The process of communication

Sender

or source Encoding: message creation Channel or medium Decoding Receiver Feedback Noise or interference

The objectives of communication To be received (heard or read) To be understood To be accepted To get action (change of behavior or attitude)

When

we fail to achieve any one of these, we have failed to communicate. This can often lead to frustration and resentment expressed in phrases like dont you understand plain English?

 But

what is plain English? English after all is only a code which we use to express the thoughts in our head, and a code can only be understood if both parties give the same meaning to the symbols that are used.

 Words

are only symbols that represent things and ideas, and we attach slightly different meanings to the words that we hear and use. The meanings that we give to the results from the way we each interpret the world around use. The meanings that we give to words results from the way we each interpret the world around use, and for each of us that world is seen and understood differently.

The meaning of words

It

is therefore our individuality that is the main barrier to effective communication. The connection between the word and the thing it represents is whatever association a particular group or people have chosen to make

Dap,

primsoll, tennis shoes, pumps, keds, trainer, running shoes

With

concrete words- words which describe things we can touch, feel, hear, see or smell- we may have fewer difficulties in explaining what we mean because if all else fail we can point to things.

 But

what about abstract words- words which describe sensations, feelings, emotions, ideas? How can you be sure that someone else gives the same meaning as you to words like danger, love, hate, beautiful, and so on? The meanings attached to these words will be the result of each persons past experience.

Non-verbal communication
Of

course , we dont only use words to communicate. Every time we communicate we are sending out messages by means of all sorts of other things. In fact, even when we are not actually writing or speaking we are still communicating, even if unintentionally. List 15 ways we communicate nonverbally. Exercise.

 Obviously

we may use pictures to communicate our message, either to replace words or more importantly to reinforce our verbal message. But, consciously or unconsciously, when we speak we will also communicate by other means.

Check points: non-verbal communicatio0n

Facial expression-a smile, a frown Gestures- movement of hands and body to help to explain or emphasize our verbal message Body posture- how we stand or sit Orientation- whether we face the other person or turn away Eye contact- whether we look at the other person or not , and the length of time that we look at the other person Body contact- a pat on the back, an arm around the shoulder

Proximity-the distance we sit or stand from the person Head-nods- to indicate agreements or disagreements or to encourage the other to go on speaking Appearance- physical grooming and choice of clothing Non-verbal aspects of the speech- variations of pitch, stress and timing; voice quality and tone of voice (these are sometimes called paralanguage) Non-verbal aspects of writing- handwriting, layout, organization, neatness and visual appearance generally.

 All

these non-verbal elements of communication are some times called meta-communication, from the Greek word meta meaning beyond or in-addition-to. Metacommunication is therefore something in addition to the communication and we must always be aware of its existence

 Metacommunication

which accompanies any message is very powerful. The receiver will use these clues to help them to interpret what you mean, but more importantly they will often take the meaning from the metacommunication rather from the words themselves, particularly when what you are saying conflicts with what you are doing.

The context or situation

Just

as the words (the verbal message) and the non-verbal message may be interpreted differently by different people, so the person may attribute differently meanings to the same words at different times and in different contexts. After all we dont communicate in vacuum; the art of communication always takes place within a situation or a context.

 The

situation will have a history and particular characteristics which will make it different from any other situation. In order to communicate, we learn to recognize similarities in situations so that we can learn from our experiences. This is obviously essential or we would never know what to do or what to expect.

Barriers to communication
Lets

look at some factors which can cause problems for communication and which we must be aware of if we are to overcome them or communicate in such a way as to minimize their effect

Differences in perception
The

way we view the world is largely determined by our past experiences, so people of different ages, nationalities, cultures, education, occupation, sex, status, personality, and so on, will each have different perceptions and will each perceive situations differently Differences in perception are often at the root of many other barriers of communication

Jumping to conclusions
We

often see what we expect to see, and therefore hear what we expect to hear, rather than what is actually there. This may lead us, As the saying goes to put two and two together and make five.

Stereotyping
Because

we have to learn from our experiences, we run the risk of treating different people as if they were the same: youve met one cop/ student/ peon/ barber/ professor, youve met them all! we often hear, or words to that effect.

Lack of knowledge
It

is difficult to communicate effectively with some one who has a very different background from yours, or whose knowledge of the particular subject of discussion is considerably less than yours. Of course it is possible, but it requires skill on the part of the communicator to be aware of the discrepancy between the levels of knowledge and communicate accordingly.

Lack of interest
One

of the greatest barriers to overcome is the receiver's lack of interest in your message. You should always be alert to this as a possibility, since it is so easy to assume that everyone is as concerned about our interests as we are.

Where

the lack of interest is obvious and understandable you must work particularly hard to angle your message to appeal to the interests and needs of the receiver

Difficulties with self expression

If,

as the communicator, you have difficulty finding the words to convey your ideas, this will clearly be a barrier and you must; work at improving your vocabulary. But lack of confidence, which can also cause difficulties in expression, can be boosted by careful preparation and planning.

Emotions

The emotions of either the receiver or communicator can also prove to be barrier any strongly felt emotion is liable to prevent almost anything but the emotion being communicated The moral, of course is to try avoid communicating when a strong emotion is liable to make you incoherent or when it will totally distort what you mean to say Some people use emotion to their advantage at times

Personality
Clash

of personalities is one of the most common causes of communication failure. We may not be able to change the personality of others, but at least we should be prepared to consider our own personality to see if a change in our behavior may result in more satisfactory relationships

The

first golden rule is to THINK AHEAD. If we can predict some of the likely problems BEFORE we communicate, we may be able to avoid them.

Why? Who? Where? When? What? How?

 Whatever

communication task you are undertaking, asking these six simple questions Before you start will give your communication a better chance of success and make the task easier Some check points

Why? (purpose)
Why

am I communicating? What is my reason for writing or speaking? What am I hoping to achieve? Change of attitude? Change of opinion?

 What

do I want the reciever(s) to do as a result of my communication? What is my purpose? To inform? To persuade? To influence? To educate? To sympathize? To entertain? To advise? To explain? To provoke? To stimulate thought?...

Who? (Receiver)
Who exactly What sort of

is my audience? people are they? Personality? Education age? Status?.. What do they know already about the subject of my message? A lot? Not much? Nothing? Less/more than I do?.

Where and when? (place and context)

Where

will they be when they receive my message? In their office close to other relevant material? Or isolated from the problem so that I may need to remind them of the facts?

At

what point in the total matter does my message come? Am I replying to something they have raised? Or will my message represent the first they have heard about the problem/ topic/ issue?

 What

is my relationship with the receiver? Is the subject of my message the cause of controversy between us? Is the atmosphere strained or cordial? Answers to these questions will help you to find answers to the next set of questions more easily than if you had jumped straight in.

What? (Subject)
What What What What What

exactly do I want to say? do I need to say? do they need to know? information can I omit? information must I include in order to be:

The six Cs of effective communication Clear Concise Courteous Constructive Correct complete

How? (Tone and Style)

Which

medium of communication will be most appreciated? Spoken? A letter or a personal chat or an interview? A report or an oral presentation? A memo or a telephone call? How am I going to communicate my message/ with words? Or pictures? Or both? Which words? Which pictures?

 How

will I organize the points I want to make? Shall I use deductive sequence (start with my main points and then go on to the explanation/ illustration)? Or inductive sequence (start with the explanation/ examples/ illustrations and then build up to the main point at the end ).

How

am I going to achieve the right effect? What tone must I use to achieve my purpose? Which words must I use/ avoid in order to create the right tone?

 In

some cases the answers to these questions will come quickly. In fact, they may seem obvious. But beware - it is very easy to jump to conclusions, to see the problem from your point of view and forget that your listeners or readers may see things differently.

PLEASE

ENGAGE BRAIN BEFORE OPENING MOUTH

PLANNING THE MESSAGE

Only

when you have you given some thought to these six essential questions are you ready to plan your message

1.Write down your purpose

It

is always a good idea to write down (preferably in one or two sentences) exactly what you are trying to achieve by your message. You will then always have it always before you to help you to organize your material and avoid straying from the point.

2.Assemble the information

Jot

down all the ideas or points which you think you need to make on notes paper, index cards or notes on PC, especially if it is to be a long message. At this stage select only the essential relevant information and reject the irrelevant.

3. Group the information

Now

consider your list and look for links between the bits of information. Rewrite your notes in clear groups. It helps to give each group a heading The groups will probably become the paragraphs or sections in your finished message

4. Put the information onto logical sequence

Your

next task is to put the groups of information (still only in the note form) into some sort of sensible order which your reader can follow Some commonly used methods of ordering material

Chronological order
It

is sometimes called historical order and is perhaps the most common method, which merely presents the material in the order in which it occurred or occurs in time

Spatial (or place) order

Effective

for describing machinery, buildings, furniture, geographical location. Facts are presented on the geographical basis from place to place: from north to south, top to bottom, left to right, high to low, in and out, up and down, or near and far

Order of importance
Descending

order of importance (or deductive order): starting with the most important point to gain the readers attention; or ascending order of importance (or inductive order) starting with the least important point

Ascending

order of importance starting with the simple and moving towards complex or difficult Descending order of familiarity moving from the known to the unknown

Cause

and effect, put simply it means because of this, then that. In other words, because this happened, that happened Topical-no real link or sequence but just chunks on a topic-by-topic basis

5. Produce a skeleton outline

By

working through the previous four stages you will have produced in effect a plan or skeleton outline of your finished message This is the basis for the beginning of the final product

6. Write the first draft

Now

you are ready to start writing. Write the first draft to yourself Dont worry at this stage about the style and the words that can come later Starting to write is a big barrier the first draft helps clear this hurdle

7. Edit the first draft and write the final draft

Once

you have written the first draft you must put yourself in the shoes of the receiver. Read your draft through their eyes, checking for ambiguities, errors, awkward expressions, lack of signpost words (first second, finally, on the other hand, consequently, etc.) which are essential to guide your reader along

Editing check-list
Vary

the length of the sentences but keep them on the short side: 18-22 words should be the average Paragraphs should have only one main idea Use words that the reader will understand Avoid un-businesslike colloquialisms (e.g. to cut the long story short) Omit unnecessary words

 Use

the shorter rather than the longer word or phrase, if appropriate. Avoid hackneyed expressions (please find enclosed thanking you in anticipation) Avoid needless repetition of words and phrases- find alternatives wherever possible

sincere words- dont overstate or exaggerate Use positive words rather than negative words if possible Use the active rather than the passive
Use

Write

in detail what you understand when you hear/ read the following- Vippy, the door is open

Speaking Effectively

Perhaps because we learn to speak before we write, or perhaps because speaking is so much a part of our everyday life, we are liable to take speaking for granted. It is not just the select or the big occasion which requires care and attention

Earlier we had a look at the problems in communication process. The same principles apply in the countless speaking situations which present themselves at work

Lets look first at the basic skills of speaking which apply in any situation: a. Personal qualities and b. vocal qualities enunciation and pronunciation

Basic speaking skills

Personal qualities 1. Clarity: to be a good speaker you need first and foremost to be able to express your ideas clearly

 Your

language should be simple Your material should be organized so that it can be easily followed Avoid trying to impress by using long, complicated words At times you may need to use jargons and specialized vocabulary Speaking clearly also means uttering the words distinctly so that they are recognizable

Accuracy
Make

sure that the words you use say exactly what you mean. So you need a reasonably wide vocabulary so that you can choose words with precise meanings to suit your purpose The facts you use should be correct

Dont

make statements which go beyond facts or might be challengedeverybody thinks or nobody in their right minds would accept

Empathy
Always

try to courteous and

friendly However angry you feel, try to control your emotions and at least remain calm Put yourself in the other persons place- it will help you being courteous and polite besides establishing empathy

 This

doesnt mean that you have to agree with them ;or their ideas, but it does help you to be understanding and patient Facial expressions and tone of voice are important here, especially in group discussions and interviews

Sincerity
This

really means being natural. There is always a danger when talking to strangers or people of higher status of becoming stiff and awkward, and trying to put on an accent This usually stems from lack of confidence Strive to be yourself in all situations.

Relaxation
The

best way of getting rid of unnatural speech characteristics is to relax When our muscles are tense, we have difficulty expressing ourselves naturally. Awkward movements are also the result of tension

Try

taking a deep breath. This may help you to relax If you freeze up with tension, you probably begin holding your breath without realizing it.

Eye contact
Whenever

people are speaking to one another eye contact is very crucial A speaker who never looks at his listeners may be conveying messages like I am not very interested in you, I dont like you, or even dont believe what I am saying.

 So

when you are speaking give your listeners their fair share eye contact. Dont keep your eyes on the desk, or in your lap or out of the window and when you are talking to a large group move your eyes around the room treating your audience as individuals.

They

will prefer a slightly hesitant speaker who shows interest in them by looking at them, than to a highly fluent speaker who reads with head down over their notes

Appearance
How

you look can affect how well others understand you. Your appearance reflects how you see yourselfself-image.

