Business Communication Notes

BUSINESS COMMUNICATION NOTESMBA 2014 SEM ESTER I Professor Saramma Thomas CONTENTS. 1.INTRODUCTION TO MANAGERIAL COMMUNICATION 2. PRINCIPLES OF NON VERBAL COMMUNICATION 3. GROUP COMMUNICATION 4.MANAGERIAL WRITING 5. EFFECTIVE PRESENTATION 6. INTERVIEW SKILLS 7.REPORT WRITING INTRODUCTION TO MANAGERIAL SKILL What is Business Communication ? Communication is neither transmission of message nor message itself. It is the mutual exchange of understanding, originating with the receiver. Communication needs to be effective in business. Communication is essence of management. The basic functions of management (Planning, Organizing, Staffing, Directing and Controlling) cannot be performed well without effective communication. Business communication involves constant flow of information. Feedback is integral part of business communication. Organizations these days are very large. It involves number of people. There are various levels of hierarchy in an organization. Greater the number of levels, the more difficult is the job of managing the organization. Communication here plays a very important role in process of directing and controlling the people in the oragnization. Immediate feedback can be obtained and misunderstandings if any can be avoided. There should be effective communication between superiors and subordinated in an organization, between organization and society at large(for example between management and trade unions). It is essential for success and growth of an organization. Communication gaps should not occur in any organization. Business Communication is goal oriented. The rules, regulations and policies of a company have to be communicated to people within and outside the organization. Business Communication is regulated by certain rules and norms. In early times, business communication was limited to paper-work, telephone calls etc. But now with advent of technology, we have cell phones, video conferencing, emails, satellite communication to support business communication. Effective business communication helps in building goodwill of an organization. Business Communication can be of two types: 1. Oral Communication - An oral communication can be formal or informal. Generally business communication is a formal means of communication, like : meetings, interviews, group discussion, speeches etc. An example of Informal business communication would be - Grapevine. 2. Written Communication - Written means of business communication includes - agenda, reports, manuals etc. Managerial Communication - Meaning and Important Concepts Why do individuals need to communicate with each other ? Information if not shared is of no use. Communication plays a pivotal role in information sharing. Individuals working together in the same organization need to speak to each other to keep themselves abreast with the latest developments in the organization. It is practically not possible for an individual to do everything on his own. He needs a medium which helps him discuss various ideas and evaluate pros and cons of proposed strategies with people around. Here comes the role of communication. What is Managerial Communication ? Managerial communication is a function which helps managers communicate with each other as well as with employees within the organization. Communication helps in the transfer of information from one party also called the sender to the other party called the receiver. Managerial Communication helps in the smooth flow of information among managers working towards a common goal. The message has to be clear and well understood in effective communication. The team members should know what their manager or team leader intends to communicate. Effective managerial communication enables the information to flow in its desired form among managers, team leaders and their respective teams. Managerial communication is of the following two types:   Interpersonal Communication - Interpersonal communication generally takes place between two or more individuals at the workplace. Organizational Communication - Communication taking place at all levels in the organization refers to organizational communication. Ways of Managerial Communication A successful manager is one who communicates effectively with his subordinates. It is really essential for managers to express their views clearly for the team members to understand what exactly is expected out of them. Usually there are two ways managers communicate amongst themselves and with their subordinates: i. Verbal Communication Communication done with the help of words is called as verbal communication. No written records are available in verbal communication. In verbal communication individuals need to be very careful about their speech. What they speak and how they speak matter a lot. Managers must choose the right words to address their team members. Make sure you do not confuse your team members. One has to be loud and clear while interacting with employees at the workplace. Be very clear and precise. ii. Written Communication Communication is also done through emails, letters, manuals, notices and so on. Such mode of communication where written records are available is often called written communication. Managers must inculcate a practice of communicating through emails with their juniors as it is the one of the most reliable modes of communication. It is essential for the managers to master the art of writing emails. Avoid using capitals, bright colours, designer font styles in official mails. Make sure your signatures are correct. Organizational Communication are of two types: i. Formal Communication Communication which follows hierarchy at the workplace is called as formal communication. Employees communicate formally with each other to get work done within the desired time frame. ii. Informal Communication Employees also communicate with each other just to know what is happening around. Such type of communication is called as informal communication and it has nothing to do with designation of individuals, level in the hierarchy and so on. Direction of Communication Flow i. Upward Communication Flow of information from employees to managers is called upward communication. Upward communication takes place when employees share their views with their managers on their nature of work, job responsibilities and how they feel about the organization on the whole. ii. Downward Communication Downward communication takes place when information flows from managers to the subordinates. Managers often give orders and directions to their subordinates as to what to do and how to do various tasks. Such type of communication is called downward communication. Types of Managerial Communication Managerial communication refers to interaction among managers and their subordinates within an organization. .It is essential for managers to communicate with their team members and vice a versa to ensure maximum productivity and peace at workplace. The addressee needs to be extremely careful about the choice of words whereas recipients need to pay attention to the speaker. Managers call their team members on a common platform and instruct them as to what is expected out of them. It is the way you speak which is important in verbal communication. team members are told about their roles and responsibilities orally through words. Make sure you exude positive body language while interacting with your fellow workers and team members. Body Language Individuals need to take care of their body language while communicating. In verbal communication. Verbal communication can take place through face to face interactions. seminars. Stick to the topic and do not confuse others. group discussions and so on are all forms of verbal communication. The speaker needs to take care of his pitch and tone in verbal communication. Presentations. Make sure you are audible to all even to the person sitting on the last bench. communicating over phone or addressing a group of employees. Communication generally takes place as: Managerial communication generally takes place through the following ways:   Verbal Communication Written Modes of Communication  Body Movements  Facial Expressions  Gestures Verbal Communication Verbal communication is one of the most common ways of communicating at the workplace. Speak clearly. crisp and effective. The speaker must not fiddle with things while speaking. Thus. Take care of your spellings. Components of Communication Process Communication is a process of exchanging verbal and non verbal messages. This message must be conveyed through some medium to the recipient. It is essential for managers to make an eye contact with team members for the desired impact. Official emails should ideally be written in Arial Font with text size 12. Hand movements also play an important role in effective managerial communication. Written modes of communication Communicating through emails is considered as one of the most reliable modes of communication. Do not write stories in emails. Do not use capitals in emails unless required. It is essential that this message must be understood by the recipient in same terms as intended by the sender. After communicating verbally with your team members. Keep it simple and avoid using stylish fonts. grammar and punctuation marks.Facial Expressions. The employees should also mark a carbon copy to their team leaders for them to know what is happening around. Official emails should not have flashy icons and images. . Communication also takes place through circulars and notices. Pre-requisite of communication is a message. Emails need to be self explanatory with a relevant subject line. This way people would love interacting with you and pay attention to whatever you intend to communicate. Hand movements and Gestures Do not carry a frown on your face. communication is a two way process and is incomplete without a feedback from the recipient to the sender on how well the message is understood by him. make sure you do send a mail to them briefing everything that was discussed at the meeting. All related employees must be kept in the loop. Emails should be short. Smile more often. It is a continuous process. He must respond within a time frame. Notices should be displayed on the company“s main notice board for everyone to read Notices must have important dates and relevant information. Ask your office boy to get the circular signed by everyone. Communication Process The main components of communication process are as follows: 1. Feedback may be verbal (through . The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. Every communication proceeds with context. and the reliance of encoder on decoder. Communication process begins with deciding about the message to be conveyed. For instance .Medium is a means used to exchange / transmit the message.Message is a key idea that the sender wants to communicate. 3. Message . Feedback . The verbal and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender. The views. social. skills. Context . 4. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response.Sender / Encoder is a person who sends the message.Communication is affected by the context in which it takes place. It is a sign that elicits the response of recipient. background. This choice of communication medium varies depending upon the features of communication.a training manager conducting training for new batch of employees.Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. 2. Recipient / Decoder . 5. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This context may be physical. Sender may be an individual or a group or an organization. It must be ensured that the main objective of the message is clear. The sender chooses the message to communicate within a context. approach. Sender / Encoder .Recipient / Decoder is a person for whom the message is intended / aimed / targeted. and knowledge of the sender have a great impact on the message. competencies. their responsiveness to the message. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient. while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there. It helps the sender in confirming the correct interpretation of message by the decoder. For instance .Written medium is chosen when a message has to be conveyed to a small group of people. Medium . 6. chronological or cultural. but it also saves upon money and efforts. reports.  Oral communication is an essential for teamwork and group energy.  Oral communication is time-saving as far as daily interactions are concerned. etc. It includes individuals conversing with each other. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required.  Oral communication promotes a receptive and encouraging morale among organizational employees.  Oral communications are not easy to maintain and thus they are unsteady. conferences. sighs. discussions are all forms of oral communication. etc. Advantages of Oral Communication  There is high level of understanding and transparency in oral communication as it is interpersonal. decisions can be made quickly without any delay. There is flexibility for allowing changes in the decisions previously taken. presentations. Face to face communication (meetings. long speeches consume lot of time and are unproductive at times.  There is no element of rigidity in oral communication.  Oral communication is best in case of problem resolution. Disadvantages/Limitations of Oral Communication  Relying only on oral communication may not be sufficient as business communication is formal and very organized. etc. The conflicts. .  Oral communication is less authentic than written communication as they are informal and not as organized as written communication.words) or non-verbal (in form of smiles. interviews. Oral Communication .  Oral communication can be best used to transfer private and confidential information/matter. be it direct conversation or telephonic conversation. It may take written form also in form of memos.  There may be misunderstandings as the information is not complete and may lack essentials.) is significant so as to build a rapport and trust. disputes and many issues/differences can be put to an end by talking them over.Meaning.  The feedback is spontaneous in case of oral communication. Speeches. Advantages and Limitation Oral communication implies communication through mouth.  Oral communication is not only time saving. Thus. but in case of meetings. lectures.). It provides ready records and references. Speech came before writing. Thus. Advantages and Disadvantages Written communication has great significance in today’s business world. it is useful where record maintenance is required. Also. Written Communication . Effective written communication is essential for preparing worthy promotional materials for business development. Disadvantages of Written Communication Written communication does not save upon the costs. Written communication is more precise and explicit. policies and rules for running of an organization. While in case of oral communication. it is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may refuse to acknowledge. Effective written communication develops and enhances an organization’s image. Also. Legal defenses can depend upon written communication as it provides valid records. It is a permanent means of communication.Meaning. But writing is more unique and formal than speech. Advantages of Written Communication Written communication helps in laying down apparent principles. their organization in correct order in sentences formation as well as cohesive composition of sentences. It assists in proper delegation of responsibilities. writing is more valid and reliable than speech. It is an innovative activity of the mind. Effective writing involves careful choice of words. if the receivers of the written message are separated by distance and if they need to clear their doubts. But while speech is spontaneous. . It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters. It requires attentiveness and great receptivity on part of the receivers/audience. writing causes delay and takes time as feedback is not immediate. the response is not spontaneous.  