Business Communication For Financial Services

Business Communication for
Financial Services
Stage 1
Published by
The Institute of Bankers Pakistan
M.T. Khan Road
Karachi 74200
Pakistan
Compiled by: Tooba Mughal (BSc. Accounting and Finance, London

School of Economics), Nida Kausar (IBP) and Arjumand Zain (Post
Graduate, Royale Society of Arts, University of Cambridge, UK)
Reviewed by: Prof. Sima Zaman Jalil (Retd. Associate Professor,

English and Business Communication, NED University of
Engineering and Technology) and Shahnoor Meghani (IBP)
Editing by: Chartered Banker Institute and Keystone Business

Associates, UK
The Institute of Bankers Pakistan has taken all reasonable measures

to ensure the accuracy of the information contained in this book
and cannot accept responsibility or liability for errors or omissions
from any information given or for any consequences arising.
The Institute of Bankers Pakistan, August 2011
No part of this publication may be reproduced, stored in retrieval

system or transmitted in any form or by any means electronic,
electrostatic, magnetic tape, mechanical, photocopying, recording
or otherwise, without permission in writing from The Institute of
Bankers Pakistan.
Chartered Banker Institute is a trading name of The Chartered Institute of Bankers

in Scotland: Charitable Body No SC013927
Cover Design and Typesetting: Absar Ahmed

Printed in Pakistan
Table of Contents
Part One Chapter 1: Overview of Communication in Business 8

Communication 8
The importance of communication 9
Stages of the communication process 10
Types of communication 13
Barriers to effective communication 16
List and explain the 7 Cs of effective communication 22
Different channels of communication (verbal, written,
electronic) 26
Impact of using the wrong channel of communication in a business
setting 28
The less is more principle 29
References 29
Chapter 2: Communication With Specific Business 30

Determining Target Audience 30
Factors that need to be considered when conducting an audience
analysis 32
Impact of Audience Analysis on Delivery of Report and
Presentation 34
Benefits of Using the Audience Strategy 36
Primary and Secondary Audience 37
Stakeholder Analysis 38
Importance of Demographics and its Analysis 39
Intercultural Communication 40
Importance of Self-Appearance in Business Audience 44
Factors to Consider when Speaking to a Diverse Audience 44
Information Dissemination 45
References 46
Part Two Chapter 1: Effective Writing 49

Writing 50
Memos 63
Connecting Devices 65
Business Letters 77
Business Fax 91
Table of Contents 3
Business Email Format 92
How to organize and write a business report 96
Business Proposal 99
Business Progress Report 100
Type of language and level of formality in a business letter 102
Business Tone 102
Organizing presentations 106
Routine messages 116
References 120
Chapter 2: Reading 121

Business Reading 121
Skills used in Business Reading 121
The Stages of the Reading Process 122
Comprehension Skills 123
References 125
Chapter 3: Speaking 126

Effective Interpersonal Skills 126
Ways to improve interpersonal skills 128
Business Meetings 129
Ten Ways to Increase Group Participation in Team Meetings 132
Essential Negotiating Skills in Business Communication 134
Oral Communication 139
Importance of using the correct tone, language and choice of words
when communicating orally 140
References 154
Chapter 4: Listening 157

Listening 157
Effective listening techniques 168
References 171
Chapter 5: Non-verbal communication 172

Non Verbal Communication 172
Paralanguage (tone of voice) 177
References 185
Part Three Chapter 1: Communication Challenges 187

Common Challenges in Business Communication 187
Advantages of Teamwork in Business 198
References 199
Chapter 2: Written Challenges 200

Use of incorrect business language 200
References 205
4 Business Communication for Financial Services | Reference Book 2

Chapter 3: Verbal Challenges 206
Translating criticism and complaints into requests 206
Chapter 4: Comprehension/ reading challenges 213

Proficiency in business jargon 213
Why is there so much business jargon? 215
References 217
Chapter 5: Listening Challenges 218

Responsive Listening 218
Challenges in the listening process 221
References 225
Part Four Chapter 1: Legal and Ethical Considerations 227

Ethics 227
Invasion of Privacy and How to Avoid it 228
Misrepresentation and Frauds 232
Ethical perspectives and their implications for responsible
communication 233
References 234
Appendix Format of Business Letters 235

Block Format 235
Modified Block Format 236
Format of Business Memorandum 237
Format of Business Email 238
Format of Business Fax 238
Table of Contents 5
Part One
In This Part Chapter 1: Overview of Communication in Business
Communication
The importance of communication
Stages of the communication process
Types of communication
Barriers to effective communication
List and explain the 7 Cs of effective communication
Different channels of communication (verbal, written, electronic)
Impact of using the wrong channel of communication in a business

setting
The less is more principle
References
Chapter 2: Communication With Specific Business
Determining Target Audience
Factors that need to be considered when conducting an audience

analysis
Impact of Audience Analysis on Delivery of Report and Presentation
Benefits of Using the Audience Strategy
Primary and Secondary Audience
Stakeholder Analysis
Importance of Demographics and its Analysis
Intercultural Communication
Importance of Self-Appearance in Business Audience

Factors to Consider when Speaking to a Diverse Audience
Information Dissemination
References
Table of Contents 7
Part One
Overview of Communication
Chapter One
in Business
Learning Outcome By the end of this chapter you should be able to:
Define communication
Highlight the importance of communication
List and describe the stages of the communication process
List the different types of communication
List and explain the barriers to effective communication
List and explain the 7 Cs of effective communication (correctness,

conciseness, clarity, completeness, concreteness, consideration,
courtesy)
Interpret the different channels of communication (verbal, written,

electronic)
Illustrate the impact of using the wrong channel of communication in

a business setting
Describe the less is more principle of effective communication
Communication Communication as derived from the Latin word means communicare

(to share) and as derived from the French word it means communis
(common).
We generally communicate with others when we have something in

common with them or we are looking to share and perhaps create
something in common.
Communication has been defined in many ways. According to Websters

Dictionary, communication is defined as: sending, giving or exchanging
information. This can be expressed non-verbally and verbally.
Another popular definition is: the imparting or interchange of thoughts,

opinions, or information by speech, writing, or signs.
Communication is an activity which is meant to convey meaningful

information. Communication requires a sender, a message, and
an intended recipient, although the receiver is not needed to be
present or aware of the senders intent to communicate at the time of

communication; thus communication can occur across vast distances in
time and space. Communication requires that the communicating parties
share an area of communicative commonality. The communication
process is complete once the receiver has understood the senders
message.
Necessity of Communication
On a daily basis we interact and work with people who may have similar
or different opinions, values, beliefs, and needs than our own. Our
ability to exchange ideas with others, understand others perspectives,
put forward our own thoughts, solve problems and successfully use
or share the information provided will depend significantly on how
effectively we are able to communicate with others.
Communication has become increasingly important and necessary

as a means of projecting ones thoughts, experiences, emotions and
views. The world today has become a much smaller place than it was
centuries ago. Technological advancement in a number of areas such as
health care, transportation and travel and communication mechanisms
have revolutionized the living standards and expectations. It has also
provided a broader range of communication medium. Response time has
become shorter and the expectation of response and its corresponding
timeframe has become higher and shorter respectively. Communication
has become an important key for existence be it in the personal or
professional sphere.
Take for example the profile that you may have created for yourself
on a social networking site such as Facebook or LinkedIn. You are
using an electronic medium to communicate, with the outside world,
information about yourself. Such a thing was not a popular practice 10
years ago, however it is the norm today. Communication patterns are
thus changing rapidly and the demands on a person to communicate
with others is growing.
The importance Communication is like the knots in knitting that holds people together-
of communication and at the same time its the thread that keeps coming apart. Good
communication can be a great influence behind somebodys success
and poor or ineffective communication can also be responsible for its
destruction.
With the availability of a range of communication mediums and the

increased volume of communication effective communication has
become of paramount importance. Effective communication skills are
required to deal successfully with personal and business associates.
Overview of Communication in Business 9

In an increasingly meritocratic and competitive world, certain standards
are expected from business communication. Business communications
encompasses communication with: customers, suppliers, vendors,
colleagues, subordinates, supervisors, senior management etc. Effective
business communication can be used as a tool that allows one to
improve ones own performance, the performance of ones employees,
the performance of the teams within the company, and the performance
of the entire organization. The common purpose in doing so is to be
able to execute the organizations strategy, reach its vision, and fulfill its
mission.
Business communication is performed by communicating information

to people within and outside the organization in many different ways
which include the letters, phones, emails, in person meetings etc. In
any business, reputation and credibility needs to be built up in order to
achieve the clients trust and confidence. In the financial services industry,
it is the single most important basis of initiating a relationship with the
client. Consistent, courteous and clear communication helps build the
customer confidence. Apart from customers, it is also important to
communicate in a consistent, concise and courteous manner within the
organization. This helps build ones credibility within the organization
across peer groups and management levels.
If the business communication is effective then it encourages the

following:
At the employee level, it allows one to make decisions, seek guidance

and provide feedback on an ongoing basis.
At the team level, it allows one to build an open communication

environment that facilitates the creation of discussing ideas, showing
commitment and trust.
At the organizational level, it allows one to align the whole company

in order to execute the targeted strategy, and enable the organization
to reach its vision and fulfill its mission.
Stages of the The communication process is made up of four key components. Those
communication components include encoding, medium of transmission, decoding, and
process feedback. There are also two other factors in the process, and those
two factors are present in the form of the sender and the receiver. The
communication process begins with the sender and ends with the receiver.
The following diagram is a visual display of all these components.

The Communication Process
Source/Sender
The source can be an individual, group, or organization who initiates
the communication. This source is initially responsible for the success
of the message. The senders experiences, attitude, knowledge, skill,
perceptions, and the culture s/he dwells in, influences the message which
is communicated. All communication begins with the sender. Examples
of sender can be an employee telephoning his supervisor to call in
sick or a customer writing a letter to the branch manager requesting a
cheque book or a bank generating an automated system generated letter
to the customer with information regarding credit card transactions.
Encoding
This is the process of transferring the information one wants to
communicate into a form that can be sent and correctly decoded at the
other end (to the receiver). When encoding a message, the sender begins
to decide what needs to be transmitted. This decision by the sender is
based on:
Senders purpose of communication- providing information, responding

to a query, serving a reminder, introducing a product or person etc.
Senders analysis of the target audience/receiver for the communication-

who is the recipient- relationship with sender, demographics such as age,
gender etc; what is the receivers expectation from the sender, if any.
It is important for the sender to use symbols that are familiar to the
intended receiver. Failure to understand who you are communicating
with will result in delivering messages that are misunderstood.
Channel
To begin transmitting the message, the sender uses some kind of channel
(also called a medium). Channel is simply the means used to convey
the message. Most channels are either oral or written however visual
channels are becoming common as technology expands. Common
channels include:
verbal forms such as telephone, in-person meetings, audio/video

conferencing

written forms such as memos, letters, emails, reports, chats, text
messages etc
visual forms such as pictures, photos, animations on billboards,

posters, bulletin boards etc
Different channels have different strengths and weaknesses. Channel

must be chose carefully based on the message that needs to be delivered.
For example, its not particularly effective to give a long list of directions
verbally, while the same can be achieved efficiently if an email or a note
is used instead.
Decoding
After the appropriate channel or channels are selected and you can
use more than one channel to deliver the same message (for example
a bank may send its customer a letter reminding about a credit card
payment and may also telephone him to remind him about the same),
the message enters the decoding stage of the communication process.
Decoding is conducted by the receiver. Once the message is received,
the receiver interprets the message in order to assign a meaning to it.
It is this processing stage that constitutes decoding. The receiver begins
to interpret the symbols sent by the sender, translating the message to
his own set of experiences in order to make the symbols meaningful.
Successful communication takes place when the receiver correctly
interprets the senders message. Continuing the example of the bank
which has sent the payment reminder the receiver may interpret it as
useful or a nuisance depending on his own personal frame of
reference.
Receiver
The receiver is the individual or individuals to whom the message is
directed. The extent to which this person comprehends the message will
depend on a number of factors, which include the following: how much
the individual or individuals know about the topic, their receptivity to
the message, and the relationship and trust that exists between sender
and receiver.
Feedback
Feedback is the final link in the chain of the communication process.
After receiving a message, the receiver responds in some way and signals
that response to the sender. The signal may take the form of a spoken
comment, a long sigh, a written message, a smile, or some other action.
Many communications are intended by the senders to illicit a response
from the receiver for example the bank sent the payment reminder to
encourage the customer to take action and make the payment. However,
sometimes the intended communication is the only provide knowledge

or build awareness and action may or may not be warranted at the time
of communication. Feedback in that instance can thus be in the form of
acknowledgement of receipt of message and may or may not be visible.
Context
The situation in which the message is delivered is the context. This may
include the surrounding environment or broader culture (i.e. corporate
culture, international cultures, etc.) Most obvious is the physical context;
that is whether we are talking to someone in our living room or in an
office environment. Then there is the social context, which is to do with
the occasion involved and the people in it. This might be a group of
friends in a party or a group of mourners at a funeral or a business
luncheon meeting. Next, is the cultural context, which refers to an even
broader set of circumstances and beliefs, which affects as to as to how
we communicate. For example, it would matter if the funeral was in a
Muslim or an Anglican context. It is particularly important to see that
the media are part of the cultural context in which we operate. How
we talk, what we talk about, what music we listen to, has a lot to do
with the influence of the cultural context of the media. In the business
communication context where we strive to maintain a professional
standard and minimize nuances, cultural context is still important and
reflects in the manner greeting, of dressing and of our message.
The communication process provides a good guide towards achieving

effective communication. Each component can be assessed in isolation
as well as its role in the entire process to strengthen the communication.
When followed properly, the process can usually assure that the senders
message will be understood by the receiver.
Types of There are generically two types of business communication in an

communication organization:
1. Internal Communication
2. External Communication
1. Internal Communication
Communication within an organization is called Internal
Communication. It includes all communication within an organization.
It may be formal or informal function. Effective internal communication
is a vital means of addressing job responsibility, expectations and
organizational concerns. Good communication may help increase job
satisfaction, safety, productivity, and profits and decrease grievances and
turnover.

Internal communication is further sub-divided into the following:
a. Upward Communication
b. Downward Communication
c. Horizontal/Lateral communication
a. Upward Communication
Upward communication is the flow of information from subordinates
to superiors, or from employees to management. Without upward
communication, management works in a vacuum, not knowing if
messages have been received properly, or if for instance problems
exist in the organization. Upward Communication enables exchange
of information, ideas, solutions etc; which lead to job satisfaction and
employees providing their feedback.
Upward communication in a bank
b. Downward Communication
Information flowing from the top of the organizational management
hierarchy is known as downward communication. Downward
communication generally provides enabling information which allows
subordinates to perform- for example, instructions on how to perform
a task, or what to do in which situation, policies and procedures.
Downward information also provides organizational perspective,
strategy and communicates culture for example the mission, vision,
values, credo and goals etc.
Downward communication is said to be most effective after upward

communication has been successfully established though this is not
always the order that it is practiced in. This type of communication
is needed in an organization to transmit vital information, give
instructions and encourage two-way discussions. It leads to increased
efficiency and provides motivation to the employees.

Downward communication in a bank
Downward and upward communications are collectively called Vertical

Communication.
c. Horizontal/Lateral communication
Horizontal communication normally involves coordinating
information, and allows people with the same or similar rank in
an organization to talk, cooperate and/or collaborate. Horizontal
communication is essential for solving problems, accomplishing tasks,
improving teamwork and boosting efficiency.
Horizontal communication in a bank
External Communication
Communication with people outside the organization is called external
communication. External communications can be with customers,
suppliers, vendors, business partners, professionals and professional firms
such as: lawyers, accountants, audit firms, tax consultants, marketing
agencies, advertisers etc. Within the financial services industry and
particularly banking it is a norm to communicate with other banks on
a multitude of matters.

Effective external communication can lead to increased business
volume, public credibility, operational efficiency and improved image of
the organization. The ultimate objective of external communicationis
to achieve organizational goals and customer satisfaction.
External communication in a organization
Barriers to Although the communication process seems simple, in essence it is

effective not. Certain barriers present themselves throughout the process. Those
communication barriers are factors that have a negative impact on the communication
process. It is imperative to understand the cause and nature of the
barriers to be able to overcome them to ensure effective communication.
A few of them are as under:
Filtering
Filtering is the alteration or concealment of information to control a
persons reactions. The most common use of filtering is to hide bad news
from people, generally superior in a management hierarchy, to avoid
their disapproval. Common examples are hiding customer issues from
supervisors, understating operational capacity to avoid workload, not
communicating performance related issues to employees in anticipation
of a negative reaction from them etc.
An effective way of countering this is to seek information from different

sources to avoid having incomplete information from someone.
Encouraging a free flow of information is also a helpful long term
strategy if openness is encouraged as an organizational culture.

Selective Perception
When you go to the supermarket to buy a few fruits, you always pick
up the ones you know taste good, having made this decision without
tasting other fruits. You overlook the fouls your favorite team makes in
a game because you are a devout follower of the team, and still hold the
opposite team responsible for their own loss, or the loss of your favorite
team. These are examples of selective perception that we are prone to
making.
Selective perception is often termed as a cognitive bias in psychology;

selective perception is a process by which we filter out important
information only to believe what we wish to believe. Our understanding
of things develops through the number of events, people, or circumstances
(known as stimuli) we have been exposed to. Our behavior (known as
response) is then shaped based on these events and our experiences with
these events. These experiences get etched in our memories so that our
responses are similar to any situation or person that is even only similar
and not the same. We behave in accordance with our expectations of a
person or a situation.
Selective perception can be a barrier to communication as we may have

a preconceived notion which may generate a bias in favor or against
something or some person. This impedes your ability to objectively
assess a situation and correspondingly communicate. It also happens
that because a communication looks familiar we assume it to be the
same and may overlook the differences. This can cause confusion and
even at times business loss. Attention to detail and an open mind to new
ideas are important tools.
Information Overload
Information overload is the state of receiving information faster than
it can be processed, as desired. The most common cause of this is too
many sources of information flooding the recipient. An example of this
is a manager on a phone call being interrupted by an email message
and interrupted again by a colleague asking for his attention while he
deals with the first two tasks. This often leads to oversights and in some
cases important information completely being ignored and forgotten,
resulting in loss of business and reputation. Information overload can
also take form of a single channel of information being used but not
optimally for example very long and detailed letter to a customer by the
bank, the extent of detail which the customer is unable to understand.
In todays day and age where the volume of information flowing from
all angles is significant, recipients suffer from information overload on
a constant basis. Communication should thus be concise and clear to

grab the receivers attention and brain space. More elements of effective
communication will be discussed in the later part of this chapter
Emotional Disconnects
An emotional disconnect is the state of a sender and receiver being
unable to communicate effectively due to their feelings or opinions
about: a. the subject or b. the other person or both which keeps them
from to listening to each other. For example a subordinate may have a
grievance with his supervisor and is unwilling to accept the performance
appraisal that he has made for him. Emotional disconnects also happen
when the Sender or the Receiver is upset, whether about the subject at
hand or about some unrelated incident that may have happened earlier.
An effective communication requires a Sender and a Receiver who are
open to listening to one another, despite possible differences in opinion
or personality. One or both parties may have to put their emotions
aside to achieve the goal of communicating clearly. A Receiver who is
emotionally charged tends to ignore or distort what the Sender is saying.
A Sender who is emotionally charged may be unable to present ideas or
feelings effectively. Emotions, though a vital part of a person, are best
kept out of business communication.
Lack of Source Familiarity or Credibility

Lack of source familiarity or credibility can derail communications,
especially when humor is involved. Have you ever told a joke that fell
flat? Maybe you and the Receiver lacked the common context that
could have made it funny. Sarcasm and irony are subtle, and potentially
hurtful, commodities in business. Its best to keep these types of
communications out of the workplace as their benefits are limited, and
their potential dangers are great. Lack of familiarity with the Sender
can lead to misinterpreting humor especially in less-rich information
channels like e-mail.
Similarly, if the Sender lacks credibility or is untrustworthy, the message

will not get through. Receivers may be suspicious of the Senders
motivations (Why am I being told this?). Likewise, if the Sender has
communicated erroneous information in the past, or has created false
emergencies, his current message may be filtered.
Messages from senders that receivers do not know well or trust can often
be misconstrued. This can be solved by encouraging people (employees)
to interact with each other (and customers) to create familiarity and
ease. Some organizations also encourage employees to interact in less
formal or informal settings to encourage a close-knit and strong team
bonding. This has worked in some cases and not in others.

