Business

Communication
and
Etiquettes

Course
Course
Name
Name
Particulars

S.
No.

Reference
No.

1.

Chapter 1

Communication in Workplace

05 29

2.

Chapter 2

Communication Skills: Verbal and Nonverbal

30 46

3.

Chapter 3

Organisational Communication

47 65

4.

Chapter 4

Fundamentals of Business Writing

66 84

5.

Chapter 5

Indirectness in Persuasion and Sales

Messages

6.

Chapter 6

Public Speaking

104 110

7.

Chapter 7

Oral Communication

111 119

8.

Chapter 8

Technology-enabled Communication

120 136

9.

Chapter 9

Personal Etiquette and Grooming

137 170

1 2

Slide
From To

85 103

Course
Course
Introduction
Introduction
Communication comes from the Latin word communis which

means common, thus, if a person effects communication, it

implies that he establishes a common ground of understanding.

As per Koontz and O Donell, communication is the transfer of

information from one person to another, irrespective of whether or

not it elicits confidence.

Communication is not only a pivotal part of our personal lives

but also professional.

1 3

Cont.

The communication that leads us to triumph on the various

business
Business

parameters which help carry out business, is called

Communication.

Business Communication entails verbal, non-verbal or written

communication in its various forms, within or outside ones

organization that helps maintain professional relationships.

Business Communication serves as a crucial medium in making

or breaking a deal.

Therefore, to excel in the art of doing business, one must make

oneself well-versed in the art of business communication to

attain
1 4

organisational goals.

S. No.

Communication in
in
Communication
Workplace
Workplace

Reference
No.

1.

1 5

Particulars

Slide
From To

Learning Objectives

06 06

2.

Topic 1

Introduction What is
Communication?

07 07

3.

Topic 2

Role of Communication in Business

08 10

4.

Topic 3

Importance of Communication Skills

11 13

5.

Topic 4

Forms of Communication

14 17

6.

Topic 5

Formation and Sending of Response

18 23

7.

Topic 6

7 Cs of Good Communication

24 24

8.

Topic 7

Barriers to Communication

25 27

9.

Topic 8

Summary

28 29

Learning Objectives
After studying this chapter, you should be able to:

Understand the role of communication in business as explained

by Peter Drucker

Know the needs of businesses to communicate

Understand the importance of communication skills

Describe various forms of communication

1 6

Introduction What is Communication?

Communication has been defined as the transfer of information from one
person to another, irrespective of whether or not it elicits confidence.
Koontz and O Donell

1 7

Role of Communication in Business

11,

Peter Ferdinand Drucker (November 19, 1909November

2005)

was

an

consultant, educator,

Austrian-born

American

management

and author, whose writings added to the

philosophical and practical foundations of the advanced business

corporation.

For managers in the organization, the ability to express

oneself is
1 8

perhaps the most important of all the skills a person

can possess.

Cont.

According to Drucker, there are three dimensions to being an effective

communicator in all spheres of management. They are as follows:

1 9

Communication With Your Directs

Communication With Your Peers

Communication With Your Boss

Cont.

Success of Communication is the Success of Business

Basis of planning

Basis of decision making

Creating coordination and cooperation

Establishment of effective leadership

Development of human relations

Helpful in building image

Helpful in achieving peace and effective control

Leading to high morale and motivation

Unseen infrastructure of an organization

Helpful in delegation of authority.

1 10

Importance of Communication Skills

Here are enlisted some reasons why communication skills are so important:

Good communication passes information along.

Good communication makes good relationships.

Good communication helps you get what you

need.

Good communication gives you self-esteem.

Good communication helps you to think better.

1 11

Good

communication

makes

peaceful

Cont.

Listening in Communication

Importance of Listening

Listening versus the Sense of Hearing

Listening as Behaviour

How to be a Good Listener?

What Speakers can do to Ensure Better Listening?

1 12

Cont.

DISTINGUISHING GOOD LISTENERS FROM BAD LISTENERS

To Listen Effectively

To Listen Effectively

The Good Listener

1.

Find area of interest

Tunes out dry subjects

Opportunizes; asks, what

is in it for me?

2.

Judge contents, not delivery

Tunes out if delivery is poor

Judges content; skips over

delivery errors

3.

Hold your fire

Hold your fire

Doesnt judge until

comprehension is
complete; interrupts only
to clarify

4.

Doesnt judge until

comprehension is complete;
interrupts only to clarify

Listens for facts

Listens for facts

5.

Be flexible

Takes extensive notes using

only one system

Takes fewer notes, uses

four to five different
systems, depending on
speaker

6.

Work at listening

Shows no energy output;

fakes attention

Works hard; exhibits

active body state

7.

Resist distractions

Is distracted easily

Fights or avoids
distractions; tolerates bad
habits; knows how to
concentrate

8. Exercise your mind

Resists difficult expository
Uses heavier material as
Source: C.L. Bovee and J.V. Thil. Business
Communication
1995)
material,
seeks light,(New York: McGraw,
exercise
for the mind
1 13
571
recreational material

Forms of Communication
In broad sense, communication in business is of three forms

1 14

1.

Internaloperational Communication

2.

Externaloperational Communication

3.

Personal Communication

Cont.

Personal Communication

1 15

Cont.

Detailed Study Of The Forms Of Communication

One-way Communication and Two-way Communication

Verbal Communication and Non-verbal Communication.

Formal Communication and Informal Communication.

Interpersonal Communication and Intrapersonal Communication

Group Communication

Public Communication

Mass Communication

1 16

Cont.

EXTENT OF NON-VERBAL COMMUNICATION

Management Impact

Types of Communication

55 percent

Facial expression, body posture, gestures

7 percent

Words

38 percent

Tone of voice and inflection

Non-verbal communication speaks much louder than words.

A Cry of Agony is more Powerful than a Tale of Woe.

1 17

Formation and Sending of Response

The two-way communication process is superior to one-way communication
in the following respects:

Two-way communication is more effective than one-way communication.

Receivers self-confidence is higher in case of two-way communication

as they

are permitted to ask questions and seek clarification from the

senders.

1 18

Cont.

THE SEQUENCING OF PROCESS OF COMMUNICATION

Ideation Encodin
g

Transmissio Receiving
n

Decoding

Action

Conceivin
g
of the idea
by the
sender
or source

Transmission
of the
message

Decoding
the
message

Behaviour
or action on
the
message

1 19

Encoding
the
message

Receiving of
the
message by
the receiver

Cont.

Basic forms of business communication are as follows:

Face-to-face meeting with clients

Large formal business meetings

Production of clear message through letters, faxes, e-mail, etc.

1 20

Cont.

The Communication Process

1 21

Cont.

The Steps of Communication Process

1 22

Cont.

Elements/Concepts
Communication

Message

Sender

Encoding

Medium and Channel

Receiver

Decoding

Feedback

1 23

or

Components

of

the

Process

of

1.

