Professional Documents
Culture Documents
Communication
and
Etiquettes
Course
Course
Name
Name
Particulars
S.
No.
Reference
No.
1.
Chapter 1
Communication in Workplace
05 29
2.
Chapter 2
30 46
3.
Chapter 3
Organisational Communication
47 65
4.
Chapter 4
66 84
5.
Chapter 5
6.
Chapter 6
Public Speaking
104 110
7.
Chapter 7
Oral Communication
111 119
8.
Chapter 8
Technology-enabled Communication
120 136
9.
Chapter 9
137 170
1 2
Slide
From To
85 103
Course
Course
Introduction
Introduction
Communication comes from the Latin word communis which
Cont.
business
Business
or breaking a deal.
attain
1 4
organisational goals.
S. No.
Communication in
in
Communication
Workplace
Workplace
Reference
No.
1.
1 5
Particulars
Slide
From To
Learning Objectives
06 06
2.
Topic 1
Introduction What is
Communication?
07 07
3.
Topic 2
08 10
4.
Topic 3
11 13
5.
Topic 4
Forms of Communication
14 17
6.
Topic 5
18 23
7.
Topic 6
7 Cs of Good Communication
24 24
8.
Topic 7
Barriers to Communication
25 27
9.
Topic 8
Summary
28 29
Learning Objectives
After studying this chapter, you should be able to:
by Peter Drucker
1 6
1 7
11,
was
an
consultant, educator,
Austrian-born
American
management
oneself is
1 8
can possess.
Cont.
1 9
Cont.
Basis of planning
1 10
need.
1 11
Good
communication
makes
peaceful
Cont.
Listening in Communication
Importance of Listening
Listening as Behaviour
1 12
Cont.
To Listen Effectively
1.
2.
3.
4.
5.
Be flexible
6.
Work at listening
7.
Resist distractions
Is distracted easily
Fights or avoids
distractions; tolerates bad
habits; knows how to
concentrate
Forms of Communication
In broad sense, communication in business is of three forms
1 14
1.
Internaloperational Communication
2.
Externaloperational Communication
3.
Personal Communication
Cont.
Personal Communication
1 15
Cont.
Group Communication
Public Communication
Mass Communication
1 16
Cont.
Types of Communication
55 percent
7 percent
Words
38 percent
1 17
as they
senders.
1 18
Cont.
Transmissio Receiving
n
Decoding
Action
Conceivin
g
of the idea
by the
sender
or source
Transmission
of the
message
Decoding
the
message
Behaviour
or action on
the
message
1 19
Encoding
the
message
Receiving of
the
message by
the receiver
Cont.
1 20
Cont.
1 21
Cont.
1 22
Cont.
Elements/Concepts
Communication
Message
Sender
Encoding
Receiver
Decoding
Feedback
1 23
or
Components
of
the
Process
of
1.
1 24
7
Cs
of
Communication
Completeness
2.
Conciseness
3.
Consideration
4.
Clarity
5.
Concreteness
6.
Courtesy
7.
Correctness
Good
Barriers to Communication
Measures
to
Overcome
Barriers
in
Communication
1 25
Cont.
Concepts of Barrier
1 26
Cont.
Noise as Barrier
1 27
Summary
Good communication is the basis of successful relationships, both
personal
and professional.
most
1 28
Cont.
career.
chapter.
written
as
well
Conciseness,
as
oral
communication.
Consideration,
Clarity,
These
are:
Concreteness,
Completeness,
Courtesy
and
Correctness.
not be
1 29
Communication Skills
Skills Verbal
Verbal and
and Non
Non
Communication
Verbal
Verbal
S. No.
Reference
No.
1.
Particulars
Slide
From To
Learning Objectives
31 31
2.
Topic 1
Introduction
32 32
3.
Topic 2
Verbal Communication
33 33
4.
Topic 3
Oral Communication
34 36
5.
Topic 4
Written Communication
37 38
6.
Topic 5
39 40
7.
Topic 6
Non-verbal Communication
41 45
8.
Topic 7
Summary
46 46
1 30
Learning Objectives
After studying this chapter, you should be able to:
1 31
Introduction
through
businesses and
groups.
and sends strong messages to the people you come into contact with.
1 32
1 33
Oral Communication
In oral communication, spoken words are used. It includes face-to-face
conversations, speech, telephonic conversation, video, radio, television,
voice over internet.
1 34
Immediate Feedback
Time Saving
Economical
Personal Touch
Flexibility
Secrecy
Group Communication
Effectiveness
Cont.
