Management Communication & Case StudiesWriting skills

Syllabus: The power of writing and various phases of writing - Rules of good writing; Importance of grammar and vocabulary; Modern business language; Types of business writing: Business letters,

Recruitment correspondence, Business messages, Electronic mails and Internal communication systems

• Brings forth talking between 2 minds and business• Clarity increases with communication• Date, time and time are very important along with

consistency• Regular mails helps business grow and build relations

with customers, vendors, owners

Power of Writing

• Writing vs Reciting• My Experiments of Truth• Das Capital• Mac Beth• Manu Smriti, New Commandments, Grand Shib, Quaran• Ancient Wisdom• Stone Tablets• Signs, Alphbets• Who should communicate more?- Buyer or seller- Employer or Employee- Doctor or Patient- Service provider or client- Emails- Advantage or Disadvantage?

Discussion

Successful Written Communication

• The contested nature of reality and our interpretation of it.

• That reaching understanding may take more time and effort.

• That others’ views and perceptions may be as valid as our own.

Requires recognition of

Requires Openness

•To others’ views and opinions.•To the perceptions of others.

Every 2 -person Communication enables……….

© 2009 Cengage Learning. All rights reserved.

1. How you view yourself.2. How you view the other

person.3. How you believe the

other person views you.

4. How the other person views himself or herself.

5. How the other person views you.

6. How the other person believes you view him or her.

5 Dimensions of Emotional Intelligence for Writing Managers

1. Self awareness: The ability to be aware of what you are feeling- Ex- Give time to understand projects

2. Self-management: The ability to manage one’s emotions and impulses Ex- Work to your best

3. Self-motivation: The ability to persist in the face of setbacks and failures Ex- Go on with the process

4. Empathy: The ability to sense how others are feeling Ex- Enable s person having difficulty

5. Social skills: The ability to handle the emotions of others Ex- Work with team to deliver value

7

3 Styles of Communication 1. Avoidance: a conscious attempt

to avoid engaging with people in the dominant group.

2. Aggressive: sabotage supportive relationships by creating defensiveness and alienating others.

3. Assertiveness: self-enhancing, expressive communication that takes into account both self and others’ needs.

Communicating Assertively

Describe how you view the situation Disclose your feelings Identify effects Wait for a response Paraphrase the other’ response Ask for or suggest a solution

Influence and Compliance

• Attempts made by communicator to influence another

• Occurs when favors are requested

• Involves series of attempts

• Reward or benefits increase success of compliance

• Refusal to comply with influence attempts

• Resisters offer reasons or evidence to support refusal

• Sensitive, adaptive people engage in more influence attempts

• Address initial obstacles and offer counterarguments

Compliance-GainingCompliance-Gaining Compliance-resistingCompliance-resisting

Interpersonal Influence

Persuasiveness and poise

Conversational control and Panache

Interpersonal Influence

Self-AssuranceTask focus

© 2009 Cengage Learning. All rights reserved.

11

Rational Explanation

Influence that includes some sort of formal presentation, analysis, or proposal.– Subordinate must learn to tailor his or

her approach to the audience he or she is attempting to influence and the objective that is sought.

– The most frequently used type of influence that subordinates use on superiors.

12

• Metacommunication• Kinesic Messages

– Visual– Vocal

Nonverbal Communication

Conveys Added Meaning

Remember This!Metacommunication: message that, although not expressed in words, accompanies a message that is expressed in words.

“Your solution is perfect”

may convey“You are efficient,”

or “I like your work”.

Kinesic Communication:

An idea expressed through nonverbal behavior that receivers gain additional meaning from • Visual—gestures, winks,

smiles, frowns, sighs, attire, grooming, and all kinds of body movements.

• Vocal—intonation, projection, and resonance of the voice.

14

Understanding Nonverbal Messages

• Cannot be avoided• Vary between people and cultures• May be intentional or

unintentional, beneficial or harmful

• May contradict and receive more attention than the verbal message

15

1. Casual listening

2. Listening for information

3. Intensive listening

4. Empathetic listening

Listening SkillsContents- Effective Listening, writing and expressions

What type of listening are you engaged in at this time?

Activity 1 Listen to this video and note the important message- Kodak video

16

Poor Listening Habits

• Faking attention• Allowing disruptions• Over listening• Stereotyping• Dismissing subjects as

uninteresting• Failure to observe nonverbal

aids

17

Effective Listeners . . .

• Minimize distractions • Get in touch with the speaker• Show active involvement; do not interrupt• Ask reflective questions • Are aware of biases and filters that

prevent effective listening• Use lag time wisely

5

• 1. When do you listen most?• 2. When will your customer listen most?• 3. What strategy to use enhance

listening?• 4. what are the disruptions?

Activity 1

When you are communicating how would

you reduce noise?

Contents- Importance of grammar and vocabularyTypes of business writing: Business letters &

Recruitment correspondence

Writing Skills

Forms of Communication and their Components

Verbal – Written Verbal – Oral Nonverbal

• Language• Vocabulary• Content• Structure• Tone• Grammar, spelling,

punctuation, capitalization, etc.

• Language• Vocabulary• Content• Structure• Tone• Sentence structure• Fluency

• Body language• Gestures• Eye contact• Facial expression• Voice (tone, volume,

pitch, etc.)• Personal space• Appearance

Ajay is a manager of a small garments company. He has 4 challenges- finding quality raw materials. Hiring youngsters for stitching, time management of workers, Accounting of seasonal employees. Which

comn format is suitable?

Samples of Informal and Formal Communication StylesScenario Informal Communication Formal Communication

You want to confirm that you have an appointment with a professor by speaking with him after class. (Verbal-Oral)

Hey, we still meeting today, Dr. J?

