually meet with people -- usually lots of people. And it's difficult to get those meetings without using the telephone.

Hold techniques

You may have to transfer a caller to another department or put them on hold to get additional information to assist

The golden rule for telephone etiquette on hold and transferring is as follows:

Always ask if it is convenient to put a customer on hold and WAIT for the response. It is not always convenient and it is common courtesy to ask and mean it.

Tell the customer what you are putting them on hold for and give an estimate of how long it should take.

Always take a contact number before putting on hold or transferring as this is the time when you are most likely to get disconnected from your customer

If ringing back check what is the most suitable time to call Explain to the customer what they are likely to hear while

on hold, music or dead air as often people think they have been cut off when they hear dead air.

Always introduce yourself to your colleague in another department, internal telephone etiquette also counts.

Remember to thank them as well, this way it build rapport that will be contagious (your customer will benefit by having a happy second person to talk to)

When transferring take the name of the person in the other department that you are talking to.

Give the other colleague a brief rundown of the situation so that the customer does not have to repeat the whole story. This gives a professional approach and a seamless transaction.

Go back to the customer thanking them for their patience


Background Information:

o You should be concerned about your writing skills because it affects the productivity and profitability of an organisation.

o Avoid using derogatory language, uncommon words, sexist remarks, jargons, clichés and contradicting statements.

o The process should include planning, organizing, writing and editing.

o The first step of the writing process involves planning what you will communicate. The planning needs to also determine your purpose, analyzing the reader and choosing style.

Regular vs Business writing

Regular writing refers to the routine writing you do in your day-to-day lives. Business writing refers to formal communication for a specific purpose. This can be communication within an organisation, with other organisations, with customers or with other individuals or agencies.

Differences between business and regular writing are because of:

1. Purpose: Regular writing is personal. Business writing has a definite agenda

2. Brevity: Regular writing depends on individual styles. Business writing has to be brief and to- the-point.

3. Orientation: regular writing is writer-oriented. Business writing is reader –oriented.

4. Style: regular writing is writer-oriented. Business writing is reader –oriented.

5. Utility: regular writing is personal and casual. Business writing is formal and procedural

Types of Business Documents:

Some common types of business documents are: Official drafts and documents Letters Emails Faxes and telex Memos Reports Informal notes and briefing notes


TOPIC 10: WRITTEN COMMUNICATION



ABC of Written Communication

A- ACCURACY

Precision of facts, thoughts and expressions Fluency Reader should easily understand no matter how complex

the matter

B-Brevity Brief Short memos/ e-mails To the point Busy people have no time for round-about messages Don’t be cryptic Expand and Cut

C-Clarity Think of your reader Identify with the reader New line for new facts, reasons. Number points Precise words not vague words

Good Style in Writing Good writing style is determined by the following points:o Avoid Ambiguityo Maintain consistencyo Using appropriate styleo Using Parallel Structureo Using Active Voiceo Writing positivelyo Using the “you” point of view

Tips for better writing o Know what you want and say it in the same paragrapho Write from the reader’s point of viewo Consider your reader’s outlook and experienceo Avoid Jargon unless you are sure the reader knows what

you meano Be specific.o Keep sentences shorto Put statements in a positive formo Use definite, specific, concrete language, do not obfuscateo Use commas.o Omit needless words and redundancies: warm regardso Do not use exclamations and Boldfacing


WRITING EFFECTIVE E-MAILS

Features of e-mails •It is more conventional than paper communication•It tends to be more casual and sloppy•Try to understand the message behind the words•There is no supporting expression or gesture.•Be aware of t he non-verbal message, the tone.•E-mails should be bulletin board material

E-mail Content 1. SalutationSpell the name correctlyNo “respected” sirsGreetSalutation and Sign off should match

2.ToneChatty and informal will encourage a responseThe style and attitude should work with the readerSuggesting or requesting mode

3.SignatureNameDesignation/ DepartmentCompany NameAddress Telephone no.E-mail address

4.FormatsNo fancy fonts, styles & visualsSubjectNot more than 8-9 wordsUse ‘urgent’, ‘confidential’, ‘IBM confdl’ ‘FYI’.