Disadvantages
of
Oral
Communication
1 35
Poor Retention
No Record
Time Consuming
Misunderstanding
Lengthy Messages
Lack of Responsibility
Imprecise
Cont.
How
to
Make
Oral
Communication
Effective?
1 36
Clarity
Brevity
Precision
Right words
Natural Voice
Logical Sequence
Conviction
Written Communication
In
written
communication,
written
signs
or
symbols
are
used
to
Messages can be edited and revised many time before it is actually sent.
Written communication provides record for every message sent and can
be
suitable feedback.
1 37
Cont.
1 38
1 39
Be friendly
Be clear
Practice humility
Be concise
Assertive Communication
Being assertive means that you express yourself effectively and stand
up for
being
aggressive.
Being assertive can also help boost your self-esteem and earn others
respect.
1 40
Non-verbal Communication
messages.
received.
1 41
Cont.
Elements
of
Non-verbal
Communication
Appearance
1 42
Body Language
Sounds
Cont.
Repetition
Contradiction
Accenting
Substitution
1 43
Complementing
Cont.
Facial expressions
Body movements and posture
Gestures
Eye contact
Touch
Space
Voice
1 44
Cont.
personal
Tips
for
Reading
Body
Language
and
Communication
1 45
Non-verbal
Summary
message
of writing.
received.
1
46
Organisational Communication
Communication
Organisational
S. No.
Reference
No.
1.
Particulars
Slide
From To
Learning Objectives
48 48
2.
Topic 1
Introduction
49 49
3.
Topic 2
50 51
4.
Topic 3
52 58
5.
Topic 4
Communications Audit
59 62
6.
Topic 5
PR (Public Relations)
63 64
7.
Topic 6
Summary
65 65
1 47
Learning Objectives
After studying this chapter, you should be able to:
communication
External
1 48
Introduction
which
means of
organisation.
relations
1 49
Meaning
and
Importance
Of
Organisational
Communication
1 50
Cont.
are
the
reasons
for
the
importance
communication:
1 51
Directions of Communication
Leading
Rationalizing
Problem-solving
Conflict Management
Gaining Compliance
of
organisational
1 52
Downward Communication
Upward Communication
Diagonal/Multi-directional Communication
Grapevine Communication
Cont.
Source:
1 53
communication/
http://thebusinesscommunication.com/what-is-horizontal-
Cont.
Source: http://communicationtheory.org/kinds-types-of-communication-employed-by-businessorganisations/
Cont.
1 54
Advertising, marketing
1 55
Cont.
External grapevine
Insider trading
1 56
Cont.
1 57
Cont.
Circle
Certain
other
patterns
have
Kite
Chain
Slash
1 58
also
been
observed,
formulated
and
Communications Audit
Communications audit is a snapshot of an organisations communication
strategies, activities and programs.
1 59
Cont.
Step 2:
methods.
Choose
Step
3:
Collect
communications.
Step 4: Look
customers.
1 60
Step 5: Look
community.
and
your
research
evaluate
outward:
outward:
Query
Query
your
past
your
your
Cont.
Step 7:
coverage.
Analyse
your
media
1 61
throughout
the organisation.
think
audit
communication
1 62
will
deliver
practical
in the organisation.
recommendations
for
improving
PR (Public Relations)
within
1 63
Cont.
1 64
Summary
organisation.
horizontally.
flow
and
1
65
S. No.
Fundamentals of
of Business
Business
Fundamentals
Writing
Writing
Reference
No.
1.
Particulars
Slide
From To
Learning Objectives
67 67
2.
Topic 1
Introduction
68 68
3.
Topic 2
69 74
4.
Topic 3
75 76
5.
Topic 4
77 77
6.
Topic 5
78 82
7.
Topic 6
Summary
83 84
1 66
Learning Objectives
After studying this chapter, you should be able to:
style
1 67
Introduction
outcome.
effectively.
Purposeful
Economical
1 68
we found out);
1 69
Cont.
Adaptation of Words
1 70
Cont.
Be Brief
1 71
Cont.
Selection of Words
1 72
Cont.
Design
1 73
Cont.
