2. COMMUNICATION رابطہ
Communication is process of
sending and receiving messages –
sometimes through spoken or written
words and some times through non-
verbal means as a facial expressions ,
gestures or voice quality.
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Management System Development
3. BUSINESS COMMUNICATION کاروباری
رابطہ
To compose effective written or oral
messages, you must apply certain
communication principles.
These principles provide guidelines
for choice of content & style of
presentation, adapted to the purpose
& receiver of your message.
Called the seven C’s
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Management System Development
5. COMPLETENESS
تکمیل
Your business message is complete when it
contains all the facts reader needs for the
reaction you desire.
Completeness offers numerous benefits.
First: Complete message are more likely to bring
the desired results without the expense of
additional messages.
Second: They can do the better job of
building goodwill.
Last:
1. Provide all necessary information
2. Answer all questions asked
3. Give something extra when desirable 5
Management System Development
6. PROVIDE ALL NECESSARY
INFORMATION
One way to help make your message
complete is to answer the five W questions.
Example: To reserve a hotel banquet room
for auditor.
1. (Who) Auditor Name
2. (What) Specify the accommodation
needed
3. (When) Date & Time
4. (Where) Company
5. (Why) Audit
The five question method is especially useful
when you write Request, Announcements
etc.
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Management System Development
7. CUSTOMER POINT OF VIEW
5 W’s
• What To Buy ?
• How Much To Buy ?
• Where To Buy ?
• When To Buy ?
• How To Buy ?
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Management System Development
8. ANSWER ALL QUESTIONS ASKED
Whenever you reply to an inquiry try to
answer all questions.
A prospective customer’s reaction to an
incomplete reply is likely to be
unfavorable.
The customer may think the respond is
careless is purposely trying to conceal
weak point
If you have no information on particular
question, say so clearly
If you have unfavorable information in
answer to certain questions, handle your
reply with both tact & honest.
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Management System Development
9. CONCISENESS
مختصر
Conciseness is saying what you have to
say in fewest possible words without
sacrificing the other C qualities.
A concise message is complete without
being wordy.مشتمل پر الفاظ زیادہ سے ضرورت
A concise message saves time
& expenses for both sender &
receiver.
Examples: From the book.
Include only relevant material.
Avoid unnecessary repetition. 9
Management System Development
10. Examples
1.When will you come?
When will you come at home?
I will come 12 midnight / 12 Noon
12 midnight / 12 Noon
Midnight / Noon
2.What is your name?
What’s your name?
My name is Tariq.
“Tariq”
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Management System Development
11. CONSIDERATION
غور
Consideration means preparing every message with
receivers in mind;
Try to put yourself in their place & you must be aware
of their desires, emotions & probable reactions to
your request. Expels 4rm Book
Focus on You instead of I
This thoughtful consideration is also called “you
attitude”, or understanding of human nature.
Show Audience Benefit in the Receiver
To create considerate, audience-oriented messages,
focus on how message receivers will benefit, what
they will receive & what they want or need to know.11
Management System Development
12. CONCRETENESS
پن ٹھوس
Communicating concretely means being specific
,مخصوص definite, & vivid ،پریقیناورروشن rather than
vague & general. غیرواضحاورعام
The benefits to business professionals of using
concrete facts & figures are obvious:
Your receiver know exactly what is required or
desired.
Using concrete language has some additional
advantages. Concrete messages are more richly
textured than general or vague messages.
Examples.
Use Specific Facts & Figures
Put Actions in Your Verbs
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Management System Development
13. EXAMPLE
Concreteness
Customer Asked:
Please send me your company address.
Reply:
HT/3 Landhi industrial area, Karachi, Pakistan
Customer Asked:
Pls. send me your company specification
Reply:
Sir we are manufacturing of Yarn and dyed Fabric
Conclusion:
Always write on a very solid ground. It should definitely create
good image as well.
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Management System Development
14. CLARITY
وضاحت
Getting the meaning from your head into the
head of your reader accurately – is the purpose
of clarity.
Certainly you know it is not simple we all carry
around our own unique interpretations, ideas,
experiences associated with words.
Choose Precise, Concrete, & Familiar Words.
Clarity is achieved in part through precise &
familiar language. When you use precise or
concrete language you select exactly the right
word to convey your message.
Familiar words as b/w 2 good friends, 14
Management System Development
15. EXAMPLE
Customer asked:
Can you manufacture 300 bags in a day?
Answered should be cleared like:
Yes we can or No we can not
Conclusion:
Always make your answer clear with every one.
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16. COURTESY
اخالقی خوش
True courtesy involves being aware not only of
the perspective of others, but also their feelings.
Courtesy stems from a sincere you attitude
It is not merely to show politeness with
magnetized assertion of “please” & “thank you”.,
but it is politeness that grows out of respect &
concern for others
For this one should need to be Sincerely
tactful, thoughtful & appreciative.
Use expressions that shows respect.
Choose non-discriminatory expressions
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Management System Development
17. CORRECTNESS
درستی
At the core of correctness is proper grammar,
punctuation, & spelling.
However a message may be perfect
grammatically & mechanically but still insult
or a lose customer.
The term correctness as applied to business
messages also means the following 3
characteristics.
1. Use the right level of language
2. Check accuracy of facts, figures & words
3. Maintain acceptable writing mechanics. 17
Management System Development
18. Examples for Correctness
Suppose:
Write a email,
Please find the attachment of Scanned
copies of Presentation and reply to
me on urgent basis after your reply
we will follow up on it.
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Management System Development
19. END of 1st Session
Question / Answer Session:
Shortly defined about Completeness?
Shortly defined about Conciseness?
Shortly defined about Consideration?
Shortly defined about Concreteness?
Shortly defined about Clarity?
Shortly defined about courtesy?
Shortly defined about Correctness?
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20. BARRIERS TO COMMUNICATION
VERBAL COMMUNICATION
NONVERBAL COMMUNICATION
ADVANTAGES OF ORAL COMMUNICATION
DISADVANTAGES OF ORAL COMMUNICATION
WRITTEN COMMUNICATION
ADVANTAGES OF WRITTEN COMMUNICATION
DISADVANTAGES OF WRITTEN COMMUNICATION 20
Management System Development