5.LengthConcise & to the pointStat with one para summaryOne page- 25 lines, one para 4 sentences

Keep the following in mind

The objectiveThe agenda, contentThe readerThe effect you want to createBe consistent1st person, I, me, myself, my, us, our, we2nd person – you, your, yours3rd person – he, she, it, him, her, his, theirTensesCut shortAvoid jargonAvoid old fashioned wordsAvoid abbreviationsAppropriate e-mailsLanguageSpellings, grammar wordsFew big words, complete sentencesAvoid sarcasm and cryptic talesFor emphasis, use bold, italics or change colorFor strong emphasis capitalize wordsPunctuationAvoid ‘bangs’Forwarding mailsParaphraseAppropriate e-mailsUse of ccSeniors firstInclude those who need to be consulted, kept informed, or seniors who should know.Exclude others

Case Study: E-mail Styles

Exercise 1: Given to you are three types of mails below. All the three have the same objective. The mail is from a TL to his Project manager. He wishes to convey to his manager that the assigned time may not be sufficient for completion of the project as the testing has uncovered a bug. This will cause the project to take longer. He wants more manpower in order to complete the project on time.

Choose which you feel is close to your style of writing and the one you find most appropriate?

Case A

Hi John,

As you know we have been working over time for this project, but now the project is under fire, and it’s because we found a bug in the coding. I am afraid we can’t finish the project on the scheduled time and date due to the debugging, which will take longer then expected.

If you can grant me additional manpower, I might be able manage somehow.

Awaiting your reply.

Rgds,

Karunesh.Case B

Dear John,

Despite all our efforts I am sorry to state that we have found a bug in the level 3 of the coding. Unfortunately it will take much longer than I had anticipated. My team will not be able to complete the project as scheduled. I thought it necessary to inform you so that we


Exercise: Written Communication

can tell the client that we will not deliver on date, just to make sure we finish this on good will.

However if you could grant me some additional manpower in the review team, I might be able to push them to finish on time.

Please let me know if you can approve the same.

Thank you.

Karunesh.

Case C

Hi John!

This is to inform you that we might have to extend our due date due to a bug that was detected during the test phase. We will be unable to complete on the scheduled time as the damage will take more time than expected.

However, if we could get more manpower, for now, we could try to finish as scheduled.

Pls revert with your comments.

Rgds,

Karunesh.

Your choice& why


Exercise 2 : PHRASES

Using shorter simpler words, whenever possible makes your conversation much crisper. Write one words, which mean the same as each of the phrases, words listed below:

Rich, Well of

Other, different

Resulting, touching

Try

Begin, start

Ask

Change

About, regarding, relating to

Now find some fine sounding phrases that can replace these words

Let, enable

Agree

Please interfere and help us

Please do this quick, very urgent

Although, even though

Unexpected delay


The other option is

Sorry to say

Except

Exercise 3 : Structure and Format

Ex 1: Shorten these worldly phrases:

1. Are of the opinion2. AS a consequence of3. A large number of4. Arrived at the conclusion5. At all times6. At an early date7. At the present time8. Costs the sum of9. In the present day and age10.In connection with11.With reference to12.For the purpose of

Ex 2 : Avoid using “it is” and “there are”

1. There are fifteen reports that have to be considered2. It is important for managers to report regularly

Ex 3 : Rewrite briefly

1. In the city of Vancouver, apartments for single, unmarried parents are difficult to find and locate.

2. Perhaps it may be that the paint is the wrong shade of colour3. In my own personal experience, people who commute to work are not generally polite

and courteous about giving their seats to other elderly passengers. 4. All those participating in the athletics events are required to be present at the stadium

by eight o’clock in the morning.5. There is a considerable loss of employees’ time in waiting for an outside telephone

line.6. During the course of the meeting, he got into several discussion situations with the

delegates who were attending.


Ex 4 : Rewrite the following to improve clarity and conciseness

1. We are in agreement that we should install the new software2. There are many developers who own their applications3. For the final test, five days were used4. It was noticed by the testing team that the application was malfunctioning.5. Figure 3 is a list of alternative work arounds for the application.6. The committee will give consideration to alternatives7. They are in the section in which the metal disks are housed8. It is evident that the time needed to prepare the patch is still to long.9. I am of the opinion that the Tls and the PMs are at this point of time cooperating

together.10.The table that is round in shape and brown in colour has suffered a breakage.

Ex 5 : The “ you attitude “ in writing

1. You are required to retest the software2. You cannot turn in that report tomorrow.3. Don’t let the error recur4. You sent in an incorrect file5. We have done that already.