1 24

7
Cs
of
Communication
Completeness

2.

Conciseness

3.

Consideration

4.

Clarity

5.

Concreteness

6.

Courtesy

7.

Correctness

Good

Barriers to Communication

Why Communication Barriers?

Causes for Miscommunication

Overcoming Barriers in Communication

Measures

to

Overcome

Barriers

in

Communication

1 25

Cont.

Concepts of Barrier

1 26

Cont.

Noise as Barrier

1 27

Summary
Good communication is the basis of successful relationships, both

personal

and professional.

In this chapter, we have understood business communication and its

importance as per the view of Peter Ferdinand Drucker who was a

management consultant, educator, and author.

In todays competitive world, communication skills in business are the

most

1 28

desired quality of an educated person.

Cont.

Here, we also get to know the role of communication skills in students

career.

Forms of communication skills have also been elucidated in this

chapter.

There are 7 Cs of effective communication which are relevant to both

written

as

well

Conciseness,

as

oral

communication.

Consideration,

Clarity,

These

are:

Concreteness,

Completeness,
Courtesy

and

Correctness.

The roadblocks to communication denote anything that interferes in the

communication process as a consequence of which the message may

not be

received by the receiver as was intended by the sender. The

barriers may also

1 29

be defined as obstructions or blockades or hurdles,

Communication Skills
Skills Verbal
Verbal and
and Non
Non
Communication
Verbal
Verbal

S. No.

Reference
No.

1.

Particulars

Slide
From To

Learning Objectives

31 31

2.

Topic 1

Introduction

32 32

3.

Topic 2

Verbal Communication

33 33

4.

Topic 3

Oral Communication

34 36

5.

Topic 4

Written Communication

37 38

6.

Topic 5

Verbal Communication Skills Worth

Mastering

39 40

7.

Topic 6

Non-verbal Communication

41 45

8.

Topic 7

Summary

46 46

1 30

Learning Objectives
After studying this chapter, you should be able to:

Discuss the concept of verbal communication

Explain the concept of oral communication

Describe the concept of written communication

Understand the concept of non-verbal communication

1 31

Introduction

Verbal communication is simply the communication that is expressed

through

words. Verbal communication is vital to healthy relationships,

businesses and

groups.

Non-verbal communication is more important than you might think. Also

called body language, non-verbal communication takes place frequently

and sends strong messages to the people you come into contact with.

1 32

1 33

Oral Communication
In oral communication, spoken words are used. It includes face-to-face
conversations, speech, telephonic conversation, video, radio, television,
voice over internet.

Advantages of Oral Communication

1 34

Immediate Feedback

Time Saving

Economical

Personal Touch

Flexibility

Secrecy

Group Communication

Effectiveness
Cont.

Disadvantages

of

Oral

Communication

1 35

Poor Retention

No Record

Time Consuming

Misunderstanding

Lengthy Messages

Lack of Responsibility

Imprecise

Cont.

How

to

Make

Oral

Communication

Effective?

1 36

Clarity

Brevity

Precision

Right words

Avoid Hackneyed Phrases and Clichs

Understand the Listener

Natural Voice

Logical Sequence

Conviction

Written Communication
In

written

communication,

written

signs

or

symbols

are

used

to

communicate. A written message may be published or hand written.

Advantages of Written Communication

Messages can be edited and revised many time before it is actually sent.

Written communication provides record for every message sent and can

be

saved for later study.

A written message enables receiver to fully understand it and send

suitable feedback.
1 37

Cont.

Disadvantages of Written Communication

Unlike oral communication, written communication doesnt bring instant

feedback.

It takes more time in writing a message as compared to word-of-mouth

and number of people struggles with their writing ability.

1 38

Verbal Communication Skills Worth Mastering

1 39

Be friendly

Think before you speak

Be clear

Dont talk too much

Be your authentic self

Practice humility

Speak with confidence

Focus on your body language

Be concise

Learn the art of listening

Cont.

Assertive Communication

Being assertive is a core communication skill.

Being assertive means that you express yourself effectively and stand

up for

For success in any group talk, it is important to be assertive without

being

aggressive.

Being assertive can also help boost your self-esteem and earn others

respect.

1 40

your point of view

Non-verbal Communication

Non-verbal communication is the sending or receiving of wordless

messages.

Non-verbal communication is all about the body language of speaker.

Non-verbal communication helps receiver in interpreting the message

received.

1 41

Cont.

Elements

of

Non-verbal

Communication

Appearance

1 42

Body Language

Sounds

Cont.

Significance of Non-verbal Communication

Non-verbal communication cues can play five roles:

Repetition

Contradiction

Accenting

Substitution

1 43

Complementing

Cont.

Types of Non-verbal Communication

Facial expressions
Body movements and posture
Gestures
Eye contact
Touch
Space
Voice
1 44

Cont.

How Non-verbal Communication can go Wrong?

It takes more than words to make satisfying, strong relationships.

Non-verbal communication has a huge impact on the quality of your

personal

Tips

and professional relationships.

for

Reading

Body

Language

and

Communication

Pay attention to inconsistencies

Look at non-verbal communication signals as a group

Trust your instincts

1 45

Non-verbal

Summary

Verbal communication relates to the form of communication in which

message

is transmitted verbally; communication is done by word of

mouth and a piece

of writing.

Oral communication means spoken communication or communication

through speech. A person learns to speak much before writing.

It is difficult to decide which one is a more important form of

communication: written or oral.

A written message may be published or hand written.

In written communication, message can be transmitted via email, letter,

report, memo, etc.

Non-verbal communication aids receiver in interpreting the message

received.
1
46

Organisational Communication
Communication
Organisational
S. No.

Reference
No.

1.

Particulars

Slide
From To

Learning Objectives

48 48

2.

Topic 1

Introduction

49 49

3.

Topic 2

Meaning and Importance of Organisational

Communication

50 51

4.

Topic 3

Communication Flows: Internal and

External

52 58

5.

Topic 4

Communications Audit

59 62

6.

Topic 5

PR (Public Relations)

63 64

7.

Topic 6

Summary

65 65

1 47

Learning Objectives
After studying this chapter, you should be able to:

Discuss the meaning and importance of organisational

communication

Explain the communication flows that are both Internal and

External

1 48

Describe the concept of PR (Public Relations)

Introduction

Richmond and McCroskey (2009) described it as the process by

which
means of

individuals induce meaning in the minds of other individuals, by

verbal and nonverbal messages in the circumstance of a formal

organisation.

An organisation is constituted of communication units in hierarchical

relations

1 49

to each other and functioning in an environment.

Meaning

and

Importance

Of

Organisational

Communication

Organisation communication is defined as a program that focuses on

general communication processes and dynamics within organisations.

We defineorganisational communicationasthe sending and receiving of

messages among interrelated individuals within a particular environment or

setting to achieve individual and common goals.

1 50

Cont.