Hello Dr. Jones. I just want to confirm that we’re meeting today at 4:00. Does that still work for you?

You were supposed to meet a friend at the gym, but she’s 45 minutes late. You send her a text message. (Verbal-Written)

hey, where r u? weren’t we working out at 3? u ok??

Jessica, please update me on your whereabouts. I’m concerned that you haven’t arrived for our 3:00 pm workout. Please contact me ASAP. Best wishes, Taylor

Your professor has flagged your paper as potentially being partly plagiarized. (You think it’s most likely an error because you didn’t cheat intentionally.) You are meeting with her to find out why the paper was flagged and hopefully to clear it up. (Nonverbal)

You show up for the meeting wearing pajama pants and a dirty sweatshirt. When you enter her office, you throw yourself into a chair and heave a huge sigh. During the conversation, you look at the floor and glare or scowl. When she explains why the paper was flagged, you shout “that’s ridiculous!” and throw your arms in the air.

You show up dressed in what you would normally wear to class or work. During the conversation, you stand up straight, make eye contact with the professor, and use active listening skills such as nodding when she explains something. You keep an even tone and don’t raise your voice. You stay out of her personal space except to lean in and point at a passage in the paper once.

Five keys to effective writing

• Put the reader first• Use simple words and short sentences• Use jargon only when necessary• Write with verbs and nouns• Format to improve readability

Grammar & Vocabulary • Grammar is made up of rules that allow us to organize our words and

sentences into coherent, meaningful language. In business, correct English grammar is essential in communicating effectively, in both speech and writing.

• To be effective-

• 1. The structure of English – words, phrases, clauses & sentences• 2. Countability of nouns – equipment or equipments, damage or

damages• 3. Tenses• 4. Match verbs to prepositions to convey the right meaning• 5. Forming sentences• 6. Commonly confused and misused words – revert or reply, compliment

or complement• 7. Punctuation• 8. British and American spellings

Group Activity

1. Write 4 words to describe Indian culture and communication

2. Write 4 sentences on Importance of • Grammar• Vocabulary

Business language skills are critical needs in this modern era of globalization and cut-throat competition. An employee that has competency in business language skills is

likely to be able to climb up the career ladder with ease. And that applies to businesses as a whole, too: a recent study conducted by Bersin and Associates reveals that organizations that are able to communicate their strategies in a clear and precise

manner are 113 times more likely to achieve higher levels of profitability and efficiency.

For Effective Grammar usage…

Managers-• Use a dictionary to check their grammar accuracy• Communicate more accurately and effectively• Use precise vocabulary to convey the intended

meaning• Avoid common English errors to polish their

business writing

Managers & Vocabulary• Improving vocabulary is key in mastering the specialized words used in business

language• Enhancing significantly vocabulary by reading a wide variety of material related

to business• Learning business language by playing games like crosswords and word search

games.• Watching programs that focus on business is an excellent way to improve

language skills, because the people in those programs will be using key terms frequently and correctly.

• Learning new business terminology will not impact your communication skills until and unless these terms are used correctly in your the daily communication.

It's critical to have these language skills if you want to have a successful career. As the study reports highlight, 30% of employers believe that new university graduates

do not have the necessary command of basic English, much less the terms and concepts used in a specific field. The success of a business lies in the capabilities and competencies of its employees and improving your business language skills can help

you become a vital asset for your organization.

Writing Business Communication

• Write in Group on1. Formal communication to customers, vendors,

bankers, Society, shareholders and employees reg Environment

Award won by the company and market share rise by 4%

2. Informal Communication on “Opening of the showroom in Bangalore’ and every one invited for a special sale of Jewelery and ‘ invitation to bring family and friends’

Recruitment Correspondence-Overview• The recruitment process• Application letter• Curriculum vitae• Invitation to interview• References• Offer of employment• Job description• Letter of acceptance• Letter of resignation• Testimonial (letter of recommendation)• Process- Various letters and documents are involved in the

process of applying for a job. There are many common documents from both viewpoints – the applicant’s and the employer’s.

Home Exercise• To study how to make

business reports• To study how to analyze the

info on the report• You wish to apply for the

post of “ Management Trainee in Infy. How will you apply?

• If you are applying for an intl (MNC) position, how will you apply?

• Write the letters and comp prepared for Q&A

Remember This

Email communication & ReportsWhat do you think?

• Written communication is the best comn channel of middle managers

• Email is not reliable format of comn• Emails are not preferred by senior level managers• Global comn is well done thro Emails• No etiquette need to be followed for emails• Emails save time and effort

Do you – Address, Subject, Message, Attach and Sign?

Send a Email to – Buy materials online, to recruit a marketing manager congratulate a team, create a new website for a business ,

Setting sales goals for the sales team, Reporting on sales in a branch, discussion of a new project idea, requirement of new telephone connections

in the new office, stock clearance policy

Resist- Forwarding emails, changing just titles, multiplicity of subjects and strangers

Rules of Email communication 1) Do not circulate junk mail to your staff members

2) Always use the company email for company purpose3) Do not enter unnecessary sites through company internet (Like job portals,entertainment sites etc..).Because your activities will be monitored through the server 4) Do not circulate sensitive mails into office staff.Because you can get positive and negative impression.This can lead a person to lost his job and so on(Like Violence article,videos about the community) 5)Always segregate the important mail. If u r using in outlook create folders.So that in future if u want the details from the mail 6)Take a backup copy of you email (Weekly,Monthly whichever is easy)7)Check whether you anti virus is updated and protected.If it is not inform the server admin. 8)Even though using the office equipment u should always very cautious.(Like Usage o Internet,Telephone ,Office mobile,Stationery item,Transport).These are the things should not be misused 9)Never show and write violent and words in the mails.