 Since

your listeners cannot help but notice your appearance they will receive meta communications from the way you dress and your general grooming In most speaking situations people see the speaker and form judgments about them even before they speak.

 Attractive

dress and good grooming are obviously important in formal situations: public meetings, job interviews, and so on. Personal cleanliness and tidiness are also important Dress and appearance must be appropriate to the situation

Posture
Good

posture is also important. Someone who props up the wall or slouches in their chair as they speak conveys a message to their listeners which may surprise them. Their attitude is showing. They are either tired or bored or careless, or all three! And the listeners are not likely to be impressed.

Posture

is also related to voice quality as it affects the breathing quality Poor posture also affects your voice psychologically as well as physically.

 By

improving your posture when talking, you can do much toward instilling in your voice and your whole manner four characteristics of voice quality Alertness, pleasantness, distinctness, and expressiveness.

Vocal qualities
Dont

think that you cant change the way you speak. You can and do control your voice all the time. You can improve your voice if you want to, but you have to work at it. The first step is to be aware of the factors which affect the sound of your voice.

The mechanics of speech

Speech

involves many mechanical skills. It requires a complicated manipulation of the diaphragm, the lungs and muscles of the chest as well as vocal chords, mouth, tongue and lips.

To

ensure that the sounds you produce are clear, your throat muscles must be relaxed, your jaw must not be taut or rigid and your lips must be flexible and capable of assuming a variety of positions

Pitch
A

person whose voice has a high pitch may sound thin or squeaky or shrill. A person with low pitch will sound deep or throaty When your voice chords are stretched tight, the sound will be higher as the air is forced past them causing them to vibrate (like plucking a tight elastic band).

When

people are frightened or tense, their vocal chords stretch tight and their voices tend to squeak. One way to relax your throat muscles is to practice this simple exercise:

 Take

a deep breath then, as you breathe out, say several short syllables for example: she gave us all a short talk on art. Try it. Notice how the tightness disappears as you exhale. It is in fact physically impossible to breathe out and keep the muscles tight at the same time. This is why deep breathing can help you relax.

 Volume

is more easily controlled than pitch But practice is still required to get the right volume Proper breathing is essential to volume control and good speaking Practice taking deep breaths and letting out the air just enough force to generate the right volume.

volume

 If

you control your voice and speak clearly without appearing to strain or shout or run out of breath, you will impress your listeners by the quality of the voice alone Learn how to project your voice so that you can be heard at great distances without yelling or sounding strained

 The

right volume depends on the situation. You should therefore note: where you are speaking as the location will affect how well your words can be heard; The size of the group to whom you are speaking; Background noise, e.g. the noise of air-conditioning.

Diction and accent

Diction

is the way in which you say or pronounce words, and is acquired To some extent it is affected by your accent Diction depends on articulation and enunciation, which are terms used to describe how you pronounce words:

Articulation

refers to the way people pronounce consonants Enunciation refers to the way people pronounce vowels

If

people articulate and enunciate well, i.e. clearly, they will have good diction. Good diction is generally considered to be the result of being well- educated and well- informed However, it is important not to confuse diction with accent.

Whatever

your accent, it is important you pronounce your words clearly. Labratry-laboratory Ave you go the leer Soon, seen, sand, sawn, sow, such,

Speed and pause

The

speed at which you talk will also affect the message you are sending A good speaker varies the pace according to the relative importance of what he is saying; thus unimportant words and phrases are spoken more quickly while important words or phrases will be spoken more slowly.

 Pauses

carefully used, can be very effective device for getting your message across. A good speaker will pause briefly at the appropriate places to give their listeners the opportunity to take in what they have said.

Tone
Your

tone can convey whether you are happy or angry or sad. You can sound humble and frightened, or commanding and patronizing. You can even make the same word mean several different things by the tone you give it.

Qualities to aim for when speaking

Pleasantness: is partly being polite, but also striving to give a friendly tone to your voice by smiling and looking smart. Alertness: gives your listener the impression that you are of and interested in what is happening around you and what you are saying. They are more likely to feel it is worthwhile to listen to you

Distinctiveness
Is

listening clearly so that your listener can hear and understand your words without straining. This includes pronounciation

Expressiveness
Is

putting feeling into your voice. To be expressive , you must avoid the low droning monotone which will turn off your listener.

Thank You

Business writing
Effective

writing does not come by chance. It does not just happen. It requires a set of skills to write SIMPLY, CLEARLY, ACCURATELY, AND BRIEFLY. have to learn and acquire them as you have earned your professional knowledge and experience

You

Purpose of writing
Writing Writing

to inform to persuade

Writing to inform
Presents

facts, data, statistics, reports, accounts of facts and written with maximum objectivity. is also called expository writing because it expounds or expresses ideas and facts.

It

A check-list
Does

it focus on the subject under discussion? Does it primarily inform rather than persuade the reader? Does it offer complete and exact information? Can the information be ascertained? Does it present the information logically and clearly? Does it make good reading?

Writing to persuade
Persuasive

writing aims at convincing the reader about a mater It is at times called argumentative. The matter has two or more sides to it. The writer seeks to influence and convince the reader It focuses on the reader and does more than just state an opinion

A check-list
Does

it basically seek to convince rather than inform Does it support its view point by giving information or valid reasons Does it clearly follow a logical arrangement of thought and reasoning Does it finally evoke the intended response from the reader

The audience/receiver
Recognize

the needs, expectations, fears, and the attitudes.

Written

communication is one-way till such time the reader responds. So the challenge is to get the written communication right.

Planning saves time and effort

In

good business writing carefully think about what you plan to say, and spend even a bit more time thinking about the people to whom youre going to say it.

Plan writing in writing

Always

plan in writing, not just in your head. If you write your plans down, youll not only remember them more clearlyyoull also be less likely to be thrown off when you do multiple projects at the same time.

Refer

to document planning sheet till it comes as a reflex

Early criticism kills the creative process

We are often crass and cruel to ourselves when we write. We tend to feel and think that our thoughts are not appropriate or phrased or spelled correctly even before we put our pen to the paper This early criticism is one of the chief causes of writers block and of a general dislike for writing. It is also a costly waste of productive time.

The brainstorming attitude

Like

you brainstorm among your colleagues /friends/family for ideas, you brain storm within before you embark on writing. Brainstorm now, organize and perfect later.

Brainstorming guidelines
Write

as fast as you can Start anywhere Free yourself Accept every idea, even weird ones Record as many ideas as possible Write everything down; use abbreviations

 Ignore

spelling, punctuation, sentence structure, etc. all self- criticism

Prevent
Jump Write

freely among ideas

until you burn out; rest; repeat till you achieve what you set out to do

Time for writing

Writing

business documents, like any high-concentration activity, is much easier if you can work uninterrupted. A 1minute interruption from a writing task might require as much as 20 minutes of recovery time before you can resume the flow

Suggestions for reducing writing distractions

Curtail

internal phone calls, meetings, and visitors except for emergencies.

 Come

in early or stay late if you can go to lunch half an hour late. Find quiet time when you are least likely to be disturbed writing appointments with yourself. If someone asks to see you during your scheduled time, say sorry, I have an appointment. What other time would be good for you?

Schedule

 Hang

up a do not disturb until or an in conference until sign on your door, and tell people you insist.

Turn

your writing space away from the entrance to your workplace. Especially if you have no office door. This will reduce interruptions

Executive time
Listening-45%
Speaking-30%

Reading-16%
Writing-9%

Use white noise

In

noisy and open offices, get a softly playing radio or a small fan minimize the distracting conversations floating over your partition

Make your office less appealing to visitors

Sit

in front of a bright window, put books on visitors chairs, or remove visitors chairs altogether. Be very careful when using such techniques to be especially friendly to your colleagues when you finish your writing session

Ignore the phone

Forward

your calls, or have a secretary screen them, or take phone off the hook, which signals that you are busy- which you are

Promise call backs.

If

you are writing and some one calls or pops in, quickly say, can I get back to you in say about 15 minutes?

Find a hiding place.

Try

an empty office, an unoccupied conference room, a storeroom, or even your car in the parking lot.

Dont be an interruption.
Be

sensitive to other peoples need for private writing time. Be observant and flexible when balancing your needs with their time.

Getting it right
The

last phase in producing a good piece of writing is revision.

big-middle-little revising
Revising

isnt easy, partly because writing isnt easy. Written language involves word choice, tone, punctuation, spelling, organization, connection, formality, ambiguity, visual formatting, sequence of tense, pronoun agreement, conciseness, and technical language- to name just a few

 All

of these factors are elaborate systems of constantly evolving linguistic conventions. Are we supposed to think of all that, as we read through No way. Thats why we need to break up revising into three manageable chunks.

Big revising
Skim

through your document, looking for the big picture- the overall content and organization of your work. Eyeball the text from a distance: does it look easy to read (with lots of marginal white space, clearly marked sections, and so on) or does it look like a brick wall of unbroken words? If a memo looks hard to read, it IS hard to read, and it may not be read at all.

Middle revising
Next,

quickly read for simplicity, clarity, and conciseness. Do your readers absolutely need to know everything youve written? Can you leave phrases, paragraphs, or even whole sections out? Can you simplify the language in whats left? Are your ideas clear and to the point?

Little revising
Next,

look for the details- the grammar, spelling, and punctuation. Leave this small but very important detailing to the last. Why correct the spelling of a word you might end up eliminating.

Headlines for instant clarity

Headlines

also known as subject lines must be complete. For example MANAGEMENT MEETING. Whats this memos point? Is it an invitation to a meeting? An agenda? A suggestion for the next meeting? A complaint? You cant tell; youd have to read the fine print. In a way, this subject line is an incomplete headline

x
To

make your memos more clear, think: subject line=purpose +topic. For example: request to cancel the next management meeting. this headline is instantly clear because it states the memos purpose (request to cancel), then the topic (next management meeting).

Add breathing space for reader friendliness

A true story: a few years ago an old friend decided to start a new life. He just picked up and moved from Chennai to Mumbai. He arrived, wrote up a resume- a one-pager, crammed edge-to-edge with everything hed ever done- and started looking for work. Months went by: no job. Puzzled and worried, he revamped his resume, spreading the same information out over to two pages and making the pages breezier, and much easier to read. The next week he found a job

What

happened? Somebody finally read his resume!

Revise for reader friendliness

Frequent

paragraph breaks: even use occasional one- or two- line paragraphs for important thoughts Lists: readers find listed information easier to organize, so they look at lists almost immediately. Lists can also condense documents by allowing the use of phrases instead of sentences

c
Wide

margins: readers find shorter text lines easier to read than long, edge-toedge text lines, and wide margins give readers more room for writing notes Section headlines: headlines allow readers to scan for main ideas, read selectively or in any order they wish, and easily review the document at a later time.

Simplify and clarify your document

Eliminate

nonessential ideas: distinguish what readers need to know from what would be nice to know. Write to express and not to impress: the purpose of business writing should not be to show off, but to inform. Pompous writing often alienates busy readers.

Write

as if your readers were 12 years old: Albert Einstein said that everything should be made as simple as possible, if not simplersums it up

Think

proverbial: proverbs are memorable because they are short and vivid. To make your writing memorable, plan to write simple, vivid, memorable sentences rather than long, abstract dissertations.

Reduce or eliminate big words

Beware

of three-, four-, and fivesyllable words. Change our contemporary organizational structure possesses the prerequisite autonomous functioning capabilities to today we have the strength we need to stand alone. Try to use the simplest words that work.

Use personal pronouns

Instead

of, it is recommended that this procedure be implemented, write WE recommend YOU implement this procedure. personal pronouns can help make sentences simpler, less abstract, and more personal. They also clarify the important issue of who does what.

There-it goes
Reduce

or eliminate unnecessary uses of THERE and IT in phrases such as it is, there was, it will, there has been, and so on. Change it is true that there was anger in the crowd to true, the crowd was angry.x

Advantages of E-mail

E-mail, like death, taxes, and TV, is probably here to stay. It is a wonderful medium- its quick, immediate, generally inexpensive, fairly easy to use, and even environmentally friendly when it saves paper. E-mail is almost universal among modern business professionals, which adds another advantage- the ability to send the same message to many people at once. Moreover, e-mail messages can often be kept permanently in computerized files

Disadvantages of E-mail
E-mail

can reduce live human interaction, leading to oddly impersonal business relationships. Employees send personal e-mails on company time. E-mail encourages sloppy writing. Communicating quickly does not mean you dont have to communicate well

Make your E-mails reader friendly To make the most of email technology and write e-mail it is worthwhile considering the following suggestions

Beware of confidential subjects

You

can never be sure where your messages will be forwarded, how long they will be kept, or by whom.

Know how to brainstorm

Maybe

youre most efficient when you brainstorm and organize on paper first, then write the e-mail. Paper is still OK, you know. What works best for you.