Importance of Organisational Communication

Following

are

the

reasons

for

the

importance

communication:

1 51

Directions of Communication

Leading

Rationalizing

Problem-solving

Conflict Management

Gaining Compliance

of

organisational

Communication Flows: Internal and External

Organisational Communication: Internal

1 52

Downward Communication

Upward Communication

Lateral or Horizontal Communication

Diagonal/Multi-directional Communication

Grapevine Communication

Cont.

Flow of Horizontal Communication

Source:

1 53

communication/

http://thebusinesscommunication.com/what-is-horizontal-

Cont.

Types of Grapevine Communication

Source: http://communicationtheory.org/kinds-types-of-communication-employed-by-businessorganisations/

Cont.

1 54

Organisational Communication: External

External/Public Communication (Official)

Press releases, conferences and Speeches

Advertising, marketing

Letters, email and Blogs

Meetings with community and other stakeholders, boundary spanning

1 55

Cont.

External/Public Communication (Unofficial)

Whistle-blowers, media leaks

External grapevine

Insider trading

Industrial espionage/intellectual property theft

Blogs, complaints/flaming websites

1 56

Cont.

Patterns of Flow of Communication or Networks

It is of paramount importance that an organisation develops a pattern of
communication, so as to improve its effectiveness.
Patterns of Communication
Wheel/Y

Three-person wheel communication pattern.

Four-person wheel communication pattern.

Five-person wheel communication pattern.

Five-person Y wheel communication pattern.

1 57

Cont.

Circle

Four-person circle communication pattern.

Five-person circle communication pattern.

All channel

Four-person all channel communication pattern.

Five-person all channel communication pattern.

Certain

other

patterns

have

experimented with, namely:

Kite

Chain

Slash

1 58

also

been

observed,

formulated

and

Communications Audit
Communications audit is a snapshot of an organisations communication
strategies, activities and programs.

Results of Communications Audit

Review of existing communication policies, publications, and vehicles,

indicating strengths and weaknesses of each.

Summary of comments of focus groups and interviews.

Report of the employee survey results.

Recommendations for strengthening your communication strategies and

programs.

1 59

Cont.

Communications Audit Steps

Step 1: Determine key areas to be

audited.

Step 2:
methods.

Choose

Step
3:
Collect
communications.

Step 4: Look
customers.

1 60

Step 5: Look
community.

and

your

research

evaluate

outward:

outward:

Query

Query

your

past

your

your

Cont.

Step 6: Look inward: Query your staff and

volunteers.

Step 7:
coverage.

Analyse

your

media

Step 8: Conduct a SWOT analysis.

Step 9: Think like a communications consultant.

Step 10: Put together a plan for future communications.

Cont.

1 61

Benefits of Communications Audit

It helps build support for your communication/HR/or organisation change

Initiative.
It demonstrates your commitment to improving communication

throughout

the organisation.

It demonstrates your willingness to listen and to respond to employees

and other stake-holders views a key step in building positive relationship,

creating credibility and fostering mutual trust.

An audit will find out what major segments of employees / stake-holders

think

about the organisations communication and initiatives.

An

audit

communication
1 62

will

deliver

practical

in the organisation.

recommendations

for

improving

PR (Public Relations)

Constructing awareness and a favourable image for a company or client

within

stories and articles found in relevant media outlets.

Closely supervising numerous media channels for public comment about

company and its products.

Managing crises that threaten company or product image.

Building goodwill among an organisations target market through

community; benevolent and special programs and events.

1 63

Cont.

Public relation experts must ensure:

Message reaches the receiver (public) in its correct form.

Audiences agree to the message

They respond accordingly and give necessary feedbacks.

1 64

Summary

Organisational structure influences communication patterns within an

organisation.

Communications flow in three directions downward, upward, and

horizontally.

Downward communication consists of policies, rules, and procedures that

flow

from top administration to lower levels.

Upward communication consists of the flow of performance reports,

grievances, and other information from lower to higher levels.

Horizontal communication is essentially coordinative and occurs between

departments or divisions on the same level.

External communication flows between employees inside the organisation

and
1
65

variety of stakeholders outside the organisation.

S. No.

Fundamentals of
of Business
Business
Fundamentals
Writing
Writing

Reference
No.

1.

Particulars

Slide
From To

Learning Objectives

67 67

2.

Topic 1

Introduction

68 68

3.

Topic 2

Business Writing Basics

69 74

4.

Topic 3

Adapting to Multiple Readers

75 76

5.

Topic 4

Steps of the Business Writing Process

(BWP)

77 77

6.

Topic 5

Strategies for Achieving an Effective

Business Writing Style

78 82

7.

Topic 6

Summary

83 84

1 66

Learning Objectives
After studying this chapter, you should be able to:

Discuss the business writing basics

Describe the adapting to multiple readers

Explain the steps of the Business Writing Process (BWP)

Highlight the strategies for achieving an effective business writing

style
1 67

Introduction

Writing is a mode of communicating a message for an intended

outcome.

Writing shows ones ability to think clearly and to use language

effectively.

Business writing need to be:

Purposeful

Economical

1 68

Business Writing Basics

Basically, there are three basic objectives to business communications to:

Provide a report or response (heres what was done, or heres what

we found out);

Issue a directive (do this); and

Persuade to action (we should do this).

1 69

Cont.

Adaptation of Words

Identify the Audience

Determine the Size and Composition of the Audience

Analyse the Audiences Reaction

Determine the Audiences Level of Understanding

Analyse the Audiences Needs

Satisfy Your Audiences Information Need

1 70

Cont.

Satisfy Your Audiences Information Need

Be Sure about the Readers Need

Be Accurate in Your Message

Make Important Points Stand Out

Satisfy Your Audiences Motivational Needs

Be Brief

1 71

Cont.

Selection of Words

1 72

Use Short and Familiar Words

Use Concrete Language

Use Active Voice

Select Words for Precise Meanings

Cont.

Developing Effective Sentences

Emphasis on Short Sentences

Determine Emphasis in Sentence

Design

1 73

Give the Sentence Unity

Cont.

Effective Paragraph Development

Elements of a Paragraph

Topic sentence

Related sentences
Ways to Develop a Paragraph

Cause-and-Effect

Illustration

Classification

Comparison or Contrast

Problem and Solution

1 74

Adapting to Multiple Readers

Audience Analysis

Audience and the Communication Process

Audience and Business Messages

Audience Analysis to reach Audience

Positive Writing

Negative Writing

Persuasive Writing

1 75

Adapting to Legal Responsibilities

Cont.