Workplace Gossip
Workplace gossip, also known as the grapevine, is the informal gossip
network within an organization. It is a lifeline for many employees
seeking information about their company. Researchers believe that the
grapevine is an inevitable part of organizational life. Research finds that
70% of all organizational communication occurs at the grapevine level.
Employees trust their peers as a source of messages. However,

the grapevines informal structure can be a barrier to effective
communication from the managerial point of view. Its grassroots
structure gives it greater credibility in the minds of employees than
information delivered through official channels, even when that
information is false.
Some downsides of the office grapevine are that gossip offers politically
minded insiders a powerful tool for disseminating communication
(and self-promoting miscommunications) within an organization. In
addition, the grapevine lacks a specific Sender, and provokes a question
in the mind of the management as to who is at the root of the gossip
network? When the news is volatile, suspicions may arise as to the
person or persons behind the Message. Managers who understand the
grapevines power can use it to send and receive Messages of their own.
They also decrease the grapevines power by sending official Messages
quickly and accurately, should big news arise.
As office gossip and criticism can be a very powerful and potentially

a destructive force in the workplace, it is imperative to know how to
effective communicate a professional stance to such instances. Some
effective ways to dealing with this can be:
Respond to Gossip with Skepticism

I dont believe he/she would do that or I find that hard to believe.
Gossip is Hurtful
Gently remind rumormongers of others feelings with statements such
as: I would hate for someone to say that about me. Remind others that
gossip can hurt or destroy lives and careers, and is therefore NOT an
innocent pastime.
Set up Deterents
Use strong language to deter persistent gossipers: If this is gossip, I dont
want to hear it. Remember, if they gossip about others, they will gossip
about you as well.
If You are Faced with Criticism, Ask for Specifics

You said the report was incomplete. Can you give me more details? or

You mentioned that someone complained about my actions. Can you
be more specific?
Be a Cofee Filler
If you are faced with criticism, act like a coffee filter. Strain out the
emotional grounds from the facts. This allows you to respond to the
information and not the criticism.
If you are in the Wrong, Admit It

Sometimes this is easier if you tell the other person, You are right.
However you do it, honesty is the best policy. If you are wrong, dont
discredit yourself further. Admit the error and move on.
The informal gossip can be an effective communication tool if used

wisely by the management but more often than not it is used to spread
false and sometimes politically motivated information by individuals. It
is difficult to trace the original source of messages being passed on the
gossip network due to the way messages are relayed person to person on
it.
Semantics
Words can have different meanings for different people and in different
contexts. This could be a factor of the culture or sometimes even
familiarity with the language of the message. At times people attach
strong emotions with certain words such as reference to self I or
You, parents, family, political parties etc. Broad generalizations and
opinions should be avoided to reduce clutter in communication. Use of
superlatives is also conceived as arrogant in many cultures.
In some cases words can mean nothing at all to a receiver which is often
true in the case of trade specific terminology called jargon being used
to communicate to an individual unfamiliar with it. Jargon can be an
effective tool for quick and precise communications if used between
parties who both understand it but can cause listeners to fall out, lose
interest or develop bad feelings if they do not understand it and are
given too much space. It should thus be used sparingly and only with
people who understand it. For example within the banks a relationship
manager is called an RM. A long-standing customer may understand
this terminology and also refer to it as such in verbal communications
however for written communication use of the entire term is advised.
A new customer may not be familiar with the term at all and may be
baffled even if the banker uses it in passing in a telephone conversation.
Different messages can mean different things to the sender and the
recipient. Senders need to consider their target audience and how they
will interpret the message before they communicate it or it can produce

the opposite effects of what is desired. Care must be exercised in selection
of use of language and words.
Gender Differences in Communication

Various studies have shown the differences in the working and
communication patterns of men and women. Women are often reported
as careful planners while men are reported to jump on to a project
with much less pre-planning. Though we do not generally subscribe
to this view and this broad generalization may not be applicable for
Pakistan, it is important to realize that gender differences do exist.
While communication styles of both genders is effective, care needs to
be exercised when communicating between the two genders so there
is an awareness of the differences between the two to gain best results
from the communication.
Biased Language
Business communication should not make use of any words that
stereotype or discriminate others on the basis of race, gender, age or
any affiliation. Instead business communication should focus on
communicating a clear message to achieve a goal.
An example of this is a manager discriminating against a subset of his

employees based on their place of origin.
Our sales performance has been exemplary this quarter and I would
like this to continue in the next quarter. The only section of our team
that is currently underperforming is our team members coming from
north of the country. I suspect this is due to language difficulties or
not understanding the culture of the firm very well and trust this will
improve with time.
The above statement from the manager will not inspire the team and
will instead put their defenses up and make them feel judged and
discriminated. Such statements are known as communication freezers.
These must be avoided and communication should be made with
consideration for the recipient with the intent of communicating a
message and not shaming them.
Poor Listening
Poor listening is often a consequence of the listener being distracted,
thinking what they have to say while the other speaks, interrupting at
inappropriate times, not acknowledging whats been communicated,
not asking questions about whats not been understood and sometimes
looking out for what they want to hear instead of what is being said.
An example of the above is a meeting between a manager and an

employee where the manager wants to focus on performance and

profitability and the employ wants to focus on a higher commission and
better recognition for his contribution to the company. In such a case,
both parties can keep trying to switch the topic of conversation to what
they want to talk about instead of listening to the other party and have
a completely fruitless meeting.
The solution to avoid this is to get into communication with a clear

intent of listening what the other party has to say, take it on board and
then present own point of view.
List and explain Seven Cs of Effective Business Communication are:

the 7 Cs
1. Correctness
of effective
communication 2. Clarity
3. Conciseness
4. Completeness
5. Consideration
6. Concreteness
7. Courtesy
Correctness
At the time of encoding, if the encoder has comprehensive knowledge
about the decoder of the message, it makes the communication easy.
The encoder should ideally know the status, knowledge and educational
background of the decoder.
Correct communication is communication that fits the target audiences

level of education and knowledge and expectation, if any. Correct
communication is also free of grammatical and spelling errors.
This is best illustrated by an example of incorrect communication where

conversation is spelt as conservation.
Correctness means:
Hi Aziz,
Thank you for meeting today. I really enjoyed our conservation and look
forward to working on this project with you.
Regards,
Mahwish

Use the right level of language
Correct use of grammar, spelling and punctuation
Accuracy in stating facts and figures
Clarity
Clarity demands the use of simple language and easy sentence structure
in composing the message. When there is clarity in presenting ideas, its
easy for the receiver/decoder to grasp the meaning being conveyed by
the sender/encoder.
An example of this is the instructions given to an account holder by a

bank to activate their new ATM card. If the instructions are clear and
crisp the customer will immediately be able to understand and follow
them. For example the following message is constructed with little room
for ambiguity.
Your card has a sticker attached to it instructing you to activate it either

online or by phone.
Online activation can be done using the Activate New Card option in
your online banking. This option is displayed in the top left corner of
your online banking home screen.
You will need to provide your full name as it appears on card, the 16
digit number at the front of the card and the 3 digital security code at
the back.
For telephone activation, please call telephone banking helpline,

available 24 hours a day, and our customer service staff will guide you
through the process.
Conciseness
A concise message saves time of both the sender and the receiver.
Conciseness, in a business message, can be achieved by avoiding wordy
expressions and repetition. Using brief and to the point sentences,
including relevant material makes the message concise.
An example of a concise message would be a franchisee firm contacting

a company, introducing themselves and getting straight to the point, as
seen below.

Dear Contact,
Hope this email finds you in good health. I found your contact details
on LinkedIn and am writing to you to discuss the possibility of setting
up a reseller agreement for us to sell your products. Our company details
can be found at our web address as below.
www.xyz.com
Look forward to hearing from you.
Regards,
XYZ Representative
Contact Details
Completeness
Completeness means the message must bear all the necessary
information to bring the response one desires. The sender should answer
all the questions with facts and figures and only when desirable, go for
extra details.
An example of this is the letter below sent by the bank to a new account-
holder.
Dear Mr. Rehman,
Thank you for opening an account with ABC Bank, TR Road Branch.
We will endeavour to make all our services both helpful and pleasant
for you.
Your account offers you the following benefits:
2.5% mark-up on deposits of up to Rs. 50,000.
24 hours online banking
Option to open a safe deposit locker
Access to our ATM network of 1,000 ATMs across Pakistan
For security purposes your bank account details and ATM card will be
posted in separate mails to you.
Please feel welcome to call us or drop in at the branch at any time you
would like us to assist you.
Sincerely,
A Kazi
Branch Manager

Consideration
Consideration means preparing the message with the Receiver in mind.
It demands that the Sender puts himself in the place of Receiver while
composing a message. Three key points can help you incorporate this in
your communication.
By focusing on you instead of I and we the message should focus

on how the Receiver will be benefit and what they would receive and
what they need to know should be emphasized.
By showing benefits or interest in the Receiver where possible

demonstrate how the receiver will benefit from whatever the message
communicates. Receiver will be more likely to react favorably and do
what do you suggest if you show that benefits are worth the effort and
cost you are asking them.
For Example:
We-attitude
I am delighted to announce you that we have extended the branch
banking hours by 2 hours in the evening making banking with us more
convenient.
You-attitude
You will be able to banks with us in evenings with the extended hours.
By reinforcing the positive aspects

A third way to show consideration for your receivers is to accent the
positive. This means stressing what can be done instead of what cannot
be done, and encouraging the Receiver to consider the communication
favorably.
The benefit of incorporating this aspect is that generally the acceptability

of the message increases.
Concreteness
This includes being definite, vivid and specific rather than vague, obscure
and general. Also, the facts and figures being presented in the message
should be specific.
An example of this is a branch sales officer providing sales figures to his

branch manager
We have achieved a deposit growth target of PKR 1 million in this

month against my target of PKR 875,000 for the month.

Courtesy
Courtesy means not only thinking about the receiver but also valuing
his feelings. Much can be achieved by using polite words and gestures,
being appreciative, thoughtful, tactful, and showing respect to the
receiver. Courtesy builds goodwill.
An example of this is a relationship manager sending an email to a

customer after the completion of a large loan transaction drawdown to
ask if everything went as per their expectations, if they had any problems
or concerns with loan processing or service delivery and if they could
provide any feedback on how it may be possible to improve the service
in future.
Different channels Several types of communication methods are available for individuals
of communication working in the business environment. Each method has its advantages
(verbal, written, and disadvantages and offer individuals an opportunity to choose how
electronic) they will convey their message and create specific communication styles
for various receivers.
Verbal Communication
Verbal communication is a common way in which an individual
transfers his message to the other individual and businesses. Verbal
communication methods may include meetings, in-person interviews,
telephones and video conferencing. Verbal communication may be the
best communication method because it allows people to assess the verbal
or nonverbal inferences by individuals giving a message. It may also
create a more comfortable environment for receivers to ask questions
and get feedback from individuals giving the message. It however at
times forces people to react to the information at that point. While a
good way to avoid instant reaction, if it is so required, is to say I will
come back to you however body language may relay your initial feeling
about the matter. This can be used as an advantage and can also be
considered as a drawback. For example if a customer has asks for loan
concessions, the bankers initial response to that may be yes it can be
considered which the customer takes well. However, bank management
may feel otherwise and the banker may have to subsequently decline the
customer. In another situation the banker may display instant hesitation
either verbal or through body language which may upset the customer.
While the message needs to be given to the customer whether positive
or negative, it can be framed in a manner such that an adverse reaction
can be avoided. Verbal communication at times limits that capacity.

Written Communication
Written communication includes internal business memos, emails,
formal letters, bulletin boards or posters and other various written
communication forms. Individuals and organizations may choose to
use written communication if they need to reach multiple individuals
at different locations with a similar message or to record an earlier
verbal communication. Written communication also creates a paper
trail for important messages such as loan agreements, offer letters etc.
Individuals may be required to acknowledge receipt of the message or
respond within a limited time frame. Organizations often use written
communication to ensure they have documentation when initiating a
relationship, correcting an issue, entering into an agreement etc. Written
communication allows the sender plenty of time to think and construct
the message but does not necessarily allow them to gauge the response
of the receiver instantly.
Electronic C0mmunication
Technology has opened up new types of business communications.
While these fall in the categories of verbal and written as discussed
above, the electronic medium has brought many new things which are
briefly touched upon under this heading.
New communication methods include email, web conferencing, social

networking, company websites, online chat, blogs and text messages.
Electronic communication allows companies to send mass messages
to several individuals quickly and at a low business cost. Electronic
communication methods are often used to reach outside business
stakeholders or the general public. Organizations may create several
different electronic communication channels to reach different target
markets or demographic groups with their message.
Information Channel Information Richness

Face-to-face Conversation High
Video Conferencing High
Telephone Conversation High
Emails Medium
Handheld Devices Medium
Blogs Medium
Written Letters and Memos Medium
Formal Written Documents Low
Spreadsheets Low

Use Written Communication Use Verbal Communication
When When
Conveying facts Conveying emotions and
feelings
The message needs to become The message does not need to
part of a permanent file be permanent
There is little time urgency There is time urgency
You do not need immediate You need immediate feedback
feedback
The ideas are complicated The ideas are simple or can be
made simple with explanations
Impact of using the If a wrong channel is used while communicating that is if the channel is
wrong channel of not effective for the type of message and meaning one wants to create,
communication in then it is likely that the message will not create the desired impact or
a business setting create a misunderstanding, or worse and the sender may have been
better off not sending the message at all. Not only does using the wrong
channels impede communication, but doing so can cause mistrust in
others, particularly about ones sincerity and commitment to them.
Let us consider an example. If a departmental manager of thirty

employees decides he wants to convey the message that he values their
work and well-being. He has a number of ways and channels he can use
to do this. He can walk around and talk face to face with his employees
on a regular basis, wishing them good morning, and inquiring about
their work and progress. This is one of the channels. He could send a
memo out each morning wishing them good morning. That is another
channel. Or he could send an email stating the same. This is third type
of channel.
However, the question which arises is Which channel would be best

for this message?. Walking around and talking face to face is the most
costly in terms of time and managerial commitment, while the other
two are not costly. But consider the reaction of employees. How many
employees will get the meaning the manager is trying to send, if the
channel is a letter? Worse, how many employees will question the
managers commitment if he chooses the letter channel to transmit a
message in order to inquire about their well-being?
An important aspect to note is that the more emotionally loaded the

message, the more thought has to go into how to communicate it, and
which channels to use.

The less is more Often the less we say the better our points will be understood.
principl
In informal speech and communication, people have a tendency to
talk more than necessary and often in a slightly disorganized fashion,
since informal speech is not the kind of thing you can plan out. It has
been researched and surveyed that in both informal and formal speech
(including presentations, speeches), people listening to the speaker tend
to understand the points that is the intent of the message, far better if
the speaker talks less. Cumbersome details if can be avoided should be
kept out of a formal speech.
There are a number of reasons why this is so, but the most important
one is that when a person talks, the other person has to try to figure
out the main points, or main messages, and this applies to all sorts of
communication channels. When the speaker buries, or surrounds the
main points or messages with too much of other messages, the impact
of the target message gets lost. The person listening gets distracted or
simply starts focusing on other things that are less important (at least to
the speaker).
Prefacing a discussion by providing background information and context

of the verbal communication helps focus the discussion and brings the
speaker and the listener at the same starting point.
In written communication as well, it is important to limit the detail of

information provided to what the context is and what the requirement is.
Verbose and overloaded messages tend to get lost and lose their impact.
Depending on the situation it is also helpful to keep the communication
channel open by adding a line: Please do not hesitate to contact us
should you have any queries. This is only applicable in situations where
the sender wants to hear back from the receiver and invites the receiver
to ask questions.
References mindtools.com/CommSkll/CommunicationIntro.htm
rizwanashraf.com
notesdesk.com/
smallbusiness.chron.com
http://en.wikipedia.org/wiki/Communication

Part One
Communication With Specific
Chapter Two
Business
Explain how a target audience is determined
List the benefits of using the audience strategy
Explain how audience analysis impacts the delivery of reports or

presentations
List the factors that need to be considered when conducting an

audience analysis
Distinguish between a primary and secondary audience
Define stakeholder analysis
Discuss when a stakeholder analysis is necessary
Explain why it is conducive to establish the demographics while

communicating with specific business audiences
Interpret the factors that need to be considered when communicating

in an intercultural setting
Discuss why self appearance is crucial in business audiences
List some factors to consider when speaking to a diverse audience
Explain how information is disseminated with specific business

audiences
Determining Target In the fast-paced professional world of today it is important to know who
Audience you are communicating with. Time has become a precious commodity
and it is imperative to know how much time will be devoted to which
activity. It is thus difficult and perhaps not optimal to target everyone.
Target audience determination is something that businesses use
extensively when they market their products. For example many small
businesses effectively compete with large companies by targeting a niche
market. Determining the target audience is a very vital ingredient for
effective communication. Time and attention spent on this aspect can
drastically improve the effectiveness of the communication.

First Step
With a clearly defined target audience, it is much easier to determine
where and how to access the audience and devise the message. Some key
points to consider, in the first step, in determining the target audience
are:
a. Purpose of communication e.g. is it a business introduction; is it an

invitation; is it providing information; is it marketing; is it to keep
in touch; is it to gain information etc. The clearer the purpose, the
easier it will be to identify the target audience.
b. Nature of communication e.g. is it a reminder; is it a courtesy

message; is it a standard messages sent at regular frequency, is it
a message accepting or regretting an invitation, is it a message to
persuade or dissuade etc.
c. Nature of receiver and the relationship of the sender with the

receiver:
Is it internal/within the organization: is it between colleagues; is

it with subordinates; is it with superiors; is it with cross-functional
peers etc
Is it external/outside the organization: is it with a client; is it

with a vendor; is it with practicing professionals such as: lawyer,
accountant, auditor
If for example, the purpose of the communication is marketing a

new deposit product, the nature of communication will most likely
be a persuasive marketing message to audiences external to the
organization. If for example, the purpose of the communication is to
inform the employees about an upcoming public holiday, the nature of
communication will most likely be a standard message to internal and
perhaps external audiences of the organization.
The above serves as the initial basis of our audience identification.

Many a times, especially when sending standard or repetitive messages,
the first step is sufficient for target audience determination and there
is no need to delve further. However, the second step becomes critical
in messages which are not standard or repetitive. It is imperative that
the sender understand the purpose and nature of communication to
determine who the target audience should be.
Second Step
The second step is geared to identifying the target audience in the
instance the audience is not easily identifiable from the first step. Lets
use the marketing example as above. From the preliminary basis we
Communication With Specific Business 31

know that the target audience is external. Questions that now need to
be addressed are:
Who in the external audience do we want to target: existing

customers or new customers or both? Or if there is a different basis
for identifying a specific profession group such as retailers or doctors
or university students etc.
Where do we find these new audiences from: customer referrals,

scouting the business area, phone directory, profession search: for
example practicing doctors etc?
What is the size of the target audience that we are looking for?
Third Step
Once you have completed the first two steps, it is important to evaluate
the findings against the purpose of your communication. The following
question can help you make that assessment.
Based on the information gathered does the profile of the audience

fit the purpose of the communication?
Are there enough people in the target audience to fit the

communication purpose?
Will there be any benefit of communicating with them?
Will your message reach them?
You are encouraged to read more about this topic in reference books
and online search.
Factors that need Once we have determined who are target audience will be on a
to be considered preliminary basis we will try and understand more things about
when conducting our audience and get to know them better so that we can create an
an audience appropriate message which can be transmitted through an optimal
analysis medium so that our intended audience understands our message as we
would like it to. This can be very detailed or limited exercise. The depth
that you want to pursue depends on the purpose of the message. Some
key points to consider are:
1. Demographics of the audience i.e. age, gender, geographic location,

educational background, income level, marital or family status,
occupation, ethnic background
2. Psychographics or personal characteristics of the audience i.e.

personality, attitudes, values, interests/hobbies, lifestyles, behavior

Demographics and psychographics will help determine your targets
lifestyle. What appeals to them and what media do they turn to for
information e.g. do they read the newspaper, search online or attend
particular events.
a. Understanding level of the audience in the subject of your message
b. Interest of the audience in the subject of your message
c. Expectation of the audience from your communiqu
Audience analysis helps you to acquire relevant information about the

target audience which can be used in selecting the mode and medium of
communication and the design of the message.
Another, and perhaps a memory-friendly, approach to this is using the

word AUDIENCE to remember the key points of the second step. This
can be defined as:
Analysis Who is the audience?
Understanding What is the audiences knowledge of the subject?
Demographics What is their age, gender, education background

etc.?
Interest Why are they reading your communication?
Environment Where will your communication be sent/ viewed?
Needs What are the audiences needs associated with your

communication topic?
Customization What specific needs/interests should you as the

sender address relating to the specific audience?
Expectations What does the audience expect to learn from your

communication?
As discussed, audience analysis involves identifying the audience, the

mode of communication to their interests, level of understanding,
attitudes, and beliefs. Taking an audience-centered approach is
important because a senders effectiveness will be improved if the
message is created and delivered in an appropriate manner. Identifying
the audience through extensive research is often difficult, so audience
adaptation often relies on experience and sometimes even a healthy use
of imagination. As with many valuable tools, audience analysis can be
used to excess. The purpose of communication must drive the extent of
audience analysis.

Impact of Audience Audience analysis equips the sender/communicator with the important
Analysis on aspects about who is in the audience and what they are expecting prior
Delivery of Report to creating the message. If properly practiced, then you will be able to
and Presentation create and deliver solid presentations that will meet the needs of the
targeted audiences, and in the process, gain a reputation for you as a
good communicator.
A report or presentation to a specific audience is generally delivered with

the specific intent of delivering information and sometimes influencing
their opinions. This is a very common tool in business communication.
For it to have the desired effect on the audience, it is important to
analyze the target audience to see who they are, their relevant job
functions and any past experience with what is being presented to
them. This is important because people from different backgrounds, say
technical and business backgrounds will be motivated and inspired by
different things so the report or presentation content can be customized
for them.
Organization of the information is paramount. There needs to be a

sequential logical flow of the report or the presentation. A brief overview
of what the report or presentation will discuss gives the audience a broad
perspective of the scope of the report or presentation and helps them set
their expectation from the communication. If possible at all, the current
opinion of the audience on the subject also needs to be considered. This
helps pre-empt any counter-questions and arguments and addresses
concerns before they are voiced.
For the audience to feel satisfied from the report or presentation and for
it to be successful, the presenter should see in advance what is valuable
to them and what information they expect from what is being presented
to them.
Considering the above elements, a report or presentation can meet

its information delivery and opinion influencing objectives more
successfully. You are encouraged to read more about this topic in
reference books and online search.
Some Important Aspects of Audience Analysis in Specific Oral

Communication Situations
Oral communication situations have been highlighted since this
communication is considered requiring the most attention and
preparation. The aspects can be applied to non-verbal communication
as well.
Audience expectations
When people become audience members in a speech situation, they bring
with them expectations about the occasion, topic, and speaker. Violating

audience expectations can have a negative impact on the effectiveness of
the speech. Imagine that a departmental head is asked to speak at the
employee sports event. The audience will expect the speech to be about
future employee events, employee welfare, the sporting competition etc.
If the departmental head uses this opportunity to flaunt the success of
the department, the audience will probably be offended and the speaker
would lose credibility. Of course, there may be some situations when
violating the audiences expectations can be an effective strategy.
Knowledge of the topic

Audiences knowledge of the topic can vary widely on any given occasion;
therefore, communicators should find out what their audience already
knows about the topic. Never overestimate the audiences knowledge of
a topic. If a speaker launches into a technical discussion of how money
market swaps work but the listeners are not familiar with basics of
money market transactions, they will be unable to follow the speech and
quickly lose interest. On the other hand, drastically underestimating the
audiences knowledge may result in a speech that sounds condescending.
It is best to do some research to find out what the audience already
knows about the topic. Giving a brief review of important terms and
concepts is almost always appropriate.
Attitude towards the topic

Knowing audience members attitudes about a topic will help a speaker
determine the best way to reach their goals. Imagine that a presenter is
trying to convince the community to buy group insurance. A speaker will
probably be inclined to spend the majority of the speech giving reasons
why insurance will benefit the community. However, if they found out
ahead of time that most neighbors thought that group insurance was a
good idea but they were worried about payment method and group size,
then the speaker could devote the time in explaining the audience the
method in which group size is determined and payment is collected. The
persuasive power of the speech is thus directed at the most important
impediment to buying insurance.
Audience size
Many elements of speech-making change in accordance to the size of
the audience. In general, the larger the audience the more formal the
presentation should be. Sitting down and using common language when
speaking to a group of ten people is often quite appropriate. However,
that style of presentation would probably be inappropriate or ineffective
if you were speaking to thousand people. Large audiences often require
that you use a microphone and speak from an elevated platform.