Assume high standards

Many

readers are put off by bad writing in any form, e-mail as well as hard copy. Write as well as you can, whenever you can.

Select your readers

When

messaging to many, be selective: send copies only to those who absolutely, positively need to see it.

 If

Dont assume what you see is what you get

your readers systems are different from yours, your line lengths may spill over and cause an annoying text wrap effect on their screens. To be safe keep your line lengths to 55 or 60 characters, including spaces.

Avoid typing in all caps.

Its

easier to type, but IT SURE SOUNDS LIKE SHOUTING, DOESNT IT? Also, all cap writing slows reading by inhibiting recognition of acronyms, proper names, and sentence starts, which all depend on upper/lower case contrasts.

Use informative subject lines

Readers

may screen their e-mails by scanning subject lines, discarding without reading messages that dont seem relevant or clear. To get your emails read, dont use subjects like management meeting or project xyz if you can use request to reschedule meeting or how project xyz will save $500000/year. these longer subject lines communicate even if your whole e-mail isnt read.

Keep it short
Try

to get your whole message on one screen .it is one the best ways to ensure very high readership

If you cant keep it short, forecast the structure

On

your readers first screen, summarize your message and then forecast its structure by listing all your section headings. This helps readers scroll quickly to sections that may interest them.

Use emphasis devices

Even

though some e-mail systems dont yet allow many word processing options, you can still facilitate reading by using headings, white space, occasional all caps, indents, lists, simulated underlines, and other devices

Beware of acronyms and emoticons

Dont

over use e-mail jargon or those cute little smileys like or . Even though they can communicate quickly, make sure your readers accept them before you them

Print out long ones

If

you print out long emails, your scanning for important sections may be easier than if you roll or scroll on screen

Reply quickly to your messages Dont negate one of the main advantages of email, which is speed. Check your e-mail frequently and reply promptly

Change the subject line of your reply

Your

reply is not the same message as the original email you were sent, is it? So if you can change the subject line. Reply to request to reschedule meeting with meeting rescheduled to May 30

Presentations

Presentations
Plan

to speak to listeners on their terms Many professionals suffer from a common communication malady: the specialists fallacy.

The Specialists Fallacy: How Presentations Go Wrong

The

specialists fallacy assumes that the listeners are just as familiar with your subject as you are. If you assume this you may lose your audience. With this false assumption, presenters give talks that are too long and full of digressions, contain too much detail, and over use specialized terms Presentations given this way may be misunderstood- or even disregarded

Where the Specialists Fallacy Originates

The

specialists fallacy comes from mistaking familiarity with a subject for an intrinsic simplicity of the subject. if I understand it, everyone under stands it. We assume that what we know is common knowledge and that everyone will understand us if we just say what we know. The result: they dont understand us.

The solution: Plan to Speak to Listeners on Their Own Terms

To

avoid the specialists fallacy and plan your presentations for your listeners, use the presentation planning form. This will help you create presentations that tailor your message to your listeners, avoid the dreaded fallacy, and communicate clearly.

Use a recipe to begin with confidence Say hello and say your name. Greet the audience with a strong, clear voice. If anyone in the audience doesnt know who you are, say your name

2. Name your topic

Tell

them right away what you will be discussing. Dont trust the technique of starting with a joke. Humor is tricky; youre safest to get right down to business and name the topic.

3. Give your topic credentials

Imagine

that your audience asks you, why are you qualified to speak about this topic? dont detail your whole resume- just enough to credential you in this topic. Dont brag about yourself, either- just state your experience. This section should take no more than two or three sentences.

4. Emphasize the benefits

Emphasize

the benefits the audience will gain by listening to you. This is a sometimes neglected but crucial part of an effective business presentation

5. Forecast the structure of your talk Briefly outline the agenda points you will cover. Dont detail them yet, just list them. If you wish, show the audience a visual agenda to accompany your words.

6. Suggest questionanswer rules

Tell

the audience when you would like them to ask their questionsanytime, after sections, or after the entire talk.

7.Start agenda item #1.

Simply

say, now lets start with point #1, and youre in.

 Think

carefully about your business audiences interests and concerns. Find ways your presentation will benefit your audience, and make sure they know, right from the start of your talk, what those benefits are. When you see that your audience is listening with interest, youll more easily deliver a powerful, persuasive presentation.

Use quick specifics for high credibility

Remember

mother Mary who knew Latin or uncle Sam who is great at bridge! We think this way because we have a tendency to generalize from specific experiences. We tend to assume, rightly or wrongly. That behind any specific behavior is a general pattern of knowledge, skill or similar behavior.

In presentations: the quick specifics

And

so it is with professional presentations, especially persuasive ones: if you give your audience specific names, facts, examples, statistics, stories, or analogies-especially lots of them in rapid-fire sequence the audience is likely to assume that for each specific you gave you could have had more to say, and therefore your evidence must be overwhelming and your point valid

Think many and quick, instead of few and deep

Many

audiences will respond best to many specifics quickly stated, rather than few specifics explored in depth. Audiences are generally impressed with a wide sweep, an over view of the evidence. They may eventually require more depth, so an excellent presentation strategy might be to give your wide sweep of quick specifics, then go back and develop one of your specifics in detail.

The

audience will then assume that every one of your specifics could go just as deep, and they will feel a sense of the breadth and depth of your point, even if you dont have the time to detail all your evidence.

A final word: know the breadth and depth of your evidence

The

many and quick strategy could lead to abuses. A few bits of knowledge can be made to deceive unsophisticated audiences. The best presenters know their material broadly and deeply and are always prepared to offer fuller explanations. The wisest audiences know that behind a presenters quick, specific evidence must lie a depth of understanding; if they have any doubts about a presenters knowledge, they must ask for more depth or risk being misled.

Use the BEST recipe to organize your points

After

you have brainstormed the evidence you want to use in your speech, you need to present these specifics in an organized fashion. A handy recipe for organizing a speech is the BEST formula: bottom line, evidence, summary, transition.

B= bottom line
To

open each section of your speech, state in 25 words or less the point you wish to make in that section. Use a signpost phrase like my next point is or point #3 of my presentation is, this gives the audience a clear sense of where you are in your talk.

E= evidence or examples
List

the best evidence, examples, statistics, stories, and analogies you have to support your point. A good technique is to signpost these specifics with a statement such as, let me give you some examples, or here are some statistics you may find helpful. To support you may tell stories about people you have met; tell jokes; and mention shah rukh khan, mahatma Gandhi, Bernard Shaw, Rajneesh just make sure your evidence is quick and convincing

S= summary of bottom line

Restate

your point so the audience knows that you are emerging from specifics into a general statement. You can signpost your points summary with to summarize this point( do not say in conclusion unless you are at the end of your talk)

T= transition to next point

Lead

the audience to the next point with a natural transitional statement, such as that leads me to the next point, or now lets move on.

Use a recipe to conclude with power

The

most effective conclusions are a combination of logical and emotional elements crafted into a clear sequence. To fashion a solid, uplifting conclusion, try this recipe.

1.Announce a stop sign

A

stop sign is an unmistakable verbal signal that your talk is about to end. Classic stop signs include the phrases in conclusion or in summary. Say your stop sign in a clear firm voice, and your audience will perk up- not because theyre glad you are finished, but because they know that they are about to hear an important statement : your final words.

2. Summarize your main points Recap the main ideas you have covered in your talk. Dont say too much; just give a brief bullet point list of your bottom- line points.

3. Motivate the listeners

Even

in low key presentations, you may find that an optimistic, team building feeling would be appropriate as you conclude. To achieve this emotional, motivational effect, experiment with the following terms:

Challenge, difficulty, effort

Tell

the audience that the ideas you have proposed may not be easy to implement. Challenge them to take on the ideas anyway.

Optimism
Express

as much sincere confidence as you can. Be willing yourself to take on the challenges. Predict a realistic success.

The future
Refer

to times to come. Even use the word future as you predict a brighter day

Pronouns
Make

your talks personal. Use the words I, me, or mine- refer to your own commitment. Tell how you feel; risk a bit of selfdisclosure. Use the word you refer to the audience- or even better, use we, us, or our to refer to yourself and the audience as a team.

A final uplifting phrase

Make

the very last words you say turn upward, not downward. Do not end with a statement like, we will look forward to a brighter future and avoid the serious problems of the past. Rather, say we will avoid the serious problems of the past and look forward to a brighter future. Leave the audience moving upward with your last words.

4. Pause and say thank you

Thank

you signals the finish, and therefore the moment listeners can react. The phrase is, in fact, an applause cue.

5. Pause again and solicit questions Make sure your pause is long enough to allow for the listeners applause or appreciative nods. Then, if appropriate, solicit and answer questions.

Handle questions with care

Answering

questions well can be a major key to the success of your presentation, because the Q&A session is where the audience finds out how much you really know about your topic and therefore whether they can believe in your ideas Some useful guidelines

Anticipate questions
Before

the presentation, brainstorm 10-12 tough questions you think youll be asked. Prepare good, solid answers.

Specify when you want the Q&A session

In

your introduction, request questions any time, after sections of the talk, or at the end of the talk. Questions during your talk may make your talk longer and harder to keep focused, but they can make your talk interactive and more engaging.

Listen carefully to questions

Dont

complete questioners thoughtsthat can be insulting.

Always support questioners

Never

put anyone down for asking questions, even poor ones. Put downs only make enemies. Presenters can insult questioners without realizing it by making an unintentionally hurtful comment

For

example, suppose someone asks a question and you say, I thought I explained that, but Ill go over it again for you.

Beware of saying good question If you say to Kareena, youll have to say it to everybody, or risk making people think their questions arent as good as Kareenas

If appropriate, repeat (or restate) the question especially if the question is complex, or if the room is so big that all listeners cant hear the questions posed to you.

Break out multiple-part question

If

someone asks you a three- or four- part question, dont panic. Answer only the first part if the question and then say, now, what was your second question? Handling the questions one at a time is much easier and just as effective.

Answer briefly
The

fewer words you say, the more of them are remembered.

Involve the entire audience in your answer Even though one person asked the question, you should answer to every one, with only a bit more eye contact directed at the asker

 Simply

say you dont know, promise to get back to the asker with an answer, and do it ASAP. You may be better off this way than if you knew the answer right off; getting back quickly shows a customer service attitude.

If you dont know the answer, dont bluff

Techniques for using Laptops or LCDs Dont overdo visual effects; dont make a visual for every single thought. If possible, index slides for quick-reference tailoring on the fly.

Rehearse

carefully. Get there early; check everything twice If using a TV monitor, use at least a 27 screen

If

using a LCD panel and reflective screen, try to get a super-high luminosity overhead projector Allow sufficient setup/boot up time

 Ensure

the image is large enough to be seen at the back; if necessary, use the image sizer on the over head projector Make sure the image is bright enough, but try also to leave the room bright enough for good eye contact

If

presenting in a darkened room, emphasize your voice dynamics If you anticipate long discussions on any slides, turn off the screen saver feature

 For

verbal- visual cooperation, use cascading bullets or progressive highlighting. For commands, use a remote portable mouse as opposed to tapping laptop Create a dark slide effect so you can occasionally speak without visual aids

Handshake

Handshake
When,

where, how and whom to shake hands with? The following will answer most of the questions on the topic of hand shake.

You would shake hands

Whenever

you are introduced to someone the business or social arena. On meeting a business or a social acquaintance. When someone comes into your office or home.

 When

you are congratulating someone-show your enthusiasm but be aware of shaking the arms of the socket! When you are offering your sympathy or condolence-the glove handshake is very appropriate in this situation.

When

you greet your host and hostess. While saying goodbye taking leave. Have a firm and not a crushing handshake. A word ofcaution here.

 Please

do not shake the other persons hand off the shoulder socket and also be aware of a persons physical inability to shake hands firmly. Dont hold back. Extend your hands immediately to have a distinct advantage

 Exception

to this rule would be, in the social arena, the man waits for the woman to extend her hands first, especially in Europe. It is considered to be in bad form for the woman not to extend her hand spontaneously.

 The

socially savvy man knows to wait for the woman to take the initiative. But if the man holds out his hand first, the woman should take it graciously accompanied by the proper verbal greetings! Happy handshaking!

Interesting thoughts
Why

is it whether you sit up or sit down, the result is the same Why isnt phonetic spelled the same way it sounds?

Why

are there flotation devices under plane seats instead of parachutes? Why do fat chance and slim chance mean the same thing?

If

you cant drink and drive, why do you need a drivers license to buy liquor, and why do bars have parking lots? Why is so hard to remember how to spell

If

nothing ever sticks to TEFLON, how do they make TEFLON stick to pan? If you are in a vehicle doing the speed of light, what happens when you turn-on the headlights?

You

know how most packages say open here. What is the protocol if the package says, open somewhere else? Why do we drive on

Why

isnt palindrome spelled the same way backwards? Why is it that when you transport something by car, its called a shipment, but when you transport something by ship, its called

 You

know that little black indestructible box that is used on planes, why cant they make the whole plane out of the same substance? Why is it when you are driving and looking for an address, you turn down the volume on the radio?