Dangerous Word that Create

Misunderstanding
Dangerous Word
Inspect

Court

Recommended

Interpretation

Alternatives

To examine critically, to

To review, to study, to tour the

investigate and test

facility

officially
Determine

Assure

To come to a decision,

To evaluate, to assess, to an

to decide, to resolve

analyse

To render safe, to make

To facilitate, to provide further

secure, to give

confidence, to enhance the

confidence, to cause to

reliability of language needs.

feel certain

1 76

Steps of the Business Writing Process (BWP)

Step 1: Identify Audience

Step 2: Determine Purpose for Writing

Step 3: Choose Ideal Format

Step 4: Research Background Information

Step 5: Capture Audience

Step 6: Stick to One Topic

Step 7: Proofread for Grammar and Clarity

1 77

Strategies for Achieving an Effective Business Writing

Style
Following are the strategies for achieving an effective Business Writing Style:

Use Positive Language

Use the You View

Use a Conversational Style of Writing

Use Inclusive Language

Use Predominantly Active Voice

1 78

Cont.

Layout and Formatting

and Indents
s
k
a
re
B
h
p
ra
g
Para

Paragraphs
First-line Indents

Indents

nts
Single-line Inde
and Ellipses
s,
n
e
h
p
y
H
s,
e
h
Das
Dashes (--)
le
b
u
o
D
se
U
t
o
Do N
e longer dash)
h
(t
)
(
s
e
sh
a
D
Use En
our keyboard)
y
n
(o
)
(s
n
e
h
p
Use Hy
alics
Ellipses and It

1 79

Cont.

Streamline the Writing Style

Remember that an essay is a logical presentation of facts that begins with a
preparation period (during which you brainstorm potential ideas and gather
your evidence), followed by the actual writing of the essay.

1 80

Cont.

Here are some helpful tips:

Think of
yourself as
a reporter

Underline
keywords

Keep
things
colourful

Summarize
your main
points

1 81

Ask
yourself a
question

Simplify
your
transitions
Cont.

Types of Business Documents

Letters

Memos

Reports

Writing Effective Short Reports

Writing Careful Long Reports

Types of Proposals

1 82

Summary

In a business organization, the manager is involved in a variety of

written

communication such as replies to clients, recording agreements,

enquires,

memos, preparing reports to initiate action, proposals for

contracts, etc.

Business writing is one of the simplest forms of writing. Its a system

that

combines clear and direct language with practical, no-frills

conventions for

formatting and organization.

Audience analysis is central to the success of any message: to capture

and hold

an attention and to motivate readers and listeners, you must

shape your

message to fulfil the audiences goals, interests, and needs.

Positive messages are often the easiest to write because the audience is
required to be fairly receptive of the presented information, thus they

tend to
1
83
following

follow the direct pattern by stating the idea at the very beginning
Cont.

with the explanation.

Negative messages are generally difficult to write because the audience

is

being told exactly what they dont want to hear.

One of the primary responsibilities of writing for an organization is to

avoid

language that may land you in the court.

Online and offline, effective business writing is an important aspect of

any workplace, for business owners and employees.

The style of your writing refers to how you express yourself rather than

what

you say. Formatting refers to the way you enter paragraph and line

breaks, indents, spaces, typefaces and punctuation marks.

1 84

Indirectness of
of Persuasion
Persuasion
Indirectness
S. No.

Reference
No.

1.

Particulars

Slide
From To

Learning Objectives

86 86

2.

Topic 1

Introduction

87 87

3.

Topic 2

Meaning of Persuasion

88 96

4.

Topic 3

Writing Persuasive Messages

97 99

5.

Topic 4

Sales Letters/Messages )

100 100

6.

Topic 5

Summary

101 103

1 85

Learning Objectives
After studying this chapter, you should be able to:

Understand about the process of persuasion

Learn how to gain attention in the opening message

Prepare the sales message or letter

1 86

Introduction

The focus of this chapter is on well-thought-out persuasive writing.

The chapter concludes with various measures for making clear requests

in

1 87

importance of assertion in communication.

Meaning of Persuasion
According to Perloff (2003), persuasion can be defined as

...a symbolic process in which communicators tries to convince other people

to change their attitudes or behaviours regarding an issue through the

transmission of a message in an atmosphere of free choice.

1 88

Cont.

Persuasion is vital to inspire people, motivate them to change, getting them

to consider new opportunities or new ideas. There are different ways of
persuading:
Telling stories

Using logical discussion

Presenting data and facts

1 89

Cont.

The major components of this definition of persuasion are as follows:

Self-persuasion is important. People are not forced; they are instead free to

select.

It involves a deliberate attempt to influence others.

Techniques of conveying persuasive messages can take place in a variety

of ways, comprising verbally and nonverbally through television, Internet radio,

or face- to-face communication.

1 90

Persuasion is sounds, symbolic, images, utilizing words, etc.

Cont.

Process Of Persuasion

Step 1: Establish Your Credibility

Step 2: Frame Your Goals in a way that Identifies Common Ground with

those

You Intend to Persuade

Step 3: Reinforce Your Positions Using Vivid Language and Compelling

Evidence

1 91

Step 4: Connect Emotionally with Your Audience

Cont.

Strategy of Persuasive Messages

Make receiver accept a point of view

Get the desired response

To make the receiver act according to your wishes

Organization of Persuasive Messages

Direct Request Organization

Indirect Request Organization

1 92

Cont.

AIDA (Attention, Interest, Desire, Action)

Persuasive letters or memorandums usually have four parts, often cited to as
the AIDA formula for sales presentations:

A Attention

I Interest

D Desire

A Action

1 93

Cont.

Motivating The Reader To Act

Some additional helpful advice that briefly sums up the aforementioned
points:

Institute rapport.
Appeal to the reader directly by explaining why it is in his or her

interests to

keep reading.

Explicate explain how you are both working towards the same goal.

Assure the reader of your good will.

Also, note that the conventions of persuasive business writing are more
flexible than the others.

94
1

Dont be scared to be creative.

Cont.

Persuasive Request

Requests about products or services.

Requests for claims and adjustments.

Requests for change in policy.

Requests for change in performance.

Requests for employer to a reference.

Requests from employee to a reference.

1 95

Cont.

Making the Request Clear and Positive

Read

Edit

Be graceful

Avoid spelling errors

Remove grammatical errors

1 96

Writing Persuasive Messages

Elements in a Persuasive Message

Audience Analysis

Appeals

Balancing Emotion and Logic

Credibility

1 97

Cont.

Gaining Attention in the Opening

Open with Agreeable Comment or Assertion

Open with a Question

Open with Direct Request for a Favour

Open with Sincere Compliment

1 98

Cont.

Three-step Writing Process For Persuasive Messages

Plan Your

Write Your

Complete

Message

Message

Your
Message

1 99

Sales Letters/Messages

1 100

Unsolicited Sales
Unsolicited
Letters Sales
Letters

Letters That Sell

Letters
That Sell
Ideas
Ideas

Inquiries
Inquiries

Solicited Sales
Solicited
Letters Sales
Letters

Collection Letters
Collection Letters

Appeals
Appeals

Soft-sell Letters
Soft-sell Letters

Reminders
Reminders

Summary

The objective of business writing is to convey information to someone

else or

to request information from them.

