It covers all the point about effective communication

1. Effective Communication

2. Business communication process,
types, importance and barriers

3. Communication includes
 Spoken or Verbal Communication
 Words written or spoken
 Non Verbal Communication
 Communication by means of facial expressions, body
language, style of dress

4. Barriers

5. Communication Process
1. Sender wishes to share information with other person
2. Message –what information needs to be communicated
3. Encoding – sender translates the message into
symbols, body language or language
4. Medium – pathway through which the encoded
message is sent
5. Decoding – critical point where the receiver interprets
and tries to make sense of the message
6. Post that the feedback process starts – where the
receiver decides what message to send back to the
sender

6. Types of Communication
Internal
communication
 Formal Communication
 Downward Flow
 Upward Flow
 Horizontal/Lateral flow
 Informal communication
 Grapevine
External Communication
 Formal Communication
 Informal
Communication
Grapevine is a form of external
communication too
Vertical

7. Types of communication
Internal Communication
 Communication which takes place amongst the
participants in the business environment
External Communication
 Communication between people in the organization
and the outside world

8. Formal Communication
Formal communication is highly structured and works
within a set of disciplines, rules etc
 Upward communication – flow of information from
lower levels to higher levels in an organization
 Helps in giving feedback, empowerment, creativity ideas, suggestions
 Downward communication – flow of info from higher
levels to lower levels in an organization
 Helps in translation of goals, morale boosting,
 Horizontal communicaiton – flow of information
between people at similar levels in an organization
 Critical in coordination, attainment of goals

9. Informal communication/Grapevine
 Informal communication is characterized by
conversations between employees that do not follow
any prescribed structure or rule based system
 Grapevine also spreads very quickly
 Takes the form of gossip
 Governed by social and personal relationships rather
than official roles and formalities

10. Examples
The manager calls an employee to his chamber and
talks with him for sometimes relating to official
work. Rumor is spread that the employee will be
promoted to higher position ignoring the promotion
of other employees.
Due to delay in supply and shortage of raw materials
the work in a factory has been stopped for a few days.
The workers made it a rumor that the management
authority is going to retrench a large number of
employees soon.

11. Importance of grapevine communication
 It is an indispensable part of communication
 Grapevine communication sometimes contains more
information than formal communication
 For example : if you take a formal feedback from employees
about morale you are likely to get less info than informal
discussions
 Helps relieve stress, monotony and builds
relationships - People work together and hence it is
natural- people want info about others salaries,
information, affairs, marriage etc.
 Grapevine is faster than formal communication

12. Disadvantages of grapevine communication
 Inaccurate information, half truths can be spread
 Emotions and sentiments can change the meaning
 Noone can be held responsible for wrong
information
 Not reliable
 Creates conflict

13. How to make the grapevine beneficial
 Providing real news to grapevine initiators so that
real facts can be transmitted
 Considering grapevine as a tool to figure out the
“mood/pulse” of the organization
 Management should immediately put to rest any
false rumour
Reduce grapevine – by good communication,
empowering employees (so that they understand
what is happening), creating a good org culture

14.  You could be given a paragraph and you need to
interpret
 the communication process basis the steps described
previously
 Type of communication
 Or you may be asked to give a response to the same

15. Why is communicating effectively important
Consequences of Ineffective
communication

16. Advantages of good communication skills
in businesses
 Effective communication is a pre-requisite for
attainment of organizational goals
 Coordination of work would be impossible
 Cooperation is also difficult
 Helps boost employee morale
 Shape impression of internal and external
stakeholders
 Employees feel well informed of the company’s goals
direction and vision
 Helps implement change For questions like this – write
corresponding to the marks
for the question

17. Barriers to Communication
SEMANTIC BARRIERS
Vocabulary
Jargons
Euphemisms
Slangs
Abstract and ambiguous
words
Wrong translations
Know barriers and how to
overcome them