If

you have your finger touching your rearview mirror that says- objects in the mirror are closer than they appear, how can that be possible? If some invented instant water, what would they mix

Why

is it called a TV set when you only get one? Why does your nose run and your feet smell? Why does your nose run and your feet smell?

Why

does an alarm clock go off when it begins ringing? If pro is opposite of con, is progress the opposite of congress? Why is it, whether you sit up or sit down, the result is the same?

Interviewing weaknesses
Perhaps

it is because we are all involved in this activity so often that we tend to take all but the most formal occasions for granted.

We

become complacent and, as with so many other communication activities, interviews can often be ineffective and waste of time

Check points: Ineffective Interviews

Took

longer than necessary Rambled off the point into a discussion of irrelevancies One or other party talked too much, not letting the other get a word in edgeways

Left

you feeling dissatisfied in that the interview didnt achieve what you had expected or hoped Left you wondering what the purpose of the interview really was

Developed

into an argument or even a slinging match Did more harm than good

 In

general terms, interviewing consists of talking and listening and forming conclusions. Talking listening to other people are the basis of good communications at work and in our personal relationships

But

it is not a question of encouraging people to talk to one other more, but a question of improving the quality of talking and listening that takes place.

What is an interview?
Any planned and controlled conversation between two (or more) people which has a purpose for at least one of the participants, and during which both speak and listen from time.

 Chance

meetings in corridors, lifts or canteens often result in conversations, but we shall not consider these interviews as such, since the definition we are using contains the crucial idea of purpose, as well as the aspect of planning and controlling the conversation.

 In

remembering the reasons why some interviews you have taken part in were unsatisfactory, you may have deduced that many interviews tended to become merely meandering chats precisely because no one seemed to be too clear exactly what the interview was intended to achieve

Check-points: The Effective Interview To be effective the interview must have: .purpose .planning .controlled interaction

Whether

you are likely to be mainly the interviewer or the interviewee will depend, of course, on your circumstances, but you can learn a great deal about the art of being interviewed by learning how to interview

 From

understanding the objective of an interviewer and being aware of the methods used to achieve those objectives you can gain insight into how best to perform as the interviewee, and to cope with or help the less-than-good interviewer, of whom there are many

The purposes of the Interview

The

purpose of the interview may be very specific selecting someone for a job; hearing about someones complaint; reprimanding or disciplining someone for a misdemeanor; or determining someone is progressing- and there are many more.

But

all interviews will be concerned with: .obtaining information .passing of information .clarifying information In other words exchanging information

It

is the reason why this information is exchanged which forms the of a particular interview, and the researchers normally conceive of four basic purposes of interviews.

1.

2.

Dissemination of information (teacherstudent interviews, news journalism interviews) Seeking belief or behavior change (sales, discipline, performance appraisal)

3. problem- solving and decision- making (employment interviews, performance appraisal, medical interviews, counseling, grievance procedures, parent- teacher discussions) 4.Research and discovery of new information (academic and social case work, market research, polls and opinion surveys, police interrogation, academic and writer research)

Most

interviews, whatever there overall purpose, will be concerned with eliciting or exchanging information of various kinds.

Types of Interview Information 1. Statements of description 2. Statements of factual knowledge 3. Statements of behavior

4.Statements of attitude and belief 5.Statements of feeling 6.Statements of value

Statement of description
The

interviewee is required to provide information concerning something he has observed or experienced and may be questioned much as a witness is by lawer.

Statements of factual knowledge

The

interviewee is required to pass on an explanation of information he possesses (e.g. an interview with an expert or specialist)

Statements of behaviour
The

interviewee defines the previous, present and future behaviour of the interviewee

Statements of attitude and belief

Information

of a more subjective nature revealing attitudes, personality, ambition and motivation; these statements represents the interviewees evaluation and opinion of the truth and falseness about things, e.g. I think that may be true I believe all staff should

Statements of feelings
These

messages reveal physical and/or emotional levels which reflect the state of the individual, e.g. I am fed up with always being ordered about by someone for whom Ive no respect; Im thoroughly enjoying this new responsibility , etc.

Statements of value
These

statements convey longstanding belief systems that are highly treasured by the respondent, e.g. the essential quality in anyone is commitment- a willingness to see things through and stick at the job despite difficulties. Without that, all the qualifications in the world are useless.

LISTENING

Listening

is the key to success Listening opens up new horizons

Listening

is the key to learning Listening begets listening

Why do we listen?
To To To

gain information
get feedback

participate in anothers story

To

hear of their experiences and insights To be in control (information is power)

To

broaden our horizons, ie to learn To create a relationship To respect and value others

Listening

is perhaps one of the most important skills we have, yet it is one of the least recognized.

A neglected skill
Listening

in fact is how we ourselves learn to speak.

reveals that although we spend so

Research

much of our time listening we dont necessarily remember all were told.

Shortly

after a 10 minute oral presentation the average listener will have retained only half of what was said.

After

48 hours they are likely to remember only 10 percent!

Why dont we listen?

1.

Selective listening

 Sit

still for about 5 minutes with your eyes shut. Concentrate on the things you can hear , and identify as many different sounds as you can. At the end of the 5 minutes make a list, independently, of these sounds. Finally, discuss the results with your partner. What conclusions?

Sounds

which are considered unimportant are shut out. We concentrate primarily on what we think is important.

Go to the locker (no.252) at CST station. In the locker you will find a cash box which contains the following:
1. 2.

3.

50xRs500, 50xRs100, 50xRs50

Please bring me half the money.

What is the number of

the locker ???

Why do people listen selectively only to what they think is important?

Talking speed versus the speed of thought.

There is a considerable difference between the speed at which people talk and the speed at which they think .

The

average person speaks at about 125 words per minute

An

average persons thinking speed is in the range of 500 words per minute

Results.
Daydream
Tune

out Mental walk about

You are the leader of the search party looking for a plane which has crashed in the wilderness. After searching the area for some time you eventually locate deep furrows made by the plane as it crash landed. Following the furrows you see the plane with its back broken lying partially submerged in the middle of the river. There is no obvious sign of life. You realise that there is no way you can carry the dead back to civilisation and you

must choose where to bury them. It would be easier to get them to the far bank but the ground is very rocky. To bring them to the near bank would be much more difficult because of the depth of the water and the speed of the current, but once on the bank the job would be relatively easier because the ground is soft.

On which side of the river would you bury the dead???

Lack of interest
It

bores you. It doesnt concern you. You have other more important things on your mind- professional or personal.

Some cues:
Staring

into the distance. Sitting on the edge of the chair. Moving towards the door Packing the bag. Saying yes no or nodding without conviction.

Beliefs and attitude

We

all have opinions on a variety of issues. We feel strongly about certain subjects We value certain behaviors.

You

tend not to listen when your beliefs and attitudes are challenged or opposed .

Reactions to the speaker

Emerson once said...

What you are, sounds so loudly in my ears that I cant hear what you say .

Some stumbling blocks

Accent

Mannerism Use

of certain words

Our preconceptions

Hierarchy

Education
Profession Social

Status

Race
Age/Gender

The words we hear

Pet

Phrases Over repetition of words Unfamiliar words Jargons

English Language has nearly half a million words and an average person uses a tiny proportion, may be 3-4 thousand only.

A point worth remembering is that same words mean different things to different people.

A few of such words are . Call it a day . Help . Back ground . Condition

Physical Distractions

Noise Dress Physical background Non-visibility of the speaker Gestures

How we show we are not listening

. Turn-away . Shuffle papers on your desk . Put papers in your brief-case . Have a glazed look

. Pick up a file and start reading .Turn and talk to someone else . Not respond to a question intentionally . Continue to look at the monitor

At times signs of concentration, deep thought, comfort in the proceedings by leaning back in the chair, .. may at times be construed as not listening.

Non-verbal communication

Metacommunication and Paralanguage

Non-verbal

communication is anything other than words that communicates a message. The way we stand, walk, shrug our shoulders; the clothes we wear, the car we drive, or the office we occupy; all communicate ideas to others.

 All

these things which we take into account in interpreting what someone is saying, over and the actual words, are referred to as metacommunication. meta is Greek and means beyond or in addition; hence, metacommunication is something in addition to communication.

 However,

if you get additional communication from the inflection of her voice, then she communicated this by means of what we call paralanguage. Frequently paralanguage conveys the opposite of the words themselves. When this happens, we usually pick up the meaning of the paralanguage rather than the language being used

its not what he says, but the way he says it.

Non-verbal

channels are the ones which seem to be least aware in ourselves, but most aware in others

lets have a look at the non-verbal language of -silence -time and -body language

The language of Silence

You

think you have made a fabulous speech and you ask your audience to ask any questions there is pindrop silence in the hall. How do you feel? silence is golden, so the saying goes, but is it?

long period of silence may be golden for some people in certain circumstances, but at times it can be embarrassing and even rude It could be boredom, rejection, disagreement, total satisfaction,very ambiguous!

 We

are social creatures and our society is made up of responses to each other. We keep on seeking reassurances One of the cruelest social punishments is solitary confinement Silence builds walls- and walls are barriers to communication.

At

times silence can bean effective technique in encouraging feedback, or a real two-way communication Silence is a powerful tool of communication, but it must be used skillfully

The language of Time

It

is easy to assume that we all experience time in much the same way After all an hour is an hour Yet time is experienced differently by different nationalities, societies, and cultures. There is a Christian calendar, Muslim calendar, Hindu calendar and so on

 Even

in the same culture different communities will divide time into different time periods. Different businesses have different weeks, seasons. Different professions have different time scales Markets, schools/colleges, tourist seasons, courts, agriculture

 Different

people attach different value

to time one minute, never, as soon as possible, lets call it a day, For some 9a.m. is sharp 9a.m. while for the others it could be 10a.m., or 11a.m. or even later Time is also used to show eagerness, interest, enthusiasm, attitude, seriousness

 There

are cultural differences in the uses of time, which a business traveler should be aware of At luncheon meetings the business is discussed either before, during, or after depending on that countrys culture Local customs, cultures, manners, etiquettes and such, vary from place to place, caste, creed, religion, income, education, lifestyles, social status the variances are too many

Body language or kinesics

A

favorite sport of many people is people watching or, Desmond Morris has called his very popular book, manwatching What do you do when you are waiting on a railway platform, alone or at a busy doctors clinic Possibly you cant hear, so you are actually listening/hearing/reading their body language

 Whether

we are aware of it or not, each of us spends a lot of time decoding body language, or as it also known as kinesics The non-verbal communications often come through louder than the words that are actually being spoken and are frequently the means by which we reveal the emotional side of our communications.

 The

non-verbal messages of a speaker tend to reveal the degree of presence of sincerity, conviction, honesty, ability and knowledge; they reveal, too, a lot about the speaker and their attitude and feelings about the message they are transmitting. Body language of the receiver also reveals a lot about them and their feelings

 But,

more important, it frequently tells the speaker the extent to which their audience is accepting or not accepting the message. In other words, body language provides instant feedback to the speaker and tells them how they are doing. It is needless to state that to be a good body language reader you have to sharpen your powers of observation

Space
Before

we try to understand the movements of the various parts of the body, we should first examine our attitude to the space in which that movement takes place. Just the way silence and time speak, so does space.

Not

only does space affect the way we communicate, but we use space to communicate Each of us have space we feel is our own the three bears story
examples

Bosss

room/chair Mom and dads bedroom Juniors hostel P.G. class Ladies line Members enclosure

Space and status

room- bosss room Small car- big car 1bhk-3bhk Napean sea road- Dharavi LLIM- IIM-A
Your

Territory
Seashore-

towel Train seat- hanky Table no. 1 Front/back bench

Assignment
How

do you in a hypothetical situation stake your claim on a particular territory? How do you feel when people invade into your territory?

Personal space
Intimate

distance Personal distance Social distance Public distance

Touch
Touch

is probably the earliest form of communication and still is. However , society/cultures/surroundi ngs/upbringingbring in inhibitions

Orientation and posture

We

can influence communication and signal our attitude not just by our proximity to others but by the position and posture we adopt.

Body language or kinesics

Exercise Look at the drawings on the board. Which of the following adjectives describes which posture?