To be effective writing for business, you must be complete, concise, and

accurate. Your text should be written in such a way that the reader will

be able to easily understand what you are telling or asking them.

A lot of writing for business is sloppy, poorly written, disorganized,

littered with jargon, and incomplete.

In this chapter, we have learnt about persuasive business messages and

writings, how to grab attention in the openings and about clarity and

affirmation in the business communication.

1 101

Cont.

Persuasion is the process of changing or reinforcing attitudes, beliefs or

behaviour of a person. People respond to persuasive messages in two

ways:

thoughtfully and mindlessly.

Successful businesses rely on persuasive messages in both internal and

external communication. Whether youre convincing your boss to open a

new
products,

office in Europe or encouraging potential customers to try your

youll use many of the same techniques of persuasionthe

attempt to change

1 102

an audiences attitudes, beliefs, or actions.

Cont.

From one point of view, every letter you write will be selling something.

For example, requests sell your responsibility and credibility. Even letters
conveying information may be said to sell a business relationship based on
trust and fair play.

When you are deliberately using a letter to sell a product or a service, or

when
message

1 103

the sole purpose of the letter is to promote future business, your

requires a special strategy.

S. No.

Reference
No.

1.

Public
Public
Speaking
Speaking

Particulars

Learning Objectives

Slide
From To
105 105

2.

Topic 1

Introduction

106 106

3.

Topic 2

Meaning of Public Speaking

107 107

4.

Topic 3

Making a Formal Speech

108 108

5.

Topic 4

Summary

109 110

1 104

Learning Objectives
After studying this chapter, you should be able to:

Understand about public speaking

Analyse the importance of effective public speaking

Prepare a formal speech

1 105

Introduction

In business organizations, presentations and public speaking by the

executives and other personals are steady features.

Public speaking and presentation skills are very much essential for

professional excellence.

In

this

chapter,

techniques/skills of

1 106

guidelines

are

discussed

in

learning

making presentations and public speaking.

the

Meaning of Public Speaking

Characteristics of Good Public Speaking or Good Speech

Techniques of Good Public Speaking

Importance of Public Speaking

Need of Public Speaking

Modes of Delivery in Public Speaking

Checklist for Effective Public Speaking

1 107

Making a Formal Speech

Delivering a formal speech is generally a high-stakes proposition. Just
remembering what youre going to say involves a choice.

Reading
Reading

Phrasing
Phrasing

Timing
Timing

1 108

Practice
Practice

Podium
Podium

Summary

In this chapter, we have studied about speaking in public, oral

communication

and telephone communication.

Voice quality, style, word choice and adaptation are four basic elements

of

good oral communication.

There is great need for learning oral communication skills because as a

manager, one has to be engaged in various tasks like meetings, discussions,

negotiations, seminars, presentations, interviews, peer conversation,
telephonic conversation.
1 109

Cont.

Moreover, oral communication is important for scholars, professional,

etc., and

1 110

it is a marketing tool too.

S. No.

Reference
No.

1.

Oral
Oral
Communication
Communication
Particulars

Slide
From To

Learning Objectives

112 112

2.

Topic 1

Introduction

113 113

3.

Topic 2

Oral Communication

114 114

4.

Topic 3

Differences between Oral and Written

Communication

115 115

5.

Topic 4

Planning an Oral Report

116 117

6.

Topic 5

Telephone Communication

118 118

7.

Topic 6

Summary

119 119

1 111

Learning Objectives
After studying this chapter, you should be able to:

Understand the concept of oral communication

Learn about oral report

Explain the planning of oral report

Differentiate between oral and written communication

1 112

Introduction

Most of the oral communication remains informal although, it is formal

in

case of meetings, telephone calls, dictations, speeches and oral

reports.

Oral communication or verbal communication is defined as the

exchange of verbal message between the sender and the receiver.

It is more immediate than written communication. It is also more

natural and informal.

1 113

Oral Communication

Defining Oral Report

Characteristics of Effective Oral Communication/Report

Need or Importance of Learning Oral Communication Skills

Three Parts of Oral Communication/Presentation

To Prepare for a Successful Oral Presentation

1 114

Differences between Oral and Written Communication

Oral reports are when you are allotted to do a report by speaking. On the
other hand, written reports are presented in writing.

Difference in content and structure

Difference in style

Difference in coverage and exposure

Difference in scope for interaction and feedback

Grandness of non-verbal language in oral presentation

1 115

Planning an Oral Report

In many ways, planning an oral report is similar to planning a written report.

Research
Research

Rehearse
Rehearse

Report
Report

1 116

One Last
OneThing
Last
Thing

Be
Be
Confiden
Confiden
t
t
Cont.

Tools For Oral Communication

Meetings

Seminars

Product and service demonstrations

Trade fairs

Interviews for jobs

Video phones

Video conference

Body language

1 117

Telephone Communication

This form of electronic communication has been around for nearly a

century.

It is the most useful and universal medium of oral communication with a

person who is not present at the same place as the sender.

The telephone instrument has evolved, over the years, into very

sophisticated

The

intercom

communication
1 118

forms with many new facilities.

is

an

internal

telephone

system

which

between persons in different parts of a building.

allows

Summary

In this chapter, we have studied about oral communication.

In business transactions, learning oral communication skills is required.

For effective oral presentation, it should be divided into three parts: (1)

introduction, (2) main body, (3) conclusion.

Ideas should be presented in a proper sequence. This will help your

audience

follow your ideas whether you are giving an informative

speech, an analytical speech or a persuasive speech.

1 119

The step by step process for preparing for a successful oral presentation.

S. No.

Technology Enabled
Enabled
Technology
Communication
Communication

Reference
No.

1.

Particulars

Slide
From To

Learning Objectives

121 121

2.

Topic 1

Introduction

122 122

3.

Topic 2

Using Technology in Communication Tasks

123 125

4.

Topic 3

E-mails in Business Communication

126 127

5.

Topic 4

Tools for Constructing Messages

128 129

6.

Topic 5

Computer Tools for Collecting Information

130 133

7.

Topic 6

Summary

134 136

1 120

Learning Objectives
After studying this chapter, you should be able to:

Describe the use of technology in communication tasks

Learn about e-mail and its role in business communication

Get to know about the tools for constructing messages

Know the different kinds of tools for collecting information

1 121

Introduction

Technology-enabled

communication,

often

known

as

computer

mediated

communication or simply mediated communication, places

technology

between the sender and receiver of a message.

This technological process carries a number of benefits, users must

also keep

some important considerations in mind when communicating

through technology.

1 122

Using Technology in Communication Tasks

Constant, dynamic innovation in both telecommunications and information
technology present numerous complexities that defy uniform public policy
prescriptions.

Businesses

Use

Communication

Technology

to

Improve

Their

Performance

SharePoint and Intranet Sites

Instant Messaging

Todays Technology is Used in Business to Communicate

Networking

1 123

Cont.