Topic sentence
Related sentences
Ways to Develop a Paragraph
Cause-and-Effect
Illustration
Classification
Comparison or Contrast
1 74
Audience Analysis
Positive Writing
Negative Writing
Persuasive Writing
1 75
Court
Recommended
Interpretation
Alternatives
To examine critically, to
facility
officially
Determine
Assure
To come to a decision,
To evaluate, to assess, to an
to decide, to resolve
analyse
secure, to give
confidence, to cause to
feel certain
1 76
1 77
1 78
Cont.
and Indents
s
k
a
re
B
h
p
ra
g
Para
Paragraphs
First-line Indents
Indents
nts
Single-line Inde
and Ellipses
s,
n
e
h
p
y
H
s,
e
h
Das
Dashes (--)
le
b
u
o
D
se
U
t
o
Do N
e longer dash)
h
(t
)
(
s
e
sh
a
D
Use En
our keyboard)
y
n
(o
)
(s
n
e
h
p
Use Hy
alics
Ellipses and It
1 79
Cont.
1 80
Cont.
Underline
keywords
Keep
things
colourful
Summarize
your main
points
1 81
Ask
yourself a
question
Simplify
your
transitions
Cont.
Letters
Memos
Reports
Types of Proposals
1 82
Summary
written
enquires,
contracts, etc.
that
conventions for
and hold
shape your
Positive messages are often the easiest to write because the audience is
required to be fairly receptive of the presented information, thus they
tend to
1
83
following
follow the direct pattern by stating the idea at the very beginning
Cont.
is
avoid
The style of your writing refers to how you express yourself rather than
what
you say. Formatting refers to the way you enter paragraph and line
1 84
Indirectness of
of Persuasion
Persuasion
Indirectness
S. No.
Reference
No.
1.
Particulars
Slide
From To
Learning Objectives
86 86
2.
Topic 1
Introduction
87 87
3.
Topic 2
Meaning of Persuasion
88 96
4.
Topic 3
97 99
5.
Topic 4
Sales Letters/Messages )
100 100
6.
Topic 5
Summary
101 103
1 85
Learning Objectives
After studying this chapter, you should be able to:
1 86
Introduction
The chapter concludes with various measures for making clear requests
in
1 87
Meaning of Persuasion
According to Perloff (2003), persuasion can be defined as
1 88
Cont.
1 89
Cont.
Self-persuasion is important. People are not forced; they are instead free to
select.
1 90
Process Of Persuasion
Step 2: Frame Your Goals in a way that Identifies Common Ground with
those
Evidence
1 91
Cont.
1 92
Cont.
A Attention
I Interest
D Desire
A Action
1 93
Cont.
Institute rapport.
Appeal to the reader directly by explaining why it is in his or her
interests to
keep reading.
Explicate explain how you are both working towards the same goal.
Also, note that the conventions of persuasive business writing are more
flexible than the others.
94
1
Cont.
Persuasive Request
1 95
Cont.
Read
Edit
Be graceful
1 96
Audience Analysis
Appeals
Credibility
1 97
Cont.
1 98
Cont.
Plan Your
Write Your
Complete
Message
Message
Your
Message
1 99
Sales Letters/Messages
1 100
Summary
else or
Cont.
ways:
new
products,
attempt to change
1 102
Cont.
From one point of view, every letter you write will be selling something.
For example, requests sell your responsibility and credibility. Even letters
conveying information may be said to sell a business relationship based on
trust and fair play.
when
message
1 103
S. No.
Reference
No.
1.
Public
Public
Speaking
Speaking
Particulars
Learning Objectives
Slide
From To
105 105
2.
Topic 1
Introduction
106 106
3.
Topic 2
107 107
4.
Topic 3
108 108
5.
Topic 4
Summary
109 110
1 104
Learning Objectives
After studying this chapter, you should be able to:
1 105
Introduction
Public speaking and presentation skills are very much essential for
professional excellence.
In
this
chapter,
techniques/skills of
1 106
guidelines
are
discussed
in
learning
the
1 107
1 108
Summary
communication
Voice quality, style, word choice and adaptation are four basic elements
of
Cont.
etc., and
1 110
S. No.
Reference
No.
1.
Oral
Oral
Communication
Communication
Particulars
Slide
From To
Learning Objectives
112 112
2.
Topic 1
Introduction
113 113
3.
Topic 2
Oral Communication
114 114
4.
Topic 3
115 115
5.
Topic 4
116 117
6.
Topic 5
Telephone Communication
118 118
7.
Topic 6
Summary
119 119
1 111
Learning Objectives
After studying this chapter, you should be able to:
1 112
Introduction
in
reports.
Oral Communication
1 114
Difference in style
1 115
1 116
Cont.
Meetings
Seminars
Trade fairs
Video phones
Video conference
Body language
1 117
Telephone Communication
century.
The telephone instrument has evolved, over the years, into very
sophisticated
The
intercom
communication
1 118
an
internal
telephone
system
which
allows
Summary
For effective oral presentation, it should be divided into three parts: (1)
audience
1 119
The step by step process for preparing for a successful oral presentation.