Angry

Aloof

Ashamed Casual Describing Dominating Doubtful Impatient Modest Questioning angry

Sad

Self-conscious Resigned Self-satisfied Shy Surprised Suspicious Undecided Uninterested

Psychologists findings
Posture

1 Uninterested Describing Resigned Doubtful Questioning

Posture2

Self-satisfied Impatient Describing Casual Angry

Posture

Posture

Shy Selfconscious Ashamed Modest Sad

4 Surprised Dominating Suspicious Undecided Aloof

Head nods
We

shake our heads up and down or from one side to another In some instances it is done at different speeds There are many reasons and implications Could be a yes, no, go on, I want to intervene and speak, encouragement, disagreement, agreement and so on

Facial expressions
Of

all body movements, facial expressions are the ones we are most able to control A persons face provides a commentary on the reactions- surprise, disbelief, agreement, disappointment, anger and so on At times there is a mis-match between the verbal words and facial expressions If this is combined with body movements it becomes that much more complimented

Eye movements
In

contrast to other body signals, movements of the eyes have an effect quite out of proportion to the physical effort exerted Some eye movements are quite uncontrollable but nevertheless send out very strong messages which we receive almost without being aware of them. They perform many functions

To indicate interest
When

two people are engaged in conversation they look each other in the eye intermittently Usually each looks between 25 and 75 percent of the time The glances vary in length but we tend to look twice as much while listening as while talking

 The

amount of look is related to the amount and kind of interest; if we are interested in someone or what they are saying we will look at them, whereas we will tend to direct our gaze away if we are uninterested At times, long periods of looking may indicate a desire for intimacy When a general glance in a train or a lift or a public place becomes a second glance and then a stare it means more than just a passing interest

To gain feedback
People

look primarily to obtain information: to get reactions, to gauge their interests Believability, truth, confidence and such things get justified

To synchronies speech
Eye

movements, like head nods and grunts, are also used to synchronies speech. They need to see how the other person is reacting, thereby continue with modifications if necessary

How to create your presentation?

S- situation
P- purpose A- audience

M- method

Situation
Check

your venue Organize your schedule

Check your venue

In

order to feel totally relaxed during ;your presentation, you must be completely familiar with the room facilities and layout. Where possible you should visit the chosen venue in advance, or talk the facilities manager to thoroughly check arrangements.

Your venue checklist

do

you know how long the presentation should last? Do you need to book the room? What is the start/finish time? Have you booked refreshments/lunch? What is the room size?- e.g. conference room, class room or lecture hall. Will you need microphones/PA? Where are the doorways/ fire exits?

 Are

there any practice fire alarms scheduled/ do you know where the assembly areas are? Where are the toilets/restroom/restaurant? Have you checked the heating/ air conditioning?- remember to set the temperature slightly cooler than is comfortable; a room becomes much warmer when it is full of people. If you make your audience too comfortable they will fall asleep! Are there adequate power sockets/ will you need extension cables or adaptors?

 Is

the seating plan adequate?consider arranging the audience seats in a semi-circular pattern, as this is by far the best arrangement for acoustics and visibility. Have you tested the venues presentation facilities?- if you intend to use any audio-visual equipment you must ensure that you are familiar with it.

Is

there adequate lighting?make sure you know how to dim the lights if required. Is speaking area well lit? Are there windows/blinds?check they operate correctly.

Organize your schedule

Your

goal is to organize yourself, allowing you to concentrate on the presentation at hand Prepare your presentation notes well in advance. If your venue is not local, you must plan your travel and book your accommodation immediately. Always arrive at atleast an hour before your presentation, to give yourself plenty of time to prepare

 Finally,

every experienced presenter has arrived at a venue to find that the equipment or materials which were booked in advance have not appeared. Always prepare for the worst scenario, travel with your presenters survival pack, containing enough essential materials to carry out basic presentation given any circumstance.

The presenters survival pack

Slide

showPowerPoint and/or vcd Laptop Handouts/book s Audience exercises/tests Notepads/audie nce pens

White

board marker pens Chalk Pre-prepared flip- chart main headings Passport Credit cards

Your schedule checklist

Have

you confirmed your method of travel? Do you need book rail/air tickets? Do you need to book hotel/ accommodation? Have you packed all your personal requirements, e.g. washing/ shaving gear, clothing, alarm clock? Do you need to take any presentation equipment with you- e.g. projector?

 Do

you have your presenters survival pack? Do you have a route map to your hotel/venue? Have you got your passport/visa? How long will it take to get to your destination? Will you need to allow time to recover from jet lag? Do you have enough spare cash or credit cards?

your cash of correct currency? you may need some for taxis, restaurants etc. Have you contacted the venue organizer to confirm your arrival plans? check for contact numbers. Do you have a point of contact?phone number, e-mail address. Have you filled in your expenses form?
Is

Purpose
Identify

the aim/purpose Choose your topic

Identify the aim/purpose

When

choosing the purpose or type of presentation, first and foremost you must ensure that you tell the audience what they want to hear. There are three types of presentation: .Informative .Persuasive .Entertaining

Informative
In

a persuasive presentation, the audience learns about a new topic or gathers more information about a particular subject. Informative presentations can be delivered as a brief, a review or a report. The style of delivery could be explanation, demonstration, description, or a series of actions or instructions. Whatever you present should contain a lot of information that is new to your audience.

Persuasive
A

persuasive presentation is supposed to change the audiences attitudes, opinions or behaviours, or to sell. All persuasive topics fall into one of four categories, depending upon the type of proposition or claim that you are making

 An

exploration of the worth of some idea or selling pitch A confidence building exercise A recommendation of a specific course of action Factual issues that usually involve conflicting evidence. The audience may be challenged or have to decide which statement is true or false

Entertaining
If

you are trying to entertain, do not expect your audience to be responsive if your delivery is dull and unimaginative! You want them to have a good time and to be amused or interested by the presentation, so try to gain and keep their attention using rapport, feedback and involvement. If you dont consider yourself to be naturally funny, use long jokes and stories sparingly!

Choose your topic

Ask yourself: .does the topic address the audience needs? .will you enjoy talking about this topic? .will the audience be interested in your topic? .are you sure the topic wont offend some members of your audience?. .does the occasion for your presentation have a special purpose? Your interest in the topic will improve your ability to create an effective presentation.

Audience
One

of the most important rules of any presentation is to know your audience. Your goal is to: .be perceived by the audience as credible and qualified to speak about your topic. .build a rapport with them and listen to what they have to say. .most importantly- ensure that the presentation fulfils their needs!

Your audience checklist

What will they want to know and what do they need to know? What is the size of the audience? What is the cultural make-up? Have you identified the key members of the audience? Do they anything in common? What will they already know about the topic? Will they leave the presentation well informed? How can you involve the audience in your presentation? How can you best gain and hold their interest and attention?

Other factors
If

possible greet the audience as they arrive and chat to them. It is easier to deliver a presentation to a group of friends Dont start your presentation with a 45-minute corporate video- its a guaranteed turn-off!

 The

time of day could also have an affect on your audience: .is the presentation immediately after lunch? .is the presentation late afternoon or evening? .is the presentation on the last day of the week?

Method
Organize

your research

material Select your audio/visual aids Choose your oral delivery

Organize your research material

Do

not be tempted to cover material which YOU are familiar, but that bears no relevance to the audiences needs. Try not to include too much technical jargon or abbreviations, as not every one will understand the latest buzzwords

Resources
Your

research methods should include: .the internet .company intranet/literature .visit your local /industry library .personal networking skills

Select your audio-visual aids

Presentations

can be made far more effective by the correct use of audiovisual aids. Their primary function is to assist the understanding of the audience. In addition, good realistic aids add variety and make the presentations more interesting. Your goal is to give the audience direct sensory contact with your presentation, to improve knowledge retention.

Examples of visual aids

People: body, clothing actions, gestures, voice, facial expressions and demeanor Sketches Pointer Handouts Graphs: pie, bar, line

Photographs and pictures Posters Objects or models Audio-visual equipment: ohp, slides/transparencie s/PowerPoint.. Films, vcds

Management of visual aids

Relevant

Only select and use an aid if it makes the topic easier to understand. Avoid any unnecessary distractions and do not obscure the view of your audience. Remove or cover the visual aid when not in use

 Suitable

A readily available aid is not necessarily the most suitable aid. You must be imaginative. If you do not have the real thing, improvise using diagrams or models. You must prepare text and graphics with extreme diligence, as any spelling mistakes, inconsistent font sizes, wrong punctuation and errors will divert attention away from your presentation. Do not use models that are dirty, broken or unrepresentative of the real thing

 Entertaining

the use of colours, good layout, humor and realism will help to add interest Audible/visible aids must be seen and/or heard easily. Make sure that any slide show projection is placed so that it fills the screen (and isnt crooked). Check visibility by sitting in all locations in the room. Ensure that the volume of any audio equipment is set to acceptable levels. Technique when demonstrating aids, a useful three-stage technique is to TOUCH the aid, TURN to make eye contact with the audience, and then TALK to them

PC/laptop and PowerPoint slideshow

The PC/laptop and the digital projector is the most common form of audio-visual aid used today; however it can also be the most complex. You should ensure that you are thoroughly familiar with any PC software, projector equipment or associated cables that you may be using Another commonly used visual aid is the slide show.

When used properly a slide show is a convincing aid to your presentation, but be careful not to overdo it. Most modern presenters seem to be more concerned with using the best computer visual effects rather than building rapport with the audience. Be aware that people will not be automatically impressed by a state-of-the-art animated computer image, especially if the content is confusing, illegible or contains grammatical errors. Many companies and educational establishments now have a built-in video projectors and computers; as a consequence audiences are suffering from over exposure to identical clip arts and audio files

PowerPoint is a very useful tool for the presenter; however the slideshow should be balanced and pleasing to the eye. As a general rule, keep it simple and relevant and avoid using too many slides or speeding up the presentation if you are behind schedule. A general rule of thumb to determine how many slides should be used during a presentation is: .10 minute presentation- one slide per minute .40 minute presentation- one slide every 2/3 minutes

Standard PowerPoint slide font sizes

Title

: First slide in a presentation (size 48 point) .subtitle Centered (size 40 point)

Title Centered size 40 point Subtitle: Size 34 point, Centered Arial Bold The ONLY font used in a presentation Bullets size 32 .

Slide colours

The selection of text colours is very important. Text and colours that look impressive on your laptop display may not be as legible on a larger screen. Try to limit your selection to a maximum of three colours. You must check your slide color scheme using a large screen (preferably at the venue itself) You should also check that the slide detail is legible from all angles within the room

Public speaking

All great speakers were bad speakers once. -Emerson

The skills and confidence of public speaking come from two things: hard work and practice.
So

how do you go about the hard work and practice? Lets deal with the practice first.

It

is true that no amount of reading and learning techniques from a book will turn you into a competent, confident speaker. Sachin Tendulkar then and Sachin now is a living example of what hard work and practice can do.

but how can I get practice

Speak

whenever you get the opportunity This will help you find your own particular strengths and weaknesses Then learn to exploit your strengths and avoid your weaknesses

Preparation
There

are techniques we can learn from experienced speakers Many a speaker has used Thesaurus for word selection Many a speaker who speak impromptu, do not. work has been done long before they reach the platform.

First questions
As

with any other communication, it is back to Why? Who? What? When? Where? And How?

When will it take place?

Be

sure that you have adequate preparation time- for both written material and visual aids.

How long?
Are

you to speak for? Is the time adequate for your subject? Remember that, contrary to what may seem the case, the less time you have to speak, the more carefully planned your talk must be.

As one speaker said:

If you want me to speak for five minutes- I need two weeks to prepare. If you want me to speak for an hour- I need a week to prepare. If you dont mind how long I speak, Ill get up now and do it now,

Where is it to take place?

In

surroundings familiar to your audience? Familiar to you? If not, try to visit the venue before you speak and in any case check before-hand the type and size of the room, tiered seating or flat floor, acoustics, lighting, equipment available, etc. dont hesitate to ask if particular arrangements are possible

Who are to be present?

Number,

age and type of people, male or female, intellectual level, their current knowledge of the subject, their reasons for attending and their attitudes. These will, of course, influence the ideas and the language you use.

Why me?
What

special knowledge or position have you? What will the audience expect from you?

How?
Are

you expected to give a formal speech or lecture, or an introductory talk to provoke discussion? Will there be a question session? If there is to be a discussion or a question session then you might like to leave some things unsaid so that you leave your audience with some questions to ask and yourself with something fresh to say in answer to them.

Adjust to circumstances
In

many a case there is likely to be a conflict between the desired circumstances and the given circumstances Hence usually some modifications or compromises will be necessary. It could be time, audience size, equipment

Developing the material

Stage

one Think you have selected your subject, now give the time to grow. # take time to gather and arrange your thoughts..

 Think

about the talk at any convenient moment; a good time often presents itself when you are doing some other, usually manual job, like digging the garden, decorating your flat, or perhaps traveling to work or college. Discuss the theme with friends and colleagues. Carry a notebook or a card, on which to note ideas as they occur to you.

Stage Two- Read

Read as much as time permits Gather more material than you

can possibly use, not only on the subject but also, for example possible quotations Collect anecdotes and stories from newspapers and magazines.

Stage Three- construct your outline As with any carefully presented message, it will require an introduction and a conclusion However you do it, it should be logical and systematic.

look

after the beginning and the endand the middle will take care itself. Of course the middle needs to be well structured if you are to achieve your goal men perish because they cannot join the beginning with the end.