Internet

Wireless Communications

Cloud Computing

Mobile Phone

Teleconferencing

Image Scanning

RFID (Radio Frequency Identification)

Social Media

1 124

Cont.

Effects of Technology on Business Communications

Communication is Faster

Expanded Communication Opportunities

Communication must be More Deliberate

Efficiency

Documentation

Communication is More Distracting

1 125

E-mails in Business Communication

E-mail is widely used as a form of business communication and overall it is
a highly effective communication tool.

Function

1 126

Format

Etiquette

Consideration
s

Effects
Cont.

Advantages of E-mail in Business Communication

E-mail in business can be used for intra-company communications,
marketing purposes and coordinating with business partners, suppliers and
customers.

Speed

Geographic Barrier Reduction

Targeted Marketing

Efficiency

Lower Costs

1 127

Tools for Constructing Messages

Clear cut messages, brief content and purposeful subject matter are some of
the important business e-mail etiquettes that should be followed unfailingly.

Business E-mail Writing Conventions

The subject line is very important in business e-mail writing as it

conveys the intention of the e-mail and prevents it from getting mixed up
with spam, junk

and other trifling mails.

Business e-mail writing should include checks at the end to ensure that

the e-

mail address and attachments are correct, also avoid lengthy

attachments.
1
128

Cont.

E-mail Etiquette at Work

E-mail etiquette at work entails using dear sir or madam or To Whom

It

May Concern when gender of the recipient is not known.

Signature at the end should comprise of name, company details,

contact number with a business disclaimer to avoid any legal trouble.

Close the letter with a warm greeting like sincerely, faithfully, truly,

regards, cordially, etc.

1 129

Computer Tools for Collecting Information

There are a number of different kinds of tools for collecting information
about the thoughts and beliefs that different groups have about your
organisation. Let us focus on three:

Surveys
Interviews
Focus Groups
1 130

Cont.

Surveys
Surveys can be widely disseminated and are the most time-efficient
method of collecting information from respondents. People generally
respond to surveys anonymously.

Using Surveys to Gather Information

Benefits and Limitations of Surveys

Survey Analysis

1 131

Cont.

Interviews
Interviews are useful tools for gathering in-depth information from your
stakeholders. Interviews are particularly valuable because they allow you to
ask follow-up questions of interviewees when you need clarification about a
particular response.

Using Interviews to Gather Information

Benefits and Limitations of Interviews

1 132

Cont.

Focus Groups
Focus groups are useful if you want to gather a lot of information from a
group of stakeholders during a short period of time.

Using Focus Groups to Gather Information

Benefits and Limitations of Focus Groups

Conceptualisation Phase

Interview Phase

Analysing and Reporting Phase

1 133

Summary

The modern tools of communication need to be effective, keeping in

view the

needs, educational level, technologies level and financial levels

of the targeted

receiver.

Whether it is a small start-up business or a worldwide enterprise,

fostering

effective communication is critical to success. E-mail is widely

used as a form

of business communication and overall it is a highly

effective communication

1 134

tool.

Cont.

E-mail is inexpensive, only requiring an Internet connection that is

generally

already present in the business. Technology has altered modern

life in many ways, especially in the workplace. The invention of computers,

the

miniaturisation of electronics and the development of wireless

communication

have

all

communication, in particular,
due to technological

the

business

world.

Business

has seen some of the greatest advancements

developments.

Surveys are one of the most time-efficient methods of collecting

information
1 135

altered

from respondents. People generally respond to surveys.

Cont.

Interviews are particularly valuable because they allow you to ask

follow-up

questions of interviewees when you need clarification about a

particular

response.

Lastly discussed are focus groups, useful if you want to gather a lot of

information from a group of stakeholders during a short period of time.

1 136

S. No.

Personal Etiquette
Etiquette and
and
Personal
Grooming Particulars
Grooming
Reference
No.

1.

Slide
From To

Learning Objectives

138 138

2.

Topic 1

Introduction

139 139

3.

Topic 2

Meaning of Etiquette and Grooming

140 142

4.

Topic 3

Eye Contact

143 147

5.

Topic 4

Body Language

148 153

6.

Topic 5

Handshakes

154 158

7.

Topic 6

Business Cards

159 161

8.

Topic 7

Exchanging Business Card

162 164

9.

Topic 8

Workplace Habits

165 167

10.

Topic 9

Summary

168 170

1 137

Learning Objectives
After studying this chapter, you should be able to:

Understand about etiquette and grooming

Learn about etiquettes of eye contact and body language

Discuss the function of proper handshakes

Analyse the exchanging of business cards etiquette

Explain some workplace habits

1 138

Introduction

In todays highly globalized and competitive environment, executives

are expected to know the essential business etiquettes.

It means for successful and rewarding business transactions, they must

know how to conduct themselves at company meetings, parties and

dinners.

1 139

They must be aware of their companys culture and etiquettes.

Meaning of Etiquette and Grooming

Corporate Etiquettes

The word etiquette means conventional rules of social behaviour or

professional conduct. These rules are unwritten rules, which act as

norms to

be observed by all professionals who work as a team in a

particular company

or department.

This means self-discipline and respect for the conventional norms of

conduct.

If you ignore these norms of group attitude and behaviour, you run the

risk of being singled out as loners or headstrong persons.

1 140

Cont.

Personal Grooming

Outward appearance is the window of your personality to the world.

You not only dress for others but for yourself too.

External appearance is important because that gives the first

impression to

others about your personality.

Personal Grooming and Clothing Women

Personal Grooming and Clothing Men

1 141

Cont.

Two Major Reasons

Outward appearance is easier to examine and easier to improve.

Outward appearance has a more direct and immediate effect on ones

interactions with others.

1 142

Eye Contact
How and when to make eye contact depends entirely on the customs of
where you are, who you are with, and the social setting.

Making the Right Eye Contact

In business, and social settings making the right eye contact never

involves staring at someone or having a fixed gaze.

To make eye contact, look directly into the other persons eyes for 45
seconds.

1 143

Cont.

Making Eye Contact in the United States

In the United States, making eye contact is interpreted as showing

interest, paying attention, and a sign of self-confidence.

Unless, the situation itself is confrontational in nature, it is generally

acceptable for children, adults and people of both sexes to make eye

contact with other people.

1 144

Cont.

Making Eye Contact In European Countries

Most European eye contact customs are similar to those in the United

States,

especially in such countries as Spain, France and Germany.

In France, making eye contact with a stranger may be interpreted as

showing interest.

1 145

Cont.

Eye Contact in Most Asian, African and Latin American

Cultures

Extended eye contact can be taken as an affront or a challenge of

authority.

Generally, only sporadic or brief eye contact is considered acceptable.

This is

particularly true in Asian cultures where people are from different

professions or social levels.

Example: In China and Japan, children show respect to elders by not

making intense eye contact; employees would not make eye contact
Cont.