Oral communication (such as speeches) is not frequently used as legal records except in investigation work. It persuades the audience.Conciseness means wordiness. . These are as follows: 1. Concise communication has following features:   It is both time-saving as well as cost-saving.  Concise communication provides short and essential message in limited words to the audience. A complete communication has following features:  Complete communication develops and enhances reputation of an organization. i.e. Poor writing skills and quality have a negative impact on organization’s reputation. It leaves no questions in the mind of receiver. Conciseness . It should convey all facts required by the audience.  A complete communication always gives additional information wherever required. 2.  It underlines and highlights the main message as it avoids using excessive and needless words.  Moreover. Conciseness is a necessity for effective communication. Too much paper work and e-mails burden is involved. Effective written communication requires great skills and competencies in language and vocabulary use.Written communication is time-consuming as the feedback is not immediate.The communication must be complete. communicating what you want to convey in least possible words without forgoing the other C’s of communication. The sender of the message must take into consideration the receiver’s mind set and convey the message accordingly. Seven C’s of Effective Communication There are 7 C’s of effective communication or principles of effective communication which are applicable to both written as well as oral communication.  Complete communication helps in better decision-making by the audience/readers/receivers of message as they get all desired and crucial information. Completeness . The encoding and sending of message takes time. they are cost saving as no crucial information is missing and no additional cost is incurred in conveying extra message if the communication is complete. rather than trying to achieve too much at once.  Concrete messages are not misinterpreted.  Concise message is non-repetitive in nature. Emphasize on “what is possible” rather than “what is impossible”. etc. appropriate and concrete words. The sender of the message should be sincerely polite.Concrete communication implies being particular and clear rather than fuzzy and general.Clarity implies emphasizing on a specific message or goal at a time.  Empathize with the audience and exhibit interest in the audience. i. Courteous message has following features:  Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of the message. education level. emotions as well as problems. Concrete message has following features:  It is supported with specific facts and figures. healthy. Courtesy . thanks.Consideration implies “stepping into the shoes of others”. judicious. Clarity in communication has following features:  It makes understanding easier. 3. Features of considerate communication are as follows:  Emphasize on “you” approach. Lay stress on positive words such as jovial.  Show optimism towards your audience. Ensure that the selfrespect of the audience is maintained and their emotions are not at harm. Concreteness . reflective and enthusiastic. Concise message is more appealing and comprehensible to the audience.  It makes use of words that are clear and that build the reputation. committed. 5. Clarity . Concreteness strengthens the confidence. etc. This will stimulate a positive reaction from the audience.  Complete clarity of thoughts and ideas enhances the meaning of message. 4. 6.Courtesy in message implies the message should show the sender’s expression as well as should respect the receiver. . Make an attempt to envisage your audience. their requirements. the audience’s view points.  Clear message makes use of exact. warm. mind-set. background. Consideration . help. Effective communication must take the audience into consideration.e. Modify your words in message to suit the audience’s needs while making your message complete. Effective listening requires both deliberate efforts and a keen mind. Effective listeners  . Awareness of these 7 C’s of communication makes you an effective communicator.  If the communication is correct. correct and well-timed. Communication cannot take place until and unless a message is heard and retained thoroughly and positively by the receivers/listeners.  Correct message has greater impact on the audience/ readers.Correctness in communication implies that there are no grammatical errors in communication. Correctness . Listening is a dynamic process. Listening means attentiveness and interest perceptible in the posture as well as expressions. concentration and interest. Listening implies decoding (i. Correct communication has following features:  The message is exact.  It makes use of terms showing respect for the receiver of message. Both the body as well as mind is involved in listening process.e.. Hearing is an effortless activity while listening is an act requiring conscious efforts.  It checks for the precision and accurateness of facts and figures used in the message.An essential for good communication Listening is a significant part of communication process.  It is not at all biased.  It makes use of appropriate and correct language in the message. translating the symbols into meaning) and interpreting the messages correctly in communication process. Listening involves both physical and psychological efforts. Listening differs from hearing in sense that:   Hearing implies just perceiving the sounds while listening means listening with understanding whatever you are listening. Effective Listening Skills . it boosts up the confidence level. Listening is an active process while hearing is a passive activity. Courteous message is positive and focused at the audience. 7. Remain calm. updated with the changes and implementations. It also boosts your performance. This will help creating an atmosphere of mutual understanding and improve the exchange of ideas in communication process. Effective Listening Skills 1. encourages product delivery and innovation. He should avoid any kind of distraction. Do not loose your temper. i. 2. Characteristics of Good and Effective Listener Good and effective listener tries to give maximum amount of thought to the speaker’s ideas being communicated. 8. Rephrase and summarize the speaker’s ideas. Avoid distractions. leaving a minimum amount of time for mental exercises to go off track. 4. Be open to accept new ideas and information. 3. Analyze and evaluate the speech in spare time. put yourself in the position of the speaker and observe things from his view point.e. To improve your communication skills. as well as helps organization to deal with the diversity in employees and customers it serves. 6.. Jot down and take a note of important points. . Is attentive. Anger hampers and inhibits communication.appreciate flow of new ideas and information. This demonstrates that how well you understand the speaker’s ideas and also that you are listening. 7. 10.Good listener does not ignore the information he considers is unnecessary. Work upon listening. A good listener: 1. Angry people jam their minds to the words of others. Discover your interests’ field. “Step into the shoes of others”. Effective listening promotes organizational relationships. and are always out of crisis situation. 9.Good listener must pay attention to the key points. Do not assume. Keep on asking questions. He avoids premature judgements about the speakers message. you must learn to listen effectively. Organizations that follow the principles of effective listening are always informed timely. 5. He should always summarize the speaker’s ideas so that there is no misunderstanding of thoughts of speakers. He should be alert. Effective listening gives you an advantage and makes you more impressive when you speak. Grasp and understand the matter/content. 2. While some of our nonverbal communication abilities.e. He concentrates totally on the facts. He evaluates the speaker’s ideas in spare time. facial expression and body language of the speaker. It must be noted that “We listen at about an efficiency rate of 25 percent maximum. other abilities like paralanguage and movement have grown alongside verbal complexity.A good listener makes deliberate efforts to give a chance to other speakers also to express their thoughts and views. For example. 4.Good listener deliberately listens for the feelings of the speaker. and we remember only about 50 percent of what is delivered during a ten minute speech/lecture/communication. He tries to learn from every speaker. In short. His listening is sympathetic. He evaluates the facts objectively. healthy relations and more participation. It encourages optimistic attitude. one who tries to understand the views of the speaker) and empathic (i. Listen for feelings and facts.A good listener tries to take benefit from the opportunities arising. lost strength as our verbal capacities increased. a good listener should be projective (i. one who concentrates not only on the surface meaning of the message but tries to probe the feelings and emotions of the speaker).e.Actions Speak Louder than Words . Effective listening is directly related to our ability to do team work. like our sense of smell. This is evidenced by the fact that some nonverbal communication has the same meaning across cultures while no verbal communication systems share that same universal recognizability Nonverbal communication also evolved earlier than verbal communication and served an early and important survival function that helped humans later develop verbal communication.3.” PRINCIPLES OF NON VERBAL COMMUNICATION Nonverbal communication has a distinct history and serves separate evolutionary functions from verbal communication. Opportunizes. He focuses on the content of the speaker’s message and not on the speaker’s personality and looks. effective listening enhances the communication quality. Concentrate on the other speakers kindly and generously. Non Verbal Communication . It makes all attentive. active and alert. He keenly observes the gestures. The fact that nonverbal communication is processed by an older part of our brain makes it more instinctual and involuntary than verbal communication. nonverbal communication is primarily biologically based while verbal communication is primarily culturally based. It leads to better decision. He asks “What’s in it for me?” To conclude. 5.making in an organization. In Argentina to raise a fist in the air with knuckles pointing outwards expresses victory. but nonverbal communication is even more ambiguous. we say “owww!” when we stub our toe or scream “stop!” when we see someone heading toward danger. Nonverbal Communication Is More Involuntary than Verbal There are some instances in which we verbally communicate involuntarily. These types of exclamations are often verbal responses to a surprising stimulus. Nonverbal Communication Is More Ambiguous We learn that the symbolic and abstract nature of language can lead to misunderstandings. but more recent and reliable findings claim that it is closer to 65 percent. or because you share some inside knowledge or joke? Nonverbal Communication Is More Credible Although we can rely on verbal communication to fill in the blanks sometimes left by nonverbal expressions. etc. Did they wink to express their affection for you. For example. If you’ve ever had someone wink at you and didn’t know why. you’ve probably experienced this uncertainty. their pleasure with something you just did. What is Non Verbal Communication ? It is communication of feelings. and eye contact to see if the person is just curious. suspicious. This is especially true in times of stress or danger when our behaviors become more instinctual and we rely on older systems of thinking and acting that evolved before our ability to speak and write. in Lebanon. The components of Non Verbal Communication are:  Kinesics: It is the study of facial expressions.For example. attitudes. the question “What are you doing tonight?” could mean any number of things. many nonverbal signals do not have any one specific meaning. emotions. postures & gestures. most of our nonverbal signals can be linked to multiple meanings. and although most nonverbal communication isn’t completely involuntary. tone of voice. or hinting that they would like company for the evening. but unlike words. but we could rely on posture. Some studies have claimed that 90 percent of our meaning is derived from nonverbal signals. we often put more trust into what people do over what they say. and thoughts through body movements / gestures / eye contact. As with verbal communication.Nonverbal Communication Conveys Important Interpersonal and Emotional Messages You’ve probably heard that more meaning is generated from nonverbal communication than from verbal. raising a closed fist is considered rude? . it is more below our consciousness than verbal communication and therefore more difficult to control. Involuntary nonverbal signals are much more common. Communication serves as a foundation for planning. Similarly leaders as managers must communicate effectively with their subordinates so as to achieve the team goals. Oculesics: It is the study of the role of eye contact in non verbal communication. a manager who has a meeting with the CEO. The amount of personal space when having an informal conversation should vary between 18 inches . Have you ever observed that while AN employee will not worry about running a few minutes late to meet a colleague. i. volume. All the essential information must be communicated to the managers who in-turn must communicate the plans so as to implement them. he will talk faster with minimal pause. the personal distance needed when speaking to a crowd of people should be around 10-12 feet?  Chronemics: It is the study of use of time in non verbal communication. Neatly combed hair. However. touching someone's head may be considered as rude. Planning. They generally devote approximately 6 hours per day in communicating.that we actually say. reports or memos wherever oral communication is not feasible. Acceptable level of touching vary from one culture to another? In Thailand. Did you know that in the first 90 sec .  