S. No.
Technology Enabled
Enabled
Technology
Communication
Communication
Reference
No.
1.
Particulars
Slide
From To
Learning Objectives
121 121
2.
Topic 1
Introduction
122 122
3.
Topic 2
123 125
4.
Topic 3
126 127
5.
Topic 4
128 129
6.
Topic 5
130 133
7.
Topic 6
Summary
134 136
1 120
Learning Objectives
After studying this chapter, you should be able to:
1 121
Introduction
Technology-enabled
communication,
often
known
as
computer
mediated
technology
also keep
through technology.
1 122
Businesses
Use
Communication
Technology
to
Improve
Their
Performance
Instant Messaging
Networking
1 123
Cont.
Internet
Wireless Communications
Cloud Computing
Mobile Phone
Teleconferencing
Image Scanning
Social Media
1 124
Cont.
Communication is Faster
Efficiency
Documentation
1 125
1 126
Cont.
Speed
Targeted Marketing
Efficiency
Lower Costs
1 127
conveys the intention of the e-mail and prevents it from getting mixed up
with spam, junk
Business e-mail writing should include checks at the end to ensure that
the e-
attachments.
1
128
Cont.
It
Close the letter with a warm greeting like sincerely, faithfully, truly,
1 129
1 130
Cont.
Surveys
Surveys can be widely disseminated and are the most time-efficient
method of collecting information from respondents. People generally
respond to surveys anonymously.
Survey Analysis
1 131
Cont.
Interviews
Interviews are useful tools for gathering in-depth information from your
stakeholders. Interviews are particularly valuable because they allow you to
ask follow-up questions of interviewees when you need clarification about a
particular response.
1 132
Cont.
Focus Groups
Focus groups are useful if you want to gather a lot of information from a
group of stakeholders during a short period of time.
Conceptualisation Phase
Interview Phase
1 133
Summary
view the
of the targeted
receiver.
fostering
used as a form
effective communication
1 134
tool.
Cont.
generally
communication
have
all
communication, in particular,
due to technological
the
business
world.
Business
developments.
information
1 135
altered
follow-up
particular
response.
Lastly discussed are focus groups, useful if you want to gather a lot of
1 136
S. No.
Personal Etiquette
Etiquette and
and
Personal
Grooming Particulars
Grooming
Reference
No.
1.
Slide
From To
Learning Objectives
138 138
2.
Topic 1
Introduction
139 139
3.
Topic 2
140 142
4.
Topic 3
Eye Contact
143 147
5.
Topic 4
Body Language
148 153
6.
Topic 5
Handshakes
154 158
7.
Topic 6
Business Cards
159 161
8.
Topic 7
162 164
9.
Topic 8
Workplace Habits
165 167
10.
Topic 9
Summary
168 170
1 137
Learning Objectives
After studying this chapter, you should be able to:
1 138
Introduction
dinners.
1 139
norms to
particular company
or department.
If you ignore these norms of group attitude and behaviour, you run the
1 140
Cont.
Personal Grooming
You not only dress for others but for yourself too.
impression to
1 141
Cont.
1 142
Eye Contact
How and when to make eye contact depends entirely on the customs of
where you are, who you are with, and the social setting.
In business, and social settings making the right eye contact never
To make eye contact, look directly into the other persons eyes for 45
seconds.
1 143
Cont.
1 144
Cont.
Most European eye contact customs are similar to those in the United
States,
1 145
Cont.
authority.
This is
1 146
with
simply for
being different and some men may try to make eye contact.
communicate
curious.
1 147
Body Language
Body language can make or break a deal. How you carry yourself
when
1 148
Cont.
Standing
with
1 149
When you stand, keep your back straight, middle section in alignment
your back, shoulders back and head up.
This posture connotes comfort with yourself and ease in the situation.
Cont.
Sitting
Take care in the way you sit, for no other position connotes so much on
its
own.
1 150
Cont.
Hands
Some people talk with their hands; others stand with their hands glued
to
their sides.
Most people havent the foggiest notion what their hands are doing
when
they talk.
Controlling your hands takes effort and willpower. Monitor your hand
movements.
1 151
Cont.
Head Movements
much
1 152
Cont.
Facial Expressions
other
Example:
Smiles
nonaggression. But
other person.
1 153
are
important
signals
of
generosity
and
Handshakes
A proper handshake is required to show courtesy to other businessmen.
Function
1 154
Cont.
Misconceptions
positioning
the
body
properly
and
giving
off
good
nonverbal
communication.
offer a
1 155
quick smile.
Cont.
