1. Principles of Effective Business Writing and Comn Skills

8/9/2019 1. Principles of Effective Business Writing and Comn Skills

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Soft Skills

Business Communication

Class of 2010 2012

Semester - 1


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PRINCIPLES OF

EFFECTIVE BUSINESS WRITING


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AIM

To familiarize you all with the principles of

Business Writing.


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PRINCIPLES

OF

BUSINESS WRITING


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PRINCIPLE 1

Orientation towards the receiver

The recipients mind should be kept in

mind while writing. One needs to adapt the style and

substance to fit the receivers method of

thinking and level of understanding. This includes correct use of vocabulary

and jargon.


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When writing to more than one receiver, the

style that needs to be adapted should be that

which suits the lowest level of the recipient.

Certain professions have terms peculiar tothem and the same term means different

things to different professionals, e.g.

burningto an IT person means to make a

copy. OB to HR people means

Organizational Behaviour, while it means

something else to a gynaecologist.


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PRINCIPLE - 2

Use shortandsimple vocabulary

Short words are simpler in

preference to long words.

There is no point in usingbombastic words - words

which actually bomb.


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An example of a complicatedstatement

He couldnotenjoy himselfinthe floralarena,as his olfactoryfaculty was

dysfunctional.

The same thing if said in a simpler

statement would be . . .

He couldnotenjoy himselfinthe

gardensince hisnose wasblocked.


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Another complicatedstatement which

is difficult to comprehendThe ambiguousnature ofprediction of

weatherpatterns,makesitdifficultfor

forecaststo be congruent.

What could have been said is this . . . .

Because ofthe ambiguousnature ofthe

basic weatherdata,allweatherforecasts

are vague.


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PRINCIPLE - 3Use specific wordsto bringvitality & exactness

Words when used must be

specific and NOTambiguous inpreference to abstract words;

which are subjective andtherefore judgmental.


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Examples:

Abstractwords

Major losses

Specific words

75 % loss.

Abstractwords

As early as possible (

ASAP)

Specific words

By the 10th of June 09


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PRINCIPLE 4

Use active voice inpreference to passive voice

Active voice conveys force and

focus.

Passive voice conveys half-heartednessanddefensiveness.


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Examples:

Passive voiceYou are requested to get the following arranged

Active Voice

You are requested to arrange the following.

Passive Voice

The sessions of the faculty members shall be

attended and reviewed by the Dean.Active Voice

The Dean shall attend and review the sessions of

the faculty members.


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PRINCIPLE - 5

Use ofactionverbs

Action verbs convey the force of ones

personality and ones sense of purpose.

Example

Iamgoingto do itNOW.


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PRINCIPLE - 6

Be brief

Verbosity conveys a poor impression to the

reader. Most of the managers do not have time

to go through long-winded letters.

Therefore, one needs to be brief and concise.

This however, requires good vocabulary.

Some people while writing are very verbose and

even simple requests turn out to be long drawn

and winding sentences.


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Examples:

Verbose sentenceMay I have your blessings to apply

for a days leave?

Briefsentence

May I proceed on a days leave?


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PRINCIPLE 7

Prefer

short

sentence

sto long, compo

undandcomplex

sentences

As a thumb rule, a sentence should

notcomprise of more than 15 words.

Short sentences should also NOT be

used, as it would appear awkwardand childish.


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An example of a long compound and

complex sentence is as under:

Those who do not attend the meeting and

prefer to stay away, by offering feeble and

lame excuses, shall be dealt with in a

serious manner, vide I AC 37, which deals

with office discipline and punishment liable

thereof, in orderto maintain the sanctity of

office and to uphold the hoary traditions,

on which the edifice of our organization

has been developed.


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An example of a short and simple

sentence:Those who do not attend meetings

without sufficient reasons will be

dealt with seriously. Your attention

is drawn to I AC 37, which deals

with office discipline. This is beingdone , in order to uphold the

traditions andsanctity ofoffice.


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PRINCIPLE - 8

Use ofgenderbiasedwords

It is not proper to use masculine/feminine

gender for both sexes.

This can be avoided by using plural or theword or, or the symbol /.