Proxemics: It is the study of measurable distance between people as they interact.e. Remember. Managers also use Written Communication in form of letters. he will pause. Controlling is not possible without written and oral communication. when no response is desired. speed.. Leading and Controlling. Interestingly. ironed clothes and a lively smile will always carry more weight than words. Managers devote a great part of their time in communication. and pauses to convey meaning. “what we say” is less important than “how we say it” as words are only 7% of our communication. customers or suppliers. Only 7% of comes from words . a late arrival will be considered as a nonverbal cue that he / she does not give adequate respect to his superior?  Paralinguistics: It is the study of variations in pitch. Importance of Communication in an Organization Effective Communication is significant for managers in the organizations so as to perform the basic functions of management. colleagues. Thus.4 min you decide that you are interested in someone or not. when the speaker is making a presentation and is looking for a response.  Haptics: It is the study of touching. Organizing. Organizing also requires effective communication with others about their job task. subordinates.4 feet while. Studies reveal that 50% of this first impression comes from non-verbal communication which includes oculesics. Understand and enjoy non verbal communication as it helps forming better first impressions.  Physical Appearance: Your physical appearance always contributes towards how people perceive you. we can say that “effective communication is a building block of successful . Communication helps managers to perform their jobs and responsibilities. They spend great time on face to face or telephonic communication with their superiors. Lateral 4. analyze the reasons for their occurrence and take preventive steps to avoid those barriers. Communication also plays a crucial role in altering individual’s attitudes. and how to improve their performance if it is not up to the mark. a well informed individual will have better attitude than a less-informed individual. 5.. Downward 2. 4. It is also said that one cannot survive without communication. i. Thus. the primary responsibility of a manager is to develop and maintain an effective communication system in the organization Communication Flows in an Organization In an organization. Communication is a source of information to the organizational members for decisionmaking process as it helps identifying and assessing alternative course of actions. Downward Flow of Communication: Communication that flows from a higher level in an organization to a lower level is a downward communication. Communication also helps in socializing.e. meetings and various other forms of oral and written communication help in moulding employee’s attitudes. 3. The importance of communication in an organization can be summarized as follows: 1. Organizational magazines. A manager must discover various barriers to communication. Diagonal 5. In other words. journals. Upward 3. External 1. 2. communication helps in controlling function of management. communication from superiors to subordinates in a chain of command is a downward . Thus. In other words. As discussed earlier. the manner they are performing the task. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. communication also assists in controlling process. perform their job role efficiently and communicate any work problem and grievance to their superiors.organizations”. Communication promotes motivation by informing and clarifying the employees about the task to be done. In todays life the only presence of another individual fosters communication. It helps controlling organizational member’s behaviour in various ways. communication acts as organizational blood. An effective and efficient communication system requires managerial proficiency in delivering and receiving messages. They must comply with organizational policies. communication flows in 5 main directions1. i. Upward communication leads to a more committed and loyal workforce in an organization because the employees are given a chance to raise and speak dissatisfaction issues to the higher levels. Organizational publications. letter to employees. This communication flow is used by the managers to transmit workrelated information to the employees at lower levels.  The subordinates also use upward communication to tell how well they have understood the downward communication. circulars. Grievance Redressal System. Utilize the best communication technique to convey the message to the receiver in right form 2. It provides feedback on how well the organization is functioning. Job Satisfaction surveys etc all help in improving upward communication. Employees require this information for performing their jobs and for meeting the expectations of their managers. group meetings etc are all examples of downward communication. The managers get to know about the employees feelings towards their jobs. 3. Other examples of Upward Communication are -performance reports made by low level management for reviewing by higher level management. communication . managers must:   Specify communication objective Ensure that the message is accurate. Managers can thus accordingly take actions for improving things. employee-manager discussions etc. supervisor and organization in general.. Downward communication is used by the managers for the following purposes Providing feedback on employees performance Giving job instructions Providing a complete understanding of the employees job as well as to communicate them how their job is related to other jobs in the organization. Communicating the organizations mission and vision to the employees. The subordinates use upward communication to convey their problems and performances to their superiors. Lateral / Horizontal Communication: Communication that takes place at same levels of hierarchy in an organization is called lateral communication. peers. employee attitude surveys.communication. letters from employees. In order to have effective and error-free downward communication. specific and unambiguous. It can also be used by the employees to share their views and ideas and to participate in the decision-making process. Upward Flow of Communication: Communication that flows to a higher level in an organization is called upward communication. Complaint and Suggestion Box. Highlighting the areas of attention.e. Suppose the profit amount of a company is known. Sometimes the managers show preferential treatment and favour some employees giving a segregated feeling to other employees. They may have friendly relations with each other. banks. The advantages of horizontal communication are as follows: It is time saving. Diagonal Communication: Communication that takes place between a manager and employees of other workgroups is called diagonal communication. financial institutes etc. It exists more at lower levels of organization.To design a training module a training manager interacts with an Operations personnel to enquire about the way they perform their task. It helps in solving various organizational problems. they go for grapevine network as they cannot use the formal channel of communication in that case. Grapevine Communication (Informal Business Communication) Grapevine is an informal channel of business communication. 4. Rumour is spread that this much profit is there and on that basis bonus is declared. when employees sense a need to exchange their views.between peers. It generally does not appear on organizational chart. between managers at same levels or between any horizontally equivalent organizational member. grapevine spreads like fire and it is not easy to trace the cause of such communication at times. Thus. One of them is that when an organization is facing recession. Despite existence of formal channels in an organization. the employees sense uncertainty. CEO may be in relation to the Production Manager. Grapevine generally develops due to various reasons. For instance To raise capital the Managing director would interact with the Bank Manager. vendors. 5. It facilitates co-operation among team members. For instance . Thus. It facilitates co-ordination of the task. Examples of Grapevine Network of Communication 1. . the informal channels tend to develop when he interacts with other people in organization. It is a means of information sharing It can also be used for resolving conflicts of a department with other department or conflicts within a department. It is called so because it stretches throughout the organization in all directions irrespective of the authority levels.the subordinates talk about their superior’s attitude and behaviour and exchange views with their peers. 2. Man as we know is a social animal. Generally during breaks in cafeteria. Also. It provides emotional and social assistance to the organizational members.suppliers. They discuss rumours about promotion and transfer of other employees. at times employees do not have selfconfidence due to which they form unions. External Communication: Communication that takes place between a manager and external groups such as . The managers get to know the reactions of their subordinates on their policies. Feedback Communication Receivers are not just passive absorbers of messages. Thus. etc. The grapevine serves as an emotional supportive value. As soon as an employee gets to know some confidential information. A smart manager should take care of all the disadvantages of the grapevine and try to minimize them. The grapevine is not trustworthy always as it does not follows official path of communication and is spread more by gossips and unconfirmed report. it enables you to evaluate the effectiveness of your message. The grapevine leads to making hostility against the executives. grapevine helps in developing group cohesiveness. 3. sighs etc. Disadvantages of Grapevine Communication 1. The productivity of employees may be hampered as they spend more time talking rather than working. This response of a receiver to sender’s message is called Feedback. 2. Feedback is your audience’s response. Giving your audience a chance to provide feedback is crucial for maintaining an open . If your audience doesn’t understand what you mean. Sometimes a feedback could be a non-verbal smiles. Grapevine channels carry information rapidly. it spreads hastily. 5. 3. the feedback obtained is quick compared to formal channel of communication. At the same time. he becomes inquisitive and passes the details then to his closest friend who in turn passes it to other. Thus. Thus. as when you react to a colleague’s ideas with questions or comments.Pros and Cons of Grapevine Communication Advantages of Grapevine Communication 1. 2. The grapevine is a supplement in those cases where formal communication does not work. 4. The grapevine may hamper the goodwill of the organization as it may carry false negative information about the high level people of the organization. you can tell by the response and then refine the message accordingly. it does not clearly depicts the complete state of affairs. Thus. he should make best possible use of advantages of grapevine. Sometimes it is oral. they receive the message and respond to them. 5. The grapevine carries partial information at times as it is more based on rumours.replying to an e-mail. The grapevine creates a sense of unity among the employees who share and discuss their views with each other. 4. Feedback can also be written like . Feedback should be job related. “Do you have any doubts?” etc. managers in an organization face severe problems. Employees are not always willing to provide feedback. For example instead of saying”You were absent from work yesterday”. memos.communication climate. Communication Barriers . The manager must create an environment that encourages feedback. At the same time he must allow his subordinated to express their views also. 4. 5. While giving negative feedback to the recipient.For feedback to be effective. company news letter etc. Communication is fruitful if and only if the messages sent by the sender is interpreted with same meaning by the receiver. Due to such disturbances. etc. The managers encourage feedback by asking specific questions. “However” etc. the manager should not mention the factors which are not in control of the recipient. we should always direct it to the recipients goal. 2. the message will be destroyed. such as : Employee surveys. A manger should ensure that a feedback should: 1. Thus the managers must locate such barriers and take steps to get rid of them.Reasons for Communication Breakdown Communication is a process beginning with a sender who encodes the message and passes it through some channel to the receiver who decodes the message. the manager should not criticize anyone personally. Goal oriented . allowing their employees to express general views. emails.If we have something negative to say about the person.Feedback is most effective when there is a short gap between the recipients behaviour and the receipt of that feedback. Feedback is essential in communication so as to know whether the recipient has understood the message in the same terms as intended by the sender and whether he agrees to that message or not. There are lot of ways in which company takes feedback from their employees. Focus on a particular behaviour .It should be specific rather than being general. . Well timed . 7. the manager should make sure that the recipients understands the feedback properly. manager should say”I was annoyed when you missed your work yesterday”. If any kind of disturbance blocks any step of communication. open-door policies. For example after explaining the job to the subordinated he must ask them whether they have understood it or not. Use “I” statements . The organization should be receptive to their employee’s feedback.Manager should make use of statements with the words like “I”. He should ask questions like “Do you understand?”. Ensure understanding . 3. 6. The organization has to work a lot to get the accurate feedback. Impersonal . The main barriers of communication are summarized below. the superior may not get what he is saying and it leads to disappointment of subordinate. Physical distractions are also there such as. Similarly if a superior is engrossed in his paper work and his subordinate explains him his problem. Time Pressures: Often in organization the targets have to be achieved within a specified time period. but only hear. Perceptual and Language Differences: Perception is generally how each individual interprets the world around him. The linguistic differences also lead to communication breakdown. For example : A person is on leave for a month due to personal reasons (family member being critical). It is essential for managers to overcome these barriers. he no longer listens to it. unhygienic room also affects communication in a meeting. Same word may mean different to different individuals. 5. a. Thus sufficient time should be given for effective communication. the family members might take him as an emotional support. poor lightning. 3. 