Opening the talk

The

first few minutes are very crucial because: -you may have to follow a speaker who for whatever reasons has had a great acceptance -you may be the first or only speaker on that occasion and you have to cut the ice, so to speak, make the audience feel immediately that their attendance is worthwhile -you may, like most other people, feel far more nervous during the first few minutes

Check points: creating a good opening impression

Arrange

the stage on which you are to perform. Take a little time before you start speaking to position your notes and visual aids so that you can use them comfortably. Make sure you have room to move between the table or lectern and the blackboard or OHP, that your notes are high enough to you to see without continually dropping your head

 Dont

hesitate; start as soon as the audience is settled, but take a few seconds to survey the audience and let them stock of you. Dont open with clichs or hackneyed expressions, e.g. it gives me great pleasureI want to thank you(do this a little later or even towards the end of your talk)

 Dont

apologize. You may not that your knowledge, subject, ability or even presence is Upto the occasion but the audience will be confident, if you start with the confidence that stems from being well prepared. The opening must be something original and interesting enough to make them want to hear what you have to say

 Avoid

too early a climaxinterest will fall if the high standard of the opening cannot be sustained. Remember it is only an opening- an introduction. Dont make it too long. Keep it in proportion to the total length of the talk.

Check-points: A Dozen Ways to Start.

Statement

of subject or title- not very inspiring: they probably know your subject anyway. Statement of your objective and the plan of your talk- a good safe way to start if you have adopted a deductive sequence, but if you are trying to persuade , you dont want to give the game away too early.

 for informal occasions. only the other day when I was with Yuookta M This has avoided giving the impression of making a speech
Informal

 Question-

anticipate the type of questions your audience might want answered in connection with your subject: are the days of kapoors over? The audience instinctively tries to arrive at an answer- and gives you an opening

 Mind

reading- similar to the use of question. Anticipate the audiences preconceived ideas; bring these in to the open and correct them if necessary if I were a member of the audience today I would be expecting to sit through another boring lecture on communication. But I have something more interesting

Anecdote

must be well told, relevant to the subject, brief and, if possible, personal ( the willingness to laugh at yourself will usually win an audience)

 Joke-

if your experience tells you that you can do this well, then it may be worth risking it. But peoples sense of humor differs radically, and if the joke falls flat you are worse off than before. Again, it must be well told, relevant and brief

 Facts

and statistics used sparingly they can get the audience to rise to the occasion. Most business or technical subjects offer many facts which will interest and inform your audience. choose them carefully, make sure they are accurate and keep them simple. Contrasting facts can be particularly interesting: In 2003,an average of15000 people died of heart attacks while 25000 died in road accidents

Quotation

perhaps the easiest method to use and often most effective. the quotation should be from a well known person or author known to the audience, and strictly relevant to your subject

 Shock

not just the gimmicky opening, firing revolvers or letting off explosions, which can often go wrong and are always to sustain. shock can be created through effective use of words: MBA is a waste of time and moneyonly fools do it pause to allow the shock to take effect, then: unless, of course, it is aimed at

Topical

story as opposed to the humorous story. Everyone likes a story- but only if it is skillfully chosen and told. Ideally it should have an intriguing twist and must lead into the subject

Closing the Talk

Just

as you need to attract the interest ;of the audience at the beginning of the talk, so you must finish on a high note. The effect of the speech which is other wise good can be damaged by its close

Check- points: Pitfalls to Avoid

Avoid

wandering towards the end. End on a high note which is relevant to all that has gone before Dont make a second speech. Even if you suddenly think of something else which is relevant don't be tempted. It is very easy, as the tension relaxes, to start developing a new line of thought which was not there in the body of thought earlier

 Avoid

repetition. In summing up the main points you have made, dont repeat details or labor over points again. If you have finished before your allotted time- sit down. Dont pad it out. Avoid having to rely on notes for your final remarks. Learn your closing words so that you can look at your audience as you reach your climax

 Dont

give too many closing signals, e.g. and finally, in conclusion, one other thing before I finish, then, before you fall asleep, In fact, it is probably best to avoid a closing signal altogether Your closing remarks should round off your talk, and therefore by implication your audience will know that your talk is complete.

To

avoid these pit falls, you need to have a closing plan which is an integral part of the development of your whole speech. In this way you wont get lost at the end of your presentation.

Check-points: 10 Ways to Stop Summary-a fairly standard way to finish but nevertheless effective. A brief review of the important points leaves no doubt in the minds of your audience

Questions-send

the audience away to think of an answer. This then is what we have to do. The question now is , how can we best achieve it.

 Story

or anecdote-should be brief and to the point. A story can illustrate how your ideas have worked out in practice Quotations- can indicate wide knowledge and therefore lend credibility to your performance. Must be relevant and must not be just tucked in for its own sake

 Alternative-

offer a choice of alternatives, or different solutions. The one you want accepted should be obvious from the way you have constructed your presentation and you can give this one more weight than the others in the summary.

 Dramatic-

if you carry it off by the dramatic use of your voice, or dramatic content, can certainly end things on a high note Action- you want action now, not later. So ask for it. Many of your audience will respond

 Incentive-if

you can suggest ways in which the audience can benefit ,some sort of a reward or an incentive, they are even more likely to respond. An audience is less likely to forget your message if you offer a reason for taking action

 Fear-use

of fear to gain action is risky because it can alienate the audience. But since it is often difficult to provoke the audience to action, you may be justified in using some element of fear if the end result is worthwhile. you must act now ! Before it is too late!. Conscience- pricking-same effect as above but less risky

Visual Aids
You

do not have to be a graphic artist, but it helps! please bear in mind the following points

How can visuals aid my talk? Hand-outs and or visuals aid during the talk Use pre- prepared visuals for complex inter-related ideas/ persuasive communication

 Words

alone are not visual aids- where you do use them provide visual impact by means of graphic devices: -underlining and boxes or circles -bullets and dashes -careful lay-out -use of space

 Dont

use overcomplicated visual aids everybody in the audience must understand every aid and use by the time you have finished with it. Visuals must complement what you say. Make sure there are no spelling mistakes

 You

must have a visual for everything you want your audience to remember Dont have a visual aid which you dont need You dont have to be a professional to produce good visuals Computers today have made things easy

Use of Notes
Why

use notes? -memories are faulty -they guard against omissions -they help to develop a complicated close-knit argument -they prevent loss of sequence

Practicing the Talk

Thorough

preparation Plenty of practice Practice the whole talk -out loud -in a similar-sized room -using a tape recorder -checking the timing -do a dry run in front of friends/colleagues

Room and platform

seating plan, windows, lighting, OHP, blackboard/whiteboard Platform room to move, supply of clean, covered water and glass, microphone, sit/stand
Room

Delivery of the Talk

Be

yourself! And look at the audience! Concentrate on the preparation and on the four qualities below -conviction/sincerity -enthusiasm -power of speech -simplicity These are the basic ingredients of all effective communication

Punctuation and style

Pauses,

gestures, body language, volume- these and many other tools we use in speaking are not possible in writing. We cant write louder to show how we speak in expressing strong feeling. We dont write something above the base line to show how we raise the pitch of our voices in asking a question.

 Instead,

as we write , we use marks of punctuation. Punctuation marks provide signals to readers Punctuation marks help a reader group words or separate words to organize meaning. Punctuation marks also help reader interpret meaning by indicating questions, exclamations, pauses, interruptions, and stops.

PERIODS, QUESTION MARKS, AND EXCLAMATION POINTS The period, the question

mark, and the exclamation point are marks used to end sentences. Lets look at their basic use and discuss a few problem areas

The period
Use

a period after declarative and imperative sentences, indirect questions, and requests phrased as questions

After declarative and imperative sentences A declarative sentence makes a statement, and an imperative sentence is an order or a command. Use a period after each

Ms.

Freeman wants to attend the computer seminar. (It simply makes a statement) Send Ms Freeman the brochure of the seminar. ( a polite command)

After indirect questions

An

indirect question is really a statement because it simply rephrases a question in a statement form Use a period after indirect questions. Of course, use a question mark after a direct question.

 Does

anyone know, asked Jim, when the revised procedures manual will be distributed? (Jims actual words are in quotation marks. His actual words constitute a question and require a question mark.) Jim asked whether anyone knew when the revised procedures manual will be distributed. (This is not Jims original question; it is a restatement of his question. This restatement is an indirect question and requires a period.)

After requests phrased as questions

Sometimes,

as a matter of courtesy, a request is phrased in question form. Use a period when such requests clearly indicate that a specific action is expected. (requests that end with q period are called polite requests) Use a question mark when such requests are direct requests that require a yes or a no answer.

 Will

you please send us your payment. (An action is being requested. This is simply a polite way of saying send us your payment.) Will you be able to ship the merchandise in time for our Fourth of July sale? (A genuine questioncan you ship it in time?)

Do not use a closing period after the following items:

Numbers

or letters in parentheses Headings or titles appearing on separate lines Roman numerals Even dollar amounts Abbreviations ending with a period

 Three

reasons for the delay: (1) the recent strike, (2) the backlog in shipments (not (1.), (2.), Summary BIBLIOGRAPHY no period after headings that appear on separate lines Mark Turner III will be the new CEO. ( not III. Will be) Ms Hauser suggested $20 as a fair price. (not $20. as a ) Store hours are from 9 a.m. until 8 p.m. ( not 8 p.m..)

In

addition, do not use a period after items in a list unless the items are complete sentences.

Nancy discussed three problems: 1. The profit margin 2. Increased competition 3. Government regulation

Now notice how the items in the following example are complete sentences:
Nancy will discuss the following problems at our next meeting: 1.Profit margins over the past three years have steadily declined. 2.Increased competition has eroded our market share. 3.Government regulations have inhibited market expansion.

Period pitfalls
A

common error in using periods is to place a closing period before the end of the sentence, thereby stranding a group of words and creating a fragment.

 Next

year we will launch an advertising campaign for our video recorders. The most expensive and extensive campaign we have ever developed. (Here the second group of words makes no sense unless it is joined to the first sentence.) Next April we will launch an advertising campaign for ;our new video recorders, the most extensive and expensive campaign we have ever developed.

second common error related to the period use is to place a comma where a period (or a semicolon) should be used. In other words, a sentence that should with a period should not be joined to another sentence by a comma. Ajax Car Leasing has been offering exceptionally attractive leasing agreements, its still not too late to apply. (A period or a semicolon should follow agreements. They have been joinedincorrectly-by a comma.)

The question mark

The

question mark is used after a direct question. It is also used after a short direct question that follows a statement. Who has the orders from Owens Chemicals? (direct question.) Have you seen todays closing market prices? (direct question.)

The car is too expensive, isnt it? (The sentence begins as a statement and ends as a question. Use a question mark to conclude the sentence.) All the fax machines come with a one-year warranty, dont they? (Use a question mark because question is joined to the statement.)

 When

a series of questions is included in one sentence, use a question mark after each question. Do not capitalize first words in the individual questions. Will you be opening branches in England? In Japan? In Germany?

The exclamation point

To express strong feeling, use an exclamation point after a word, a phrase, or a sentence. Do not, however, over use the exclamation point- especially in business correspondence. Note that the need for the exclamation point must often be determined by the writer.

 Congratulations!

John and I are delighted to hear of your promotion. (Exclamation point after a word. Note that the sentence following the exclamation is punctuated in the usual way.) Another best-seller! How pleased I was to learn that(Exclamation point after a phrase) Why didnt we think of this sooner! (Exclamation point after a sentence.) Why didnt we think of this sooner? (Now the sentence does not show as strong emotion as with the exclamation point.)

Commas- basic uses

The

comma is certainly a versatile and often-used punctuation mark. Commas may be viewed as leading the reader along a map; errors in comma usage may force the reader to take an unnecessary detour.

Introductory words
Among

the most commonly used introductory words are the following. Use a comma after each. also- fortunately- moreover- obviouslyconsequently- furthermore- namely- of course- finally- however- naturallyotherwise- first- in additionnevertheless- therefore- for examplemeanwhile- no- yes- First, we must assess Second, we must survey Finally, we must choose

Introductory phrases
A

comma is needed after any introductory phrase that contains a verb form. Introductory phrases appear before and introduce the main thought unit To qualify, you must be To get your copy, just complete Knowing the exact cost, Karen tried Alerted to the problem, the boss

 Most

writers omit commas after short introductory prepositional phrases to make the transition to the following group of words smoother. In July we will move to During the next month she plans to travel to With the additional clerical help now available to us, our department

Introductory clauses
Clauses

contain a subject and a verb. Introductory clauses begin with one of the following words, which signal you to use a comma after the clause. after- even if- since- whenever- althoughif- so that- where- as- in order thatunless- wherever- as soon asinasmuch as- until- while- becauseprovided- when-

In a compound sentence
A

compound sentence is one that has two or more independent clauses (main clauses, each of which could stand alone as an independent sentence.) Use a comma between independent clauses joined by and, but, or, or nor.