18. Socio Psychological Barriers
 Perception difference
 Attitudinal Difference
 Conflicting Signals
o Emotional Conflicts
o Poor Listening
o Poor retention
o Premature evaluation
Barriers to Communication
Personal Barriers

19. Barriers to Communication
Physical barriers
 Noise
 Distance
 Faulty equipment
 Time
Organizational Barriers
 Structure
 Rules and regulations
 Role and Status
 Superior –subordinate relationship

20. 7 C’s of communication
 Completeness
 Conciseness : conveying what you want to convey in least
possible words
 Consideration : Self respect of the audience is maintained
and your message suits the audience
 Clarity : emphasis on a specific message rather than
trying to achieve too much
 Concreteness: Clear, non fuzzy, have facts and figures
 Courtesy : Sender’s expression, body language
 Correctness – no grammatical errors

21. Non Verbal Communication – Body language
 Eye Contact – Maintaining eye contact with audience –
move from face to face and don’t ignore some parts of the
audience
 Good posture, shoulders back – no slouching
 Do not cross arms or put hands into pockets
 Body should be neutral with hands on the sides – no
arms folded. Use your hands sparingly (don’t move
hands too much)
 Move around your presentation space
 Don’t scowl at the audience, smile
 Modulate your voice
 Power Pose, no slouching
Feel free to add your own
points – from what you have
learnt in class

22. Effective Listening

23. Effective listening
Listening Process
 Sensing/Selecting stage – though auditory or visual
clues – sometimes you encounter perception,
environmental barriers at this stage
 Interpreting stage – here you can encounter language,
environmental and psychological barriers
 Evaluating stage – formed by your beliefs, opinions,
surroundings etc
 Responding stage
 Memory stage – 35% of what we hear we call for 8
hours, 20% after a day

24. Listening Skills
 Listening – ATTENTIVENESS and INTEREST
perceptible in the posture as well as expressions
Hearing Listening
Perceiving Sounds Listening with
understanding
Passive Activity Active Process
Effortless Activity Requires conscious effort,
concentration and interest
Involves both physical and
psychological efforts
Effective listening requires both deliberate efforts and a keen
mind

25. Characteristics of a good listener
 Is attentive
 Do not assume
 Listen for feelings and facts
 Concentrate on the other speakers kindly and
generously
 Opportunizes – “whats in there for me”

26. As a manager why effective listening is important
 Shows a concern for subordinates and that fosters
trust, confidence and cohesive bonds
 Reduces interpersonal conflict and increases the
likelihood that when conflicts emerge there will be a
“win-win” situation
 If you listen to people you will know what makes
them “tick”
 You know what will motivate or encourage them and
what can help them improve.

27. How skilled communicators respond while
listening
 Match your response to the situation – differentiate
coaching from counseling.
 Coaching is providing advice and information or
setting standards to help your employees to improve
their skills and their performance.
 Counseling is helping subordinates recognize and
address problems involving their emotions,
attitudes, motivation, or personalities.
 When you are counseling – you need to “reflect” and
“probe” rather than “advise” or “deflect”

28. Bad Listeners/Characteristics of bad listeners
 1. The Faker-All the outward signs are there: nodding,
making eye contact, and giving the occasional uh huh.
However, the faker isn’t concentrating one the speaker.
His mind is elsewhere.
 2. The Interrupter-doesn’t allow the speaker to finish and
doesn’t ask clarifying questions or seek more information
from the speaker. He too is anxious to speak his words
and shows little concern from the speaker.
 3. The Intellectual or Logical Listener- This person is
always trying to interpret what the speaker is saying and
why. He is judging the speaker’s words and trying to fit
them into his logic box. He rarely asks about the
underlying feeling or emotion attached to a message.