1 146

with

employers; students would not force eye contact with teachers,

Eye Contact Etiquette in Middle Eastern Cultures

In general, Middle Eastern cultures, particularly among Muslims, do not

see as direct eye contact between the sexes as being appropriate.

Business women traveling to the Middle East may draw attention

simply for

being different and some men may try to make eye contact.

However, be advised that making or holding eye contact can

communicate
curious.
1 147

the message that your interest is less than casual or

Body Language
Body language can make or break a deal. How you carry yourself

when

engaged in conversation is often as important as what you say.

Body language is nonverbal, but it communicates volumes about you

nonetheless.

1 148

Cont.

Standing

with

1 149

When you stand, keep your back straight, middle section in alignment
your back, shoulders back and head up.

This posture connotes comfort with yourself and ease in the situation.

Cont.

Sitting

Take care in the way you sit, for no other position connotes so much on

its

own.

Think of the diversity of sitting positions that youve seen in business

meetings, from practically horizontal to alert and upright.

1 150

Cont.

Hands

Some people talk with their hands; others stand with their hands glued

to

their sides.

Most people havent the foggiest notion what their hands are doing

when

they talk.

Using your hands can be effective sometimes, aggressive sometimes,

and irrelevant most of the time.

Controlling your hands takes effort and willpower. Monitor your hand
movements.

1 151

Cont.

Head Movements

Head movements communicate important information.

Nodding in agreement can be immensely helpful to others, but too

much

1 152

nodding makes you look like a bobble-head doll.

Cont.

Facial Expressions

Facial expressions are crucial in your repertoire of body language. No

other

part of your body can convey the immense richness of nonverbal

communication that your face does.

Example:

Smiles

nonaggression. But
other person.

1 153

are

important

signals

of

generosity

and

forced smiles signal that you can barely tolerate the

Handshakes
A proper handshake is required to show courtesy to other businessmen.

Function

Business etiquette concerns to the practice of observing social norms

designed to show courtesy to other people in a professional setting.

1 154

Cont.

Misconceptions

Proper handshake etiquette includes not just hands, but also

positioning

the

body

properly

and

giving

off

good

nonverbal

communication.

As you approach somebody, make eye contact without staring, and

offer a

1 155

quick smile.

Cont.

Giving a Good Handshake

Whenever shaking the hands, make sure your right hand is open so the
lower joint of the thumb of both parties touch.

The grip should be firm not limp or so strong that it hurts the other

person.

1 156

Cont.

Benefits

A business handshake can help or hurt, when you negotiate a business

deal.

A proper handshake, on the other hand, gives off good body language,

starts

1 157

a meeting off with energy and shows your exuberance.

Cont.

Tip

Most business cultures use the handshake as a greeting, but not all do

so in

the same way. Research the proper business greeting etiquette of

other

cultures.

Example: In Japan, people greet each other with a bow, but have

become

accustomed to handshakes because so many foreigners do

business there.
The French, use a

1 158

People in other countries use variations of a handshake.

light grip and a single pump.

Business Cards
When you give someone your business card, youre introducing yourself on
paper.

Presenting your Business Card

Always present your business card in your right hand, or in both hands.
Never pass out your business cards as though you were dealing a

poker

only
1 159

hand.

Look the individual in the eye and smile when presenting the card. Not
is it good etiquette, it shows them youre engaged with them.
Cont.

Receiving a Business Card

was

When being given a business card, accept the card in the same way it
presentedeither in your right hand or both hands.

Take a few moments to study the business card, commenting on it and

clarifying information before putting it away.

1 160

Cont.

Basics of Card Layout

Generally a business card includes the name of the person, the

company

name, a company logo if applicable and the relevant contact

information

(street address, postal coding, country, telephone and fax

numbers and email

1 161

addresses.)

Exchanging Business Card

Business cards are internationally distinguished as a means of introduction
and information exchange but in many cultures they are also seen as a
representation of the individual.

1 162

Cont.

Translating Business Cards For International Use

It is regarded courteous to provide a translation of the card information

on

the reverse side. Employ a professional translator or agency. Do not

allow

any embellishment of the basic information.

Transliterating titles has become increasingly acceptable in recent

years but

it is more important that the rendering of the title indicate

your position in

1 163

the company hierarchy.

Cont.

Exchanging Business Cards Internationally

Understanding the norms and values of the local culture while traveling
internationally helps to avoid giving offense. Observing the appropriate
etiquette communicates respect and facilitates communication. Consider
the following examples of foreign business card etiquette.

Japan

China

Korea

India

Other Nations

1 164

Workplace Habits
Some essential skills enable people to perform tasks required by their
occupation and other activities of daily life.

Punctuality

What it Communicates?

What it Achieves?

Workplace Effects

Personal Effects

1 165

Cont.

Prioritizing Work

Planning can help alleviate workplace stress and increase productivity.

Rather than plan work for your small business too far in advance, do it

daily,

modifying your agenda for the next day according to new priorities

and unfinished business from the day before. This can help you accomplish
goals

1 166

more efficiently.

Cont.

Staying Positive
Be
Be
appreciativ
appreciativ
e
e

Recharge
Recharge
yourself
yourself

Stayin
Stayin
g
g
Positiv
Positiv
e
e

Volunteer
Volunteer
your time
your time
1 167

Avoid
Avoid
negative
negative
work
work
attitudes
attitudes

Summary

In business, as in life, etiquette is a self-rewarding trait of appropriate

conduct. The first impression of any individual is created by external

appearance. Even products are thoughtfully packed for instant appeal. It is
imperative that we take utmost care of our appearance; of which our clothes
and grooming are an integral part.

The word etiquette means conventional rules of social behaviour or

professional conduct.

1 168

Outward appearance is the window of your personality to the world.

Cont.

In business, and social settings making the right eye contact is utmost
essential and never involves staring at someone or having a fixed gaze.

Equally crucial is body language, which can make or break a deal. How

you carry yourself when engaged in conversation is often as important as

what you

say. Body language is nonverbal, but it communicates volumes

about you

nonetheless.

Facial expressions are crucial in your repertoire of body language.

Also, a proper handshake is required to show courtesy to other

businessmen.

A good handshake not only makes you look more

professional, but it could

influence a significant business decision, such as

whether you strike a big deal

1 169

or get a new job.

Cont.

When you give someone your business card, youre introducing yourself

on

paper. A business card is a representation of who you are so be sure that

the card is in pristine condition before you hand it over.

The basic etiquette rule is to present your business card in the best

manner in

which you would present yourself.

Some essential skills enable people to perform tasks required by their

occupation and other activities of daily life like punctuality, prioritizing work,
staying positive, etc.

One should evolve ones own signature style.

Today time is thus utilized to the fullest and business is not limited to

closed

rooms, it is all encompassing, the concept of power brunches,

lunches and dinners is an accepted way of doing business.

1 170

S. No.

Reference
No.

1.

Aspects of
of
Aspects
Communication
Communication
Particulars

Slide
From To

Learning Objectives

172 172

2.