Carla bought this property in 1992, and she plans to build a home on it in the future. Our boss always approves these purchase orders, but he is out of the office this week

Commas-special uses
With

two or more adjectives When you use two or adjectives and each separately modifies the same noun, use a comma between the adjectives

Lisa needs a trustworthy, reliable assistant to help her manage the branch office. (an assistant who is both trustworthy and reliable) This attractive, sturdy, inexpensive cabinet is ideal for storing video cassettes. (each adjective modifies the noun cabinet: note that the commas are used between the adjectives and not between an adjective and a noun)

With that, which, who, and whom clauses That and which clauses Careful writers use that to begin a clause with essential information and which to begin the clause with non-essential, or extra, information.

We sent Ann a copy of our latest sales report, which shows sales by units. (because the sales report is clearly identified- the latest ;one, the which clause can obviously give only extra information about it.) Compare it with the following: We sent Ann the sales report that shows sales by units.

Talking on the telephone

Nowadays,

even with e-mail and the internet, the telephone is still probably the most common means of communication in business, and used efficiently it has two advantages.

Advantages of the telephone

It

is fast It allows people to converse even when they are unable to meet. It is a great leveler: status, physical appearance and surroundings dont show It is a great focuser: it removes the social and emotional distractions of face-to-face encounter

Telephone problems
The

telephone, for all its convenience and speed, also has the power to convey rapidly a poor impression of the efficiency of individuals and the organizations and create considerable confusion and irritation.

cost
Certainly

telephone calls seem cheaper than sending a letter. Many organizations calculate that the average cost of sending a letter taking into account the staff time involved and the overheads as well as postage/courier, is about 25Rs, which would buy quite a lot of telephone time even at current rates.

We have all suffered from the irritating waste of time caused by bad telephone manners: Trying to get a line The person required not being available Being left hanging on( albeit to the sounds of the latest popular classic tunes) by an operator who appears to have gone to lunch Being passed from department to department (or even diverted from phone to phone without our knowledge!) in an effort to find someone who can answer the query

 Wrong

or engaged numbers A caller who has all the time in the world to chat when we are busy Of late get plugged on to CRM software who will keep on giving you instruction to keep on dialing without ever getting to a live person on the other side Any of these time-wasters can take longer than it takes to write or dictate a letter.

First impressions count

But

the telephone can exact other costs. Frequently, the first contact a caller has with an organization is with the person who answers their first call. That person, either through a lack of courtesy, lack of knowledge about the organization, or how to use the telephone itself can, however innocently, create an initial bad impression of the organization which is difficult to correct.

The faceless voice

Perhaps the principal cause of much of this apparent inefficiency is that although the standard telephone allows oral communication, it does not transmit visual communication (non-verbal messages like facial expressions, gestures and postures) which are important giving way to problems like:

 Words

are missed Words are misheard The message is misunderstood because, the visual cues and feedback are missing The conversation somehow doesnt seem so immediate

Not only does this lack of visual communication cause messages to be received incorrectly, but it can also cause messages to be transmitted incorrectly by putting callers at what they feel to be a psychological disadvantage. Many people have developed a positive dislike of the telephone because they cannot see the person to whom they are talking, with the result they lack the confidence to make and answer calls clearly and efficiently. The proliferation of the answering machines has, for many people, made this fear even worse

 Given

the importance of the telephone in modern business operations and the prevalence of bad telephone habits (of which we are all guilty at times) , it is surprising that very few books or courses on business communication offer more than a paragraph or two on the subject of telephone technique.

 For

this reason, this is just an attempt at correcting the balance somewhat by: Providing guidance on making and answering calls efficiently and therefore Cutting the cost of telephoning

Picking up verbal clues

The

telephone is not merely a secondrate communication channel For most purposes, a telephone conversation is as effective as a faceto-face meeting Indeed, given the saving in travel time and costs and the facility of audio- and videoconferencing, it is set to replace most meetings

Being a verbal detective

Trust

your intuition when picking up clues about the other persons personality, feelings and mood Stay relaxed and allow ideas about the speaker to drift into your mindunforced impressions can prove to be remarkably accurate Look out for hesitations, self- mocking comments and other clues about the speakers state of mind.

 Check

your hunches by replaying your impressions to the caller, use reflecting back phrases like what you seem to be feeling is Use anticipatory feedback to guide your conversation: imagine the other persons response to a statement you are about to make and then modify what you actually say to achieve the intended result

Basic telephone rules

Be

brief: but not at the expense of making yourself clearly understood and not to the extent of being abrupt and discourteous. Lack of telephone confidence often causes people to talk for longer than they would face-face conversations

Be courteous
This is specially important when telephoning to avoid creating a bad impression which is so difficult to correct. Your tone of voice is crucial in conveying a courteous, cheerful impression as the words you use Remember too, that even if you are not yet using a video phone, your facial expressions affects the tone of your voice. Smile!

Be resourceful
Dont

be clueless. Always think of ways in which you can be most helpful. If you are taking a message for someone else, use your local knowledge to suggest helpful ways of getting the caller and recipient of the message in touch with one another so that the caller can judge in an informed way what they want to do.

 If

the caller has been put through to your department but no one in your department knows anything about the matter, think quickly, who else in the organization might know something and be able to help? If you are really unable to help, sound sincerely concerned, not uninterested.

Speak clearly
Enunciate

and articulate your words particularly clearly to counteract both the poor acoustic quality of the telephone line and the absence of lip movements to help the listener. When giving names and numbers, if there is any ambiguity use the phonetic code used by all emergency services to clarify messages.

for Alpha B for Bravo C for Charlie D for Delta E for Echo F for Foxtrot G for Golf

for Hotel I for India J for Juliet K for Kilo L for Lima M for Mike N for November O for Oscar

for Papa Q for Quebec R for Romeo S for Sierra T for Tango U for Uniform

for victor W for Whisky X for X-ray Y for Yankee Z for Zulu Remember that 5 and 9 sound similar. Spell them.

Speak more slowly

When

you are talking on the telephone it is a good idea to slow your speech down. When your voice is being mechanically transmitted, the word seem to move together faster. That is the reason TV announcers often speak at a slower than is normal in everyday conversation

 Remember

too that someone may be trying to take notes as you talk This is particularly important when talking to an answering machine. Dont rattle off your phone number at a rate of knots- remember the poor person on the end trying to write it down.

Building a positive telephone personality

Dont

worry what you look like when youre on the phone; use as much as little body language as you wish Focus your concentration on what youre saying and what is being said to you Mirror positive feelings in your facial expressions; if you smile while you speak, youll put a smile in your voice

 Try

to relax; stretch to loosen your muscles and breathe evenlytension can feed straight into your voice and create a negative image Dont use specialized language (company or professional jargon): whats jargon to you may be a foreign language to the other person

Avoid

clichs that say one thing and clearly mean something else Remember, when you tell a lie your voice rises involuntarily; on the phone this easily detected

 Punctuate

your conversation with you, your and the persons name Replace some of your body language (head nods, quizzical expressions) with verbal equivalents: yes, of course, Im not sure I understand that last point. Could you

Switch board operators

Although

telephone operator training was at one time standard practice in business some organizations seem to put their least able employee on the switch board. The operator is typically regarded by callers as the representative of the whole organization.

Qualities of the switch board operator

Verbal

intelligibility

Speed Courtesy Accuracy Discretion Resourcefulness

These qualities are just as essential in anyone who is allowed near a business telephone

Help the operator

The

good switchboard operator is indeed an organizations ambassador: they welcome your callers, introduce you, apologize for your absence or try to get you on another line, often take messages- and are frequently blamed for your shortcomings. Seven points can help the operator

Making your system work

Understanding

how the telephone system used in your organization works. Giving the number you want( including the STD) Not disappearing immediately you have asked her to ring a number for you

 Answering

the phone after the first ring( when they call you back) Acting upon the messages without delay Telling them in advance when you are likely to be absent Providing your potential callers with your direct line number so that they dont have to go through the operator

Making a call

Before 1. Answer the six questions of effective communication- Why? Who? Where? When? What? How? 2. Make notes of what you want to achieve, the main points/ queries you must include and any dates, facts, etc. you may need to refer to.

3. Have ready any files, correspondence, etc. which you may need in the course of the conversation; dont keep your receiver waiting while you ferret around for the relevant papers or turn your computer on and find the right screen 4. Have ready a plain piece of paper for your own notes

6. Know the name of the person to whom you need to speak; sometimes this may be impossible but, atleast, keep a personal telephone directory of names and numbers you ring regularly. 7. Dial the number carefully( or tell the operator clearly); wrong numbers are the most common cause of frustration and timewasting, but are usually the fault of

During
Give a greeting (good morning, etc.); state your name (and organization) and the name of the person to whom you want to speak Wait patiently to be put through; you may be put through to a secretary or the department telephone, in which case you will have to go through step 1 again

 If

you are cut off, replace the telephone receiver, wait for a few seconds and ring again Keep it short: most calls can achieve their purpose in 20 seconds- 20 seconds time to run 200 yards! Time for a jet to fly 4 miles! State your subject/ query clearlyenough to put the recipient in the picture

 Refer

periodically to your notes Pause occasionally to get feedback that your message is understood Spell names and addresses; repeat numbers Take notes, especially the name and number of the person to whom you are speaking

 Summarize

main points of a long conversation at the end and always conclude by confirming any action required or date to be met If you have to leave a message for someone else, help the person who answered the phone to take the right message; dont just ramble on making them to get the gist of it; tell them which are the main points to write down

 Be

polite: thank the receiver for their help, even if you havent got the information you wantedfostering goodwill is not just a part of being courteous, but will help future relations. Telephone etiquette officially requires that if you are the caller you decide when the call ends but, since not every knows this, use your judgment.

After
Immediately, before you forget: Fill in your notes so that they will be comprehensible at a later date. Date the note and file it Put any relevant dates for future action or follow- up in your diary Pass on the results of your call to any one concerned with he matter

Controlling the flow of conversation

Be

sure you understand exactly what you want the call to achieve. Take the initiative; this gives the right to take the lead and choose when to the end the call Begin every call with a verbal handshake by telling who you are and why you are calling

 Mirror

the conversational style and vocabulary of the other person to generate rapport Keep your line of argument simple: state your case and persist until the message gets through Keep the conversation flowing by asking plenty of questions, but also be generous with information of your own

 Search

for the areas of agreement rather than points of difference Use silence for emphasis and to prompt the person to respond Use alternatives when seeking agreement

Gathering information by telephone

In

gathering information for the preparation of a report, or merely as a part of your day to job, you may need to contact original or primary sources of information, or someone else who has access to secondary information you need. Telephone calls are widely used by business and industrial firms who may need certain information very quickly, and made correctly these calls can be very effective.

Before
Work out exactly what information you need 2. Frame a series of increasingly specific questions which will give you what you want to know, e.g. do you have the unemployment figures for the Bristol area over the last six months? does this include a breakdown by age groups and sex?
1.

can you tell me the unemployment figures for girls aged 16 to 25 for each month since June? ..and so on, to the level of details you need. 3. Decide which firm, individual, office, government agency, organization or business might possibly have at hand the information you need.

During
When

you get through, be polite but specific. Dont say: I wonder if you happen to have anyone there who knows something about unemployment etc. instead say: I need some information concerning the unemployment figures for the Bristol area over the last six months. Can you help me? (Remember politeness and courtesy can be conveyed in your tone of voice.)

 Then,

depending on the response, go on to ask more specific question. If they cant help say: could you please give me the name of someone who can? Dont be discouraged if the first place you try cant help you; try another place- you will eventually get what you want if you keep trying (providing that it is not your telephone technique which is putting them off!)

 Make

sure you are talking to the right person; ask to speak to the personnel manager or the person in charge of buying or whatever is appropriate. Write down the information immediately- dont rely on your memory; read it back to the person you are questioning. Remember to say thank you.

Answering the telephone

In

some organizations the job of answering the telephone is given to the most junior employee. This is unwise as far as the organization or department is concerned, and unfair on the junior, who through lack of confidence and lack of experience in the organization usually creates a poor impression

 However,

more senior employees may be just as guilty: through laziness, apathy or thoughtlessness they can create equally poor impression Anyone who answers a telephone anywhere must be courteous, helpful and efficient

Before
Know

how the telephone system in your organization works, especially how to transfer a call. (being cut off is probably one of the most frustrating experiences- it wastes time and creates a bad impression)

 Never

answer a telephone without a pencil and a paper Keep near your own telephone: A pencil and a pad An internal telephone directory An appointment directory (if appropriate) Stop talking to anyone else and reduce any other noise before picking up the telephone receiver

During
Think

about the needs of the receiver and give them (as fast as possible) every thing they need to know, e.g. Announce your name and department or section (in a cheerful voice!) If the call has come through the operator, the receiver will already have been given the name of your organization

If the call is directly from outside, announce the name of your organization first, and then your name and the department (if relevant) A common fault is to start speaking a second or two before picking up the receiver or, more commonly on the switch board, before pressing the button on the console. I have heard half the name of more organizations that I can remember e.g..oyce ltd. Good morning ons ltd...