29.  . The Happy Hooker-The happy hooker uses the speaker’s words
only as a way to get to his message. When the speaker says
something, and frankly, it could be anything, the happy hooker
steals the focus and then changes to his own point of view,
opinion, story, or facts. Favorite hooker lines are, “Oh, that’s
nothing, here’s what happened to me”… “I remember when I
was”…
 5. The Rebuttal Maker-These listeners only listen long enough to
make a rebuttal. His point is to use the speakers “words against
him”. At his worst, he is argumentative and wants to prove you
wrong. At the least, the person wants to make the speaker see
the other point of view.
Bad Listeners/Characteristics of bad
listeners

30. Bad listeners
 6. The Advice Giver-Giving advice is sometimes
helpful, however, at other times, this behavior
interferes with good listening, because it does
not allow the speaker to fully articulate his
feelings or thoughts; it doesn’t help the speaker
solve his own problems; it prohibits venting; it
could also belittle the speaker by minimizing
his concern with a quick solution. Well-placed
advice is an important function of a
salesperson. However, advice given to quickly
and at the wrong time is a turnoff to the
speaker.

31. Effective listening
 Look at the speaker in the eye
 Avoid interrupting and wait to interject at the right time
 Be prepared to listen – relax your body and mind – Clear
your mind of distracting thoughts by breathing in
deeply.
 Learn to keep your mind from wandering - Journaling is the
most effective way to train your mind to listen. Get quiet every day for at least
20-30 minutes and tune out all noise and distractions. Then ask yourself a
question you want answered about your life or career. Sit, listen and record
your resp
 Be open minded – don’t judge, justify or interrupt
 Practise the art of mirroring
 Give positive non verbal feedback

32. Business Writing

33. Adapting to your audience –
What’s in it for me?
 The “you” attitude – Write from the perspective of
the other person
Tuesday is the last day that we can promise a quick
response to your purchase order requests – we are
swamped for the rest of the week
Better way to respond:
If you need a quick response, please submit your purchase order requests by
Tuesday.
You failed to deliver the customer’s order on
time
The customer didn’t receive the order in time
However be cautious with the use of You

34. Adopting to your audience
 Adapt your message to the audience
 Who is your audience
 What is the tone you need to use
 What is the
 Maintain standards of etiquette
Don’t use:
‘Once again you have managed to bring down the entire website
with your incompetent programming’
‘You have been sitting on the order for 2 weeks – we need it now’
 Emphasize the positive
Don’t use:
We wasted 3,00,000 in advertising and got no results
We will notify the credit agency if you don’t pay your bill in 10 days
 Avoid bias free language

35. Suggestions of how to write
 Use familiar words
Don’t use
Company operations for the preceding accounting period terminated
with a deficit
 Don’t use cliché and slang
 Words like –”for real”, “no worries”,”sweat”
 Clichés – with all due respect, the fact of the matter, at the end of
the day, Basically, giving it a 110%
 Use precise language
Don’t use
 I will give it to you soon
 There was a huge increase
 I will do well

36. Suggestions on how to write
 Be careful with the use of idiom – because they can
be misunderstood
 An idiom is a phase or sentence that means something else
 For example: riding high on success, break the ice, get cracking
 With technical terms use the right word
 Sell, market, advertise, promote
 Improve enhance fix correct
 Appropriate usage of words
These are not correct
Authority about In accordance to
Comply to In search for
Different than Based off on
Equally as bad
You may be asked to corre
grammar, meaning of wor
idioms etc

37. Suggestions on how to write
 Use active verbs to make things more interesting
There are over 300 customers helped by our help desk
everyday. The help desk’s personnels main tasks are to
answer question, solve problems and educate the callers
about the software.
Active verb
Our helpdesk helps 300 customers everyday. The main
tasks are to answer questions, solve problems and
educate callers on the software

38. Email Business Writing
 To: Include the email address of the receipt
 CC: Courtesy copy – who do you mark in CC
 Bcc : Blind Courtesy copy
 Subject: this line describes the message as precisely
as the situation permits.
 Attachment
 Message