Demographics
The demographic factors of an audience include age, gender, religion,
ethnic background, class, sexual orientation, occupation, education,
group membership, and countless other categories. Since these categories
often organize individuals identities and experiences, a wise speaker
attends to them. Communicators must be careful about stereotyping an
audience based on demographic information individuals are always
more complicated than a simplistic identity category. Also, be careful
not to pander exclusively to interests based on demographics.
Setting
The setting of a presentation can influence the ability to give a speech
and the audiences ability and desire to listen. Some of these factors are:
the set-up of the room (both size and how the audience is arranged), time
of the day, temperature, external noises (traffic), internal noises (phones,
coughs), and type of space (meeting room, auditorium, outside). Finding
out ahead of time the different factors going into the setting allows a
speaker to adapt their speech appropriately. It is best to take into account
the way that the setting will affect audience attention and participation.
Voluntariness
Audiences are either voluntary, in which case they are genuinely
interested in what a presenter has to say, or involuntary, in which case
they are not inherently interested in the presentation. Knowing the
difference will assist in establishing how hard a speaker needs to work to
spark the interest of the audience. Involuntary audiences are notoriously
hard to generate and maintain interest in a topic (think about most
peoples attitudes toward training or mandatory meetings they would
prefer to not attend.)
Egocentrism
Most audience members are egocentric that is they are generally most
interested in things that directly affect them or their work space. An
effective speaker must be able to show their audience why the topic they
are speaking on should be important to them.
Benefits of Using Audience strategy can be defined as determining the important

the Audience characteristics of an audience in order to choose the best style, format
Strategy and information when communicating.
Having knowledge of a specific audience allows the sender to understand:
The social situation and context of the audience
Devise a strategy to adapt arguments to best suit an audience

Choose the appropriate mode of communication verbal/ non-
verbal etc
Choose the appropriate channel/medium of communication-

telephone, email, letter etc
Choose the best words, stories, tone, style and delivery that will
engage the audience
The result of investing effort in all this is that the chances of the
communication being successful drastically increase. Communication
though appears simple, involves a lot of factors and has a lot of steps
to it. As studied earlier in this chapter, there are many barriers to
effective communication. Understanding the target audience helps in
minimizing errors and equipping the sender with information to work
though the barriers.
Primary and Primary audience is the person people who are actually addressed in the
Secondary communication whereas the secondary audience is someone other than
Audience the intended receiver who will also advertently or inadvertently receive
the communication. Thus, primary audiences are those for whom the
communication is meant directly. Secondary, or hidden, audiences
include anyone who may indirectly receive the communication. These
include people who will:
Gate Keepers
Who receive the communication to pass it on to the primary audience
e.g. a secretary taking a phone message or receiving a letter on behalf of
the boss. Gatekeepers have the power to keep your message from even
your primary audience. The gatekeeper can be someone with power in
the company or can be the assistant who answers the phone or opens
the mail.
Hidden Audiences
Who receive the communication for information purposes, such as
lawyers, record-keeping staff etc.
Key Decision Makers

Who receive the communication to approve it and so on and so forth.
It is important to understand the role that the secondary audience will

play and build the communication in a manner such that the expectation
of both the audiences is optimally met.

Stakeholder A stakeholder analysis is a technique one can use to identify and assess
Analysis the importance of key people, groups of people, or institutions that may
significantly influence the success of ones communication. Stakeholder
analysis is usually used to understand the motivation and interest of
different members of the team to be able to devise a message which is
optimal.
The analysis is used to:
Identify people, groups, and institutions that will influence (either

positively or negatively);
Anticipate the kind of influence, positive or negative, these groups

will have
Develop strategies to get the most effective support possible for

ones communication and reduce any obstacles in order to ensure
successful implementation of the program.
A stakeholder analysis is just one step in a healthy audience analysis for

the success of the communication process. It provides a starting point,
by establishing which groups to work with and setting out an approach
so this can be achieved. In this way a stakeholder analysis also helps
communication initiators to assess the social environment in which
they will operate. In particular a stakeholder analysis is necessary when
one needs to:
Identify and define the characteristics of key stakeholders;
Draw out the interests of stakeholders in relation to the

communication;
Identify conflicts of interests between stakeholders, to help manage

such relationships during the course of the communication;
Identify relations between stakeholders that may enable coalitions

and cooperation;
Assess the capacity of different stakeholders and stakeholder groups

to participate;
Assess the appropriate type of participation by different stakeholders,

at successive stages of the communication cycle;
In order to conduct an effective stakeholder analysis three steps are

needed:
Step One: Identifying major stakeholder groups

Identify and list stakeholders. Often it is better to do this with the help
of a small group of people. Stakeholders can be individuals, groups,

communities, organizations, etc. Also breaking stakeholder groups
into smaller units (e.g. officer, manager, director) will often assist in
identifying important groups who may otherwise be overlooked.
Step Two: Determining interests, importance and influence

This step involves, drawing out key interests for each stakeholder group
in the initial list. Key questions could include:
What are the likely expectations of the communication by the

stakeholder?
What benefits are there likely to be for stakeholders?
What resources are the stakeholders likely to commit (or

avoidcommitting) to the communicator as a result of the
communication?
What other interests does the stakeholder have that may conflict with
the communication?
How does the stakeholder regard others on the list?
Next, assess the influence and importance of each stakeholder on

the communication. Influence refers to how powerful a stakeholder
is; importance refers to those stakeholders whose problems, needs
and interests coincide with the aims of the communication. If these
important stakeholders are not involved or assisted, then the
communication may not be successful.
Step Three: Establishing strategies for involvement

It is important to plan strategies for approaching and involving each
person or group. How to do this will usually depend on the results of
the previous analysis. How involved each stakeholder is will depend
on the appropriate type and level of participation. There is no need to
involve reluctant stakeholders, and stakeholders may change their level
of involvement as the process continues. Thus, communication should
be flexible and designed to grow. Where the stakeholder is a group rather
than an individual, you may need to decide whether all in the group
participate or only representatives of the group.
Importance of We have discussed earlier in this chapter what demographic factors are.
Demographics and It is conducive to establish the demographics while communicating
its Analysis with specific business audiences in order to understand various aspects
of their thought and life-style pattern. For example a motorcycle shop
with a focus on heavy duty racing motorcycles might define its target

customers as 22- to 30-year-old single males earning above PKR 75,000
a month. Another example could be the bank trying to target its new
product geared for university students and may define its target market
as 18-24 year-old college or university going males and females.
Demographics help decide how narrowly to define the target customer.

Business owners often make the mistake of defining their customer base
too broadly, making it very difficult to engage in effective marketing
efforts. The more carefully the target market is defined, the more likely
the communication efforts will bear fruit.
Establishing the demographics while communicating with specific

business audiences externally helps define a market niche. The term
niche refers to a relatively narrow or specialized market. In a crowded
marketplace, a niche serves the critical function of distinguishing one
from the competitors. Focusing on a niche can be an effective strategy
because it is often too difficult and costly to try to cater to very broad
audiences. Niches are usually defined as either operational or customer
focused.
Many a times in business communication the demographics of

the audience are a given factor rather than the sender choosing to
communicate with the audience of certain demographics. Analysing
the demographics becomes critical in those situations as they help us
understand how they will perceive the communication. For instance, you
may have a Board of Directors who may be very experienced and elderly
people. You will have to adapt your messaging to their demographics in
order to communicate successfully with them.
Intercultural Intercultural communication takes place when individuals influenced

Communication by different cultural communities interact. Interactions are most highly
intercultural when individuals group identities are most salient in
determining the values, prejudices, language, nonverbal behaviors, and
relational styles upon which those individuals draw. When individuals
from different cultural backgrounds become more intimate, their
interactions typically move along the continuum from more intercultural
to more interpersonal, though intercultural elements may always play a
role. For casual or business communication, sensitivity to intercultural
factors is key to success.
Culture directly affects the communication process in an international

business setting through seven variables LESCANT:
1. Language
2. Environmental and technological considerations

3. Social organization
4. Contextualizing and face-saving
5. Authority conception
6. Nonverbal communication behavior
7. Time conception
The seven LESCANT factors alone do not provide a thorough knowledge

of another culture. Moreover, these seven dimensions of culture are not
intended to represent the only cause of intercultural communication
difficulties. Being aware of these factors does, however, provide an
underlying foundation on which one can construct a framework for
understanding the business people from other cultures. In short, these
seven factors represent an approach for asking the right questions needed
to see the most significant cultural differences and similarities. The
answers to those questions vary according to the individual experiences
of those involved.
Language
Among the most often cited barriers to noise-free cross-cultural
business communication is the use of different languages. It is difficult
to underestimate the importance that an understanding of linguistic
differences plays in international business communication. Difficulties
with language fall basically into three categories:
Gross translation problems
The problems in conveying subtle distinctions from language to

language
Culturally-based variations among speakers of the same language
Gross translation errors, though frequent, may be less likely to cause

conflict between parties than other language difficulties for two
reasons.
First, they are generally the easiest language difficulty to detect. Many
gross translation errors are either ludicrous or make no sense at all. Only
those errors that continue to be logical in both the original meaning
and in the mistranslated version pose a serious concern. Nonetheless,
even when easily detected, gross translation errors waste time and wear
on the patience of the parties involved. Additionally, for some, such
errors imply a form of disrespect for the party into whose language the
message is translated.
Attitudes toward accents and dialects also create barriers in international

business communication. The view that a particular accent suggests

loyalty or familiarity to a nation or region is widespread in many
languages.
Finally, national prejudices and class distinctions are often reinforced

thorough sociolinguistics the social patterning of language. For
example, due to regional prejudice and racism certain accents may
be associated with urban areas, with rural regions, or race, and may
reinforce negative/ positive stereotypes regarding business ability.
Environment and Technology

The ways in which people use the resources available to them often
shifts drastically from culture to culture. Culturally-engrained biases
regarding the natural and technological environment can create
communication barriers. Most people are accustomed to ways of
looking at the environment and the use of technology particular to
their own culture. This, in turn, may make it difficult to accept or even
to understand those views held by other cultures.
Five major areas of attitudes toward a cultures physical characteristics

and natural resources are likely to result in cultural environmental
presuppositions. These are:
1. Climate
2. Topography
3. Population size
4. Population density
5. Relative availability of natural resources
More seriously, the failure of business people to modify their

communication to accommodate environmental differences often
derives from ethnocentric inflexibility toward culturally learned views
of technology. Generally, cultures may be divided into three approaches
toward technology: (1) control; (2) subjugation, and (3) harmonization. It
is important to note that cultures and sub-cultures exist within a nation
and that as businesses expand their geographic reach, they may be faced
with different cultural environment and context from city to city.
Social Organization
Social organization, as it affects the workplace, is often culturally
determined. One must take care not to assume that the view held in
ones own culture is universal on issues such as social organization,
nepotism and kinship ties, educational values, class structure and social
mobility, job status and economic stratification, religious ties, political
affiliation, gender differences, racism and other prejudices, attitudes
toward work, and recreational or work institutions.

Contextualizing and Face-Saving
Communication depends on the context in which the communication
is set. The more information sender and receiver share in common,
the higher the context of the communication and the less necessary to
communicate through words or gestures. Communication, then, can be
seen as being high or low in contexting.
A correlation exists between face-saving and contexting. Cultures with

high contexting are more concerned with face, which is, preserving
prestige or outward dignity. Low context cultures are less concerned
with face, since words are more likely to be taken without underlying
implied meaning. As a result, high context cultures tend to favor a
business communication an indirect approach and politeness; low
context cultures follow more of a confrontation strategy and use a direct
plan approach to business communication.
Authority Conception
Different cultures often view the distribution of authority in their
society differently. The view of authority in a given society affects
communication in the business environment significantly as it shapes
the view of how a message will be received, based on the relative status
or rank of the messages sender to its receiver.
Nonverbal Behavior
Among the most markedly varying dimensions of intercultural
communication is nonverbal behavior. Knowledge of a culture
conveyed through what a person says represents only a portion of what
that person has communicated. One of the most apparent differences
is the interpretation of dress. The message given by polished shoes,
for instance, could easily be lost on a culture in which sandals are the
standard footwear. Similarly, a womans decision to wear her best suit
would be lost in a culture in which no women wear business suits.
Time Conception
International business communication is also affected by cross-cultural
differences in temporal conception or the understanding of time. The
sentence Lets do it now may mean immediate action for some or
merely the approval that we will do it in future for others.
To conclude, as the business world grows diverse and integrated, the

peculiarities of communicating in different cultures must be grasped to
be able to communicate effectively.

Importance of Physically appearing in a meeting and communicating face-to-
Self-Appearance in face provides some benefits that cannot be achieved with other
Business Audience communication methods like letters, email, telephone and instant
messaging etc.
Physical meetings especially those with clients and between supervisor

and subordinate add a personal touch, build trust, minimize
misunderstandings and go a long way towards relationship building.
They also in many cases allow desired results to be obtained in less time
than the time it would take to do the same via emails back and forth,
telephone calls and voicemails.
The importance of self-appearance can be seen from the increase

in adoption of video conferencing systems to bring together people
physically separated by distances that make meeting in person difficult.
Face-to-face meetings make people commit time and arrive at decisions
more quickly.
Factors to Consider When speaking to a diverse audience the most important point to
when Speaking to remember is to be Positively Conscious, of who is in the audience and
a Diverse Audience understand how to make people feel included. The more people feel
included, the more they will listen to you.
1. Use words that include rather than exclude: While some women
dont mind being called ladies, in a professional setting, the word
women is more appropriate. Be positively conscious of pronouns
when discussing hypothetical cases. Using masculine examples only
may reflect gender bias.
2. Learn the demographics of the audience before your presentation,

and prepare
3. Do not assume everyone shares your religious beliefs.
4. Look at everyone in the audience and smile at them. Speakers can

have a tendency to visually relate to people who look more like them.
Assume everyone wants to be valued.
5. Do not use humor that puts down any particular group. If you are
not sure, get feedback from others.
6. Examine your assumptions about people who are different than you.
Be open to letting go of those assumptions.
7. Do not be afraid to ask for the correct pronunciation of someones

name. If someone has an accent and you cant understand them, ask

them to repeat what they said slowly; respect what they are saying is
important to you. The same person may consider that your speech
is accented.
8. Be comfortable with silence. In some cultures that can mean respect

and attention. Be comfortable with direct interaction. In some
cultures that can mean respect and attention. Be comfortable with
saying, I dont know.
You are encouraged to read more about this topic in reference books
and online search.
Information Businesses of today have many media-based communication methods to

Dissemination disseminate information to different target audiences. Depending upon
the nature of information different methods can be used.
For information which is to be disseminated publicly, the following

methods are popularly used:
Newsletters
Mass emails
Advertisements- TV, Radio, Newspaper, Billboards, Internet
Website announcement
Bulletin Board
Social Media website- Facebook, LinkedIn, Twitter etc
Road shows and exhibitions
Telemarketing
Seminars
Information which is to be shared in confidence is generally shared via

registered mail for example the bank shares the details of the customers
ATM pin via a letter couriered to the customer.
Companies have also started calling people to give them information.

The use of text messaging has become popular of providing information
for example banks sending text message to customers informing them
of their credit card due dates.
Companies also publish various reports for relevant audiences. An

example is the Annual Report of a public company sending financial
information to its shareholders.

References EzineArticles.com
referenceforbusiness.com/
wikihow.com/
businessknowhow.com/
evancarmichael.com/
speaking.pitt.edu/

Part Two
In This Part Chapter 1: Effective Writing
Writing
Memos
Connecting Devices
Business Letters
Business Fax
Business Email Format
How to organize and write a business report
Business Proposal
Business Progress Report
Type of language and level of formality in a business letter
Business Tone
Organizing presentations
Routine messages
References
Chapter 2: Reading
Business Reading
Skills used in Business Reading
The Stages of the Reading Process
Comprehension Skills
References
Chapter 3: Speaking
Effective Writing 47
Effective Interpersonal Skills
Ways to improve interpersonal skills
Business Meetings
Ten Ways to Increase Group Participation in Team Meetings
Essential Negotiating Skills in Business Communication
Oral Communication
Importance of using the correct tone, language and choice of words

when communicating orally
References
Chapter 4: Listening
Listening
Effective listening techniques
References
Chapter 5: Non-verbal communication
Non Verbal Communication
Paralanguage (tone of voice)
References

Part Two
Effective Writing
Chapter One
List the steps of the writing process
State the purpose of writing
Demonstrate the usage of grammatically correct English in

responding to written communication
Illustrate through an example subject/verb agreement with tenses
Illustrate the use of appropriate prepositions and conjunctions in a

memo
Illustrate the use of appropriate connecting devices in an e-mail
Organize an e-mail to the CFO of a company using the 7 Cs of

effective communication
Apply the use of phrases and idioms in writing
Provide a few example of specific business vocabulary
Compare the use of correct punctuation vs. incorrect punctuation
State the importance of editing, revising and proof-reading the write-

up
Illustrate through an example structuring the format of the following

documents, letters, memos, faxes, emails, proposals
List the different types of business letters
State the type of language and level of formality a business letter

should present
Identify the process of conducting primary and secondary research for

proposals and business report
Provide an example of how you plan, organize, and write a report
Deduce the essential components of a business proposal
Prepare a memorandum
Prepare a fax
Conceptualize how a presentation is organized
Discuss the importance of use of graphics and visual aids in

PowerPoint presentation
Demonstrate the use of correct tone, level of formality and avoiding

verbose language by writing an e-mail to client
Differenciate between persuasive and routine messages
Provide an example of a persuasive message
Discuss what is meant by negatives messages
Provide an example of a negative message
Demonstrate the use of active voice in a message written to a client
List and discuss the advantages of written communication
Writing Writing can be considered as a complex process which requires several

steps. As is the case with many students, they take writing to be a simple
process and hence start working on their research papers or compositions
at the last moment, hoping to produce an acceptable paper. This method
mostly fails but very few people know what to do instead. After all the
research papers or assignments have been submitted, students admit
that they should have started earlier, but few understand that each
stage of the writing process can be well defined and that there exist
specific strategies for each step.
Steps of the writing process

There are four primary steps in the writing process and each of these
steps is further separated into specific sub-divisions. Some of these steps
take place on paper while others take place in ones mind. A great deal
of writing involves thoroughly thinking our ideas through. Some of
these steps might involve discussion with other people. The four major
steps are:
1. Prewriting
2. Composing and first drafting
3. Continuing drafting, revising and editing
4. Final drafting
Prewriting
The first step of the writing process is Prewriting, where we must
decide what we want to write and what topics and details we want to

communicate. We need to be clear so that we thoroughly understand
what our topic entails before committing ourselves too deeply.
The primary task in Prewriting is to collect all relevant material for

the task at hand. We can use brainstorming, listing, and clustering
techniques to gather information. Many a times the information exists
in our own knowledge base already. After enough material has been
collected, we should begin thinking systematically about the information
and observations. After gathering information, it is recommended that
we take a break to let our subconscious go to work on what we have
discovered. Finally, go back to our prewriting material and attempt to
organize it into major and supporting points.
In summation, prewriting means:
Thinking
Deciding on the topic to write about
Considering who will read or listen to the written work
Brainstorming ideas about the subject
Listing places where information can be researched from, if required

and;
Conducting the research
Composing and First Drafting

Only after we have decided on what we need to write, we move on to
developing our first draft. When we are writing this draft, we need
to concentrate on the expression of the ideas and the content of the
subject in question. The first draft will include introduction, body, and
conclusion written in detail.
To sum, composing and first drafting mean:
Writing
Putting the information we researched into our own words
Writing sentences and paragraphs even if they are not perfect
Read what we have written and judge if it says what we mean
If need be, show it to others and ask for suggestions
Continuing Drafting, Revising and Editing

Revising - We must read over our writing and make sure that there are
no mistakes and the draft is in order.
Review higher-order concerns:
Clear communication of ideas
Organization of paper
Paragraph structure
Strong introduction and conclusion
Once our first draft has matured after review and any required changes
to the content have been considered, we must go back and rewrite that
draft; rearrange ideas, add details, and change the sentence structure, if
necessary. Reading our writing aloud and hearing ourselves speak the
ideas is often very useful.
Only after we are satisfied with the content of the subject, should we
edit for surface correctness. That is, only at that point should we look for
grammatical, spelling, and punctuation errors, as they are later-order
concerns. This does not mean that we should not correct such errors if
they come to our attention before; however, we should not go out of our
way to find these errors in our first draft. We must instead concentrate
on our organization and content.
Unskilled writers try to do too many things at once because they want
to write one draft and have the activity over with. Skilled writers know
that no matter how good they are, they will need at least two drafts
of anything before then can consider it finished. Skilled writers make
different editing passes looking for different errors during each pass. For
example, one pass might be to check for run-on sentences and other
sentence structure problems, another for spelling, another for precise
vocabulary.
To sum, revising means:
Making it better
Reading what we have written again
Thinking about what others said about it
Rearranging words or sentences
Removing or adding parts
Replacing overused or unclear words
Reading the writing aloud to be sure that it flows smoothly
Final Draft
You may or may not have the luxury of a typist who completes the final
draft, but even if you do, it is your responsibility to proofread the final

draft for any errors.
Proofreading Review later-order concerns:
Spelling
Punctuation
Sentence structure
Documentation style
It is important to realize that all of these steps are not mutually exclusive.
In practice, we will be moving backwards and forwards through these
steps as we revise our thoughts of what is important to the essay itself.
To sum, Final Draft or Proof- Reading means:
Making it correct
Ensuring every sentence is complete
Correcting spelling, capitalization, and punctuation
Changing words that are used incorrectly
Having someone check our work
Recopy it correctly and neatly, if need be
Publishing
This is also considered a step of the writing process by individuals.
Publishing is an individualistic term, which has different meanings to
people working on different types of content.
For example, bloggers need to upload, format, and post their piece of
completed work on a public medium. Students also need to produce a
final copy of their work in the correct format and additional content.
This often means adding a bibliography, ensuring that citations are
correct and adding details such as their student reference number. On
the other hand, journalists need to submit their completed piece (usually
called a copy) to an editor.
In business communication, where the written matter is generally in

the form of letters, printing it will be considered publishing, or emails
in which instance sending them will be considered publishing.
To sum, publishing means:
Sharing the finished product with the intended recipient
Reading your writing aloud to a group
Creating a book of your work
Putting your writing on display
To conclude, being aware of these steps helps us to understand the

writing process better and concentration on only one of these steps at a
time will help us to do a better job at each stage.
The Purpose of Writing

There are various reasons behind writing. Some write to persuade while
others write to communicate. Some use it to earn jobs some to express
their feelings.
In business communication writing is a very essential part of

communication. The purpose could be:
To provide information
To request information
To instruct
To inquire
To respond
To persuade
To negotiate and many others
The audience of the written communiqu can be within or outside the

organization. For any writing assignment, it is important to keep both
the audience and purpose in mind. It is a known fact that two elements
play a major part in the outcome of any writing assignment. As an
example, consider a product marketing officer whose main purpose is to
market a banking product. In order to market the product, the marketer
first considers the customers or audience which is most likely to purchase
that product. When this group of people (called the target market) is
identified, they can be targeted by developing marketing campaigns
accordingly to gain attention of the audience. (Detailed discussion on
audience analysis has taken place in the earlier chapter.) In this case,
their objective, which is to market a product, drives their writing. Hence,
it is important to consider why you are writing.
As mentioned earlier, for any type of writing knowing your purpose is a

must. It is important to keep the purpose in mind when youre writing
for a certain audience. In order to establish a purpose the writer would
ask him or herself the following question Why am I writing? Once a
writer is able to answer this question, it becomes easier to write.