4. Thus. All generally want to receive messages which are significant to them. Similarly use of loud speakers interferes with communication. I value our relation? c. Distraction/Noise: Communication is also affected a lot by noise to distractions. the formal channels of communication are shortened. It is essential to control this information flow else the information is likely to be misinterpreted or forgotten or overlooked..e. uncomfortable sitting. the failure of which has adverse consequences. But any message which is against their values is not accepted. thus making communication ineffective. . repetitive messages should be ignored for effective communication. Inattention: At times we just not listen. What is the value of this Laptop? b. In a haste to meet deadlines. For example a traveler may pay attention to one “NO PARKING” sign. Following are the main communication barriers: 1. 2. Information Overload: Managers are surrounded with a pool of information. The HR Manager might be in confusion whether to retain that employee or not. or messages are partially given. As a result communication is less effective. i. not completely transferred. Communication breakdown occurs if there is wrong perception by the receiver. the immediate manager might think of replacement because his teams productivity is being hampered.There are several barriers that affects the flow of communication in an organization. What is the value of learning technical skills? “Value” means different in different sentences. For example: consider a word “value”. but if such sign is put all over the city. These barriers interrupt the flow of communication from the sender to the reciever. A same event may be taken differently by different individuals. it actually refers to the smart work done by employees. 8. The poor communication can actually cost you your job. screws up the project and fails to submit it within the deadline. Complexity in Organizational Structure: Greater the hierarchy in an organization (i. If the receiver feels that communicator is angry he interprets that the information being sent is very bad. transparency between the team members. Putting labour does not mean getting involved in hard physical work or digging the gold mines. In organizations the barriers in communication go a long way in distortion of the message and the information does not reach in its desired form. What if your team misinterprets your information. While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting). Noise acts as a devil in business communication. 7. Let us now understand how barriers in communication effect business communication. Poor retention: Human memory cannot function beyond a limit. No organization runs for charity. Only the people at the top level can see the overall picture while the people at low level just have knowledge about their own area and a little knowledge about other areas. Effect of Communication Barriers in Business Communication An organization is an individual’s first home as one spends the maximum time here only. How does an organization become successful ? How will an organization achieve its goals ?. . One cant always retain what is being told specially if he is not interested or not attentive. The managing director will literally sit on your head and make your life miserable.e. it is really important that the organization achieve its goals.6. Any information downloaded at a noisy place is bound to get distorted and result in a complete mess. The employees are the assets for any organization and the profitability of any organization is directly proportional to the labour put by its employees. free flow of information from the superior to the subordinates. more is the chances of communication getting destroyed.Through Communication and not only through communication but effective communication. This leads to communication breakdown. Imagine a situation where you want some report from your team members which needs to be forwarded to the managing director of the organization. How does free flow of information happen? How is the transparency between the team members achieved ? . more the number of managerial levels). Emotions: Emotional state at a particular point of time also affects communication. before assigning responsibilities to . Petty fired Joe and even stopped his appraisal. Email ids must be spelled out properly to avoid wrong spellings and unnecessary wastage of time. While sharing any important contact number it is the responsibility of the speaker to cross check with the listener. Joe submitted the report but the budget for the operations team was missing in the report. The client had wrongly noted Misha’s number and thus wasted his precious time and lost his temper. It has been observed that during seminars or presentations only the front benchers are attentive. She passed on this information to Joe at his workstation around which lots of other employees were shouting. Dont just speak. Noise reduces the chances of the correct flow of information from the sender to the receiver. noise. The speaker must ensure whether everyone is clear or not ? In any organization. has to be very confident and must maintain a tone audible to everyone. Information must pass to them also to expect the best out of them and increase their efficiency. He then had to call the front desk lady to get connected with Misha and obviously he was furious. One day. effective time management and more output from them. Unwanted distractions. He kept on trying the same number which Misha gave but someone else was responding. the last benchers are almost lost in their own sweet world. even to the individuals sitting on the last row. the client had a major query and he had to discuss with Misha on an urgent basis. the speaker has to be very careful about his pitch and tone. Try to make the seminar or the meeting interactive. marketing and the operations team. he first must be himself very clear what actually he expects from his team. Misha was sharing her phone number with her client and she never bothered to verify with her client whether he has noted the correct number or not. Business communications are bound to suffer due to ineffective communication. chit chats of the other employees etc played the culprit and poor Joe missed out on his promotion. During any business meeting. it is mandatory to understand which employee can do a particular assignment. Unorganized and Haphazard thoughts also lead to ineffective communication in organizations. Joe actually had heard only about sales and marketing department and thus skipped the report of the operations team.Petty wanted to go through the complete budget of the sales. and which employee is not fit for a particular role. If any individual wants something from his team members. the base phone was constantly ringing and the photocopier machine was making a terrible noise. errors are bound to happen and thus increasing conflicts among the team members and decreasing the efficiency of the employees. Chelsea was not keen for a branding profile but his boss could never understand her interest and always wondered why Chelsea was not effectively performing ? In any organization. After any seminar or meeting. At the end of the day. Not cross checking among themselves or with the superiors also spoils the business communication to a large extent. presentation or seminar. duplicacy of work. If the office is noisy. also invite questions from the team. the superior or the incharge must send the minutes of the meeting through e mail to all the required recipients to avoid last minute confusions and discrepancies. The boss must clearly mention his team member’s key responsibility areas in clear words to avoid wastage of manpower. The person who chairs the meeting has to speak very clearly. ask and clear your doubts then and there only. or what you are actually supposed to do. Communication barriers must be overcome in organizations to ensure the free flow of information between the sender and the recipient and for an effective communication among the employees. Jude should have made it very clear from the very beginning what all he was expecting from Harry. Don’t hide your queries. Harry could never understand Jude’s thought process. Let us try to understand the situation with the help of an example. and other marketing activities. promotional activities. He simply compiled the expenditure details and handed over to Jude. it is a must to understand the employee and his area of specialization and interest. reduces conflicts and mis understandings and in turn increases the profitability of the organization. ask questions.. give him the work he enjoys doing the most. Every employee must try their level best to avoid the communication barriers in organizations for an effective business communication. He was expecting much more from Harry. Effective communication reduces the error rate. Harry had to resubmit the project resulting in duplicacy of effort and wastage of time. Jude was obviously not happy. He is bound to get nervous and the message will fail in creating the required impact. Jude to Harry .the employees.“Harry. Don’t hesitate. different level of understanding and thus it is important to share each and every detail with others and clarify the things from the very beginning. The listeners must give their feedback at the end of the conversation. A boss and the employee can never think on the same level. Poor Harry had to redo his work. Jude actually meant the complete financial analysis. please ASK. Your boss will only feel happy if you share your queries with him. I need the complete financial report by end of the day” By financial report. which would include the complete details of how much the company spends in advertising. If you are not clear what your boss is expecting out of you. He kept half of his things within himself and did not share with Harry. . Don’t just impose work on any employee.analyse the inflow and outflow of expenditure patterns and so on. it is important that transparency is maintained among the employees at all levels. Difference in thought process also results in a poor communication in business areas. Every individual has a different mindset. One should remember that the listeners are also a part of the conversation. For the successful running of an organization. Communication will be for sure ineffective if a person from an accounting background is asked to deliver a presentation on sales techniques. There is a difference between “listening” and “hearing”. Active listening means hearing with proper understanding of the message that is heard. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. Simple Organizational Structure: The organizational structure should not be complex. 6. It’s the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. Use of Simple Language: Use of simple and clear words should be emphasized. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker. Emotional State: During communication one should make effective use of body language. 4. . Use of ambiguous words and jargons should be avoided. 1. For example. if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good. The message intended by the sender is not understood by the receiver in the same terms and sense and thus communication breakdown occurs. The number of hierarchical levels should be optimum. 5. There should be proper Induction program so that the policies of the company are clear to all the employees. Simpler the organizational structure. Active Listening: Listen attentively and carefully. 2. more effective will be the communication. Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. in the previous section we have discussed the major barriers of communication. It is essential to deal and cope up with these communication barriers so as to ensure smooth and effective communication. As. Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. It is essential to identify the source of noise and then eliminate that source. 3. There should be a ideal span of control within the organization. Let’s talk about how to overcome these barriers of communication. There should be proper trainings conducted for required employees (for eg: Voice and Accent training).Overcoming Communication Barriers There are a lot of communication barriers faced these days by all. Focus on conveying your message well and use a positive body language. 8. A detailed audience analysis must be made before the presentation. A good presentation should be concise and should be focused on the topic. Constructive feedback will lead to effective communication between the superior and subordinate. A good presentation should have a good subject matter. to persuade the audience to act and to create goodwill. like: face to face interaction or meetings. but it should be delivered constructively. Effective Presentation Skills Presentation can be defined as a formal event characterized by teamwork and use of audiovisual aids. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively. i. and culture of the target audience. They should not overload themselves with the work. the speaker should use more of visual aids such as transparencies. 9. language. 3. charts. should best fit the audience. The fear should be transformed into positive energy during the presentation. It should not move off-track. A good presentation should have the potential to convey the required information. should match with the objective. The contents of the feedback might be negative. 2. Characteristics of a Good/Effective Presentation 1. 4. diagrams.. Simple messages should be conveyed orally. an analysis of the needs. Notices etc. Give Constructive Feedback: Avoid giving negative feedback. Each transparency/slide should contain . For significant messages reminders can be given by using written means of communication such as : Memos. There should not be much pressure on employees to meet their targets. Relate your presentation message/idea to the interests of the audience. Use of written means of communication should be encouraged for delivering complex messages. Be calm and relaxed while giving a presentation. Their body language instantly gives the speaker the required feedback. The main purpose of presentation is to give information. educational background.e. wait and develop an eye contact with the audience. 10. age. The presentation ideas should be well adapted to your audience. 5. Proper Media Selection: The managers should properly select the medium of communication. To communicate the desired information. pictures. Before beginning. and should be well organized. etc.7. Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. Avoid Information Overload: The managers should know how to prioritize their work. 12. He must use short and simple words. This will help the speaker to be more confident and self-assured. 7. The speaker should stand with feet far apart maintaining a good balance. 6. The speaker must plan how to begin the presentation. Give final comments. A good presentation must be planned. 13. The more the speaker rehearses the better the presentation turns to be. rather than the screen. No slide should be kept on for a longer time. Organize all the visuals for making a logical and sound presentation. Effective Report Writing . 11. The speaker must be affirmative and optimistic before giving presentation. The speaker should not block the view. rearticulate it before answering. The speaker must have a presentable appearance while giving a presentation. 