39. Email Business writing
In the message
 Have a professional signature which tells the recipient
who you are and how to contact you
 Use a professional salutation
 Don’t use humour
 Don’t assume the recipient knows what you are talking
about – include subject and any reference of previous
conversations in your email – this should be in the
beginning of your email
 Don’t!!! Use exclamation marks
 U can write u in a professional email – avoid using slangs
and short cuts

40. Email asking for extension in project submission
To : natasha.menon@nmims.edu
Cc: All Class
Subject : Request for submission date to be extended to Aug 20th
Dear mam/Good Evening mam,
This is with reference to our email assignment due on Aug 17th. On behalf
of the class, I would like to request of the date can be extended to Aug 20th.
We have an assignment due in two other subjects on the dates between
17th to 20th and with the workload, we feel we may not be able to do justice
to all the assignments.
Apologize for any inconvenience this may cause and request that you
consider our request.
Regards
ABC
Class Representative)
(on behalf of Bsc Eco Sem 1)

41. Assignment 1
To: _____@gmail.com
CC: ma@nmims.edu
Subject : Internship offer
Dear Sir,
This is with regard to the internship offer in marketing that I received
from your company dated ____ . Unfortunately I am unable to accept
the offer as the internship dates clash with my end term exams.
I apologize for the inconvenience caused and thank you for the
opportunity.
Regards
Natasha Menon

42. Assignment 2
To: ___@gmail.com
CC: aura@nmims.edu
Topic : Invitation to be a Judge at NMIMS’s Aura’20
Dear Sir,
On behalf of NMIMS Bengaluru I would like to invite you as a judge for our fashion
show which will be a part of Aura’’20. Aura is NMIMS Bengaluru’s intercollege
festival and close to 40 colleges from across India participate in the same. This year
Aura is planned to be during ____
The fashion show is our flagship event and will be held on____ at ___ at ____. We
would be honoured if you could join the judging panel and encourage young
students.
My team will get back to you with further details and if you would require any further
clarifications, please do mail me at this address or call me on ______.
Looking forward to your response
Regards
Natasha

43. Voice Modulation, Audience
Engagement, Reading
comprehension & Resume

44. Voice Modulation
 Be Loud – don’t strain the audience
 If you are soft spoken or to train your voice count from 1 to 10
in increasing volume and 10 to 1 in decreasing volume. 1
should be audible and 10 should not hurt the ears
 Your voice should oscillate between being loud and soft
 Emphasize on key words so that listeners remember
 Clarity of words – People often start the sentence
loud and towards the end the sentence cant be heard
 Enunciate the words – open your mouth and speak
 Pause for effect

45. Audience Engagement Techniques
Read the same for tips
https://www.engagingleader.com/26-ways-to-engage-
your-target-audience/

46. Reading comprehension, Precise writing
 As explained in class and discussed
 Precise Writing
 Stick to the words in case of precise writing
 Reading comprehension
 questions related to the passage -

47. Resume Writing
 As discussed in class and feedback given in
assignment – please read
 Covering letter
 Why you want to apply for this job in the company – explain why
the company or the position excites you.
 What interests you in the company/position and how would you
help the company
 What else about you should the company know (not factual
information which is there in the CV – interesting things or things
you feel help you get noticed)

48. Presentations & Group
Discussions

49. Presentations
All presentations should have the following framework
 Beginning – Introduce the problem and the how you
will deal with it
 Middle – How what you are talking about makes
sense
 End – Draw the conclusion, expected results
You may be asked to prepare
slides on a topic.
In the paper – write points
which will be covered in each
slide basis the topic
Make sure you follow the
rules of good slides as
described in the following
slides

50. Basic rules of making effective slides
 Keep your slides simple – are there slides you can
eliminate?
 Use a simple presentation designs – preferably a
white background with black font
 Can your presentation be read from the back of the
class
 Use simple font and ensure the font, bullets, and font
size remain the same through out the presentation
 Avoid using too many functional animations –
bullets points flying in etc