Basics of Business Writing
Business writing is considered to be one of the simplest forms of
writing. It combines clear and direct language with practical, no-frills
conventions for formatting and organization. However, writing simply
is an art. Being able to articulate your ideas or message through written
form is not as easy even though business writing conventions and prior
sample communication does make this easier.
In this day and age of conversational e-mail and instant messages, written
communication has become very important. We are now writing a lot
more than we did previously. Traditionally business communication
consisted of letters, memos and reports etc. Written communication was
treated as the most formal means of communication. Now with emails
and instant messaging our use of written communication has increased
and is being substituted for other means of communication for example
instead of calling a person to tell him something, you text message him
or you write an email to a colleague or customer asking for time to meet
instead of speaking with him on the telephone.
An important thing to keep in mind in business communication is

that even if you are using written communication very frequently, the
message and all the other elements should not be compromised and
adequate thought should go into formulating the message, care must be
taken about grammar, punctuation, formatting etc so that the message
is respected by the receiver. It is important to remember that written
communication leaves a trail.
Role of Grammar in Effective Writing

As a receiver, sifting through poor grammar and fragmented sentences
is straining. It is important to write properly at all times. Grammar
includes not just the appropriate punctuation, but correct spelling as
well. Abbreviations of all kinds should be avoided as far as possible, in
business writing.
Importance of Correct Grammar and Spelling in Corporate

Communication
A message which is poorly punctuated and/or containing grammatical
errors is difficult to read and sometimes impossible to comprehend. If
the receiver has to go back and re-read a sentence several times because
they are not quite sure what it means, it may spoil his/her reading
experience and they are quite likely to misunderstand the point or even
give up on reading any further.
HR departments in good organizations emphasize on grammatically

sound writing. A candidate may well fit a job description based his
qualification and experience but a small grammatical error or a spelling
mistake may cost him that job. It is a fact that, for many employers, it
is a major put off when they receive a poorly written cover letter with
a job application. Those organizations who receive numerous resumes
every day may simply toss such applications away without taking it into
consideration. Therefore, there is a strong emphasis on grammar and
spelling for effective and clear communication.
How to Write
In the age of text speaks, many people throw grammar to the wind
when writing. However, in the corporate world grammatically incorrect
writing is regarded unprofessional. Employers still expect refined writing
for effective communication, especially texts from front-end employees
who write to clients. Learning to write with appropriate grammar may
not only play a vital role in career progression but it could provide an
edge over other employees and build strong professional image. Some
of the common mistakes in sentence structuring and their solutions are
discussed as follows. Please note that these are simplified examples to jog
your memory and refresh your concepts. For complete understanding
please refer to text books on business communication as per the reference
guide provided.
Sentence Fragments
The first step is to structure sentences properly. A sentence fragment is
an incomplete sentence that leaves out pertinent information. In fact, a
sentence fragment leaves a receiver with more questions than answers.
Furthermore, when a sentence fragment is read out loud, it sounds
incomplete. The remedy for this grammatical error is to extend the
structure of the sentence by adding explanation.
A proper English sentence contains a subject (noun) and a predicate (verb

plus the rest of the sentence). Leaving out either the subject or predicate
causes a sentence fragment, which means the sentence, is unfinished and
requires more information to complete an idea. The predicate should be
in coherence with the subject and sufficient enough for sentence clarity
and completeness.
Comma splices and run-on sentences

A comma splice occurs when a writer tries to join two independent
clauses (two subject-predicate patterns) such as She opened an account
and She got the cheque book with a comma. This is grammatically
incorrect. The Correct grammar is to use a coordinating conjunction
(and, but, or, etc.) or a semi-colon to convert two independent clauses
into one sentence.
For example: She opened an account and she got the cheque book.
She opened an account; she got the cheque book.

Nouns and pronouns
Nouns are often used generously in writing for example, Ahmed
offered the customer tea, but the customer declined, when simply it
can be written as Ahmed offered the customer tea, but he declined.
A writer can substitute a pronoun (she, he, it, they, who) for a noun to
avoid repeating him/herself. By using the proper match of nouns and
pronouns we can build clear and concise sentences.
We also need to watch for tricky pronouns, such as The customer was
so angry, they yelled. The pronoun they is plural, whereas the subject
customer is singular, hence the sentence is grammatically incorrect.
The correct sentence would be The customer was so angry that he
yelled.
For example: He and his supervisor is going for lunch is incorrect. The
correct sentence would be He and his supervisor are going for lunch.
When referring to a person generically, we use either he or she.

Popularly he is used.
Subject-verb agreement
Verbs and subject must match to avoid subject-verb disagreement. We
must be watchful for sentence construction that contain subject-verb
disagreements such as everyone have or neither of them are and
should be read everyone has and neither of them is. When the subject
of a sentence is singular, then the verb must be singular. Alternatively,
when the subject of a sentence is plural, then the verb must be plural.
Parallel sentences
The items in a series should be presented in a balanced form so that
they add to the readers understanding. A parallel sentence consists of
the same grammatical form throughout the sentence. For example the
sentence The teller manages cash receipt and to count cash involves
two different types of tenses. The correct grammar of the sentence
would be The teller manages cash receipt and counting.
Subject/verb agreement with tenses: An Illustration

Just as the oral encounter between people can affect the public
image of an organization for better or worse, the visual and written
communication that are seen by customer can also either promote or
damage the companys reputation.
A receiver-friendly writing style is simple, concise and clear that takes

care of the receivers needs and gets the message across. This kind of
writing reduces the chances of miscommunication. It also reduces
ambiguity and misunderstanding. Thus, an effective writing style is
important in workplace documents.
Subject verb agreement refers to the subject and verb of a sentence
matching in both quantity, as in singular or plural, and tense, as in past
or present. Thus, if a subject is singular, its verb must also be singular; if
a subject is plural, its verb must also be plural.
In present tenses, nouns and verbs form plurals in opposite ways::
Nouns ADD an s to the singular form BUT Verbs REMOVE an s from the
singular form.
The branch manager manages branch operations.
singular singular
The branch managers manage branch operations.
singular singular
Some of the subject-verb agreement rules are given below:
A phrase or clause between subject and verb does not change the
number of the subject.
The file of corporate clients stays with manager.
prepositional phrase
The verb stays agrees with the subject file, not with corporate clients
The branch managers who had to attend the meeting were late.
dependent clause
The verb were agrees with the subject branch managers, not with
meeting.
Indefinite pronouns as subjects
Singular indefinite pronoun subjects take singular verbs. Singular

words include: each, either, neither, one, no one, nobody, nothing,
anyone, anybody, anything, someone, somebody, something, everyone,
everybody, everything.
Each does a good deal of work around the office
singular singular

Plural indefinite pronoun subjects take plural verbs. Plural words
include: several, few, both, many
Both do a good deal of work around the office
plural plural
Some indefinite pronouns may be either singular or plural: with

uncountable nouns, use singular; with countable nouns, use plural.
Either Singular or Plural words include: some, any, none, all, most
Some of the money is kept in the vault.
singular singular
Money in this case is treated uncountable; therefore, the sentence has a

singular verb.
Some of the bank tellers sit on the first floor of the building.
Plural plural
Bank tellers are countable; therefore, the sentence has a plural verb.
Compound subjects joined by and are always plural.
The marketing department and sales team work together to increase

clientele.
Plural plural
With compound subjects joined by or/nor, the verb agrees with the
subject nearer to it.
Neither the bank nor the employees of the bank are responsible for
stolen cheque books.
Singular Plural plural
In the above example, the plural verb are agrees with the nearer subject
employees.
Neither the employees nor the bank is responsible for stolen cheque
books.
plural singular singular
In this example, the singular verb is agrees with the nearer subject
bank.
There is only one cheque book left at the branch.

(There are only 10 cheque books left)
singular singular plural plural
How are the companies taking the bad news?
plural plural
Inverted Subjects must agree with the verb.
Collective Nouns (group, department, jury, crowd, team, etc.) may

be singular or plural, depending on meaning.
The board of the bank has decided to lay off the sales team.
singular singular
In this example, the board is acting as one unit; therefore, the verb is
singular.
The board members of the bank have decided to lay off the sales
team.
plural plural
In this example, the board members are acting as different individuals;

therefore, the verb is plural.
Titles of single entities (books, organizations, countries, etc.) are

always singular.
The Grapes of Warn Takes a long time to read
Singular Singular
Plural form subjects
Plural form subjects with a singular meaning take a singular verb.(e.g.

news, measles, mumps, physics, etc.)
The news on dollar appreciation is quite alarming
singular singular

Plural form subjects with singular or plural meaning take a singular or
plural verb, depending on meaning.(e.g. politics, economics, etc.)
Politics is an interesting subject
Singular Singular
In this example, politics is a single topic; therefore, the sentence has a

singular verb.
The Politics of the situation were complicated
Singular Singular
In this example, politics refers to the many aspects of the situation;

therefore, the sentence has a plural verb.
Plural form subjects with a plural meaning take a plural verb. (e.g.
Assets, ATMs
The cheque books are kept in a drawer.
plural plural
The set of cheque books is kept in a drawer.
singular singular
In this example, the subject of the sentence is set; therefore, the verb must
agree with it. (Because cheque books is the object of the preposition,
cheque books does not affect the number of the verb.)
The smallest financial sector in Pakistan is the lending

institutions.
singular singular
With subject and subjective complement of different number, the

verb always agrees with the subject.
Lending institutions are the smallest sector in Pakistan.
plural plural
With one of those ________ who, use a plural verb.
XYZ banks is one of those few banks that offer premier banking
solution to its customers
Singular verb
The above example implies that others besides XYZ bank also offer
premier banking solution to their customers. Therefore, the plural verb
is the correct form to use.
With the only one of those ________who, use a singular verb.
XYZ bank is the only one of the commercial banks that offers premier
banking solution to its customers
Singular verb
The above example implies that no one else except for XYZ bank that
offers premier banking solution. Therefore, the singular verb is the
correct for to use.
With the number of _______, use a singular verb.
The number of commercial banks grows with the economic stability
Singular verb
With a number of _______, use a plural verb.
A number of customers use ATM cards more than cheque books
plural verb
With every ______ and many a ________, use a singular verb.
Every individual and organizations participates in social activities
Singular verb
Many a bank offers ATM services across the country
Singular verb

Memos Before conference calls and e-mails, the memo was one of the most
important documents inside of a business office. Even with the advent
of e-mails, the popularity of the memo has not diminished. Memos
remain a vital part of office communications.
Memo is short for memorandum. Memorandum is a Latin word

that means to be remembered. Simply put, a memo is a document
containing information that should be remembered. The purpose of a
memo is to inform, and it is generally served to a group of people at
one time. The content of a memo ranges from key speaking points in
a meeting to sharing knowledge about a future project to reminders of
company policy.
A memo is most often sent from manager to a subordinate. In some

cases, it can be from subordinate to manager as well. For this reason, an
office memo is generally formal. It may address specific individuals; but
usually it focuses on groups and corporate.
Types of Memos
Its hard to group memos into types because the type of content varies,
but there are several broad classifications of memos.
1. The first type of memo is the directive memo. The directive memo
serves to tell the reader to follow a certain procedure.
2. The second type of memo is the response memo. This type of memo
is generally an answer to a preceding memo (often a directive).
3. The third type of memo is a report, which explains the progress of a

certain project.
4. The fourth, and final, type of memo is a persuasive memo. The

persuasive memo is a popular type that seeks to encourage the reader
to engage in specific project or activity.
Prepositions and Conjunctions in a Memo

Preposition is a word (one of the parts of speech and a member of a closed
word class) that shows the relationship between a noun or pronoun and
other words in a sentence.
The combination of a preposition and a noun phrase is called a

prepositional phrase. A word group (such as in front of or on top of)
that functions like a simple, one-word preposition is called a complex
preposition.
Prepositions convey the following relationships: agency (by); comparison

(like, as); direction (to, toward, through); place (at, by, on); possession
(of); purpose (for); source (from, out of); and time (at, before, on).
Conjunctions are the part of speech or (word class) that serves to connect
words, phrases, clauses, or sentences. The common conjunctions- and,
but, for, or, nor, yet, and so- join the elements of a coordinate structure.
Conjunctions make our writing (or speech) flow. Text which flows
appeals to an audience, be it readers or listeners, far more than text
which is abrupt and disjointed. We run the risk of being misunderstood
when the connection (or relationship) between our ideas or thoughts is
not clear. Conjunctions make this connection.
Some examples of conjunctions in different types of sentences

Use but to express a contrasting idea
Home-based business owners usually enjoy their work, but they can
become the victims of burnout.
Use and to show an addition

Your thoughts and reactions to events can influence your health.
Use or to indicate a choice

Akram copes with stress by meditating or by making jokes about difficult
situations.
Use nor to make a second choice negative

Aisha and Tanya did not agree on the topics for the stress management
workshop, nor did they agree on the speakers.
Subordinate Conjunctions are used when one idea in a sentence is

dependent upon another idea. For example:
To indicate concession (i.e. although, even if, though)

Though some of the volunteers never showed, we still packed a great
number of boxes.
To show cause (i.e. now that, because, as, since)

He was terminated because of his excessive absenteeism.
To express a condition (i.e. if only, provided that, except that, unless)

The whole project will be delayed unless that shipment arrives today.
To indicate purpose (i.e. in order that, so that)

He called in a replacement so that she could go home and get some
rest.
To fix a time (i.e. as long as, ever since, until, after, when, now that,
before)
Ever since we installed that new software, tracking our shipments is
easier.

Connecting Devices Connecting devices in language are the linking words that help organize
what needs to be said about a subject. They help in carrying over from
one sentence to the next, one paragraph to the next, such that there is
continuity in the flow of ideas which makes it easier for us to understand
the text.
Using the right linking words, we can articulate our ideas and present
them through a flowing narration that supports a clear and persuasive
argument.
Following is the list of connecting devices:
Addition: Also, again, furthermore, further, moreover, what is more,

then, in addition, besides, above all, too, as well (as)
Comparison: Equally, likewise, similarly, similar to, correspondingly,

in the same way, in a like manner
Summation: in conclusion, to conclude, to sum up, in brief, briefly,

to summaries, altogether, overall, to make the long story long, for all
that, all in all, all things considered, generally, on the whole
Result: so, therefore, as a result, as a consequence, accordingly,

consequently, now, then, because of this, thus, hence, for this reason,
due to, owing to, that implies
Contrast: however, nevertheless, only, still, while, (al)though, yet, in

any case, is spite of, despite that, after all, on the other hand, even
if, unlike, different from, in contrast, conversely, (on the) contrary,
instead
Explanation: in other words, such as, to clarify, for instance, to

explain, to illustrate, for example, to put it (more) simply
Opinion: in my opinion, to/from my way of thinking, in my view, to

me, I believe, I think, I agree, I guess, I hope, I imagine, I suppose,
seemingly, possibly, perhaps, maybe, probably, certainly, almost,
doubtless, definitely, it seems to me that, it appears that, to my
mind
Why emails need to be written differently

Compared to texts in books and essays, email text is written and read
differently and serves an entirely different function. The audience of
an email in business, except for newsletters and announcements, is
generally small ranging from one recipient to a few.
The useful life of emails is limited as compared to text books since
emails are mostly deleted or filed away after being read.
Additionally, business emails are not read or written for leisure. Business
executives and management often have to read, write and respond to
numerous emails every day. Hence, emails need to convey their message
very clearly and concisely.
Using Connecting Devices in Emails

Business emails are mostly related to administrative, operational
and managerial tasks, decisions and issues at work hence the use of
connecting devices in emails is also different.
Example
An email from a project manager to a client after the client approved the
companys quotations to deliver a service.
Dear Shahana,
Hope you are keeping well. Further to your approval of

our quotations regarding the supply and installation of
new servers for your network, Im writing to give you
an update on the project.
Firstly, well be pre-configuring your server and other

equipment in our office following which it will be set
up at your premises. The parts you have ordered are
currently low in stock; consequently we are expecting a
slight delay in the project. Hopefully we will receive the
equipment by the middle of this week and we can carry
out the project this week. In any case, well definitely
get it done by next weekend.
As suggested at our sales meeting, I shall be requiring

some of your time to discuss the project plan with
you. While well make our best effort to project you an
excellent technical service and project management,
undeniably we believe that it is the customers who best
understand their requirements which we strive to fulfill.
To this end, could we book a meeting in the next 2 days
to go over the project plan? Since Mahwish is your
internal IT person, I would also request her presence
in the meeting.

Furthermore, if you have any specific concerns or
requirements you wish to discuss about the work, please
do not hesitate to contact me.
We look forward to working with you.
Kind regards,
Rehan Ahmed
The 7Cs of Effective Communication

Effective communication means constructing our message in a manner
that the recipient is able to understand the message and can respond
with similar clarity. The cycle of smooth communication happens only
when the message we relay is literally and technically Correct, Concise
and Clear enough to be easily understood, Complete with factual and
Concrete information, and is Considerate and Courteous to the one
receiving it. These 7 Cs combined have proved to be effective in both
oral and written communication.
1. Correctness
In written communication, correctness refers to using appropriate
grammar, punctuation and spelling. Instead of fluff words, we are
required to use only the most necessary phrases to convey the message.
2. Conciseness
Conciseness means keeping the message as brief as possible, yet having
it contain all the necessary information. A lengthy message may
contain flowery words and repetition of content but may lack required
information hence leading the reader nowhere. We need to ensure that,
as a sender, our message is precise and comprehensible. The message
must be well-organized and logically arranged to ensure that only
important facts are included.
3. Clarity
Clarity means that the message should be clear along with being
complete and concise. For clarity in the message, we need to ensure that
we use the right level of language. We should avoid using complex words
that are hard to understand. We need to use simple and familiar words,
correct sentence structure and appropriate punctuation in our emails
to lead the reader in the intended direction. Messages lacking clarity are
confusing and generally misleading.
4. Completeness
A complete message contains information readers need in order to
understand the message immediately. If the writer or sender can
anticipate the receivers possible questions, he is more likely to elicit
meaningful feedback. When answering questions, the sender should
address them appropriately and in the sequence in which they were
asked. If possible, add additional useful information as long as it is
relevant to the message.
5. Concreteness
For concreteness in the message, we should avoid using sentences or
ideas that are vague or ambiguous and add information that has a
solid ground. We should use specific and measurable facts and figures
instead of words that are inexact or immeasurable, such as few, big
and soon.
6. Consideration
In order to have an effective communication, we need to be empathetic
or considerate about the reader. We always have to keep the readers
ability to understand the message our priority while constructing
the message hence we should deliver clear messages which are honest
truthful and do not mislead the reader in wrong direction. We need to
structure our message in a manner that the target audience understands
and is able to comprehend the message without any difficulty.
7. Courtesy
A courteous writer is not only concerned about his/ her own agenda, but
also with the other persons feelings. Being courteous does not refer to
being polite or prompt in responding to emails, but it also means being
respectful to the recipient. In sending messages, we must avoid sarcasm,
inappropriate use of language or offensive tone.
Writing Effective Emails using 7Cs of Communication

While composing a message, we should consider some simple rules to
ensure that our emails are taken positively, and get us the response we
need. The rules we need to follow are explained below:
Treat subject lines as headlines

A newspaper headline has two functions: it grabs attention, and it tells
what the article is about. It helps you in deciding if you want to read
further. Email subject lines are similar to newspaper headlines; they are
to grab attention and give an insight of the context of email. We need to
use a few well-chosen words, so that the recipient knows at a glance what
the email is about.
If the message is one of a regular series of emails, such as a weekly

project report, we include the date in the subject line. And for a message

that needs a response, we might want to include a call to action, such
as Please reply by November 7. One must try not to leave subject line
empty. It might be overlooked, ignored or considered spam.
Example of poorly constructed email
Subject: Meeting
Dear Sir,
I wanted to remind you about the meeting we have

scheduled next week. Kindly let me know if you have
any questions.
Best wishes,
Ali
This email is an example of poor communication for several reasons.