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Examples of gender biased words in

sentences

In case astudentfailsinthe English

language test, he/she willnotbe

eligibleforplacementassistance.OR

T

hos

es

tu

dents

who failinthe Englis

hlanguage testshallnotbe eligible for

placementassistance.


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Examples of non-gender biased

words in sentences

C

hairpers

on, instead of Chairman Spokesperson, instead of Spokesman

Batter, instead of Batsman

Police officer,instead ofPoliceman


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PRINCIPLE - 9

Use propersentence design

Emphasis on a particular word changes the

meaning. The emphasis on each word has

different connotations. E.g.

Inever said that

Ineversaid thatI never saidthat

I never said that


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PRINCIPLE - 10

Flow

Structure of correspondence should be cohesive and

smooth flowing.

Sentence

Every sentence should convey a single thought. This

provides clarity.

Paragraph

Every paragraph discusses an idea, which shouldcomprise a number of thoughts.A sentence containing a

single thought merges into a paragraph, which contains

a number of thoughts of the same topic.


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PRINCIPLE - 11

Consistency andcontinuity

Each correspondence should deal with onlyONE

subject; else there will be no intelligent

articulation.Examples of an incoherent sentence:

Iam very busy; tomorrow is a holiday, Ican

relax .

Iam single, do nothave any family andam keen

on enteringthe basketball team.


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BUSINESS

COMMUNICATION


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THE COMMUNICATIONPROCESS

CONTENTS

1. PRINCIPLES OF COMMUNICATION2. DEFINITION& PROCESS OF COMMUNICATION

3. COMMUNICATIONNETWORKS

4. THE FIVECOMMONCOMMUNICATIONNETWORKS INORGANIZATIONS

5. TYPES OF COMMUNICATION

6. WHATA SENDER ORSPEAKER SHOULD KEEPINMIND?

7. HOW EFFECTIVEBUSINESS COMMUNICATION PAYS OFF?

8. THE CHALLENGES OF COMMUNICATINGFORBUSINESS

9. ORALCOMMUNICATION

10.PREPARATION FORTHE ORALPRESENTATION

11.LISTENING12.BARRIERS TO COMMUNICATION

13.FEEDBACK

14.THE JOHARIWINDOW


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PRINCIPLES OF COMMUNICATION

INTRODUCTION

Derived from the Latin word communis- to share, it is thesharing of ideas, concepts, feelings and emotions.

Whether we are walking, talking, playing, sitting or even

sleeping, messages are being formulated and transmitted.

The ability of man, to symbolize or understand concepts interms of images or symbols, is THEability that helps him tocommunicate.

Communication,therefore,ismuch more thananunderstandingofthe spoken or writtenlanguage.


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DEFINITION OF COMMUNICATION

It is a two-way process in which there is an

exchange and progression of ideas towards a

mutually accepted direction or goal.

The process ofcommunication consists ofthe

followingelements orfactors:

1. Sender writer, speaker, encoder.

2. Message.

3. Medium letter, memo, report, speech, chart, etc.

4. Receiver- reader, listener, perceiver, decoder.

5. Feedback.


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1. Sender

The initiatorof the communication process.

Selects, encodes and transmits ideas to the receiver.The entireresponsibility of communication rests entirely upon him.

Must ensure a correct mix of images and words and it is thecombination of these two, which will force the receiver tolistento him. Must make communication receiverspecific.

2.Message The encoded idea, which is transmitted by the sender.

The formulation of this message is very important as it canmake the receiver turn hostile, should he interpret it

differently. The orderingof the message, should be based on the

requirements of the listener, so that its significance isimmediately grasped.

The message will have made its impact the moment the receiverfinds that his goals have been codified and he will sit up andlisten.


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3. Medium

A very important element of communication - could either be, oral, written ornon-verbal.

Before communicating, the medium should be decided. In oral communication, a little informality can be expected, but as far as written

communication is concerned, all the rules ofcommunicationmust be observed. Anything put down in writing is a document and would be filed for records or

circulated to more than one person. This all-important aspect should be kept inmind.