8. The speaker should encourage more questions from the audience. If any biased question is put forth by the audience. Summarize the presentation at the end. 9. what to speak in the middle of presentation and how to end the presentation without losing audience interests at any point of time. or remarkable fact. 10. He should ensure all tools and equipments to be used in presentation are working well. humour. Leave a positive impact upon the audience. He must use confident gestures. The speaker must state the objectives of the presentation at beginning of the presentation. Rehearse and practice the presentation. He should be honest enough to answer those questions. Try facing the audience.limited and essential information only. Try to gain and maintain audience interest by using positive quotes. Turn on the room lights else the audience might fall asleep and loose interest. the implications of report reading.. Determine the objective of the report.. identify the problem. 4. i. Analyze the niche audience. Collect the required material (facts) for the report. 6.What is Report Writing ? A report can be defined as a testimonial or account of some happening.. 5. Prepare an outline for the report. on the basis of such information. An effective report can be written going through the following steps1. i. 6. The essentials of good/effective report writing are as follows1. They are a strong base for planning and control in an organization. 7..e. Plan the facts for the report. make an analysis of the target audience.. Know your objective. the management can make strong decisions. be focused. the purpose for which audience requires the report. Concentrate on the report structure and matter. 5. 7. Discuss all sides of the problem reasonably and impartially. A report discusses a particular problem in detail. 3. A report gives an explanation of any circumstance. . 2. i. Hence. reports play a crucial role. etc. It is purely based on observation and analysis. 3.e. Study and examine the facts gathered. 4. Include all relevant facts in a report. i. kind of data audience is looking for in the report. reports give information which can be utilized by the management team in an organization for making plans and for solving complex issues in the organization.e. Edit the drafted report. Disclose correct and true information in a report. i. Reports are required for judging the performances of various departments in an organization. It brings significant and reliable information to the limelight of top management in an organization. Distribute the draft report to the advisory team and ask for feedback and recommendations.e. Decide the length of report. 2.e. The report should be neatly presented and should be carefully documented. In today’s corporate world. Pre-decide the report writing style. Use vivid structure of sentences. draft the report. 9. drafted and finally revised. Regard your resume as work in progress and give it a polish every couple of months. giving bold headings for each paragraph. 10. There is no standard format for a resume. The report can be modified based on such feedback. The feedback. but the lower/bottom margins can be one and a half times as broad as others. Your resume needs to recap and capture the spirit of our competency/what’s best about you. Such a resume demonstrates steady development/movement to the current time. Use graphs. job headings and the dates. It gives an idea to the reader that how you can be an asset to their organization. Skills Resume. Ideally. Chronological Resume. Checklist for Effective Resume Writing A resume is also known as CV or curriculum vitae. rather than the job and the date in which those skills have been used. Attempt to generate reader’s interest by making appropriate paragraphs. Encourage feedback on the report from the critics. 12.8. using bullets wherever required. ii.Up to date factual why and Self you are relevant best suited for Neat information describing this job Resumes should be written not for yourself but for the reader. the top and the side margins should be the same (minimum 1 inch broad). pie-charts. Highlight and recap the main message in a report. A good resume must be properly planned. You never know when you will be asked for it. It is generally prepared when the candidate frequently changes his job or when his education and experience do not harmonize/match with the position for which the candidate is applying. .These resume gives a quick brief up of what the candidate has done in a timeline-beginning with the latest events and moving back in reverse chronology. Decide on the margins on a report. A resume should be: Have Clearly indicate . might be useful if properly supported with reasons by the critics. Resumes are of two types: i.These resume stresses upon the skills and competencies possessed and used by the candidate. etc to show the numerical data records over years. 11. etc. Resume is an influential and credible summary of an individual’s employment qualifications. It stresses upon the degrees. if negative. key competencies. 12. Use bulleted paragraphs. put them in appropriate headings. Include atleast one lecturer. Interviews generally need a preparation.Meaning. Use a very good quality paper. Job Interview . 2. Include references if possible in a resume. 16. To stress upon the key points in a resume. Choose a format that highlights key skills. 5. List all relevant qualifications. Typefaces such as Times New Roman or Arial should be used. 3. No spelling errors should be there. use three to five. Include details of training or skills development events attended. 6. The first page should contain enough personal details for a recruitment consultant or potential employer to contact you easily. Interviews have a definite structure. 10. 14. Job interviews seem frightening. 13. If giving references. 11. 17. Items in resume must be concise and parallel. even if the individual is well prepared.Do’s and Dont’s in your Resume 1. Do not include negative or irrelevant information. Clear communication should take place . and are most relevant for the position for which the candidate is applying. Tips for Interviewee & Interviewer An interview means a face to face interaction between the interviewer and the candidate/candidates so as to obtain desired information from him/them. and provide details. 19. CV should be true and factual. CV should be carefully typed. This will save space and make the CV more effective. it must be accompanied with a cover letter to make the readers aware of what is being send. It can also be defined as a way of exchanging meanings between individuals by using a common set of symbols. key achievements or key attributes. 4. Include personal details. Emphasize achievements that are recent. While submitting a resume. 9. It should not exceed two pages generally. and at least one employer. 7. Your employment background should begin with your current job and work backwards. and how can it be beneficial to the readers. Shouldn’t be too long. 15. list them vertically. 8. 18. Do not use a type size less than 11pt. Do not boast about yourself. The interviewer must be thoroughly prepared for the questions that are likely to be asked. Always carry an extra CV. Prepare and rehearse for the unexpected also. maintain an eye-to-eye contact with the interviewer. 3. Do not indulge in a fight or argument with the interviewer.. Answer the questions specifically. The interviewee should be dressed formally. pen down the name of the interviewer. smile when appropriate. This will make the interviewee more relaxed and comfortable. Practice. Tips for the Interviewee 1. and all essential things required in an interview. Try reaching before time for the job interview. He should not interrupt unnecessarily. Research a lot about the organization for which you are being interviewed. The interviewer should be friendly and understanding. 8. The interviewer should restrain to the time allotted. Your body language should be positive during the interview. etc. 4. 11. 6. 7. 10. . do not lean on the table. 4. 2. All interviews have a definite purpose familiar to the interviewer and the candidate/interviewee. 2. etc. 3. your strengths and weaknesses. He should be a good planner. he must respect the latter’s feelings.during an interview. 5. hobbies. Just “be yourself”. sit in well balanced and confident posture. Even if the interviewer does not agree with the interviewee. Have a pleasing appearance as the candidate’s personality is a significant part of the communication. Do not make negative statements or comments about your past employer. i. Tips for the Interviewer 1. 5. The interviewer is smart enough to judge the candidate’s intelligence and aptness for the job. Be courteous and sophisticated during an interview. answers to questions raised by you during the interview and the feedback of the interviewer. The interviewer should be considerate enough. a notepad to write on. Be punctual. do not yawn. He shouldn’t indulge in arguments unnecessarily. He should try to be precise. some friendly conversation and then show concern in family background. 9.e. The interviewer should be an active listener. He should begin the interview in a friendly manner. and not casually. As soon as the interview gets over. 12. a pen. truly and undoubtedly. practice and practice in advance. Converting your thoughts into words is an art and one has to master it to win over the trust and confidence of the assessor. When selected a candidate should not feel he was not told about a certain aspect of the job. Let us understand this real life situation Teddy appeared for an interview with a reputed media house. Never use slangs. but if he can’t effectively communicate his ideas to others. might be well aware of what is happening around him. Speak clearly and your voice must never be shaky.Ensure that there is no or minimal distraction where the interview is being conducted. There is no one who will beat you there. so why to get afraid of a group discussion ? Keep a positive attitude. The interviewer must focus attention on the interviewee. 7. He could not get through the GD Round. 8. Avoid distraction in the interview area. Someone has to begin . Effective communication is the backbone of a successful group discussion. He had been eyeing for this company for quite a long time. Ensure that the interviewee clarifies the question he has. Remember you are not the only one speaking in the group discussion. These gestures actually help in breaking the ice and create a bond among the participants. He was exceptionally good in academics. there are other participants as well who are vying for the limelight. Unfortunately something else was in store for him. An individual might have complete knowledge about the topic assigned to his group. An individual must not stammer in between or chew half of his words. and you just can’t afford to miss the opportunity to create that first impression. One has to very sensibly and carefully choose the right words to share his thoughts with the other participants and make his points clear. Role of Communication in Group Discussion An effective communication is a vital key to a successful group discussion. Use warm greetings and never forget the handshake on meeting. A phone ringing all the time in the background can distract the interviewer and interviewee.6. had a healthy professional background and even expressed his ideas in his best possible way in the group discussion. instead go for some corporate jargons or professional terminologies for the desired edge. and as they say first impression is the last impression. You might get only a single chance. He fared extremely well in the face to face rounds and was looking forward to getting selected in the organization. Why did he then fail ? The problem was in his communication level. He should use positive gestures when conducting the interview. Encourage/invite questions from the interviewee. The way an individual communicates his ideas has to be very impressive for him to live up to the expectations of the deciding authorities. No one will ever deduct your marks if you greet your fellow participants well. he will fail to create his mark. He did try his level best but failed to impress the interviewer and thus lost out on his dream job. Also avoid cracking jokes in between as it is considered highly unprofessional. The pitch and tone must also be taken good care of. Don’t just speak for the sake of speaking. soft but convincing. Give weightage to everyone’s opinion and thought process. Try your level best to sound impressive and prefer using articulate English. and please wait for your turn. Never panic in a group discussion. Don’t keep the same pitch always. You are speaking not for yourself. Always remember there are other individuals also who are participating in the group discussion. keep your ears open and be attentive all through the discussion. Introduce yourself and your team members well. They may not be from the same background as you are. never depend on assumptions or guess works. Always respect their opinion. stay calm and composed and then there is no one stopping you and you will definitely emerge as a winner. If you want to raise a question to your fellow participants. Don’t start fighting with your team mates. sophisticated and above all professional in his approach. Do take care of your punctuation marks and the flow of words. not for fighting. so why not you? Take the initiative and start the discussion. An individual has to be very patient. as the interviewer has a constant eye on you. If someone has spoken well do not hesitate to give him a pat on his back. calm. Always ensure that you are audible to one and all. Such non verbal communications sometimes go a long way in boosting the morale and self confidence of the participants. Be very confident to win over the trust of the interviewer as well as the other participants. You will get your time to speak. Avoid shouting or being too loud in group discussions. Stay alert.the discussion. Every participant must be able to hear you clearly and understand what you intend to convey. . learn to play with your tone as per the importance of the word or the sentence. Always be a good listener. You are here to voice your opinion. Never repeat sentences as it will lead to monotony and others will tend to ignore you. If a participant is speaking. An individual must also learn the art of voice modulation. It is no harm to take pauses or breaths in between sentences. If any participant is unwilling to speak. but for others to listen and respond. but you have no right to make fun of their views. do not force him unnecessarily. have a control on your words. Never sound unintelligent or foolish. never criticize or oppose him in between. Keep your voice polite. might have an altogether different thought process. dignified.Never believe in personal favours. Be sure about what you speak. it must also reflect in your voice. The Interview—Different Types There are many different types of interviews. Most employers will bring back a candidate a number of times to be sure a potential employee will fit into the company culture . Once you are selected for an interview. Note that it is rare to have only one interview prior to a job offer. try to get as much information as possible about whom you will be meeting. you may experience one or more of the situations described below. When you schedule an interview. Exit interviews are taken to create a good image of the company in the minds of the employees who are leaving the company. Structured interview is also called Standardised. motivations. he is interviewed either by his immediate superior or by the HRD manager. who summarises the discussion. to create employee loyalty and to reduce labour turnover. A group interview is similar to a group discussion. based on their expectations. every single detail of the interview is decided in advance. etc. Therefore. The question to be asked. all the candidates or small groups of candidates are interviewed together.1. However. Sometimes. etc. The questions to be asked. Structured Interview Here. who speaks effectively. Group Interview Here. is all decided in advance. Unstructured Interview This interview is not planned in detail. 