It lacks Clarity and Completeness as it does not contain any
information about the meeting. If the CFOs calendar is marked with
several meetings, he might not be able to figure out which meeting Ali
is referring to.
The message also lacks Concreteness as it appears to be more of a

friendly reminder and the essential details are missing.
Example of well- constructed email
Subject: Reminder of 10a.m. Meeting Scheduled for Oct

5th on PASS Process
Dear Sir,
I just wanted to remind you about the meeting we have

scheduled for Monday, October 5, at 10:00am. Its being
held in conference room A, and well be discussing the
new PASS Process.
If you have any questions, feel free to get in touch

(x3024).
Regards,
Siraj
The subject line is specific yet complete. The reader may not even open
the email and get most of the relevant information. The concise nature
of the subject line serves the purpose of reminder. Every time the reader
glances at his saved emails, he will be reminded about the meeting.
Make One Point per Email
One of the advantages of an email compared with traditional letters is
that it does not cost any money. Therefore if we need to communicate
with the CFO or any other personnel about multiple issues, we should
draft a separate email on each subject. This way, the correspondent can
address each issue individually and in the appropriate time frame.
By writing separate messages, we can expect clear and concise answers. If

we do want to include several points in an email - perhaps because they
relate to the same project we must present each point as a separate
bullet or in numbered paragraph. The email will appear to be more
clear, concrete and concise increasing the likelihood that each point will
be addressed.
Example of poorly constructed email
Subject: Revisions for Sales Report
Dear Rukhsana,
I read through your email and feel that you need more
specific information regarding our sales figures in
Chapter 2. The report has been sent to the Accounting
Team, for making changes to the Return Inwards
figure.
Also, I wanted to let you know that I have scheduled

a meeting with the PR department for this Friday,
regarding the new ad campaign. It is at 11:00 and will
be held in the small conference room.
Please let me know if you can make it that time.
Thanks.
Sarah
Sarah has an appropriate subject line and she is also clear on the changes
that will be incorporated in the report. However, the second paragraph
about the meeting is very important yet she has incorporated it into the
same email instead of addressing it separately. If the CFO does not put
it straight in her calendar, she may have to make a mental note that the
meeting details were in the email titled Revisions for Sales Report.
Combining those two important communications has reduced the

completeness of either of the message and increased the chance that
either the meeting or the revisions will be forgotten. Lets look at how

she could have done it better:
Example of well-constructed email
Subject: Revisions for Sales Report
Dear Rukhsana,
I read through your email and feel that you need more
specific information regarding our sales figures in
Chapter 2. The report has been sent to the Accounting
Team, for making changes to the Return Inwards
figure.
Regards,
Sarah
AND
Subject: Friday 10/9, 11am Meeting w/PR Dept
Dear Rukhsana,
I wanted to let you know that Ive scheduled a meeting

with the PR department for this Friday, 10/9, regarding
the new ad campaign.
Its at 11:00am, and will be in the small conference

room. Please let me know if you will have time in your
schedule to attend.
Thanks.
Sarah
Use End of Message (EOM) Headlines

When we have a short message to convey, we can use the EOM, or End
of Message, technique. This is only possible when we can manage to
include the complete information in the subject line, followed by the
letters EOM. This allows the recipient to have a look at the subject
line and get the complete information without opening the email. The
subject line serves as a message.
Example
Subject: 10/5 Meeting, 10am, Conf. Rm. A, On PASS
Procedure EOM
Enquiry letter to the CFO using 7Cs of

Communication
Subject: Information required Audited financial

statements and projections
April 4, 2011
Mr. M.A. Shaikh
Chief Financial Officer
XYZ Corporation (Pvt.) Ltd
Head office, Port Qasim
Karachi, Pakistan
Dear Mr. Shaikh,
As the financial year has drawn to a close we would

like you to share with us an audited copy of XYZ
Corporations financial statements for the year ended
December 31, 2010.
We have also received a request from your office for an

increase in the credit line extended to XYZ by the bank.
For this purpose we would require you to share with us
the financial projections for the next two quarters.
Look forward to receiving the information from you.
Sincerely,
Ali Khan
Relationship Manager
Head office, XYZ Bank
Karachi, Pakistan
Use of Phrases and Idioms in Writing

An idiom is a form of expression (or of grammatical usage) peculiar to
a particular language and often has a meaning other than the literal
one that it appears to have. For example, as deaf as a post, and to blow
ones top (to get angry). Mastery of any language demands fluent use of
idioms and idioms can be learnt and understood over time. Phrases are
simply groups of words having some kind of conceptual adhesion; by
some definitions, even clauses are phrases. They too can be any part of
speech.

Idioms and phrases should be used in all kinds of writing and speaking.
There is no restriction on the use of idioms and phrases only to spoken
form. However, it depends on the idiom or phrase and its appropriateness
for the context. Some idioms are distinctly informal however they should
not be considered part of slang language.
Given below is a selection of the idiomatic expressions that include the

word head:
heads I win, tails you lose; (Deception practiced by the shrewd);
to have a head on ones shoulders; (to be a sensible person);
to lose ones head; (to get angry);
to make neither head nor tail of it; (unable to understand) ;
over head and ears; (completely);
to come to a head (bring a situation to a head);
to laugh your head off; (laugh loudly);
to hit the nail on the head; (to accurately explain the truth to do
the right);
to keep ones head (keep calm).
Idioms have arisen from a multitude of human activities and occupations;

from the accumulated experience of generation after generation, until
this very moment and, they continue to multiply. The vocabulary of a
language grows continually with new developments in knowledge. New
ideas need new labels to name them. Without new labels, communication
of these new ideas would be impossible. Many new words come from the
English jargon of special subjects such as computer sciences, sociology,
advertising, politics and economics.
For example, the field of industrial relations has given new meaning to
the verbs walkout, lock out, sit in, and go slow. The noun forms walkout,
lock-out, sit-in and go-slow are used almost exclusively in this context.
The word hard, as used in hard copy, for example, has taken on the
specialized meaning readable by the eye; in other words, it is not only a
machine-readable output as on magnetic tape.
Another popular shortcut joins words together to form one adjective

instead of a long phrase. Here are a few typical ones: a round- the-clock
service instead of a service which is offered around the clock (i.e., for 24
hours a day), low-income group, and a non-profit organization.
It is important to realize that idioms are not only colloquial expressions,

as many people believe. Idioms make a language more interesting and
vibrant. Mastering idioms means we use and understand the language
as good as a native speaker would. It is important to know that the tough
part about mastering idioms is that all individual words in a phrase may
not help us understand the meaning of the phrase.
Business Business vocabulary is a set of words that are commonly used in business
Vocabulary and workplace communication. Business vocabulary includes general
business terminologies as well as numerous trade specific words which
are relevant to specific industries.
Business vocabulary of an individual usually develops with experience

in a specific business environment, and becomes a fundamental tool to
convey and comprehend information.
Examples of Business Vocabulary

Non-Industry Specific Words
Deadline, appointment, subsidiary, turnover, subcontracting, work out,

overspend, close the deal, quote, invoice, non-disclosure agreement,
terms of use
Computer Industry
Adware, application, browser, crash, bug, driver, firewall, login, sign up,
virus, log-in, password, vt, Trojan, spyware, GUI
Recruitment
Fringe benefits, make redundant, hire, fire, curriculum vitae, prospects,

vacancy, strength, promotion, and maternity leave
Finance
Budget, securities, debt, exchange rate, interest, petty cash, balance

sheet, invest, refund, withdraw, lend
Punctuation and its Importance

Punctuation marks are symbols in written language, such as period,
comma and parentheses, which are used to give a structure to written
text by separating sentences and their elements and to clarify meaning.
Most languages make use of punctuation, some more than others. In

English, punctuation is very important for any written text to have a
clear meaning. Below are some examples of use of correct punctuation
in different ways with the same text but very different meanings.

Example 1
Panda eats, shoots and leaves and Panda eats: shoots and leaves have
very different meanings.
Example 2
King Charles walked and talked half an hour after his head was cut off
has a very different meaning from King Charles walked and talked;
half an hour after, his head was cut off.
What is Correct Punctuation?

Correct punctuation is the use of punctuation marks in accordance with
the punctuation rules of the language. This means following the below
rules;
Use punctuation marks where they are needed
Use correct punctuation marks in the correct places
Important punctuation marks

Apostrophe and the question mark: The apostrophe is used to show
that letters have been left out. These are called contractions. It is
also used to show possession while the question mark, as the name
suggests, only indicates a question.
Capital letters: These occur at the beginning of a sentence, at the

beginning of a proper noun or headlines. Some acronyms also
require capital letters. The pronoun i is always used in capital.
A title of a person such as Mr., Mrs. Are also always written in
capital of days, months
Tenses: There are the past, present and future tenses.
Comma: This marks a natural pause during a sentence. It is only a

short pause, and should not be confused with the longer full stop
pause. Commas are essential to make the meaning of a sentence clear
to the reader. Use commas in a list, to separate adjectives (describing
words), to separate parts of a long sentence which contains but or
and etc.
The colon can be used to: introduce a list of things, introduce

something which is written in quotation marks
Full stops end a sentence when it is a statement. (Remember, a

sentence makes sense. You take a long pause at the end of a sentence.
This long pause means that you need a full stop.) A full stop also
indicates an abbreviation, unless first and last letters are shown.
Importance of Editing, Revising and Proof-reading the Write-up
Producing a finished text or write-up may it be a short email or status
report, goes through a series of steps which includes thinking, drafting,
revising, editing and proof reading. Once the write-up is ready and
completed we need to ensure appropriate editing, revising and proof
reading to avoid errors and mistakes.
These three steps can be performed in any order since all of them are
equally important and contribute towards the quality of a finished text.
Revising
Revising is the process of reading and changing with the intention of
improving or correcting. Revising is different from editing. Some of us
may approach both the tasks simultaneously but it is not considered a
good practice.
The task of revising focuses on three key characteristics of the written

text content, organization, and style.
Content
When revising and assessing the content of the text, we look at the theme
of the text along with the individual points made in writing and the
elements other than paragraph text such as lists, graphics, flow charts
etc.
Organization
Organization of writing refers to the arrangement of various elements
of text such as sections, sub sections, graphics, paragraphs or even
sentences.
Style
Revising to assess the style of writing is to see if the style of writing is
appropriate for the type of writing and the audience it is being presented
to. The situation, purpose, audience and occasion should guide the style
of writing.
Importance of Revising
Good revision skills are very important and have extensive benefits
especially if we are responsible to prepare business or management
reports and draft formal emails. It is one of the most creative parts of
the writing process that allows us to examine the content, organization
and style of our writing.
Initial drafts are hardly mature presentable texts. Multiple revisions are
helpful in improving the text of the drafts. Regardless of how clear we
are on the content of the report, how quickly we can type or how good
our writing style is, revising will always allow us to discover areas that
need improvement. Revising also helps in ensuring that all the necessary

points have been covered and the content is appropriate well organized
and the style of writing is appropriate for the audience and occasion it
is written for.
Editing
Editing is the step that polishes the written text. This is different from
revising which focuses on content, organization and style. Editing
mainly involves two kinds of changes.
Fixing errors in grammar, spelling, mechanics, punctuation and

formatting.
Improving the way the ideas are expressed by changing words,

sentences or the way they are organized to make the writing clearer,
more vibrant and exciting.
Importance of Editing
For any text in a business environment to appear credible and
professional, it must express the ideas of the writer in a clear and
effective way and must be free of grammatical, spelling, punctuation
and formatting mistakes.
Editing is not only about finding typographical errors but it also helps
the writer to put his/her ideas or a certain perspective across to the
reader by writing a clear, cohesive text. It ensures the text will have the
desired effect on the reader whether it is to educate them or influence
their opinions in a certain way. Without editing, only few written pieces
would achieve these objectives.
Proof Reading
Proof reading refers to the final read through of a text for errors of
any type especially for spelling, spacing, duplication, omission and
formatting problems.
Importance of Proof Reading

Forgetting to proofread work is to allow errors to remain in the finished
work and consequently looking unprofessional. Organizations heavily
emphasize on proof reading reports and emails before sending them
out; especially those pertaining to clients and suppliers. Spelling a word
as some other word, wrong punctuation that may change the meaning
of the sentence and poor formatting and organization of sub sections
using headings and indentation can cause major problems such as losing
a customer. This is why proof reading is essential.
Business Letters Business letter is an old form of official correspondence written by an

individual to an organization or an organization to another organization.
Business letters are written for various purposes. One writes a letter to
enquire information, apply for a job, acknowledge someones work, and
appreciate ones job done, etc.
As the motive of writing the letter is different, the style of the letter
changes and you get different types of business letters. The various types
of business letters are used by different people to serve their purpose of
sending the message across.
Lets take look at the most common types of business letters:
Cover Letter
When you are applying for a position, write a cover letter to accompany
your resume. Use this as your opportunity to explain something that is
not apparent on your resume and to express why you want to work for
that specific company.
Acknowledgement Letter
This type of letter is written when you want to acknowledge someone
for his help or support. The letter can be used to just say thank you for
something you may have received from someone as well.
Apology Letter
An apology letter is written for a failure in delivering the desired results.
If the person has taken up a task and he fails to meet the target then he
apologizes and asks for an opportunity to improve, in this type of letter.
It can also be if the person has made a mistake.
Appreciation Letter
An appreciation letter is written to appreciate some ones work in the
organization. This type of letter is written by a superior to his junior. An
organization can also write an appreciation letter to other organization,
thanking the client for doing business with them.
Complaint Letter
A complaint letter is written to show one that an error has occurred and
that needs to be corrected as soon as possible. The letter can be used as
a document that was used for warning the reader. For example, you may
write, I was told when I placed my order that I would receive the item
in six to eight weeks. Currently, it has been 12 weeks since I placed the
order and I have yet to receive the item or receive any communication
from your company regarding my orders status.
Inquiry Letter
The letter of inquiry is written to inquire about a product or service. If
you have ordered a product and yet not received it then you can write a
letter to inquire when you will be receiving it.

Order Letter
This letter is as the name suggests is used for ordering products. This
letter can be used as a legal document to show the transaction between
the customer and vendor.
Letter of Recommendation
This type of letter is written to recommend a person for a job position.
The letter states the positive aspects of the applicants personality and how
he/she would be an asset for the organization. Letter of recommendation
is even used for promoting a person in the organization.
Resignation Letter
This is written, if you decide to leave your current position. Your human
resources department may require this so there is written documentation
about the specifics of your departure. Even if it is not a requirement at
your place of work, writing an official resignation letter is a respectful
and professional course of action.
Account Terms and Conditions

When a new customer opens an account it is essential to inform them of
account terms and conditions.
Components of a business letter

The main components of the business letters are:
1. Return Address
The return address, which is the address of the sender, should come
first. (Return address is not required to be typed if the sender is using
letter headed paper). The return address should be positioned:
On the left-hand side in case of full block format
On the right-hand side (tab across, rather than right-aligning) in

case of modified block format
2. The Date
Directly beneath the return address, we put the date on which the letter
was written. To avoid any confusion, especially if you are writing to a
business abroad, it is best to put the date in word rather than number
form (Example: 30th July, 2011).
The date should be positioned on the left-hand side in either of the

format. It is a standard practice to include date on which the letter is
written. Correspondence is often filed in date order. It makes it easier for
the recipient to send a timely reply and easier for the sender to follow up
for an answer if necessary.
3. Reference Line
We may include a reference line, starting with Re: This is often used
when corresponding with large companies, or when applying for a job.
The reference line can either appear beneath the date or beneath the
recipients address. The reference line should be left-aligned for both full
and modified block formats.
We should use reference line if the recipient has requested specific

information, such as a job number or invoice number, or if we are
replying to a letter. The reference line as with the subject line in the
email provides the recipient with an idea of the contents of the letter.
It should thus be chosen with care. Generally either a reference or a
subject line is used.
4. Recipients Name and Address

The recipients name and address is positioned on the left-hand side for
both formats. We need to put the name and address of the person we
are writing to, just as it would appear on the envelope. If we are using a
window envelope, this should be aligned on the page to show through
the window but even if it is not visible until the letter is opened, it should
still be included.
5. The Greeting
After the recipients address, we leave a lines space and add a greeting
for instance Dear Mr. Alavi or Dear Manager or Dear Sir/Madam
as appropriate, followed by a colon or a comma.
The greeting, sometimes called the salutation, should always be left-

aligned. Business letters are a formal type of writing, and its considered
polite to start with a greeting.
6. The Subject
We have an option to include a subject for the letter. It has now become
a common practice to add subject to the letter, perhaps as people have
become used to the subject lines of emails. If you do put a subject line, it
should be in title case, right after greeting or salutation.
The subject (if we choose to include one) should be left-aligned for full
block format, but can be either left aligned or centered for modified
block format. It is preferred to include a subject so that the recipient can
figure at a glance what the letter is about.
7. The Body or the Message

The text of the body should include:
Single-spacing between lines
A blank line (NOT an indent) before each new paragraph

In corporate environment, it is a standard practice to put a blank line
between paragraphs. This helps to break up the text on the page and
make it more readable. The construction and structure of text has been
discussed in the previous topics.
8. The Closing
After the body of text, the letter should end with an appropriate closing
phrase and a comma. The safest option is Yours faithfully (when you
dont know the name of the person to whom you are writing, i.e. when
you begin with Dear Sir/Madam. If we are already acquainted with the
recipient, it may be appropriate to use a phrase such as Best regards,
With warmest regards, Yours Sincerely or Kind regards.
The closing should be:
Left-aligned for full block format
On the right (tab across so it matches up with your address) for

modified block format
9. Name and Signature

After adding multiple blank we type our name. We can optionally put
our job title and company name on next line. The name and signature
should be:
Left-aligned for full block format
On the right (tab across so it matches up with your address) for

modified block format
The blank space above the name is left for the signature. This provides
evidence that the letter is from the person whose name is typed at the
bottom. Sometimes, another person may sign the letter on senders
behalf. If this is the case, he/she should put the letters p.p. before the
senders name, which stands for the Latin per procurationem meaning
by agency.
Example of Business Letters
Sales letter
XYZ Bank
Main Branch, Clifton
Karachi, Pakistan
March 10, 2011
Tanya Rashid.
3489 Greene Ave.
Islamabad, Pakistan
Dear Ms. Rashid,
We are pleased to inform you that we have launched

XYZ Visa Credit Card. You can now travel, dine and
shop as and when you desire using the XYZ Visa Credit
Card.
The bank values the relationship it has with you since

the last 8 years and would like to offer you the card
without any membership fee and a waiver of annual
fee for the first two years. You can apply by filling out
an application form available at all of our branches
throughout the country.
XYZ Bank aims at providing premier banking services

to its customers. For us your convenience comes first.
Need there be any query, please feel free to contact us

at 111-00-001.
Sincerely,
(Signature here)
Rashid Burhan
Customer Relationship Manager

Account Terms and Conditions
Dear Customer,
We are pleased to inform you that your savings account

with XYZ bank is now operational. XYZ Bank is one of
the pioneers in commercial banking and ensures timely
and consistent return on your saving account.
The saving account shall be governed by the terms and

conditions as per the booklet enclosed. To ensure safety
and prevent fraud and forgery, you are required to
observe the following practices:
1. Please take responsibility of your cheque book,

electronic cards and e-banking password and keep
them in safe custody.
2. When issuing a cheque provide a single signature on

the front of the cheque. Avoid signing more than once
on the cheque.
3. Review and reconcile your bank account statement

regularly.
4. Never disclose your account title and account number,

and username and passwords in case of e-banking and
electronic cards to any other person, unnecessarily.
5. Upon deposit of funds in the account please ensure

that you receive the deposit slip duly signed and stamped
by the teller to ensure smooth transfer of funds.
For further assistance please contact us at our 24-hour

helpline 111-00-001.
Thank you for considering XYZ Bank as your preferred

banking partner. We look forward to building our
relationship with you.
Sincerely,
Ali Khan
Branch Manger
Encl: As above
Letters of Acknowledgment
[Date] ACKNOWLEDGMENT OF RECEIPT
I hereby acknowledge the receipt of the following

documents from the ABC Company:
[Name and signature of receiver]
Dear Mr. Khan,
Since Mr. Nawaz is out of the office for the next two
weeks I am acknowledging receipt of your letter
dated May 20, 2011. It will be brought to his attention
immediately upon his return.
If I may be of any assistance during Mr. Nawzs absence,

please do not hesitate to call.
Yours Sincerely,
Name and signature of receiver

Collection Letter
XYZ Bank Limited

Commercial Lane, Zamzama
Karachi, Pakistan
July 15, 20XX
Yawar Saleem
541 Ramsey Court
Multan, Pakistan
Dear Mr. Saleem,
Thank you for choosing us as your premier bank. You

are a valued client and we appreciate your business.
On Mar 3, 20XX, you acquired loan worth Rs.40

million from main branch of the bank. In the credit
arrangement you signed, you agreed to pay off the loan
in four equal installments. The first installment was
due July 1, 2011 and your payment for Rs. 10 million is
now overdue.
We will appreciate if you could settle the outstanding

immediately.
You may call me at 0700-895-2563 if you have any

queries.
Your continued patronage is important to us.
Sincerely,
Sehr Falak
Credit and Loans Officer
Sales and Promotional Letter
XYZ Bank Limited

Main Branch
Zamzama, Karachi
August 15, 2011
Leenah Ghaffar
Finance Officer
784 Liberty Road
Model Town, Lahore
Dear Mrs. Ghaffar
I would like to take this opportunity to inform you that