Topic 1

Introduction

173 173

3.

Topic 2

Cultural Aspects of Communication

174 176

4.

Topic 3

Intercultural Communication

177 179

5.

Topic 4

Multicultural Communication

180 182

6.

Topic 5

Ethical Aspects of Communication

183 183

7.

Topic 6

Legal Aspects of Communication

184 185

8.

Topic 7

Summary

186 189

1 171

Learning Objectives
After studying this chapter, you should be able to:

Discuss the cultural aspects of communication

Understand the multicultural and intercultural aspect of

communication

Elucidate the ethical aspects of communication

Explain the legal aspects of communication

1 172

Introduction

Communication is invariably in a cultural context and includes words,

intonation, gestures, a continuum of styles, and shared meaning.

The communication aspects provide a way of depicting the differing

orientations of social activity relating reading, writing, speaking,

listening

1 173

and/or numeracy.

Cultural Aspects of Communication

Its no secret that nowadays workplace is rapidly becoming immense,

as the

environment of business grows to comprise several geographic

locations as well as span various cultures.

Communication to a great extent is determined by culture andcultural

variables.

cultural aspects of communication are the cultural differences that

affect

1 174

communication across borders.

Cont.

The impacts of cultural dissimilarities on communication component

are elucidated below:

Verbal communication

Itrelates to form of communication which uses spoken and written

words for

conveying and transmitting opinions as well as thoughts.

Language

communication

1 175

is

regarded

as

the

most

significant

tool

of

verbal

and it is the part where cultural differences play its role.

Cont.

Non-verbal
communication

Proxemics
Proxemics

Kinesics
Kinesics

Artifactics
Artifactics

Paralinguistics
Paralinguistics

Chronemics
Chronemics

1 176

Intercultural Communication
The term intercultural communication is often used to refer to the

wide

range of communication issues that inevitably arise within an

organization composed of individuals from a variety of religious, social,

ethnic, and

technical backgrounds.

The importance of effective intercultural communication can hardly be

overstated.

Indeed, as Trudy Milburn pointed out in Management Review,

communication serves not only as an expression of cultural background,

but as a shaper of cultural identity.

1 177

Cont.

Language: Cornerstone of Intercultural Communication

Differences in culture reflect themselves in a variety of ways.

For instance, one cultural norm may have a significantly different

conception

of time than another, or a different idea of what constitutes

appropriate

body

language

and personal

space

when engaged in

conversation.

But most researchers, employees, and business owners agree that the

most
concerns
1 178

important element in effective intercultural communication

language.
Cont.

Diversity/Intercultural Communication Policies

In recent years, many companies of various shapes, sizes, and

industry

celebrate

sectors

have

embraced

programs

designed

to

diversity and encourage communication between

individuals and groups from different cultural backgrounds.

Most business owners recognize that their companies are far

more

likely to be successful if they are able to establish effective

systems

of intercultural communication between employees of

different

religious, social, and ethnic backgrounds.

1 179

Multicultural Communication
The term multicultural is adopted here to highlight the multi-layered
nature of the situations in which corporate communication across cultures
(especially

in

English)

today

takes

place.

Some

language

and

communication tips to managers of culturally diverse teams:

Simplify your message by using less complex sentence structures and

vocabulary.

Never shout to be understood.

Define the meaning of critical technical words and acronyms.

Avoid non-standard abbreviations, such as U R for you are.

Be patient and try to follow team members ideas and logic, which may

be

different from yours.

1 180

Cont.

Tips for Native English Speakers

Avoid isnt it? questions. Because this way of formulating questions

does

not exist in many other languages, it can be confusing for non-

native English

speakers.

Example: To the question, You are coming, arent you? they may
answer, Yes (I am coming) or No (I am coming), depending on how they
interpret

the question.

Ask the person if he/she wants help with finding words that might

convey their meaning.

If you do not understand a word, ask the person to spell it, write it

down, use

a synonym or say the word in his/her native language and

have someone else

translate, if possible.

Try to involve non-native English speakers, particularly during

brainstorming sessions, by asking explicitly for their input.

1 181

Cont.

Tips For Non-native English Speakers

If you do not mind people suggesting words so that you can

communicate

more quickly, say so.

Try to participate in discussions, especially brainstorming sessions,

even if

you feel uncomfortable.

If your organization offers ESL courses, take them, even if your English

is

already functional. Courses designed to help you modify your accent to

make

it more understandable by native English speakers can be

particularly

beneficial.

Keep a dictionary handy and make sure the words you use mean what

you think they mean.

1 182

Cont.

Ethical Aspects of Communication

Characteristics of Ethical Communication

Fundamental Assumptions of Ethical Communication

Factors Affecting Organizational Ethics

Key Areas for Ethical Communication

Ethics and Organizational Responsibility

1 183

Legal Aspects of Communication

1 184

Defamation
Defamation

Invasion of
Invasion
of
Privacy
Privacy

Misrepresentation
Misrepresentation
and Fraud
and Fraud

Other Legal Areas

OtherinLegal
Areas
Business
in Business
Communication
Communication

Cont.

The following are the basic legal aspects in business

communication:

Date

Address

Company seal and mono:

Time of receiving the communication:

Time of sending the communication:

Technical language:

Signature

1 185

Summary

Effective communication in organizations is always embedded with the

ethical

aspects of communication. With growing complexity in businesses, it

has become imperative for organizations to have a sound value system and to
try to

instill a reasonable level of ethics in the employees.

Ethical issues related to business communication are one such issue.

Understanding the ethics of communication helps us to communicate

effectively.

The chapter discusses meaning, characteristics, fundamental assumptions

and factors affecting organizational ethics in communication. The ethical

dilemmas

Ethics is often a communication issue. Your employees and co-workers

learn
1 186

facing managers are also discussed.

about your ethics and values by observing your actions.

Cont.

Modelling ethical behaviour is an important managerial tool.

The chapter also discusses personal ethics in communication.

Your family and peers influence your personal ethics. Other factors that
influence your culture, philosophy, local, state, and federal laws, and even

your

religious perspective.
Managers need to be aware of these influences, especially are monitoring

their

ethics

in

communication, and in

written

and

spoken

messages,

in

cross-cultural

advertising.

The chapter, has discussed guidelines that help you focus on key ethical

areas.

The chapter also examines how ethics are communicated in organizations

using

downward communication and how ethical values and statements

also emerge from the lower and middle echelons of the organization. Both are
viable ways by

1 187

which organizations create ethical values.

Cont.

While communicating, a few legal issues are to be kept in mind.

Defamation, misinterpretation and fraud, publication, employment, computer

data security,

etc., are important, especially in business dealings.

The chapter further discusses the various legal aspects in business

communication.

To deal with the legal aspects, an organization may also formulate a

communication policy. Communication policy and its specifics are discussed.

The chapter also discusses basic legal aspects in business communication

defamation, misrepresentation and fraud and invasion of privacy.

1 188

1 189