3. potentials. Directed or Guided interview. The time of the interviewer is saved. Structured interviews are pre planned. Candidates are more relaxed in such interviews. the information to be collected from each candidate. interests. there will be consistency and minimum bias in structured interviews. . background. Exit Interview When an employee leaves the company. Here the interviewer can make a better judgement of the candidate's personality. strengths and weaknesses. They are accurate and precise. etc. A topic is given to the group. All the interviews will be uniform (same). Patterned. and they are asked to discuss it. if the interviewer is not efficient then the discussions will lose direction and the interview will be a waste of time and effort. 2. He tries to find out which candidate influences others. This interview is called an exit interview. more flexible. who clarifies issues. Hence it is also called as Non-Directed interview. the employee may be asked to withdraw his resignation by providing some incentives. The interviewer carefully watches the candidates. These interviews are non-planned and therefore. 4. He tries to judge the behaviour of each candidate in a group situation. They are encouraged to express themselves about different subjects. the time given to each candidate. are not decided in advance. Exit interview is taken to find out why the employee is leaving the company. the order in which the questions will be asked. to create a favourable work environment. They help the company to make proper HRD policies. etc. the information to be collected from the candidates. Here. The candidate who keeps his cool in a stressful situation is selected for the stressful job. Do no take it personally. Specific rigid procedure is not followed. for a particular purpose. He also has to give detailed information about his subject. The purpose of this interview is to match the candidate with the job. This may be an attempt to unnerve you. Here. interrupting him repeatedly. Individual Interview This is a 'One-To-One' Interview. 8. whether the candidate gets angry or gets confused or gets frightened or gets nervous or remains cool in a stressful situation. 9. • The interviewer may be sarcastic or argumentative. you should be aware of the signals. It is a two way communication. etc. . Sit silently until the interviewer resumes the questions. Formal interview is also called planned interview. 6. This form of interview was more common in sales positions and is rare today. It is a friendly interview. The interviewer asks pre-planned questions. special interest. Depth interview tries to find out if the candidate is an expert in his subject or not. 7. Informal Interview Informal interview is an oral interview which can be arranged at any place. • The interviewer may also lapse into silence at some point during the questioning. This is done purposely by asking the candidate rapid questions. Different questions are asked to collect the required information from the candidate. ask if he/she needs clarification of your last comment. The stress interview is usually a deliberate attempt to see how you handle yourself under pressure. Depth Interview This is a semi-structured interview. Ask for clarification if you need it and never rush into an answer. However. etc. or may keep you waiting. the interviewer must have a good understanding of human behaviour. Stress Interview The purpose of this interview is to find out how the candidate behaves in a stressful situation. Calmly answer each question. If a minute goes by. That is. the interviewer tries to create a stressful situation during the interview. the interviewer and the candidate. Formal Interview Formal interview is held in a more formal atmosphere. criticising his answers.5. It is a verbal and visual interaction between two people. The candidate has to give detailed information about his background. The most traditional is a one-on-one conversation. collectively known as competencies.” or “Tell me about a time when…” Case Interview • In some interviews you may be asked to demonstrate your problem-solving skills. but that you have done it. They give marks to each candidate. He or she. The interviewer will outline a situation or provide you with a case study and ask you to formulate a plan that deals with the problem. collective judgement is used for selecting suitable candidates. determines what competencies are required for the position. The final decision will be taken by all members collectively by rating the candidates. by giving specific examples from your past experiences. • Your focus should be on the person asking questions. possess the necessary competencies to perform the job. . • Your goal is to establish rapport with the interviewer and show them that your qualifications will benefit their organization. Panel Interview Panel means a selection committee or interview committee that is appointed for interviewing the candidates. The interviewer wants to know.10. Then the interviewer develops a series of questions that will allow him or her to find out if you. They ask questions to the candidates about different aspects. The panel may include three or five members. • This type of question generally starts with the words “Give me an example when. listen and respond once a question has been asked. and abilities. skills.. Traditional Face-to-Face Interview • Most interviews are face-to-face. The basic premise of the behavioural interview is that past performance is a good predictor of future performance.. not that you can do something. the job candidate. Behavioural Interview In a behavioural interview you will have to demonstrate your knowledge. Panel interview is always better than an interview by one interviewer because in a panel interview. Maintain eye contact. prior to the interview. • Use the interview to develop common ground with your interviewer. but remember that it is a business meal and you are being watched carefully. The setting may be more casual. be prepared to ask the employer numerous questions for clarity and informational purposes. Listen to the questions carefully before you answer. the more you will likely impress your interviewer. • The goal of the group interview is to see how you interact with others and how you use your knowledge and reasoning to influence others. . • Have a copy of your resume nearby as a reference. . • The more you are able to analyze and dissect the case study. • Avoid messy foods and do not drink alcohol at any point in this part of the interview process. Arrange for a quiet space and time to schedule the conversation. The interviewers are looking for how you apply your knowledge and skills to a real-life situation.• You do not have to come up with the ultimate solution. • The front-runner candidates are gathered together in an informal. • This is the only interview for which it is acceptable. Group Interview • A group interview is usually designed to uncover the leadership potential of prospective managers and employees who will be dealing with customers. • Focus on the conversation. to bring a pad of paper and pencil. Clear a work surface to minimize distractions. • Try to use a landline phone or a cell phone that is not prone to dropping calls. • It is important to treat this interview as you would a face-to-face connection. even encouraged. Telephone Interview • Many organizations will conduct interviews by telephone to narrow a field of candidates. A subject is introduced and the interviewer will start off the discussion. Follow his/her lead in both selection of food and etiquette. • Avoid using a phone with call waiting. discussion type interview. Most interviewers will allow you to take notes and jot down thoughts as you work through the case. Most employers will provide responses that could result in additional inquiries. Lunch/Dinner Interview • The same rules apply at a meal as those in an office. • Before answering a case interview question. Speak and reason aloud so interviewers have a full understanding of your thought process. You do not want to be interrupted during an interview. Telephone interviews may also be used as a preliminary interview for candidates who live far away from the job site. practice makes perfect! Dress Professionally . The first step you should take in your job search is to conduct research on companies of interest before applying to a job or showing up for an interview. Conducted once in a year to increase the efficiency of the organization Master the Art of Interviewing Although your resume is the key to landing an interview. so it’s important to dress professionally. since this is the most crucial component to your job search. It is essential to do your research before interviewing to learn successful techniques to increase your chances of receiving a job offer. After 3 written warnings and possibly suspension the employee could be terminated. This type of interview is more of discussion form rather than question answer form. If the warning remains unheeded and the same problem reoccurs a written warning is issued . Practice.When you are on an interview. Practice .It’s important to be confident and prepared. demonstrate the value you will bring to the organization and confidently convince employers that you are the right candidate.Discipline Interview They are formal sessions during which an employee is officially warned about a specific workperformance or policy infraction. Understand that interviewing is a skill and as with any skill. especially in the interview. Appropriate attire and good . you can customize your pitch. It is important to take every avenue of opportunity to sell yourself to potential employers. it is essentially the interview that will get you the job. Many job seekers assume that they can rely on their resume and experience to impress potential employers and often make the mistake of not fully preparing for an interview. Practice. Listed below are some tips on how to effectively handle the interview process:   Do Your Research . It is a periodical assessment of employees. Appraisal Interview The interview is conducted to evaluate the achievements of subordinates.Prepare for an interview by running through commonly asked interview questions. you are marketing yourself as the best candidate for the job. By understanding and showing interest in the company. An interview is the time to let your personality shine and to demonstrate to employers that you would be a valuable asset to their organization. Follow Up . that you are not the only one being interviewed – you are also trying to determine if the company and position are right for you.personal hygiene demonstrates that you are not only willing to take that extra step to look your best but also do your best. A thank you note is an easy and sure-fire way to show your appreciation.Reinforce to the employer that you bring value to their organization by developing a well-written thank you note. Could there be a more difficult situation than walking into a room with one or more strangers.Behavioural interviewing is an ever-growing interview technique. give a firm handshake and make eye contact throughout the interview. sitting in what feels like a criminal interrogation spotlight. it is equally important to impress potential employers with your interviewing style and technique. be yourself! Go Beyond the Canned Response . Arrive early. It is important to be confident. Not having any questions for the interviewer can show that you are uninterested and unprepared. skills. unless instructed otherwise by the employer. Make a Positive First Impression . Prove You Are the Right Candidate for the Job Regardless of the position you are interviewing for. Top 10 Interview Tips From An Etiquette Professional Interview--one of the most dreaded words in the English language for job seekers young and old.Express interest and willingness to learn about the company by asking questions and listening to details about the organization. This portion of the interview is your chance to shine.First impressions are critical. Before your next interview. knowing your every word and gesture are being evaluated. confident and professional? As you head out the door for that next important interview. Remember. don't forget to pack one of the most . It is also appropriate to make a follow up call. but most importantly. Ask Questions . and abilities by giving specific examples from past work experiences. demonstrate your knowledge. be sure to brush up on your interviewing skills and remember to be calm and confident to prove you are the best candidate for the position. while attempting to appear to be composed. Use this as an opportunity to emphasize the value you would bring to the company by citing a situation where you effectively used your skill set to overcome a difficult situation. Rather than merely telling the interviewer what you would do in a situation. reiterate you are the best candidate and demonstrate your initiative and followthrough. Do your hands begin to tremble or do you break out in a cold sweat when you hear the word? You're not alone. if there are several people on the interview team) 2. politely introduce yourself to the receptionist. Stand and shake hands with the person who comes to escort you into the interview. respect. training and technical abilities Human qualities that make the difference in business relationships: courtesy. If possible. Even if you are applying for a job behind a steam table in a fast-food restaurant or in the relaxed environment of an IT company. Manners and respect are the underlying foundation of good relationships. 