XYZ Bank Limited has expanded its loan product range
and has introduced new products and services that best
suit their valued customers.
I believe the suite of services may be of value to you. I

would thus like an opportunity to meet with you and
discuss the potential benefits and cost-effectiveness of
our new loan products.
I look forward to a hearing from you.
Sincerely,
Sehr Falak
Customer Relationship Manager

The other components of business letter include:
Special mailing notations such as confidential should appear two

lines below the date.
Attention line can be added it the If the letter is not addressed to any
specific person. We skip one space after the inside address and add,
Attention: . We can make the letter go to the attention of a
department.
Identification initials are the initials of the typist appear left-justified

two spaces below the signature block.
Enclosure notation is located with the identification initials or in

place of them with the notation enc, encl, enclosures (3), or 3 encls.
Copy notation is left-justified two lines below identification initials

with the notation cc: persons full name or initials.
Postscript is two spaces below the last text on the page. It includes P.S.
and then a short sentence. Postscript though has become virtually
extinct with the advent of word processors.
Full block format and modified block format letters.
The main formats for business letters are called full block format
and modified block format.
Full block format means that all the elements of the letter are left-
justified so that the start of each line is at the left-hand margin. This is
the more formal style hence we should use this style if we are unsure
which to go for.
Modified block format means that some elements of the letter are
shifted over to the right. Nowadays, this style is appropriate in most
contexts.
Example of full block format letter
11/1 Sunset Boulevard Road

D.H.A, Karachi
July 30, 2011
Mr. Saad Alavi

ABC Inc.
M.A. Jinnah Road, Karachi
Dear Mr. Alavi:
REQUEST FOR JOB APPLICATION PACK
I am writing to ask for a job application pack for the

role advertised on your website.
Please find my address details above.
Yours sincerely,
Sarah Hameed

Example of modified block format letter
11/1 Sunset Boulevard Road

D.H.A, Karachi
July 30, 2011
Mr. Saad Alavi

ABC Inc.
M.A. Jinnah Road, Karachi
Dear Mr. Alavi:
REQUEST FOR JOB APPLICATION PACK
I am writing to ask for a job application pack for the

role advertised on your website.
Please find my address details above.
Yours sincerly,
Sarah Hameed
Components of a Business Memorandum

Business memorandum or memoranda also called memo or memos
are specially formatted written communications within the business.
A memos format is typically informal, friendly and public. Memos
typically make announcements, discuss procedures, report on company
activities, and disseminate employee information.
We need to structure the memo in a manner that the most important

information comes in the first paragraph and the subsequent paragraphs
spell out whats discussed in the first paragraph.
All memos are structured similarly. They have the following elements:
An addressee: Flush left, in capital letters, near the top of the page
The sender: Flush left, in caps, immediately below the addressee
Date: Flush left, in caps, immediately below the senders name
Subject: Flush left, in caps, immediately below the date
Use suitable paper for your memos white, either note size or standard
to fit most desk in-baskets.
Memorandum
TO: GTS Sales Staff

FROM: Sanya Raza
CC: Mohsin Ali
DATE: July 30, 2011
SUBJECT: Customer Presentation
The JSKL Marketing presentation you prepared last week to showcase

our new product line was exceptional. Your enthusiasm, sales strategy,
and product knowledge were impressive and certainly sealed the deal
with Mr. Khan!
Thank you for your outstanding work and dedication.
Keep it up!
Corporations consider memos, because theyre public, as effective

management tools. Although memos are effective for direction and
suggestion, criticism and praise are best given in person.
Even though most of the information today is conveyed via e-mail, we

still need to use the correct style when sending a memo in the body of an
e-mail. When we are conveying larger amount of information, we can
send information as formatted memo attachment. The message itself
can contain the correct headings, numbered items, and other formatted
information that an e-mail does not allow as easily.
Purpose of the Business Memo Format

The purpose of the business memo layout is to communicate in an
effective, concise method that connects the purpose of the writer with
the interests or needs of memo recipients. Memos are written to:

introduces new information such as: policy changes, new products
provides instruction; presents goals or expectations requiring the

recipient to take action such as attending a meeting or changing a
current work procedure
Business Fax Except for memos that serve as informal reports or instructional
documents, the standard memo format is no more than one page long.
Business fax sheets should be written with professionalism. Unlike

regular faxes or memos we send to friends or family members,
business faxes must be addressed with certain level of organization and
professionalism. When sending a business fax, it is important to make
the fax as clear and as concise as possible. It should be properly addressed
to the correct contact and the cover sheet should include a description of
the content to follow. A business fax often carries important information
and should be treated as such.
How to write a business fax:

Use a company letterhead that includes the company name and address.
As an alternative, you can include the company name and address in
plain text.
Include your name, position, address, phone number and e-mail address.
Write Company Name: on the following line, with the name of the company
to which you are sending the fax.
Follow this with To: and the name of the person you are addressing.
Write Recipients fax number: on the following line.
Write From: and list your name.
Write Number of pages including this cover sheet: and list the total number
of pages in the fax.
Finish with Notes: and include any relevant details that should be considered
along with the information in the fax.
Sample Fax letter format
To: Omer Saifi, Manager Agricultural Project

From: Laila Akber, Manager ADC Project
Telephone: (012)112233 Fax: (012) 445566
Date: July 22, 2011
Number of pages: 5, including this page
Message:
Thank you for agreeing to hold the presentation on the

financial performance of the ADC project at our office.
Enclosed with this cover sheet you will receive details
about the meeting logistics. Please let us know if you
need any special equipment for your presentation.
XYZ Bank Limited

28 ATN Road, Karachi
Telephone: (0120) 6789 Fax: (012) 10112
E-mail: laila@xyzbank.com.pk
Business Email The business email format is a form of internal and external form of
Format communication.
The business email format is similar to the business memo and therefore,
it wont be difficult to understand the basic rules. It is very important to
follow a correct format of a business email, as it directly describes your
personality. In case you write business email in a haphazard manner,
the reader will understand that you have no proper email etiquette. In
order to reflect professionalism in your personality, you need to sharpen
your skills.
The business email is a very important piece of communication and

needs some formatting elements similar to the business letter format.
Let us see some business letter writing tips for an email.
Format of a Business Email

We mentioned in the previous topics that it is important to use a shorter
title in the email subject line whereby the title should aptly describe the
content and the aim of the email.

The sender must not mark the email as urgent or high priority
unnecessarily otherwise the reader may overlook the email the next
time when it is in fact urgent. While constructing the body of an email,
we may not begin with or add a heading that says return address, the
readers address and the date, especially if we are expecting a response
on email.
The business email format should be set on left margin. We should avoid
using special formatting and tabs unnecessarily. The tone of the letter
should be kept formal and we must ensure the proper use of grammar
and spelling.
The email should be brief, if possible and to the point. Also, we should
avoid excessive or unnecessary attachments unless expected by the
recipient.
Business Email Template
To: Asfandyar Ahmad [asfandyar.ahmad@xyzbank.com]

CC: Head Financial Institutions, XYZ Bank [sohail.
mazhar@xyzbank.com]
Subject: Approval of lending limit to SMEs
Asfandyar,
This is to inform you that management committee has

received approval on extending the lending limit for
SMEs by 1%. You will soon be receiving a detailed hard
copy regarding the same.
For any further queries, please feel free to contact me

by email or on my extension 001.
Regards,
Faiza M. Khan
Senior Associate FIs Department
Example
To: Amna Ahmed amna.ahmed@abcd.com

Cc: HR Department; Treasury Department;
Subject: Welcome to the treasury team of XYZ Bank
Dear Ms. Ahmed,
It is a pleasure to welcome you to the treasury team

of XYZ Bank. We are pleased to have you as a new
member of one of the most dedicated teams of the bank
and wish you good luck with the future endeavors.
On the last Saturday of each month the HR team holds

a special staff party to welcome the new employees.
Please make yourself available and meet your colleagues
and the senior management. You will receive an e-mail
regarding the same with further details.
If you have any questions during your training period,

please do not hesitate to contact the HR team.
Regards,
Safdar Ali
Human Resource Manager
Tel: 000-0001
Essential Email Etiquettes

First impression is lasting
The ease of use of emails has allowed us a bit of leeway in our day-to-day
communication. Nonetheless we should ensure we have checked (and
double-checked) the spelling and grammar.
Reply quickly to e-mails

Emails are instantly sent and received hence we must try to respond to
the email in a timely manner. It is best to put in place a procedure that
turns e-mail queries around within 24 hours. We must quote a part of
the senders e-mail (so they can be reminded of what we are responding
to). We can save on time by having standard replies or drafts ready for
common questions.

Learn how to add character to the messages
Plain text used within the body of an e-mail is flat and doesnt allow
much room for nuance, tone or humor. By using space, asterisks, caps,
quotes, and other characters, we can emphasize on the important parts
of the message, and convey the intended tone. We should avoid using
*all caps* as they MAKE IT LOOK LIKE WE ARE SCREAMING.
Never send uninvited attachments

We should ask intended recipients whether they accept attachments and
which format they prefer. Viruses are a serious threat and attachments
are a popular mode to deliver them. If we do not inform the receiver
about the attachment and what it is about, the receiver may overlook it
or ignore it.
Respect cultural differences

We live in a global village and we should learn to handle the cultural
differences tactfully. The easiest way to overcome such differences is by
showing respect to the customs of foreign clients. We should maintain
formality in our e-mails. We can adopt a more casual tone once we have
built trust and comfort with the counter-party. It is a good practice to
avoid using jargons, idioms and phrases with dual meanings because
some of them may have different connotation in different cultures.
Never send unsolicited mass e-mails

They may seem like a good marketing idea, but they are generally treated
as spam, putting the companys reputation at stake. We must learn how
to build our own opt-in mailing list.
Avoid sending an e-mail when angry

Since plain text in an e-mail is so flat, people can often misinterpret the
tone of a message. If we receive an e-mail that makes us see red, we
must wait for while before responding. This way, we can give the sender
the benefit of the doubt and can respond in a courteous manner. More
often than not people do not intend to sound as rude or off- putting
as their message come across. This is the reason why we place heavy
emphasis on business tone.
Avoid Irony and Sarcasm

Since the nature of email can be impersonal, its hard to convey our
emotions. Its equally hard for the person on the receiving end to
determine if the sender is trying to be funny or insulting. In general,
humor does not work well with an email. We must avoid being wry
or ironic, because the other person could think we are being rude. It
is preferable to avoid humor especially when it could be interpreted as
offensive. We should re-read the message carefully from recipients point
of view to detect possible misunderstandings before they occur.
How to organize Writing formal reports can be an intimidating task for even the most
and write a experienced employees. And while it may never be completely painless,
business report it can be made less overwhelming with planning and preparation.
One important factor to remember is that a properly organized report is

the product of a well-defined process starting with defining the problem
and ending with recommendations. But what happens between these
two steps is what separates a formal report from an essay or editorial.
A business report can be written on several topics. Perhaps your boss or

manager wants you to perform a comparison of interest rates or a report
outlining market trends within your industry. Whatever the reason for
the report, you need to compile information and present your report in
the correct manner, both to your own satisfaction and more importantly
to the satisfaction of your boss, manager or the person that needs the
report.
A report can contain many different types of information. The use of

tables, graphs and numbers can become part of the important data
contained in a report as well as the written information, which is as
equally if not more important.
A report is made up of many parts and when these parts are put together,
a report for a simple comparison can end up being a lengthy document.
A business report may be written according to the following structure:
The title page

The report should have a title. A title page should appeal to the person
enough to make them want to pick up the report and read it. A title page
usually contains a name for the report followed by who the report was
written for, the date and name of the person who prepared the report.
Table of contents
The table of contents contains relevant information followed by the
page numbers. The table of contents for a report is best done when the
report is near completion. This way, there is less chance of making an
error with page numbers.
The letter of transmittal

A letter of transmittal is usually a short letter to the person who asked
for the report to be prepared. A letter of transmittal hands the report
over to that person and gives a short explanation of what the report is
about. A letter of transmittal also expresses a thank you for allowing
me to compile this report.
Acknowledgement
The acknowledgement section of a report outlines the people who have
directly contributed to the preparation of the report usually by supplying

direct information that is contained within the document. This section
can be omitted if you have prepared the report alone using secondary
information, with no other person involved in the preparation.
Executive Summary
The executive summary provides the reader with an overview of the
reports essential information. It is designed to be read by people who
will not have time to read the whole report or are deciding if this is
necessary; therefore, in your executive summary you need to say as
much as possible in the fewest words. The executive summary should
briefly outlines the subject matter, the background problem, and the
scope of the investigation, the method of analysis, the important findings
arguments and important issues raised in the discussion, the conclusion
and recommendations.
Introduction
A reports introduction summarizes the contents by describing the
purpose of the report and giving an overview of the main ideas
expressed within it. It provides general background information the
reader needs to know to understand the report, such as the methods and
theories used to gather the information. Also, it explains the scope of the
reports contents, including what is covered and, if necessary, what is not
covered. For example, your report may include findings made during an
investigation but not recommendations about how to respond to those
findings.
The report body

This is main part of the report, where you present your work. The
introduction and conclusions act as a frame for the body only; therefore
all the details of your work (including a summarized version of material
in the appendices) must be included here in the appropriate section.
You will need to put some thought into the ordering of the sections; the
presentation of information should flow logically so that the reader can
follow the development of your project. It is also essential that you choose
concise but informative headings and subheadings so that the reader
knows exactly what type of information to expect in each section.
The body of the report:
presents the information from your research, both real world and
theoretical, or your design
organizes information logically under appropriate headings
conveys information in the most effective way for communication, by

using figures and tables; bulleted or numbered lists or by formatting
to break up large slabs of text
Conclusions/ Recommendations
This section of the report has two parts:
First, it reviews the main findings and results, and expresses them in
general terms. Second, it draws a main conclusion and links to the
recommendations by showing a need for action. In some reports the
conclusion also contains some discussion of the main findings, in which
the writer discusses possible reasons for them. Then a main conclusion
is drawn and is linked to the recommendations by showing a need for
action.
It is important not to give detailed recommendations in the conclusion

section.
References
This includes the sources from where the material has been taken.
Glossary
If necessary, you should provide an alphabetical list of the abbreviations
you have used in the report, especially if they may not be familiar to all
readers of the report.
If you have used a lot of technical terms, you should also provide a
glossary (an alphabetical list of the terms, with brief explanations of
their meanings).
Appendices
An appendix contains material which is too detailed, technical, or
complex to include in the body of the report (for example, specifications,
a questionnaire, or a long complex table of figures), but which is referred
to in the report. Appendices are put at the very end of the report, after
everything else. Each appendix should contain different material.
Number each appendix clearly.
Presentation of the report

The content and structure of the report is important; so is the presentation
and style. First impressions count, therefore in order to make our report
likeable and reader-friendly we must:
Use plenty of white space
Ensure the separate parts of your report stand out clearly
Use subheadings
Allow generous spacing between the elements of your report
Use dot points/ numbers/ letters to articulate these elements
Use tables and figures (graphs, illustrations, maps etc.) for

clarification. Label them clearly and cite the source. These graphics
should relate to the text of your report; for example, Figure 1 shows
that the population of Lahore has increased dramatically since 1890,
or The population of Lahore has increased dramatically since 1890
(see Figure 1).
Number each page (a neat header and/or footer makes your work
look more professional)
Use consistent and appropriate formatting (you may like to follow

the report format supplied with your word processing package)
Common problems
Some common problems with research report writing that we should
avoid are:
The inclusion of careless, inaccurate, or conflicting sentences
The inclusion of outdated or irrelevant data
Facts and opinions that are not separated
Unsupported conclusions and recommendations
Careless presentation and proof-reading
More emphasis on appearance and not enough attention to solid

content.
Use of informal language
Business Proposal Business proposal is a document which includes information about the
company and the products and services it provides. A business plan
proposal is drafted for several reasons such as:
1. To interest investors
2. To propose change
3. To propose a new project
4. Expanding clientele base
5. To propose developing business with potential business partners,

vendors, sub-contractors etc.
Whatever the reason may be; using the correct business proposal format
with the appropriate content is recommended and the matter included
in the proposal must be in line with the purpose of why the proposal is
being drafted.
We need to be extremely careful while writing a business proposal as
this will either make or break the deal. Following is an explanation on
how to use the correct business proposal format.
Writing a business proposal

Once we have identified the reason for writing a proposal, we need to
gather relevant information that is important to be shared with the party
reviewing the proposal. The proposal must contain concrete and factual
information about the company and its objectives. The products and
services of the company are also added. With focusing on the advantages
of our services, we also need to mention the way our organization
operates and how the project is to be done.
We may also need to include the companys marketing strategies and

a brief marketing plan to gain clients or suppliers attention. We can
also add the financial highlights, the list of clients and suppliers we
have or worked with and the achievements of the company in past. We
must concentrate on using appropriate set of words. For example, if
the proposal includes details of the financial records, we need to use
terminologies relating to finance. We also need to add our financial
goals and objectives, ensuring the objectives mentioned in the proposal
are realistic and practical.
Business Progress A progress report provides management with enough useful information
Report to make sound business decisions.
Strong internal communication is what separates successful companies

from those that fall short when it comes to informing management
and employees about important business matters. Dissemination of
information to the right party at the right time is crucial to long-term
planning, employee morale and successful navigation of the competitive
landscape. A company must have methods of communication in place
that flow throughout the organization. A business progress report is
one form of communication, and one that requires compliance and
coordination in order to have its intended impact and convey necessary
and useful information for making better business decisions.
How to develop business progress report

The first step is to decide on the key points of the progress report
and its overall objective. The main purpose of the report is providing
information useful to a reader. Important things to consider are the
audience and the intended use of the report after completion. The
manner in which you prepare and assemble the report has a bearing
on you, as the business team leader, and your credibility with upper
management and your team members.

The second step is to develop an outline for the progress report. The
report should follow a logical order, beginning with a summary of your
findings followed by an introduction.
The third step is to divide the progress report into different subheadings
relating to the various topics it needs to address. For example, have a
section heading titled Sales to address the progress of the companys
selling initiative. Each section should provide some background
information regarding the subject at hand. For instance, cite actual sales
results before delving into current sales progress.
Next, assemble your business report progress team. These are the
members responsible for helping you gather information for inclusion
in the report. Assign responsibilities to particular team members who
have expertise, knowledge or information pertaining to the assigned
topic in the report. You may also assign responsibilities across various
departments depending on the structure and nature of the report.
Furthermore, develop a method of communication among team

members for providing updates on how they are progressing with their
responsibilities. This may involve scheduling a weekly meeting or some
other frequency, depending on the established timeline for completing
the report. Hold team members accountable for their assigned sections
of the report.
Next, assemble the different parts of the business progress report. If you
assigned this duty to another person, meet with him/her to monitor the
progress report in its different writing stages.
Edit the progress report for grammatical errors, typing errors and
inaccuracies. The progress report is not ready until you give it a final
perusal and approval. The business progress report bears your name
and, due to that, you want to make sure it reflects the highest level of
professionalism. Typing errors and other such mistakes give a negative
connotation, which could lead to embarrassment. Your professional
reputation is at stake.
The final step is to review the final copy of the business progress report
with your team members to ensure that everyone is in agreement
regarding its contents. After reaching a consensus of satisfaction with
the final copy, submit the progress report to management and other
interested parties.