51. Basic rules of making effective slides
 Limit each slide to one thought or concept or idea
 Limit text content to not more than 7-8 lines (Preferably
lesser)
 Write short bulleted phases rather than long sentences
 Use sentences only for a quotation or when you want to
quote something verbatim
 Use the Active voice
 You may use Visuals to text – if the visuals confirm the
same idea in a better form
 If using charts etc – keep only relevant details in the slide

52. Other important aspects
 Title Slides – should convey the complete message
 In order to be more effective you can give out
handouts which support your presentation

53. Group Discussions
 Be respectful of others
 Pay attention to everyone
 Learn to stand out
 either by making a good point and ensuring the group
discusses it
 Or constantly making decent points
 Or leading the group/modulating
Feel free to add your own
points on the same

54. Interviewing Process

55. Types of Interview
 Screening interviews
 First level screening to check suitability, tends to be questions
and answers, more factual based
 Selection Interview
 Structured vs Unstructured Interviews
 Panel and group interviews
 Behavioural, situational, Working and Stress
Interviews

56. What do employees look for in an interview
 Go beyond your resume
 Can this person handle the responsibilities of the
position
 Are you a good fit for the organization.

57. Preparing for an interview
 Learn about the organization
 What the organization is about
 What the role is about
 Learn about the people interviewing you using sources like
LinkediN
 tions

58. Types of questions you may be asked
 Permission questions – usually used at the beginning
to put ppl at ease
 Factual Questions – low risk and attempt to obtain
objective data
 “Tell me about” questions – most important
 Feelings questions – get subjective data on other
party’s feelings beliefs and values
 Checking questions – to make sure they have
understood your viewpoint

59. Prepare ahead for questions
 Tell us about yourself – create a “me story” in
advance
 Where I have been: give a flavour of the person you
 Have been an honours student, pursued dance all my life
 Where I am now -
 At the moment, I am studying this, doing this
 Where I want to be
 I feel that because of these reasons, this is what I want to pursue

60. Other important questions
 Why do you want to be in this field, or this company
or this role?
 Issues that show up in your CV
 Your CGPA is low, no extra curriculars, break in your CV,
constant job rotation etc
 Where do you want to be 5 years from now
 What didn’t you like about your internship/previous
job
 What is the hardest decision you have had to make,
what is your greatest weakness, how do you spend
your free time

61. Prepare for questions you would like to know
 About the company
 About the role
 How the role matters in the company
 Company’s plan for the next few years

62. Boosting your confidence
 Remind yourself that you have value and they
potentially see it because they have shortlisted you
 Don’t dwell on your weaknesses, focus on your
strengths
 Rather than thinking about how you can overcome
your weakness or succeed in the interview – focus on
how you can help the organization succeed, your
value to the organization
 More prepared you are – the more confident you will
be

63. Polishing your interviewing style
 Mock interviews
 Record it and refine it
 Look at non verbal cues
 Do you come across as alert and upbeat or passive and
withdrawn
 Pay attention to your speaking voice – monotone or not
 Filler words – ummm, ahs, “ki”, “like”

64. Presenting a professional image
 The way you dress
 Manners – handshake, eye contact, waiting until
asked to sit
 The “attitude” with which you ask or answer
questions – don’t be arrogant, defensive or
unpleasant

65. What interviewers don’t like to see
1. Poor personal appaearance
2. overaggressive, know it all attitude
3. Inability to express ideas clearly,
poor voice or grammer
4. Lack of knowledge
5. Poor preparation for the interview
6. Lack of interest in the job
7. Lack of purpose or goals
8. Lack of enthusiasm
9. Lack of confidence and poise
10. Insufficient evidence of
achievement
11. Failure to participate in extra
curricuulars
12. Poor scholastic record
13. Unwillingness to start at the
bottom
14. Tendency to make excuses
15. Evasive answers
16. Lack of tact, maturity
17. Lack of social skills
18. Failure to look the interviewer in
the eye
19. Limp weak handshake