 Many

organizations have a standard practice of greeting a caller- know your house rules, e.g. Simmons, Personnel manager, speaking, Mrs. Gandhis secretary speaking, Dont rush this greeting. Because you have to say it so often it is tempting to rattle it off, with the result that at best it sounds completely insincere and monotonous or at worst it is incomprehensible to an outsider and there fore pointless

 Many

people are amused or even irritated by the common greeting: Whittaker and company. Tracy speaking. How may I help you? make it sound as sincere as possible. Be prepare to answer the query, or take a message for someone who can, or transfer the call.

 If

you are acting as a secretary you may be expected to filter calls for your boss; know whether: They may wish to be unavailable They want some people put straight through to them( if so know who they are) They want you to deal with certain routine calls yourself( if so, know which types of calls you should deal with)

You

will therefore have to ask for the name of the caller and politely ask the purpose of the call. But use tact. Dont be overprotective or you might cause resentment in the caller and your boss

 Listen

carefully to what the caller has to say and take notes; they will form the basis either of your action or of a message if you have to pass one on. Check that you have the right facts in the message- do not assume the eventual recipient of the message will know what it is all about

 Dont

hesitate to ask the speaker to slow down or spell names and addresses if they are unclear, and always read them back Compensate for the lack of visual communication: the nods of normal conversation must be conscientiously replaced by verbal equivalents, e.g. yes, I see, fine, Ill let him know, Im not sure I agree with that, really?

 But

avoid using over- familiar or slang expressions like youre not serious!, yeah, good god!- and if the message is for someone else, avoid speaking for them, committing them or imagining negative attitudes on their behalf, unless you are authorized to do so; for instance: oh hell be over the moon about that !(said either sincerely or in a sarcastic tone of voice)

 Dont

be distracted by anything going on around you, or someone else trying to attract your attention never try to hold two conversations at once. Be just as keen as your caller should be to save time and money

 Avoid

asking the caller to hold the line while you go on a paper chase; offer to call back. If you are cut off. Put the telephone down and wait for the caller to call you back. Before the call ends, repeat back the main points of the conversation and always read back any names, addresses, numbers, dates and times, to give the caller a chance to correct any errors or omissions

Agree

what happens next, if you are taking a message for someone else, e.g. Ill tell her that youll ring again on Thursday morning, or Ill ask him to ring you back as soon as possible.

Telephone etiquette requires that since the caller is paying, they should be the one to decide when the call ends; however, since not everyone seems to be aware of this, be prepared to use your judgment.

Dealing with difficult calls

Things to remember Always volunteer to help rather wait to be asked Always personalize the conversation by introducing yourself and getting the callers name Always let the caller let off steam without interruption until their anger is spent Always show you are taking a serious interest by playing back the details of the complaint in your words

Always offer sympathy to the caller (I can understand how annoying that must have been) but without overdoing it Always encourage callers to voice all their complaints before starting to deal with any of them Always finish by summarizing what you have offered- and agree it with the caller Always call the customer if theres a further problem; dont risk angering the customer twice

Things to avoid
Dont

attempt to reason with someone while they are still angry Dont suggest or agree a solution (or take blame) until all the facts have emerged Dont offer excuses or look for sympathy; dont dump the blame on some third party (the supplier let us down) or unusual circumstances (everyone had the flu) those are your problems, not the customers

Dont take the complaint personally; be as objective as you can and avoid getting angry yourself Dont assume the complainer is unique (suggest that they are the only person to have had a problem)- research shows that every person who rings to complain, there are six who dont Dont agree to do something you are not in a position to deliver; if necessary, offer to call the customer back after you have taken advice

After
Fill

in your notes so that they will be comprehensible to you later and particularly to the recipient if have taken a message Act on notes immediately, telling anyone else who is concerned; write any letters or memos now, if possible, while the matter is clear in your mind

 If

you have a message for someone else, put the date and time of the call on the message and deliver it immediately or place it in a prominent position on the persons desk if they are out; remind when you return Update any documents necessary; write dates in your diary.

Be a good telephone listener

Dont

listen on auto pilot or while doing something else; make a conscious effort to pour all energy into listening Eliminate as many internal distractions as possible; ignore what is going on around you Erase internal distractions as well; stray thoughts about other maters should be curbed as they occur

 Take

notes to keep your eye on the ball; jot down your reactions as well points of hard information Demonstrate to the speaker that you are paying attention by making regular continuity noises; dont let them have to say: are you still there? Keep a hold on your emotions; getting emotional interferes with your ability to listen carefully

Analyzing a case study

As

the name suggests these were used primarily by the law schools earlier Today, many business educators use case studies because their narratives are so valuable in developing analytic and critical thinking abilities, as well organizational and communicational skills

 You

can memorize lists, procedures and attributes. You can occasionally guess successfully at the answer to a multiple-choice question. But you cannot memorize the answer to a problem you have never encountered, nor can you guess at the options available to a manager who must resolve a complex, difficult, often ambiguous situation.

 For

the most part case study is about: asking good questions and seeking the answers on behalf of the stakeholders Case studies are never about identifying heroes and villains, nor are they written for the purpose of highlighting inept or skilful handling of an administrative situation. They are always written for the purpose of gathering information that will help a student of management make better decisions.

 Good

case studies provide as much accurate, current, and relevant information as possible about an incident, a problem, an event, or an opportunity.; No two such problems, events, or opportunities are ever precisely the same, so knowing what happened in one will only be partially helpful in deciding what to do in the next. Times change, circumstances differ, stakeholder interests shift.

Types of cases
Although

each case is different, you are likely to encounter three basic types of case studies, depending on the subject you are studying: .field cases .library cases (sometimes referred to as public record cases) .armchair cases

Field cases

Field cases are written by professors and students of business with the cooperation of managers and executives who experienced the events and problems described in the case. They involve extensive interview with people who are often identified by name as narrative unfolds. Information contained in these cases is known best- and sometimes only- to insiders in a business

Extensive interviews with employees, managers, and executives will often reveal more. Careful examination of business records and data bases can provide background and context for the events. And, frequently, the active cooperation of a company is the only way a case author will ever know exactly what happened with any measure of certainty Field cases are often more extensive and thorough than other case types, but present a dilemma for the case writer: what does the company have to gain by granting access to its premises, its records and its employees

Library cases
Unlike

a field case, library cases do not involve special access to the business being studied. They do not involve interview material or direct quotes which are available elsewhere. And they most often do not include figures, data, or information which are not somehow a part of public record, available to anyone with a library card and basic research skills

 Companies

that have failed somehowblown a great opportunity, overlooked the obvious, chosen the wrong path, or failed to act when they should- are understandably reluctant to permit case writers to speak with their employees or look at the evidence. If they have done something terribly wrong- committed a crime or imperiled the public welfare- a company may do all it can to withhold, obscure, or cover up what has happened.

That is precisely the challenge facing most business reporters as they gather information for publication each day. Journalist David Brinkley once said, News is what you dont want to tell me. Everything else is public relations. Writers who produce library cases, however have a wealth of information available to them. Besides others, annual reports, prospectus etc. are public records which are read by them to cull out the unwritten information, which cannot be falsified by the companies.

Armchair cases

These are fictional documents about companies that dont exist and events that have never occurred. While they some resemblance to authentic cases, they are often lacking in the richness of detail and complexity that accompany the real events. They may be useful, however, in introducing basic concepts to students or in provoking a discussion about key issues confronting businesses.

Business educators produce armchair cases when they are denied access to the people and data of real businesses, or when they wish to reduce very complex events to a series of simple decision opportunities. Armchair cases are often useful to begin a discussion and about change management, the introduction of technology, or a rapidlyunfolding set of events in other cultures. A principal advantage of these cases is that they can be modified and updated at will without securing the permission of the fictional companies and managers they describe

Producing a case solution

To

produce a case solution that demonstrates you are ready for managementlevel responsibility will involve the following steps:-

1.Read the case 2.Take notes 3.Identify the business problem 4.Specify an objective for the managers involved 5.Identify and rank the critical issues 6.Consider relevant information and underlying assumptions 7.List possible solutions to the problem

8.Select a solution 9.Decide how to implement the best solution 10.Explain how to communicate the solution 11.Write it up 12.What you should expect 13.what you should not expect

Read the case

The first step to successful case solution is to read the case, carefully and with an eye for detail- more than once. After you have read and thought about the issues in a case, if you are uncertain about what to do, read it again. As you mature in the experiences of business school, you will get better at this, but at first, your best defense against being surprised or frustrated by a case is to read it thoroughly.

Take notes

College students typically want to either underline or highlight much of what is contained in a book chapter, reprint, or essay. Text book chapters are typically organized in a hierarchical fashion, with key points and sub-points listed in order of importance, carefully illustrated and summarized

Case studies , however, are constructed a bit differently

Not so with case studies, which are often simply arranged in chronological order.

 Textbooks

Case

usually proceed in logical fashion, with one concept building on others that came before it.

studies on the other hand, are seemingly chaotic: many events happen at once, order and discipline are sometimes missing, and key issues are not always selfevident

 Case

studies may also contain substantial amounts of information in tabular form: annual revenues, product shipment rates, tons of raw material processed, or cost data organized by business units. To know what such data mean, you will have to read the tables and apply what you have learned about reading a balance sheet, or about activity based costing

 You

may find crucial information contained in a sequence of events or a direct quote from a unit manager. Sometimes you will discover that the most important issues are never mentioned by the principals in the case- they are simply ideas or tools that they werent clever enough to think of, or didnt think were important At that time

 Your

notes should focus on the details you will need to identify the business problems involved the case, the issues critical to solving those problems, as well as the resources available to the managers in the case. These notes will be helpful in producing a case solution

Identify the business problem

In each case, at least one fundamental business problem is present. It may be small tactical issue, such as how this company will collect money from a delinquent customer But the issue may be broader in nature: How can they reduce accounts receivable ageing to 30 days or less? Larger, more strategic problems might involve the companys chronic, critical cash-flow difficulties. If this company were no longer cash-starved, what long-term opportunities might open up?

 You

may identify more than one problem in a case. Complex cases often involve several such problems simultaneously. They might relate to accounting, or technology, or supply-chain, or marketing deficiencies or/and motivation, communication

Specify an objective for the managers involved.

Think about the outcome(s) you would most hope to see for the company and people you have read about. If you were asked to consult on this companys problems- and that is the role most business students are playing as they read the case study- what results would you hope for Dont limit your thinking to what the company should do, but what the most successful outcome would look like

Identify and rank order the critical issues. The issues are the heart of the case. If you miss a critical issue, you may not be able to solve the case to the satisfaction of your professor

Some

issues are interdependent Some issues are more important than others Each issue has a time dimension Some issues are merely symptoms of a larger or deeper problem

Consider relevant information and underlying assumptions

Accept

the fact much of the information contained in the case will not be useful to your analysis You should also accept the fact that you will never know all that you would like in order to produce a solution. Life is like that! so are case studies.

 Identify

the relevant facts contained in the case and think carefully about them. Identify additional information you might like to have- that might be part of your solution-but dont dwell on it Separate facts from assumptions Recognize that there are some things you will know for sure and others that you will not

Recognize

further that you may be required to subjectively interpret some evidence and to assume other evidence not directly stated in the case. The more suppositions you make, however, the weaker your analysis becomes

List possible solutions to the problem

Every

problem lends itself to more than one solution. Keep looking for good ideas, even when you have thought of one that will solve the problem. Listing possible solutions is a form of brainstorming that will later permit you to assign values or weights to those ideas: is one solution less expensive than the other?

Will

one be more effective than another Will one of these ideas have a more enduring effect ?

Select a solution
After

assigning weights and values to the various solutions you have thought about, select the one you like the best and prepare to defend it. Show why the ideas you have thought about are superior and how they will work. If you have rejected other, more obvious ideas, you may want to explain why.

Decide how to implement the best solution

Having

good ideas is insufficient. You must be able to put them to work. Graduate students of business are often praised by executives for being theoretically well grounded, but criticized for lacking practical application. A team of young MBAs told me that we needed to sell this division of the company but they couldnt tell me what to do, or how to go about it

Explain how to communicate the solution

In

a management case study, you will be asked to identify key audiences for your message. That means identifying which groups you want t communicate with and the means you will use to reach them You should also think of the timing and the sequencing of the messages

Write it up
Different

professors will have different expectations about what they want from you in a written case solution Just provide your professor with your best thinking and be as detailed as you think you can within the page limits you have been given.

Summary
Your

task is to read, identify and understand the business problems in the case. By identifying, rank-ordering, and exploring the critical issues it contains, you should be able to propose a workable solution, identifying how to implement and communicate it. From that point forward, you might explain your choices in writing, be ready to defend them in the classroom.