Type of language Despite constantly improving forms of communication such as e-mails,
and level of the business letters still hold importance and we need to pay close
formality in a attention to its appearance and structure while constructing one.
business letter Business letters are considered to be more formal than an e-mail hence
they are read more carefully. An untidy or ungrammatical letter gives
the instant impression that the companys product or service is equally
flawed. On the other hand, upon receiving a well-constructed, well-
organized and formatted letter, a customer unconsciously assumes it
has come from an up-to-date, well-organized, and successful business.
The level of formality strictly depends on who we are addressing to in the

letter. The purpose of the letter also determines the level of formality.
It is essential to write formal letters when dealing with customers,
corporate clients or senior management and also in the case when
managers or other departments are addressed (or copied in case of an
email) in the letter. Letters containing bad news or negative messages,
such as regret letters, are always written in formal style. However, if
we need a favor from a supplier or the client we already know, we may
write in an informal style. Friendly reminders, invitations and queries
can also be written informally but in the case when you know who the
reader is.
It is considered important to learn letter writing techniques. Any

letter that comes from our keyboard whether composed by us or
our employer must have a corporate appearance that does not
distract from the message it has to convey. The letter must be neat and
symmetrical, and should be with no typographical, grammatical, or
spelling errors. Its language should clearly and simply go to the heart of
the matter discussed. Its language and appearance should also be within
the conventions of the commercial world. That is the reason every
company selects its own style for presentation to its public.
Business Tone Regardless of whether we are writing an email, executive summary,

memorandum, or any other type of business document, appropriate
tone will dramatically improve the effectiveness of our message. Hence,
we need to pay close attention to the tone of the message. One may
think how tone can be included or felt in a written message.
Tone is the writers mood or attitude that can be depicted through

the words he uses. The tone can relate to the writers attitude toward
the reader or the writers attitude toward the subject of the document.
Using the appropriate tone is important because the tone of a written
document can affect the reader just as forcefully as a persons tone of

voice affects the listener during a conversation. Ultimately, the tone of a
written document affects how the reader will perceive the message.
Determining the Appropriate Tone for Business Documents

When composing a business document, we should use the tone that is
confident, courteous and sincere, and matches audience level. It should
also be written with the necessary level of formality and without any
subjectivity. The only exception to these guidelines is when we are
required to write a negative business message, such as regret letters or
declining customers request. Otherwise, we can use the same kind of
tone for most business documents.
Using the correct tone plays an important role in maintaining the

companys reputation and our own image as communicators. In addition,
tone is particularly important because using the appropriate tone will
allow us to accomplish our objectives easily and more quickly. Through
proper tone, we can put our point across to the reader effectively.
Adopting the proper tone requires the writer to consider both the
purpose of the document and reader of the document.
Determining the purpose of the document

It is important to consider the purpose of the document we are
preparing in order to determine how we should convey our message.
Since we mostly expect the reader to take some action in response to our
document, we have to carefully consider what we want that action to be.
Before beginning to write, we must consider the objective that we are
trying to accomplish through the written document. Consideration of
the objective will help us in determining the tone of our document.
For example, the Customer Relationship Manager is writing to one of

the high-end customers to utilize the Credit Card services the bank is
offering. The bank intends to charge a monthly fee for this facility. The
Customer Relationship Manager knows that earning this client will not
only benefit the bank but also his career, hence he needs to assume a tone
that is gracious, respectful, and appreciative of the customers time.
In case of repayment reminder to the borrower, the manager can use

gentle yet firm tone.
Determining the target audience

It is also very important to be able to clearly define our target audience
or the reader before we start to write a business document. In order to
make the message more effective we need to tailor the document in
accordance with the reader. We must consider what the reader already
knows about the subject matter and consider what the reader will want

to know. The tone that we use to write the document will directly affect
how the reader will interpret what is said.
We must attempt to write from the readers perspective. For example,

in the above example, the CRM must consider the factors that will be
most important to the customer. The first question that will arise in
customers mind is whats in it for me? The customer is from a high-
end segment. The CRM needs to manage a convincing yet polite tone
and avoid aggression. Stressing on the reader benefits will help the CRM
avoid sounding self-centered and uninterested in the readers concerns.
Steps to Improve the Tone of Your Business Documents

The tone can be easily improved through the following five steps:
Step 1: Be Confident
If the CRM was preparing to have a lunch meeting with the high-worth
client to convince him in purchasing the credit card, he would feel more
confident about the meeting if he carefully prepared and thoroughly
educated himself about the product in anticipation of any questions
that the client may have. The manner in which the CRM writes should
assume a confident tone because a confident tone will have a persuasive
effect on the reader. However, the CRM needs to be careful not to
appear overconfident because such an attitude could be interpreted as
aggressive or presumptuous. For example:
Unconfident: We will try to provide you the most competitive credit

rates.
Confident: You are our most valued customer and we wish to continue
strengthening our relationship with you by providing you the most
competitive credit rates.
Step 2: Be Courteous and Sincere

The CRM will build goodwill by using a tone that is courteous and
sincere. It is important to strive for sincerity in tone because without
sincerity, politeness can sound condescending. The CRM should consider
the words and phrases he uses in his letter and how the client will likely
receive them. For example, the CRM should consider thanking the client
in advance for his time and use a tone that reflects his appreciation for the
readers time and his respect for the readers assistance. For example:

Discourteous and insincere: You have to respond to our request by early
next week.
Courteous and sincere: We would greatly appreciate it if you could

respond to our request regarding credit card purchase within the next
week.
Step 3: Write at an Appropriate Level

It is essential to write at an appropriate level that is tailored to the reader.
To clearly convey a message, efforts should be taken to ensure the reader
is provided with the most useful information about the subject matter.
For example, the CRM should draft his letter about the Credit Card
service in accordance with his clients comprehension. If the CRM knows
that his client, being a high-end customer, already has a substantial level
of knowledge about this product then he can skip the basic information
about the product. Accordingly, he should use terminologies depending
on the readers level of understanding. A competent writer will match
the needs and abilities of the reader and find the most effective way to
communicate. For example:
Inappropriate level: If you are willing to purchase the card, you need to
follow the steps given on our website.
Appropriate level: Kindly contact us at 001 if you wish to purchase the

card and one of our sales representatives will guide you through the
process.
Step 4: Use the Appropriate Level of Formality

The CRM needs to be sure that he writes with the appropriate level
of formality and with a tone that is balanced. Informality is a typical
business tone problem. An informal tone is usually perceived as
disrespectful. If the CRMs letter does not demonstrate the appropriate
level of respect for the client, he will risk losing him. On the other hand,
a tone that is too formal presents an air of superiority and establishes
distance between the writer and reader. The relationship with the reader
and the nature of the subject matter should dictate the level of formality.
Strive for the appropriate balance to ensure that the formality of the
document is tailored to the reader. For example:
Example:
Highly Informal: Will you please consider using our free-of-cost internet
banking services?
Formal: We would appreciate if you consider using our free-of-cost

internet banking services.

Step 5: Avoid Subjectivity
Using the subjective tone in business documents inserts the writers
unnecessary opinions and authority. Although the CRMs letter to
his client will be focused on the request, he should avoid inserting his
opinion. Otherwise, the client will consider him to be demanding,
pushy or forceful. Avoid using words like me or my in business
documents and instead allow the reader to focus on the subject matter.
For example:
Subjective: In my opinion, you should purchase the gold card.
Precise: The gold card will offer you more benefits therefore you may
consider purchasing it.
Organizing Presentations have become a common mode of communication among

presentations teams, departments, management and customers. Reading a report
is time consuming and somewhat a tedious job. Therefore, it is now
preferred to make presentations especially when its about a specific
project, products, financial performance or future plans. We may be
speaking to company management, potential customers, or a group of
peers at a technical conference. Whatever the event, it helps to think of a
presentation as a sales device may it be selling as a credible information
source, selling the merits of an idea, or selling a product.
Organizing presentations are important because when we are presenting

we are responsible for the content we share with the audience. Creating
an effective presentation requires time and thought. We must consider
our desired outcome, the background knowledge of our audience, and
the environment of the presentation itself. The presentation materials
can set the tone and provide support during and after the presentation.
The presentation should always start with the title and contact
information. The title should have meaningful content - not just an
expedient such as: The Program Plan. We may want to provide context
for the briefing by identifying the intended audience on the cover
page e.g., Presented to the management Committee of the ABC Asset
Management Company. The contact information introduces us the
presenters. It also provides a link for the audience in case they want
to take some action after hearing the briefing. The beginning of the
presentation should tell the audience what we are going to tell them. For
a long briefing, an outline sets expectations and shows the relationship
of topics to the goal of the presentation. For a shorter briefing, a simple
statement of purpose will suffice.

Our briefing should have a consistent format. We must use a common
header and footer, such as a corporate or organization logo. It is a good
idea to put the title and slide number in small print at the bottom of
each page. Next, select a font or font family and color scheme. We should
not use multiple fonts (a main font, an accent font, and an action font
should be enough). We can also use colored text to visually highlight
important points. A colored background for slide sections can help
pull together common pieces. We do not need a rainbow of colors but,
complimentary colors for visual emphasis. There are several sites on the
web that can help you choose a color scheme.
We can use animation features available in many common presentation

development environments, such as Microsofts Power Point, to
effectively accent a key point. But we must be cautious using these
features. Putting too much glitz and dazzle can backfire and dilute the
content.
We must avoid cluttering the slide with text. The best way is to break
up the space with open areas (white space) and graphics. This is visually
pleasing. Group items together, under key points and use connector
graphics to show cause/effect or before/after comparisons.
Finally, we must remember that not everyone learns best from text. Our
briefing should include captioned graphics that backup your conclusions.
A good graphic provides a visual representation that speaks to visual
learners in the same way that text speaks to readers. Meaningful graphics
can be time consuming and need higher mental input to create.
The final slide in the presentation summarizes the key points. We have
to tell the audience what should be concluded and what actions, if any,
should be taken by them. Strategically, the cover sets the assertions
and the final page provides the conclusions. The text between the
cover and the last page is the justification and explanation to support
the conclusions. Sometimes presentations take on a life of their own
they are copied, shared, and used for reference. Therefore, presentation
materials should be self-explanatory because we may not be there to
explain what we meant.
How to Effectively Organize a Presentation

1. You can begin by building a purpose for your presentation. Your
purpose might serve one or several of the following aims:
Inform
Inspire
Motivate

Persuade
Advocate
2. In each instance you should note the impact your presentation

will have on your audience. Take some time to consider how your
audience will feel about the subject after your presentation. Ponder
what their views will be once you have finished. Think about how
their knowledge might be enhanced by your presentation. And, if
you are successful, think about what actions they will take following
your presentation.
3. Now you should consider the points you want to make. Inevitably
there will be several. Write down all of them. Once you have listed
them all, you have the chance to rationalize the list.
4. Aim for three good points in your presentation. At a pinch you

might succeed with four or five. But any more points will not be
remembered by your audience so its best to plan for brevity.
5. Aim to delete some points, edit them or aggregate them. Some of

the points on your list might be better used to illustrate or support
more powerful points. And others might be turned into examples, or
stories. However you organize them its best to remember that each
point should be self-standing, powerful and memorable. Each point
should serve the purpose of your presentation and bring relevance.
6. Your three main points provide the basis for your presentation
its either theme or thesis. Writing down the presentation thesis, the
central argument, is useful for the next stage. And, of course, its
invaluable when you want to promote your presentation beforehand.
There are three easy ways to organize your points.
Time Line. A chronological order to your points might be

appropriate. Using a rigid time line works with a strong story but
it isnt always the best option for a presentation. You could reverse
the time line. Or you might want to mix it further. Painting a
vision of the future and then detailing the steps needed to get
from here to there might be appropriate. If you do mix up the
chronological order, aim to explain each step very clearly.
Tell them. You might adopt the simplest of techniques in which

you tell the audience what you intend to tell them. Then you tell
them. And then you tell them what you have just told them. Its
neat and simple and it includes plenty of repetition of the main
points. Probably ideal for internal events, it might be overly
simple for external presentations.

Problem, cause, solution. In its simplest form this organizing
method highlights a problem or issue. It addresses its cause.
And it presents a solution. In reality the problem typically has
more than one facet. The cause has more than one dimension.
And there are many solutions. But the problem, cause, solution
approach provides ample scope for more detailed consideration
of your three main points and their supporting evidence.
Whichever option you choose, a well-organized presentation has a

better chance of success. A well-organized presenter is also more likely
to be successful. With well-structured points and a coherent central
argument your presentation will be understood by your audience. And,
importantly, it will be remembered.
How to Prepare a Business Plan Presentation

1. Analyze the audience.
Find out who will be attending your presentation. Try to get background
on each attendee. Determine what other types of businesses theyve
invested in. Get a sense of what impresses them.
2. Get organized.
Draw up an outline of the key points you want to hit upon. Arrange
your material in the same order that your business plan is organized in.
Eliminate gaps and inconsistencies in your outline.
3. Prepare a script.
Write your speech on 3x5 inch index cards, or type it using a large, easy-
to-read font. If you dont want to write a full speech, jot down bullet
points instead.
4. Keep your tone conversational.

Give a quick overview of the business and then go into the specifics of
the business plan.
5. Use visual aids during your presentation.

The most effective presentations are accompanied by 10 to 15 slides,
overheads or handouts to punctuate your remarks. You can use
PowerPoint to prepare a computerized presentation as well. You may
show a corporate video, but dont let it run for more than 5 minutes.
6. Review your presentation.

Cut out lengthy sentences. Check for flow and continuity.
7. Practice
Read your script out loud alone. Then do a dry run by giving your
whole presentation to a group of friends. Ask them to critique your
performance. Be sure to rehearse the audiovisual portion of your
presentation as well.

Persuasive message
In the case, when we are writing to someone who has no compelling
reason to do (or think) as asked in the messageand perhaps even no
reason to read or reply to itwe need to write a persuasive message.
How persuasive we need to be depends on how obvious it is to our
reader that he or she stands to benefit from acting (or thinking) in the
manner we suggest. The three broad categories of persuasive messages
are persuasive requests, sales messages (including those that sell ideas),
and collection letters.
In any persuasive situation, readers want to know how they will benefit
from doing as we suggest: how the product or service will benefit them,
what they will gain if they change their thinking about an issue, or how
they can avoid difficulties by changing their thinking or behavior. Some
situations may require more than one persuasive message, with each
new message picking up where the previous one was left.
In general, the more difficult the persuasive task, the slower the writer
should proceed. People generally do not appreciate; hence resist being
rushed into the matter. We need to give them time to decide for
themselves how they will benefit from acting on our message.
We need to ensure that our message is appropriate for the situation and
in accordance with the audience. A message that is more persuasive
than it needs to be is often less successful than a message that is less
persuasive than it should be.
Persuasive Requests
Everyone needs to write a persuasive request at one time or another.
Would you like Mr. XYZ to attend a meeting? Do you need to secure
donations (of either time or money) for a charity? Have you had a
problem convincing a company to replace a defective product? Each
of these situations would call for a persuasive request. The four types
of persuasive requests are requests for favors, adjustments, credit, and
donations.
Persuasive Requests for Favors

Asking for a favor by mailwhether email or letteris not the same as
asking a favor from a friend in person. When we write to a business or a
client requesting a favor, we must offer them a benefit that will serve as
a substitute against their help. Otherwise, they may ignore the request
or perform it reluctantly.
Since our persuasive request will need to be placed in a specific

communication context, we must quickly introduce the purpose right
in the beginning of the message. We must mention the benefit receiver
will earn before the specific nature of the request is clear. Beginning

with a question about a common concern or with a statement about a
common problem will pace the readers current beliefs and will serve to
catch his or her attention.
We should lead the reader by using the you-attitude to maintain his or

her interest in the situation and blend the outcomes by explaining why
we are requesting the favor in a way that shows the reader how he or she
will benefit. We also need to specify the compensation in positive terms,
even when what we can offer is less than the reader may expect avoid
apologizing for insufficient compensation.
The closing of the message should motivate the reader by reiterating

the main reader benefit and asking him or her to make a definite
commitment by a specific date. Telephone contact may be required for
speed, but written confirmation (memo, letter, fax, or email) is usually
more dependable.
Persuasive Requests for Adjustments

Most claims and requests for adjustments can be handled as routine
and informational. Sometimes, however, we need to write a persuasive
message to achieve the results we desire. We may, for example, have
written one request as an informational message and received an
unsatisfactory reply. At times we may feel that our reader will be inclined
to ignore or resist our message because of the circumstances involved.
In requesting an adjustment, we can appeal to the following qualities in

our reader:
1. Sense of fair play (an appeal to psychological pleasure).
2. Desire for customer goodwill (an indirect appeal to wealth).
3. Need for a good reputation (an indirect appeal to wealth).
4. Sense of legal or moral responsibility (an appeal to wealth or

pleasure).
When we are writing a persuasive request for adjustment, we must

remember that our objective is to have the adjustment approved. We
may be disgruntled with our reader or the organization however we
must avoid expressing it. The reader or the organization will only be
inclined to approve our request when the tone of the message is positive
and the explanation given is logical. This does not mean that we should
not write if we are dissatisfied with the products, policies, or services
provided by the reader or the organization. In fact, it may well be the
most important reason for your request. We can complain about the
problems we have but in a positive context.

The main part of our letter or memo must be a clear and logical
presentation of the facts. Our reader must know exactly what we expect
and why we expect it if we are to receive the adjustment.
Persuasive Requests for Credit

Persuasive requests for credit must be based on circumstances that
genuinely warrant the extension of credit in spite of the requesters
inability to pass certain credit tests. For example, we may be opening a
new store and need to take a loan from the bank, or we may be starting
a new business and will have higher than normal start-up costs. Or we
may be refused a department-store credit card when you believe that
our record indicates that you are fully capable of meeting our financial
obligations.
Large corporations often need to write persuasive requests to banks

and to their stakeholders when they are in phase of expansion. It is
important to start the message highlighting the financial position and
the creditworthiness of the company followed by the future outlook in
such requests to make them impactful.
Persuasive Requests for Donations

Most political activist, and public service organizations require donations
to stay in business. Many hospitals, schools, and colleges would operate
at a loss without donations. Raising funds for charitable organizations
has now become a specialized occupation.
People who respond to requests for funds fall into two general categories:
(1) major donors (wealthy donors, foundations, and corporations), who
respond primarily to rational appeals, and (2) donors of small amounts
who respond primarily to emotional appeals.
Major donors wish to be presented with full explanation of how the

money will be used and they require seeing a detailed operating budget.
Major donors expect the charitable organizations to demonstrate a real
need. Most people, however, give primarily for emotional reasons. They
give because they wish to help others who are less fortunate than they
are; they give because they can see an opportunity to spend a little of
their money doing good for others.
Like all persuasive messages, requests for funds must be carefully

considered from the standpoint of cost-effectiveness. Each letter costs
printing and postage, but not everyone who receives one will respond.
Your mailing list should be selected carefully on the basis of what
audience will have a special interest in your particular project.

Sales Letters
From one point of view, every letter we write will be selling something.
For example, requests sell our responsibility and credibility. Even letters
conveying information may be said to sell a business relationship
based on trust and fair play. When we are deliberately using a letter to
sell a product or a service, or when the sole purpose of the letter is to
promote future business, our message requires a special strategy.
Sales letters fall into three general, overlapping categories: unsolicited,

solicited, and soft-sell. Unsolicited sales letters are also known as direct-
mail advertising; they are a form of advertising sent by mail directly to
the prospective buyer. As such advertising is not requested and often
not desired, the paper-based version is often called junk mail, while
the electronic form is called spam. Solicited sales letters are replies to
inquiries about products or services. Soft-sell letters, also called cordial
contact letters, are special goodwill letters designed to maintain cordial
relations with important customers. Cordial contact is increasingly
maintained by email messages sent on a regular basis. For example:
July 27, 2011
Basit Khalid,
General Manager
Mobile and Co.
123 Main Street
Karachi, Pakistan
Dear Mr. Khalid,
If you wish to expand your business in every corner of

Pakistan, you have our complete assistance.
The bank wants to provide you financial assistance by

offering you a loan at very minimal rate. For your ease
and convenience we also provide you grace period and
you can choose tenure for repayment yourself!
The loan amount can go up to as much as PKR X

million. You have the flexibility of choosing from our
tailor-made repayment schedules and pre-payments do
not carry any penalty.

We would appreciate if you consider our bank for your
financial needs.
Yours sincerely,
[signature]
Shehzad Shah
Loans Officer
XYZ Bank Limited
Collection Letters
Consultants and those who own small retail establishments are the most
likely to have sold goods or services on unsecured credit, but everyone
in business should have a basic understanding of collection procedures:
a sale is not complete until the seller has been paid.
The collection procedure is one of gradual escalation in forcefulness.

When a bill or a loan becomes overdue, the writer should first assume
that the reader intends to pay but has forgotten. If the reader does not
respond to a reminder (or reminders) to pay, the writer should assume
that the reader is not paying because of financial, personal, or medical
problems. At this point, the writer can help the reader solve his or her
problems by making new financial arrangements that will ease the
readers burden. Most people who are slow to pay do so after a reminder
or two. Only after these efforts have been made should the writer assume
that the reader will have to be persuaded to pay.
Reminders
Reminders of overdue bills usually consist of
1. A duplicate copy of the original bill.
2. Duplicate copies of the original bill stamped Reminder or Past Due,

often specifying how much past due the bill is.
3. A short note (usually a form) specifying the amount due, the due
date, late charges, and the account number.
A company usually sends one or more reminders to a customer because

most people who are going to pay will do so when they are reminded
gently. Sometimes companies choose to combine a final reminder with
an inquiry about the reasons for not paying. Reminders of overdue bills
are negative messages.

Inquiries
Before the writer decides that the customer needs to be persuaded to
pay, the writer should try to discover whether special circumstances
are preventing payment. Many people are embarrassed when they
cannot pay their bills, and instead of taking positive action to solve their
financial problems, they hope that if they ignore their problems long
enough, they will solve themselves. When the writer demonstrates a
genuine willingness to help such readers solve their financial difficulties,
most will respond by agreeing to new terms that will allow the company
to collect its money and the customer to remain solvent. Inquiries are
written with the assumption that it is better to collect your money a
little late than not collect it at all.
Appeals
When the reader has failed to respond to one or more reminders and
one or more inquiries, the writer must assume that the reader will not
pay unless he or she is persuadedperhaps even forced legallyto do
so. Because you would not be writing an appeal unless you had gone
through the reminder and inquiry stages, you should assume that the
reader is going to be well-prepared to resist your message. For this reason,
many organizations turn the debt over to a collection professional.
The reader should be told that by not paying, he or she is likely to lose
the following:
1. Credit privileges.
2. The goods or services not paid for.
3. Additional money or property.
4. Good reputation and self-respect.
If your reader fails to respond to your appeal (or appeals, if you choose
to send more than one), give him or her one last opportunity to pay
along with notification of the action you will take if payment does not
arrive. This final letter is known as the ultimatum. Your assumption in
writing is that the reader will have to be forced to pay.
In this last effort to collect, you should review the facts (what the reader
purchased and when and your efforts to collect over time), set an end
date, and tell the reader that on that date you will turn the debt over to
a collection agency or to a lawyer. Avoid threatening the reader (which
is illegal), and avoid accusing the reader of personal shortcomings or
engaging in name-calling (deadbeat, crook, loser, etc.).
Even at this point, you may be able to retain your readers goodwill
and cash business, so remain fair, reasonable, and logical throughout.