4. Receiver

The listener is in receipt of an encoded message, which he attempts to decode. If the goal of the sender is similar to that of the receiver, the receiver becomes

attentive or more receptive.

5. Feedback

This is the most important component. Communication is termed effective, only when there is a feedback. Errors and flaws in business are a result of lack of feedback. Lack of confirmation through feedback and discrepancy between the messages

transmitted and understood, results in erroneous conclusions.


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PROCESS OF COMMUNICATIONFirstPhase

Sender selects a message, encodes it and transmits it to the

receiver through a medium, oral, written or non-verbal. The receiver on receipt of message, decodes it and gives an

internal response to the perceived message. The difference inperceptionof a thought by the sender and the receiver, canlead to a difference in encoding and decoding.

SecondPhase

The receiver formulates his message, encodes it and transmits itto the original sender, who is now the receiver.

This is the feedbackaspect. Without feedback, it is impossible

to assume whether effective communication has taken place. Ifthere is agreement from the receivers side, the communicationis hassle free. However, there will be occasions when thereceiver may not be in agreement with the sender. This does notmean a breakdown in communication. It can be interpretedthat effective communication has been temporarily stalled and

can resume after further discussions.


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For communication to be termed effectivethere should

be a well-defined goal in the mind of the sender. The

sender, therefore needs to adhere to the following:

1. Create awareness in the mind of the receiver on the

topic.2. Forward his point of view, clearly (clarity) and

precisely. This will remove any confusion in the

receivers mind.

3. Use communication strategies to enable a smoothflow of discussion.

4. Correct/reinforce ideas in the receivers mind

regarding the goal of communication.


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Basic Purpose of Communication

1. It saves time.

2. It helps in coordinating, collating and issuing

instructions.

3. It helps in improving speaking abilities,

listening, interacting, writing, convincing and

persuading.


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CommunicationNetwork

The communication network in anorganization is of two types:

1.Internal.

2. External.


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1. Internal Communication

Effective downwardand upwardinternal communication is a

vital means of attending successfully to matters of companyconcern.

It helps decrease absenteeism, grievances and turnover as wellas increase in job satisfaction, productivity and profits.

Interaction between members of the same organization is calledinternal communication.

Could be both, formaland informal.

Upward internal communication is of great importance, sinceexecutives sincerely seek frank feedback from employees andstockholders.

They listen more closely to opinions, new ideas, complaints andsuggestions especially when these are clearly and effectivelystated.


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(a)FormalCommunication

Used by large organizations employing a large

work force, since it is impossible to directlyinteract with every one.

Newsletters,Annual reports etc. are used to

communicate essential messages. In large set-ups, it is also not necessary to

communicate to every member.

(b)I

nformalC

ommu

nication Organizations with a small work force, where

direct interaction is possible, resort to the use ofinformal communication.


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(c)Channels ofCommunication

These are:

(i) Vertical

(ii) Horizontal/Lateral

(iii) Diagonal


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(i) VerticalCommunication

Vertical communication is the upward and downward

flow of messages. Information is transmitted from the top management

to the employees and vice versa.

When the number of people in an organization is large

& it is not feasible to percolate the information down,go-betweensor an opinionleadershelp is taken.This however can pose other problems likeinformation getting distorted.

It must be ensured that the number of people throughwhom the information is being percolated down, arereduced.

Efforts must also be made to ensure a one-to-onecommunication within departments.


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(ii)Horizontal/LateralCommunication

Generally used by peers or colleagues. One of the most effective forms of

communication, since the chain-of-command

technique does not come into play amongstcolleagues.

Lack of lateral communication results in lack

of coordination and cooperation.

Can also result in duplication of work and

messed up employee relationship.


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(iii) DiagonalCommunication

Communication does not always follow a stipulated

laid down path. Is different from the vertical and lateral forms of

communication - does not have any direct path forinformation to travel.

Could move upwards, then laterally and finallydownwards, or, could even skip certain stages.

Builds relationships and binds ties and bonds betweensuperiors and subordinates.

Also gives rise to gossip, grapevineand rumour - noone is directly responsible for the flow of information& hence no one takes responsibility.

Managers - who control the flow of information -

avoid this channel.