1. magazines. try not to have a barrier between you and the person you are meeting. Since there's no rewind button to undo a false start. and sit at attention in the waiting area--no cell phone.NO DO-OVERS IN FIRST IMPRESSIONS You have 5 seconds to make a first impression in most situations. and good relationships translate to business success. Your etiquette and people skills can make the difference between an adequate performance and one that will launch you to level 2 of the hiring process Your attitude and behaviour toward others are as important as your resume. this is a strategy that works. Enter the interview room with enthusiasm and energy. don't blow this opportunity to cement the image you want to leave in the minds of each and every member of an interview team. BlackBerry. When you arrive at the office where the interview will take place (and never more than 10 minutes early). walk around the side of the table or desk to shake hands. In a job interview you're given a bit more time to shine--approximately 30 seconds. Smile. experience.powerful business tools available: ETIQUETTE. both of which can help to mask your nervousness.AVOID WARDROBE MALFUNCTIONS Always dress up and dress conservatively for a job interview. Remember how your parents told you to dress up to go to church or to visit Grandma? Their reasoning was that we show respect for an organization or an individual by dressing up. trust and reliability. Your polish indicates that you think the interview and potential employer matter and that you respect them and the situation. make eye contact. Turn off your cell phone or Blackberry before you enter the building. . How do your manners measure up? Here's how to outclass your competition by avoiding some of the mistakes that have derailed job hunters from reaching their goal. Be enthusiastic. Introduce yourself using your first and last name as you shake hands (at least to the first person. and try to maintain an open posture (line your shoulders up with the shoulders of the person you are meeting) as you shake hands with each individual in the room. Smile. You are on stage from the moment you walk into the building where the interview will take place. . just as they do from your smile and your words. BODY LANGUAGE SPEAKS VOLUMES Employers interpret your attitude and interest in the job vacancy and in their company through your body language. less when meeting Latin Americans or people from the Middle East. 5. or wring your hands. but a pleasant nature. but is filling an opening in a business family.3. but it shows. When meeting people from other countries. and go all the way into your partner's hand until the space between thumbs and index fingers touch. This means aligning your shoulders with the shoulders of the person to whom you are speaking. and try not to use too many hand gestures. always try to say their name as you shake hands and use an honorific (Mr. Gen. a lack of respect or interest. Wrap your thumb and fingers all the way around your partner's hand and squeeze assertively--not painfully--and shake 3-4 times. Begin with your hand parallel to the floor with your thumb pointing to the ceiling. whenever possible. You may think that a relaxed pose will show your confidence. your polish. and say your first and last name. and don't feel obligated to return a double handshake (left hand placed over the two hands shaking) or a pat on the upper right arm. Make no comment about a handshake that does not come off perfectly. Mrs. you need to research cultural differences in order not to offend others or . Maintain an open posture when shaking hands. A smile shows not only confidence. Rest an arm on the arm of your chair or on the table. cross your legs. It invites others to get to know you. Learn to give a good handshake.) and their last name.. Dr. Do not fidget in your chair.) Never have your left hand in a trouser pocket when shaking hands. make eye contact. Hold a pencil or a pen if that helps to control your nervousness. smile. Ms. and in a North American business environment the space between partners is approx 2 feet (more when meeting Asians. Do the best you can in a situation where a number of people are interviewing you. These rules apply to both men and women in a North American business environment. your attitude. Sit up straight and plant your feet firmly on the floor during an interview. Always stand for a handshake in business. instead. Remember that not only is an employer filling an opening in a workforce. 4. Make eye contact and maintain an open posture. When meeting someone for the first time.. MASTERING THE ART OF MEET AND GREET How you greet people reveals a great deal about you--your confidence. DON'T UNDERESTIMATE THE POWER OF A SMILE. Don't sit with both hands in your lap beneath the table--you will look like a nervous child. All of these things should be placed under your chair or on a chair beside you. It's a pleasure to meet you. or politely ask where the interviewer would like you to sit. for some unfathomable reason. stand behind a chair until you are invited to sit down. Look at the interviewers and say sincerely. FOR WHOM THE BELL TONES If. Mrs. decline politely..) and last name when meeting someone for the first time in business. and write them down in the notebook or portfolio that you will carry to the interview. WHAT'S IN A NAME? People love to hear the sound of their name. Do not look at the display window and do not answer it to explain that you cannot talk at that moment. briefcases. kiss or air kiss may accompany that first handshake--you don-t want to be taken off guard.. In some cultures for example. 9. Instead. Gen. you can use an individual's name when you shake hands: "Good morning. You may place a portfolio or notepad and pen in front of you." And always.. Then. handbags.embarrass yourself. When introducing yourself. Remember to sit up straight with both feet planted on the floor. TABLE TALK After you shake hands with all of your interviewers. "I'm so sorry. 8. Ms. Mr. It is not necessary to sprinkle their names throughout the interview: "That's an interesting question. ask for the names and titles of the individuals who will be interviewing you." 10. When you take your seat at an interview table. when you are contacted by the interview scheduler. Mr. a hug. Peterson. 6. EXIT STRATEGY . Davis" will seem artificial and cloying if said more than once. you may not hear and remember all of the names of the people you are meeting for the first time. Memorize this list. use your first and last name. either in person or on the telephone. If a beverage is offered. do not place personal items on the table--no cell phones. I was so caught up in preparing for my interview that I forgot to turn it off. some serious damage control will be required. your cell phone or Blackberry rings during an interview. always use an honorific (Mr. Reach down (because your cell phone is in your bag under your chair) and hit the "off" button immediately. Dr. when you enter the interview room. so use names when you meet interviewers and when you say goodbye. Because you may be nervous when entering an interview room.. Blackberrys. You will have collected names and titles when the HR or company representative called to set up the interview. Letters are an index of personality. just good manners. If possible. or you may ask the receptionist for this information as you leave. When we write to people whom we have never met. POST GAME PLAY Write and mail a thank you note to each person on the interview panel within 24-48 hours of the interview. Everyone will have to write letters at one time or other. It can be an application for jobs. You may send interviewers a quick email thank-you message if you believe that your note will take a long time to reach them. Make eye contact. they will judge us in the only way they can-by our letter. All of these things can help you to succeed in your interview DIFFERENT TYPES OF LETTER The letter is an important means of communication. A good letter must be clear.letters of . often without knowing they are doing so. Skill in wring good letters is a must for you to succeed in your career and life. Keep a smile on your face and your cell phone turned off until you leave the building. It has been said that letters are ambassadors. Don't underestimate the power of people skills in an interview. shake hands with everyone in the room and try to use the name of each individual as you shake hands. Writing letters is an act of creation. and they become more relaxed in how they pose questions and rate your answers. This is not a strategy. and thank the group for spending time with you. but a hand-written note shows your good manners. they begin to "pull" for you to do well. Some interviewers will explain questions more fully. You may ask about the time frame for filling the job and notifying candidates. You may contact the HR department or the interviewer for a status update on the hiring process once the prescribed period of time has passed. This include a wide variety. . help you along when you are searching for a word or an example to answer a question. concise and courteous. When interviewers like you. stop in the outer office to thank the individual who greeted you when you arrived or who escorted you into the interview room. reiterate your interest in the position (if sincere).When the interview is over. We write letters for business and personal reasons . 11. Business letters are more formal than personal letters. and customers frequently send them to businesses. sales letters are positive. declining a wedding invitation. indicate clearly why you must have this information. Prepare a rough copy . the more you will need to write letters. They offer personal. or procedure. Three basic rules for an effective inquiry letter are to state exactly what information you want. and specify exactly when you must have it. Businesses frequently exchange inquiry letters. Inquiry and special request letters are neutral. neutral. Business letters can be further classified as positive. Unlike e-mail. verifiable authorization.complaint. Don’t use stuffy expressions or include unnecessary details. check for the sentence structure. It can be an invitation to a wedding. Inquiry Letters An inquiry letter asks for information about a product. sales letters and others. replying to letter of condolences. The higher you advance in your career. There are four basic types of business letters: inquiry letters. sales letters. . Letters are the expected medium through which important documents such as contracts and proposals are sent to readers. At the end. and customer relations letters. accepting and declining . Types of Business Letters Letter writing is a prized skill in the world of work. congratulating someone on a new job or exam result Personal letters. and customer relations letters can be positive or negative.sending condolences. People generally use a more casual tone and style in personal letters than in business letters and therefore fewer rules govern the form of personal letters than that of business letter You can achieve remarkable skills in writing letters through constant practice. Invitation to a dinner. special request letters. grammar accuracy and appropriate wording. letters often must be routed through channels before they are sent out. Use simple sentences as far as possible rather than long ones. After that think how you can put those into words. Personal letters include correspondence between family members and their friends. or negative. Letters are more formal and official than other types of business communication. If you are writing a business letter it is better to make a brief note of the points you want to cover. service. also known as friendly letters or social notes may not take a format of the business letter and is more flexible in nature. and by what time. Don't gush about your company or make elaborate explanations about a product. highlight your product's allure by appealing to the reader's intellect. or trivial boasts. Begin with a brief expression of gratitude. use the direct approach-tell readers the good news up front. (4) Use words that appeal to readers' senses. not a routine inquiry. writing sales letters is a valuable skill. pocketbook. Next. or participate in an activity. First. In the final section. To write an effective sales letter. flat descriptions. Then extend this discussion into a new or continuing sales area. end with a specific request for action. or announcing a change. Don't lose the momentum you have gained with your introduction by boring the reader with petty details. offering a free gift. (5) Be ethical. application. since your reader is not obliged to give you anything. try a service. discuss the benefits already known to the customer. The way you present your request is crucial. Sales Letters A sales letter is written to persuade the reader to buy a product. complimenting the reader. Finally. Then. Mention the cost of your product or service. Next. get the reader's attention by asking a question. appeal. if that is appropriate. why you are writing. The "four A's" of sales letters are attention. A follow-up letter is sent to thank a customer for buying a product or service and to encourage the customer to buy more in the future. In the first part of your sales letter. (2) Use reader psychology. and exactly when you need the information (allow sufficient time). Appeal to readers' emotions. emotions. If you are writing a refusal letter. follow these guidelines: (1) Identify and limit your audience. Focus on the prospective customer. They deliver good news or bad news. by relating it to the benefits to the customer. and so on by focusing on the right issues. Customer Relations Letters These deal with establishing and maintaining good working relationships. elaborate inventories. offer to forward a copy of the finished document as a courtesy. and end with a specific request for future business. if necessary. In the third part of your sales letter. precisely what information you need. introducing a comparison. comfort. When asking for information in a special request letter. As such it is a combination thank-you note and sales letter. support a cause. Follow-up Letters. In the second part. or both. Finally. and action. highlight your product's appeal. be indirect. using a "how to" statement.Special Request Letters Special request letters make a special demand. acceptances or refusals. (3) Don't boast or be a bore. If you are writing an acceptance letter. . do not open the letter with your bad news. get the reader's attention. supply evidence of the value of what you are selling. tell readers exactly what you want them to do. state who you are. thank the recipient for helping you. show the reader the product's application. If you are asking for information to include in a report or other document. State that you will keep the information confidential. "Respond and be rewarded" is the basic message of the last section of a sales letter. not on your company. and stress the company's dedication to its customers. No matter what profession you are in. you want an apology. Adopt the "you" attitude. avoid blaming or scolding the customer. it's highly unlikely that someone will sit down and read all seven pages. State precisely what you are going to do to correct the problem.) Leave the door open for better and continued business in the future. state exactly what is wrong with the product or service. The right tone will increase your chances of getting what you want. name of person on duty. For an adjustment letter that tells the customer "Yes.Complaint Letters. Give your decision without hedging or apologizing. The complaint letter should be addressed to the customer service/consumer affairs department or the head office if there is no customer service department. End on a positive note. Finally. Be sure to include the following information if it's applicable to the situation: the date/time of the issue. Stress that you understand the complaint. size. Next. name of product. you want a new model. location. quantity . Provide a factual explanation to show