Whenever shaking the hands, make sure your right hand is open so the
lower joint of the thumb of both parties touch.
The grip should be firm not limp or so strong that it hurts the other
person.
1 156
Cont.
Benefits
deal.
A proper handshake, on the other hand, gives off good body language,
starts
1 157
Cont.
Tip
Most business cultures use the handshake as a greeting, but not all do
so in
other
cultures.
Example: In Japan, people greet each other with a bow, but have
become
business there.
The French, use a
1 158
Business Cards
When you give someone your business card, youre introducing yourself on
paper.
Always present your business card in your right hand, or in both hands.
Never pass out your business cards as though you were dealing a
poker
only
1 159
hand.
Look the individual in the eye and smile when presenting the card. Not
is it good etiquette, it shows them youre engaged with them.
Cont.
was
When being given a business card, accept the card in the same way it
presentedeither in your right hand or both hands.
1 160
Cont.
company
information
1 161
addresses.)
1 162
Cont.
on
allow
years but
your position in
1 163
Cont.
Japan
China
Korea
India
Other Nations
1 164
Workplace Habits
Some essential skills enable people to perform tasks required by their
occupation and other activities of daily life.
Punctuality
What it Communicates?
What it Achieves?
Workplace Effects
Personal Effects
1 165
Cont.
Prioritizing Work
Rather than plan work for your small business too far in advance, do it
daily,
modifying your agenda for the next day according to new priorities
and unfinished business from the day before. This can help you accomplish
goals
1 166
more efficiently.
Cont.
Staying Positive
1 167
Summary
professional conduct.
1 168
In business, and social settings making the right eye contact is utmost
essential and never involves staring at someone or having a fixed gaze.
Equally crucial is body language, which can make or break a deal. How
about you
nonetheless.
businessmen.
When you give someone your business card, youre introducing yourself
on
The basic etiquette rule is to present your business card in the best
manner in
occupation and other activities of daily life like punctuality, prioritizing work,
staying positive, etc.
Today time is thus utilized to the fullest and business is not limited to
closed
S. No.
Reference
No.
1.
Aspects of
of
Aspects
Communication
Communication
Particulars
Slide
From To
Learning Objectives
172 172
2.
Topic 1
Introduction
173 173
3.
Topic 2
174 176
4.
Topic 3
Intercultural Communication
177 179
5.
Topic 4
Multicultural Communication
180 182
6.
Topic 5
183 183
7.
Topic 6
184 185
8.
Topic 7
Summary
186 189
1 171
Learning Objectives
After studying this chapter, you should be able to:
communication
1 172
Introduction
listening
1 173
and/or numeracy.
as the
affect
1 174
Cont.
Verbal communication
words for
Language
communication
1 175
is
regarded
as
the
most
significant
tool
of
verbal
Cont.
Non-verbal
communication
1 176
Intercultural Communication
The term intercultural communication is often used to refer to the
wide
technical backgrounds.
1 177
Cont.
conception
appropriate
body
language
and personal
space
when engaged in
conversation.
But most researchers, employees, and business owners agree that the
most
concerns
1 178
celebrate
sectors
have
embraced
programs
designed
to
more
systems
different
1 179
Multicultural Communication
The term multicultural is adopted here to highlight the multi-layered
nature of the situations in which corporate communication across cultures
(especially
in
English)
today
takes
place.
Some
language
and
Be patient and try to follow team members ideas and logic, which may
be
1 180
Cont.
does
native English
speakers.
Example: To the question, You are coming, arent you? they may
answer, Yes (I am coming) or No (I am coming), depending on how they
interpret
the question.
Ask the person if he/she wants help with finding words that might
If you do not understand a word, ask the person to spell it, write it
down, use
translate, if possible.
Cont.
communicate
even if
If your organization offers ESL courses, take them, even if your English
is
make
particularly
beneficial.
Keep a dictionary handy and make sure the words you use mean what
Cont.
1 183
1 184
Cont.
Date
Address
Technical language:
Signature
1 185
Summary
ethical
has become imperative for organizations to have a sound value system and to
try to
learn
1 186
Your family and peers influence your personal ethics. Other factors that
influence your culture, philosophy, local, state, and federal laws, and even
your
religious perspective.
Managers need to be aware of these influences, especially are monitoring
their
ethics
in
communication, and in
written
and
spoken
messages,
in
cross-cultural
advertising.
The chapter, has discussed guidelines that help you focus on key ethical
areas.
using
also emerge from the lower and middle echelons of the organization. Both are
viable ways by
1 187
Cont.
communication.
1 188
1 189