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2. External Communication

Communications to people outside the organization

customers, inquirers, suppliers and the public canhave a far-reaching effect on the reputation andultimate success of the organization.

The rightletter, a telephone call, or even a personal

conversation can win back a disgruntled customer,create a desire for a firms product or service,negotiate a profitable sale, help an inquirer who is apotential customer and in general, create goodwill.

This form of communication is an ongoing process.

The image of the company/organization is contingentupon the relationship that it maintains with peopleoutside.


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Externalcommunication canbe any ofthe

following:

1. Advertising.

2. Mediainteraction.

3. Public Relations.4. Presentations.

5. Negotiations.

6. Mails.

7. Telegrams.

8. Letters.

This communication caneitherbe oralor written.Corporate communications

generally fallinthe realmofAdvertisement, MediaandPR.Whilecommunicatinginternally,anindividualcanaffordto

be laxattimes,butnotsowhen he isinteractingexternally.


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The Five CommonCommunicationNetworksin

Organizations

1. Chain. Where one person transmits information toanother as per the chain in the organizationhierarchy.

2. Wheel. Where one person (a supervisor, for instance),

can communicate with (say) four subordinates, butthe subordinates do not communicate with each other.

3. Circle. Where each member can interact with theadjoining member.

4. All-Channel. Where each of the individuals cancommunicate with all others.

5. InvertedY. Where two people report to a boss, whohas two levels above, and the communication flows inthe pattern as shown in the figure below.


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1. Oral Communication

Emanates from the mouth. Comprises of words andthe manner in which they are pronounced. This iscalled voice articulation.

People pay more attention to voice modulations than

they do to the actual words. Focus on body language - 55%. Voice articulation -

38% and a mere 7% to the verbal content. If all threeare harmonious - no problem - but if there is a

dichotomy between the two, a conflict occurs in thelisteners mind.

More belief in modulation and body language, thanin words. Words need to be chosen very carefully asthey denote and connote a meaning.


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3. Written Communication

A totally different form of communication; takes various forms.

The writer must be sure, cautious and extremely careful whenformulating a message, if it is a formal message.

Anything put down in writing, is a document of information,which is likely to be circulated. The writer trying to shift standis limited.

In oral communication, one can be misunderstood, or a point ofview not comprehended in the manner wished. Not so in writtencommunication. The importance of this communication, mustbe understood in its entirety.

Written communication is generally bound by the dictates ofthe organization.

Organizations usually have typical formats, styles, which ifdeviated from, can cause problems. The advent of technologyhas been a major fillip and we now have the reliable e-mail,which is an excellent form of written communication.


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The difference between oralandwrittenforms

ofcommunication canbe tabulatedasunder:

Oral

1. Is interactive.2. Fluid

3. Brief

4. Non-restrictive in

place

5. Immediate feedback

Written

1. Is non-interactive2. Restrictive in place

3. Has no immediate

feedback

4. Takes longer time


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WhataSenderorSpeakershouldkeepinmind?

1. CREDIBILITY

Buildstrust- Is not builtovernight but over aconsiderable period of time.If the sender or speaker is acredible person, the

receiver will have noproblem.

2. COURTESY

Once credibility isestablished, courtesy

follows. Everything shouldbegin and end on acourteous note.Relationshipsimprove.

3. CLARITY

The sender, should beabsolutely clear about whathe is going to communicate.Once sure, the next step isthe transmission of the

message in a manner thereceiver will easilycomprehend. To makehim/herself comprehensible,the speaker should usesimple language.


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4. CORRECTNESS

Builds confidence.Anything stated should

be 100% correct andaccurate. Facts andfigures should be backedwith documents.

6. CONSISTENCY

Anything consistent, isstable. Ups and downs incommunication lead to

confusion. Changingstance should be gradualand not hard for thereceiver to comprehend.

5. CONCRETENESS

Preferred to vague andabstract expressions.

Solid statementsreinforce confidence.Specific facts andfigures make a receivermore apt to listen.

7. CONCISENESS

Savestime. The messageshould be brief. Thequantum of information

should be just right not too much and nottoo little.

1. Principles of Effective Business Writing and Comn Skills

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