customers they're being treated fairly. warranty information and reference number. Adjustment Letters. and so on). ask for prompt handling of your claim. These require delicacy. and color. Offer an explanation for the inconvenience the customer suffered. price. positive note. your account number. Admit immediately that the complaint was justified. Encourage the reader to reapply later when his or her circumstances have changed. and so on. Thank the customer for writing. Indicate precisely what you want done (you want your money back. Begin on a positive note. Refusal of Credit Letters. (Indecision will infuriate customers who believe they have presented a convincing case. model number. if you write a seven page complaint letter. what the problem was. current unfavorable or unstable financial conditions." start with your good news. Express gratitude for the applicant for wanting to do business with you. The address and contact information of the customer service department should be available on the company's products or website. For adjustment letters that deny a claim. Complaint Letter Writing In the first paragraph you should identify what the issue is and any relevant information that you believe is important. Writing a Complaint letter Letter The complaint letter should be written in the business letter format. Be sure to stick with the facts and . Adjustment letters respond to complaint letters. Include the model and serial numbers. When writing a complaint letter you want to keep it short and to the point to help ensure that your letter will be read in its entirety. Cite appropriate reasons for refusing to grant the customer credit: lack of business experience or prior credit. Briefly describe the inconvenience you have experienced. End on a friendly. Begin with a detailed description of the product or service you are complaining about. Unless you are a close friend or relative. Don’t intrude on them. you could request that you could exchange the product for a new one or request a refund. Never say you know how they feel. The passing of a loved one leaves a big hole in our lives. e typist's initials in lower case in the following format. what you say depends on how close you were to the deceased and/or the recipient of the letter. grief is a very intimate series of feelings that are unique to each individual. Be sure to keep a copy of the letter for yourself and include photocopies of any relevant documents and enclose them with your letter. You can also throw in some compliments about something you liked about their company's product or service. Writing a Condolence Letter Writing a letter of condolence is one of the most difficult tasks we undertake because it’s always hard to know just what to say. Keep condolence letters short. In the next paragraph. 4. The third (and final) paragraph is the place to offer assistance (if you are sincere in your desire to help) and to try to say something that genuinely helps the bereaved work through their grief. The family may have a mountain of cards and letters to read and answer. Don’t add to their burden. AG/gs or AG:gs. start the letter by introducing yourself. Condolence Letter Writing A condolence letter should be written in a friendly format. offer your sympathy. if you have endured a similar situation. A well-written condolence letter helps fill the hole with friendship and love. If a product malfunctioned. Of course. You should include your telephone number/e-mail address after your printed name so that they can contact you ASAP if necessary. The next paragraph should state what you would like done to resolve the situation. . If you received poor service. you could request an apology or a coupon.avoid putting emotions into your letter. 2. Do share a fond memory of the departed in the body (second paragraph) of your letter.. Condolence Letter Tips/Notes 1. The last paragraph should thank the reader for the time. What is collection letter? Features of collection letter Meaning of collection letter: Letters written for realizing payments from the debtors are known as collection letters. sometimes the buyers make unexpected delay in paying their dues. Features of collection or dunning letter Collection or dunning letters possess some distinct features that differentiate them from other business letters. Some of the features of collection letter are as follows: . Selling on credit is a traditional business policy that enhances volume of sales. Collection letters are written in a series. Under the credit sales policy. However. The need for writing collection letters arises from credit sales. some custom stances. the sellers write letters reminding and requesting the customers to pay the due bills. the sellers allow the customers a definite period for payment of dues. Instead of sending one letter or repeated copies of the same letter. credit departments send a series of letters. Even. When collection letters are written in a series beginning with a simple reminder and end with a warning letter indication legal action the dues promptly by retaining the customers with the company. As we shall see. and "Probably you have forgotten. another is sent—and another. every subsequent letter mentions the reference of immediate earlier letter."' are added to a past-due bill for extra strength.  Governing principle: The governing principle of the letter is to collect the dues by retaining the customers with the company. Sometimes a few reminder words. you must try to collect. Each step is a contact (usually by mail) with the delinquent customer. the lat letter of the series though registered with acknowledgement to avoid unnecessary delay. These reminders may take various forms printed enclosures. The series includes remainder letter. The first step is the bill that is sent on the due date. stickers.  Language: The letter is written by using friendly. Each step represents a collection effort. how many letters are written depends on company policy. such as "Please. Mainly these are the reminders. persuasive but straightforward language When your customers fail to pay their bills on time. The letters get progressively stronger. a second or even a third bill may be sent. This truly is a persuasion stage: The company's goal is to sell the debtors on' the idea of paying. The assumption at this stage is that the debtors will pay. inquiry letter. If the reminders fail to bring in the money. In a sense. their collection efforts consist of a series of steps." "May we remind you?". the buildup of collection efforts resembles a stairway (see Figure 11-1).  Referring the previous letter: When dunning letters are written in a series. The first steps are called early-stage collection efforts. When the succession of letters fails to bring in the money. could follow. A Series of Efforts In studying collection letters. Here the company's purpose is to convince the debtors that they should pay. you must first understand how businesses usually collect past-due bills. or stamped messages. Additional action. Typically. comes the middle stage. you are likely to use letters in your efforts. a letter is sent urging payment. through credit bureaus or the courts. or missing of the letter or denial from the part of the customer. . a final letter ends the mail effort. If this bill is not paid. The company need only remind them. Seller writes this letter to the buyer for payment of dues. You could use other ways—for example. Typically.  Threat for legal action: The last letter of collection letter series warns the customer that the matter has been handed over to the lawyers for taking necessary legal action. If this one fails. This stage makes up the bulk of most collection series. Following the early stage.  Series of letter: Collection letters are written in a series. If you follow conventional business practice. appeal and urgency letter and warning letter.  Sent through registered post: The seller sends collection letter especially. the efforts get stronger.  Objective: The prime objective of writing collection letter is to realize the dues from the customers. Parties involved: Buyer who buys on credit and seller are involved in collection letter. most common. telephone calls or personal visits' But letters are the. Most people will make a payment after a couple of reminders. you will learn about the various kinds of collection letters. If debtors demonstrate that for some reason they cannot pay. That is. Including a pre-addressed envelope for payment (with or without postage) is also helpful. This schedule changes the stairway. Assume that the customer has forgotten to pay and courteously invite him/her to pay promptly. . this fact becomes a possibility for modifying the stairway. A final reminder letter should explain that there will be consequences for continued nonpayment. Throughout the will-pay. this stage consists of just one letter. it justifies being a stage in itself. Stamp on it Reminder or Past Due and highlight the amount past due. that the debtors can pay. the due date. and the account number. they have the financial ability to pay. In this stage. should-pay. loss of job) occurs. from an ethical point of view. and must-pay stages. we assume. You will also learn what actions you can take before turning an overdue account over to a collection agency. Below are examples of several types of collection letters that may help you to collect your money. If no payment on the amount owed is received. you can send a final reminder collection letter to ask why the customer is not paying. the company's objective is to convince the debtors that they must pay. or other personal difficulties. Do not suggest in any collection letter that the customer might be dissatisfied with the product or service he/she purchased from you. then you will need to take a more aggressive approach in follow-up collection letters. divorce. the letters must stop. If an unforeseen circumstance (death of a spouse. So a final stage must end the collection-letter series.After all persuasive efforts to collect have failed. Suggestions for a typical format: Send a copy of the original bill. Make sure the address where the customer should send payment is plainly indicated. The Reminder Collection Letter The first collection letter should only be a friendly reminder. The point of the collection letter is always to collect the money that is owed. Called last-resort. If there is no response to these reminders. you should assume that the customer is not paying because of financial. Because this letter is so different from the others. most firms work out a payment schedule based on the facts of the one situation. Include a short statement indicating the amount due. medical. late charges (if any). A new type of collection letter is sent each time you escalate your demand for payment. But such unforeseen happenings are only one of several factors that necessitate adapting the number of steps ana timing between collection efforts. How to write the perfect collection letter In this article. If the customer has not even made a partial payment after a couple of gentle Reminder Collection Letters. inform the customer that continued nonpayment could result in various penalties: the loss of his/her good credit standing and its connected privileges the initiation of legal action to reclaim any purchased goods. there are two basic approaches you can take: Positive appeal approach: Try to appeal to the customer's sense of fairness. personal pride. The Ultimatum Collection Letter needs to state the specific action you will take if the customer does not send payment by a certain date. reasonable. This is why many organizations at this point turn their debtors over to a collection agency. try to discover if the customer has extraordinary circumstances that are preventing him/her from making any payment. or his/her desire to maintain a good credit standing and its connected privileges. If you are willing to accept a partial payment now with regular payments after that. you can give him/her a final chance to pay. Your statements should be fair. etc. The Inquiry Collection Letter demonstrates your willingness to help the customer solve his/her current financial difficulty by offering new terms. If you do choose to continue the collection process yourself. . you should assume that he/she will probably not respond to any further demands for payment. you must take a more aggressive approach. In your last letter: First review the history of the account: what the customer purchased. Tip for the first inquiry letter: Make a request for prompt payment. Because the customer has not responded to date. it is better to collect your money through a series of payments than not to collect it at all. and logical. any services will be discontinued he/she may incur additional debt through collection fees and/or interest on the amount owed The Ultimatum Collection Letter If the customer does not answer any of your collection letters. or interest on the amount owed. a collection fee. It is also better to work with your customers than to alienate them as their present difficulties may resolve and they may prove to be more reliable in the future. The Appeal Collection Letter If the customer fails to respond to any of the Reminder Collection Letters or to the Inquiry Collection Letters. Remember. You can help maintain a good relationship with the customer and go a long way toward collecting your debt if you are sensitive to any potential problems. Negative appeal approach: If the positive approach is ignored. but state firmly that the customer will pay a penalty for continued nonpayment such as a late fee. Tip for the second inquiry letter: Use positive wording. your repeated efforts to collect. most people in financial difficulty will be grateful for this option and agree.The Inquiry Collection Letter Before you employ any harsher means. and add your willingness to help the customer by offering new terms for repayment. Give a deadline for payment or for the customer to commit to a repayment agreement--otherwise you will take legal action to reclaim the purchased goods and/or turn the account over to a collection agency. Later letters should establish a firmer tone so that the customer is made aware of the seriousness of the situation. as required. Note: Debt collection is not an enjoyable pastime. the customer should be sent the first collection letter. . this will take the form of a series of letters or telephone calls or both. First Collection Letter When an account becomes approximately 15 days past due. a systematic follow-up procedure should be employed with all past-due accounts. Be careful not to use name-calling or to make accusations. the tone of the letter should be moderate. but if you follow these logical steps in preparing your collection letters. Always be careful with what you put in print! Simply state the facts and why his/her inaction is causing you to take action. be sure to follow through with your stated action. Since the account cannot be considered seriously delinquent at this time. Credit Collection Form Letters Whether or not your business chooses to use cash discounts or delinquency charges. you will succeed in collecting payment on many of your delinquent accounts. If the Ultimatum Collection Letter fails to bring results. which are both illegal. Usually.