And then be sure to follow throughif the reader still doesnt pay,
hire a collection professional or turn the matter over to your legal
department.
Routine messages Routine messages are messages that are used generally used to deliver
routine information within or outside the organization. These are
formally written messages where we first state the request using the right
tone and keeping in mind our audience. Then we justify the reasons
or the request in the routine message and then close the messages
courteously.
We also make sure that the request is clearly understood by the receiver
and that there are no confusions. When we are done with the message,
we have to make sure that we add contact information, especially if the
message is to be sent outside the organization, so that the receiver is
easily able to contact the sender.
Routine messages generally deal with reminders sent by the banks

to their customers, monthly updates or statements, general request
for standard information etc. Routine messages are generally direct
messages where the news or the request is given right at the starting of
the messages.
Negative messages
A negative message is any message to which the reader will have
an unpleasant emotional reaction. Readers find negative messages
disappointing or threatening in some way. Such messages require
special care to avoid damaging the quality of the relationship because
the negative message- the bad news- will hurt the readers feelings or
cause him or her to lose face or bear a financial loss.
Not all messages saying no are negative. For a message to be negative,

the readers ego must be involved in the outcome. When the readers ego
is involved, opening with the negative message would violate the readers
expectation and damage rapport. If we have interviewed the reader for
a job and have selected another candidate, for example, the readers ego
may be involved in our response even if he or she has already decided
on another job with another organization. In such cases, the opening
should pace the readers expectation by mentioning something about
the subject with which the reader will agree.
Negative letters require extra carethe more the negative information

concerns the reader as a person, the greater the need for psychological
preparation. Telling the reader that we cannot provide better deposit

rates will not hurt his or her feelings as much as refusing to extend
credit.
The best preparation for bad news is a logical and believable reason
that the negative message is in the readers long-term best interest. If
the situation does not allow that approach, we must at least show that
our reason is legitimate, and help our reader save face by suggesting
alternative courses of action or ways to compensate for a shortcoming.
The fact that a positive alternative exists, however, is not a reason for
refusal. The advantages of buying with cash (such as a discount) are not
a reason to refuse credit.
Bad-news messages should explain reasons before stating the negative

news. Readers accept bad news more readily if it is prefaced properly.
Techniques for cushioning bad news include positioning it strategically,
using passive voice, implying the refusal, and suggesting alternatives or
compromises. Closing the bad-news messages might include a forward
look, an alternative, good wishes, freebies, and resale or sales promotion
information.
The reasons-before-refusal pattern works well when turning down

requests for favors, money, information, or action. Internal request
refusals focus on explanation and praise; maintain a positive tone,
and offering alternatives with compliments, appreciation, agreement,
relevant facts, and understanding.
The following pattern helps writers maintain goodwill:
1. Give the reason for the refusal before the refusal itself when you
have a reason that readers will understand and accept. A good reason
prepares the reader to expect the refusal.
2. Give the negative just once, clearly. Inconspicuous refusals can be

missed, making it necessary to say no a second time.
3. Present an alternative or compromise, if one is available. An

alternative not only gives reader another way to get what they want
but also suggests that you care about readers and helping them solve
their problems.
4. End with a positive, forward-looking statement.
5. Be clear about your own priorities.
6. You dont always have to give reasons for your No.
Among the most difficult kinds of negative messages to write are:

1. Rejections and Refusals
2. Disciplinary Notices and Negative Performance Appraisals
3. Layoffs and Firings
Example:
Dear Mr. Ali:
We received your application about the extension in

your corporate loan. We are quite pleased to witness
the progress in project and expect it to grow further.
The loan extension is an extensive and costly exercise.

Due to current economic situation that prevails in the
country, the credit rates have increased considerably
due to which the cost of loan has almost doubled. Since
our economists and financial analysts foresee a further
rise in the interest rates, the bank has decided put a
hold on the extension of loans for the time being.
The bank does not wish to over-burden you with heavy

cost of borrowing and deeply regrets any inconvenience
caused. We would like to meet you and discuss
alternative solutions for your financing needs.
Sincerely,
Usman Khawaja
Senior Associate Corporate Banking
Use of active voice in messages

Verbs have two voices, active and passive. Active voice is bolder and
more direct than passive voice. It is also straight forward and often more
personal. In active voice the subject does the action so it is stronger and
livelier in writing and it also emphasizes the action. Whereas, in passive
voice it receives the action, hence, the extra helping words make the
sentence dull. The passive voice uses a form of the verb to be. Passive
voice uses more words where as active voice uses less to say the same
thing. In fact, extra words usually clog the meaning. Opt for active
voice when you have a choice. At times, however, passive voice is more
suitable. By using the prepositional phrase the information becomes

indirect. Following are the three simple steps to construct an active
voice message is as follows
1. Start the message with subject. For example in the first example of
active voice given below, the subject is Mr. Qureshi.
2. Add a verb (along with helping verb) after the subject will inspect.
3. Finally insert object in the end, the bank.
Some examples are:

Active voice Passive voice
Mr. Qureshi will inspect the The bank will be inspected by
bank. Mr. Qureshi.
The Executive Committee The policy was enforced by the
enforced the policy. Executive Committee.
Our union supported this new This new policy has been
policy. supported by our union.
These examples are a proof of the advantages of the active voice. At the
same time, it does not mean passive voice is incorrect or one should
never use it. Passive voice is correct, and it has a place. The problem is
that many writers tend to over use it, especially when writing reports.
To use active or passive is just not a matter of choice but also relevance
to context and audience.
Written communication is very common in business situations, and it

is thus important to develop effective written communication skills.
One advantage is that written messages do not have to be delivered
on the spur of the moment; instead, they can be edited and revised
several times before they are sent so that the content can be shaped to
maximum effect. Another advantage is that written communication
provides a permanent record of the messages that have been sent and
can be saved for later study. Since they are permanent, written forms of
communication also enable recipients to take more time in reviewing
the message and providing appropriate feedback. For these reasons,
written forms of communication are often considered more appropriate
for complex business messages that include important facts and figures.
Other benefits commonly associated with good writing skills include
increased customer/client satisfaction; improved inter organizational
efficiency; and enhanced image in the community and industry.

References The Writing Process by Hale
The Importance of Grammar, Spelling, and Punctuation in Your Writing

Nadine Smith
The New York Public Library Business Desk Reference, published by John
Wiley & Sons and Mel Ann Coley, Coley Training & Development, Garland,
TX
UK Grammar Book
bristol.ac.uk/
http://www.soliater007.com/writing-and-speaking.being-grammatically-
correct/
fountainheadpress.com/
associatedcontent.com/
EzineArticles.co
Ways to communicate effectively by e-mail, by Denise Cox
Essential Email Etiquette by WenkaiTay
How to Make a Business Plan Report; by RandolfSanit-Leger; How to organize

and write a business report by J.E. Cunningham
How to format a business memorandum by Stephen Rampur; All about business

memos by Sue Fox
How to organize a presentation by Barbara Brown; How to organize your

presentation and make your point by Andrew Iv

Part Two
Reading
Chapter Two
Comprehend how to read business documents
List the various techniques in improving reading skills
List the various techniques in improving comprehension skills
Business Reading Reading in organizations and corporations is entirely different from

reading a text book or reading for pleasure. The organizations have
to well-equip their employees with the set of skills required to read
the business documents. Business reading includes the ability to
understand and interpret various documents including diagrams,
directories, correspondence, manuals, records, charts, graphs, tables,
and specifications, highlight the information missing, verify the figures
and numbers and eliminate irrelevant information.
Skills used in There are three unique reading skills we can use to improve our
Business Reading reading:
1. Verifying requires comparing technical information that has been

transferred from one place to another to be sure that it has been
transferred accurately.
2. Comprehending detail is reading printed technical information,

then determining if statements about it are accurate.
3. Proof reading is reading printed technical information for the

purpose of error detection and its correction.
The component skills or sub-skills emphasized in effective reading are:
Following directions
Perceiving document structure
Perceiving relationships
Identifying relevant information
Locating facts or specifics
Reading 121
Recognizing comparison/contrasting information
Interpreting symbols, graphics, or acronyms
Recognizing sequence of information
Summarizing or making generalizations
Selecting relevant information
Recognizing main idea
Reading with partner to detect errors
Recognizing errors: transpositions, typographical and mechanical,

additions and omissions
The main methods of reading include:
a. Skimming: Reading quickly to get the gist of the passage.
b. Scanning: Reading quickly to find a particular piece of information
c. Extensive reading: Reading longer texts for deeper understanding.
d. Intensive reading: Reading shorter texts to extract specific

information.
These different ways are not mutually exclusive. In real life our reading
purposes constantly vary. Reading involves a variety of skills. Thus
reading is constant process of guessing, and what one brings to the text
is often more important than what one finds in it.
The Stages of the Pre-Reading Stage

Reading Process Before we are assigned technical reading, we need to engage in pre-
reading strategies which will helps us in understanding the material.
Firstly we need to know what our purpose for reading is. Are we reading
to know more about the subject or are we reading to approve something,
is it merely for information purposes or will it affect our work, is any
action required from us after the reading. Based on the purpose we will
need to know the subject matter and have enough knowledge about
it to understand the contents of the document. We also need to know
who the writer is and the objectives that he aims to achieve through the
document.
Reading Stage
At the reading stage, we need to focus on garnering major ideas as well
as important details from the material. We need to understand and
comprehend what we read. Thorough reading helps us in determining

whether the reader has met the objectives or not and what is expected
of us.
Post-Reading Stage
Once we have read the material, we need to engage in post-reading
activities to assure long-term retention of what we have read. We must
remember what we have read and this can be achieved only when pre-
reading stage is cleared.
Comprehension Reading comprehension is the sum of a constellation of sub skills.

Skills In order to understand what we read, many different processes and
skills must be working together. If any of the pieces are not in place,
comprehension will suffer. Find the weak areas, strengthen them, and
improve comprehension. Here are some strategies:
Comprehension depends on attention.

In order to understand what is read, readers must be actively engaged in
the process. Just as listeners who are not attentive can let messages go
in one ear and out the other, so too readers can allow text to go in one
eye and out the other in a manner of speaking. Assess attentiveness
by trying this experiment. First, have your reader read a passage of text
in the usual way. Ask some basic questions about the content and see
if the reader answers them. Now, use a new but similar level text and
present the questions before the reading. Remind the reader to look for
answers to the questions while he or she processes the text. Was there a
significant difference in performance? Attention to reading may be one
comprehension issue.
To combat inattentiveness, give the reader (it could be you) a task to

accomplish while reading. This can be searching for answers to questions,
creating an outline of the material, or even visualizing details of the
document that are not explicitly stated.
Vocabulary is a foundation for comprehension.

Little will be understood or retained if the words are unfamiliar. For a
professional, nearly all words should be known when reading a business
document. If a reader does not know more than three or four words a
page, then vocabulary may be an issue for comprehension. We can build
vocabulary skills by using more words. Words must be used many times
before they become a part of the working vocabulary.
We can improve our comprehension skills by adopting the following

techniques.
Reading 123
Connect Reading to What You Already Know
Remembering what you already know about a topic will improve your
reading comprehension.
Pre-Reading: Finding the Building Blocks

Reading is made up of words, sentences, and paragraphs. These are the
building blocks of reading. Before you begin reading, you need to find
the beginning, middle, and end of paragraphs. You need to examine
how a paragraph is put together.
Pre-Reading: Paragraphs
Reading is made up of paragraphs. A paragraph is a group of sentences.
Paragraphs tell you a complete set of thoughts. Look at the first page of
what you will be reading on your own. Locate the first paragraph.
Find the first sentence.
Find the last sentence.
How many sentences are in the middle?
How many sentences are in the whole paragraph?
A paragraph has a beginning, middle, and end. Understanding more

about paragraphs will improve your reading comprehension.
Reading: How Paragraphs are Put Together

Examine how a paragraph is put together.
Paragraph Beginning
Choose the most important sentence in this paragraph. You can
choose only one.
The most important sentence in a paragraph is called the

topic sentence. The topic sentence tells you what the rest of the
paragraph is about (overview).
Hint: The topic sentence is often found at the beginning of the

paragraph.
Paragraph Middle
Look at rest of the paragraph and find a detail. A detail is a small
thing that tells you something more about the topic. Details are
likely to be located in the middle of the paragraph.
The middle of the paragraph is the place where details are added
to the paragraph topic.

Paragraph End
Choose the concluding sentence (result) of the paragraph.
The concluding sentence is what the topic and details build up to.
The concluding sentence often sums up the paragraph.
Hint: The concluding sentence is often located at the end of the

paragraph.
Sometimes the concluding sentence will give you an idea about

what the next paragraph will be about
Understanding how a paragraph is put together will improve your

reading comprehension.
References How to improve your comprehension skills by Sandy Fleming
Reading 125
Part Two
Speaking
Chapter Three
Demonstrate through an example a scenario where effective

interpersonal skills are being applied
Illustrate the importance of using the correct tone, language and

choice of words when communicating orally
Discuss the effective ways of participating in a business meeting
Illustrate through an example how essential negotiating skills are in

business communication
Prepare and deliver effective oral presentations appropriate for

business audiences and explain the importance of voice control,
punctuation of words
State the importance of clarity and precision during oral

communication
Discuss efficient telephonic communication techniques
Describe the advantages and limitations of oral communication
Effective Amina, a branch manager for a bank, had heard of the difficult
Interpersonal Skills reputation developed by Usman, one of the customer relationship
managers, but had never had any difficulties with this individual herself.
Amina approached Usman one day, and found him sitting with his feet
up on a table, reading a magazine. She apologized for disturbing him,
assuming that perhaps this might have been his break period.
Usman, when you can, could you please visit ABC Company today
and get the account opening forms filled out? Amina asked politely.
Usman answered rather curtly, Right now? She was not going to be
intimidated, and responded, That will work great for me, thanks!
Usman continued to show difficult behaviors with other individuals,
but from then on never showed Amina any discourtesy.
Amina, being confident and straight-forward, got her work done. She
knew Usman is difficult to be dealt with therefore she came right to the
point without giving him room to start an argument. Amina used her
people skills or interpersonal skills.

Interpersonal skills are sometimes also referred to as people skills or
communication skills and involve using skills such as active listening
and tone of voice, delegation and leadership, problem solving and team
play. It is how well one communicates with his or her colleagues and
customers and how well one behaves in different situations.
The term interpersonal skills is used often in business contexts to

refer to the measure of a persons ability to operate within business
organizations through social communication and interactions.
Having positive interpersonal skills increases the productivity in the
organization since the number of conflicts is reduced. In informal
situations, it allows communication to be easy and comfortable. People
with good interpersonal skills can generally control the feelings that
emerge in difficult situations and respond appropriately, instead of being
overwhelmed by emotion.
Continued reflection helps you to update yourself in each and every

work. This should be practiced every day, especially on the day where
you had different experiences, or any difficulties. Identify your skills
which the employers take for granted. If you have a clear understanding
about your skills and more confident when you approach employers
then you can enable yourself to explore realistic work options. You must
be able to reflect continually. That helps to keep moving upwards with
corrections of your mistakes.
The following skills are considered as skills sought by the employers

based on a survey conducted by the Australian National Training
Authority.
Communication and Interpersonal Relationship

Effective communication skills, listening, managing conflicts and
cultural differences are considered in this area of expertise.
Leadership and Teamwork

Providing direction is expected from you, it is called leadership quality.
Selecting people with the right skills set and according to the job
requirements and provide them guideline and framework to achieve
desired results.
Initiative and Problem Solving

Readiness and openness to face new challenges during work is expected.
This should be coupled with proper reasoning and logical analysis to
resolve the problems that one faces in the worksplace.
Planning and Management

One needs to plan, set priorities, meet the targets and cope with achieving
Speaking 127
the desired results. The balance in different situations and good physical
and mental health is important for a tireless service.
Accuracy and experience

People with good experience in a particular field will be able to complete
the job within a limited time than those who do not have experience.
Accuracy too, depends on the experience in many cases. Be precise in
approach towards your tasks and have an eye for every detail.
Flexibility and Creativity

Ability to acquire new skills through study, experience and training is
required for successful growth of any concern. One needs to be flexible
according to situational demands, adjust ones approach and welcome
new ideas, methods and challenges.
Technology and Computers

Working with technology and using technology to shorten work flows,
creating efficiencies and weeding out redundancies is a basic requirement
in the workplace today. Proficiency with computer systems.
Ways to improve Think positively, maintain a mindset to work well with others and
interpersonal skills maintain good relationships.
Do not criticize others or yourself.
Be patient.
Learn to listen, experts recommend listening 80% of the time and

talking only 20% of the time.
Be sensitive to others, this includes not gossiping.
Have a sense of humor appropriate to your situation. At times a joke

can lighten the situation.
Treat others and their experience with respect.
Praise and compliment people when they deserve it.
When someone is telling a story, dont interrupt or try to upstage

them with a story of your own.
Smile- even when you dont feel like smiling.
Be cheerful and try to make others smile.
Look for solutions.
When someone compliments you, dont disagree or boast about it-

simply say thank-you with a smile and move on.

Dont complain.
When youre unhappy, try your best to act happy anyway. You will
end up feeling better and so will the people around you, your mood
is contagious.
Example of lack of Interpersonal Skill at work

Yesterday the manager of investment banking asked her associate Aliya
to help prepare the presentation for one of the clients. As they were
working on it, Aliya seemed grumpy and agitated. She was wandering
around, and not doing her tasks. The manager became frustrated and
kept after Aliya to do the assigned part of the presentation. The more
she pushed, the more frustrated Alyia became. They finally finished the
presentation after many heated exchanges, and spending clearly more
time than it should have taken. Once finished, Aliya began doing her
routine tasks and the previous pending work as she had missed office due
to illness and was clearly struggling to catch up. The manager couldnt
help asking Aliya why she was agitated to work on the presentation.
Aliya immediately replied that she was worried about the back log that
was created during her absence along with the routine work that she was
supposed to complete by day end.
Analysis
The manager clearly did not use her interpersonal skills as effectively as
she should have. She was more concerned about the task at hand rather
than receiving the information in front of her. If she would have just
asked her why she was agitated, she would have known that Aliya was
concerned about her routine work. They might have even completed the
presentation in half the time if Aliya was encouraged to prioritize her
work according and the manager could have guided her through this
process.
Business Meetings Meetings can be one of the biggest time drains for us as an individual
and for a business. A meeting, with 7 people, all costing Rs.200 per hour
costs a business Rs.1400 per hour. If it is a meeting for seven people
every week and there are 15 minutes wasted at each meeting, the total
yearly waste comes to over Rs.25,000. Half the meeting being wasted is
not very uncommon and entire meetings that are unproductive are also
not unheard of.
Here are some ways we can facilitate more effective meetings and get
more done in less time.
Speaking 129
Make people show up on time
If people trickle in over a 10 minute period, that is a lot of wasted time.
Often people come late because they know the meeting isnt going to
start on time, anyway. If we start meeting with no one there, it is hard
to get any productive work done. If we wait for everyone, then it is likely
that people will come late to the next meeting. We can make people
come to the meetings on time by following one or more tactics given
below:
Email everyone to remind them a few minutes before the meeting

starts.
Call or run by the office of people we know are often late.
Go ahead and start the meeting without everyone. When someone

comes in late, ask them to catch up with someone else in the group
to find out what they have missed.
Hold the meeting somewhere that being late will make them look
bad or at least be more noticeable.
Ask people to come on time. Depending on our role, this might be as

simple as making a request, or a bit stricter, for instance by pointing
out that they are being unfair to everyone else who came on time.
Always have an agenda

Ideally, we want to align the objectives of the meeting with a specific
amount of estimated time allocated to each objective. This makes it easy
for us to identify points that are starting to drag on longer than they
should. We can use the agenda to make sure we stay on track. This
doesnt mean we can never discuss the issues that are not on the agenda,
but the agenda helps tell us where we should pick back up if we get side-
tracked.
It is better to give people the agenda ahead of time. For short meetings,
it is probably best to have it in the body of an email. If we send it as
an attachment, there is a good chance people wont read it before the
meeting. If we have it in the body, they will probably at least skim it. At
the very least, we want to get the meeting agenda into their subconscious
mind before they show up.
Having an agenda also helps show that we are organized and have a
plan. It sets the expectation that our meeting isnt going to be a waste
of time. It helps put the meeting in the right perspective and makes it
carry a more valuable perception.

Invite the right people
We cannot have an effective meeting if we do not invite the right people.
If we are talking about an issue that needs to be approved by a number
of people, it may be good to have meeting with a small group of people
to hash out the ideas and recommendations for the decision makers to
look at.
The number of people in a meeting is tricky. We want to avail everyones

opinion, but we do not want to have a bunch of dead weight, either.
There can be list of people we want to make sure we dont invite. These
types of people cannot make a decision, and usually have nothing
to add. We should also avoid, if we have an option, such people who
distract everyone from the objective of the meeting, exert their opinions
on other or counter argument on every issue.
Use email effectively

Dont have a meeting for something that can be better communicated via
email. If we just need to distribute facts, we can use email. Some people
try to avoid distributing information via email because it makes them
look more important to do it in a meeting. If an issue can be resolved
on email, then we do not need to hold a meeting, unless required by the
management.
Use meetings to argue

One of the purposes of holding meetings is to let get people together
and work through differences in person. We can pit various ideas against
each other and come up with the best solutions. If we do not have any
arguments in our meetings, then we are probably having meetings for
the wrong reasons.
We have to learn to argue fair. We are discussing ideas, not personally

attacking any one in specific. It may take time to get a team to open up
to the point where they can passionately express their views, but that is
what we need for meetings to be productive.
One common problem is having someone at a meeting who holds an

important position in the organization and no one will disagree with
him/her. If no one is going to disagree, we might as well just let that
person make all the decisions.
Record final decisions

Often decisions are made at meetings, but within a few months, no one
remembers why. Taking good notes will help us easily remember not
only what was decided, but why it was decided. It also makes it easier
for new people to easily catch up and understand the history of a group.
Another advantage of having good notes is that it gives us a way to
Speaking 131
pass on the meetings contents to people who need to know about the
discussion, but cannot come due to other commitments.
Moderate the use of Power Points

Power Point can be a useful tool for doing training, but if we are spending
additional time with someone at the front of a room flipping through
slides; it is a sign that our meetings are not very efficient. Power Point
can be a good way to make sure everyone is on the same wavelength. A
good rule of thumb is seven minutes. If the person controlling the Power
Point is talking for more than seven minutes without being interrupted
or asked a question, then the information probably does not need to be
presented in a regular meeting.
Get everyone talking

Depending on the nature of the meeting, dont let people be silent
participants. If someone isnt participating, they may not be comfortable
with the formateveryone else may be jumping in but they feel like
they need to ask permission to talk or prefer something with more
structure.
End on time
We expect people to show up on time for important meetings. We need
to give them the same level of respect and end meetings on time. If we
are on top of our agendas time schedule, ending on time shouldnt be
too difficult and ending early is always good too.
Ten Ways to Where meetings require increased participation, there are a few things
Increase Group we can choose from in order to increase group participation and member
Participation in involvement.
Team Meetings
1. Get their input on agenda topics prior to the meeting.This can be
done outside the meeting by sending the proposed agenda in an
email asking for comments or with a phone call to each person after
it is sent.Another way to get their inputs is to always plan the next
meeting agenda together at the end of each meeting.
2. Encourage active participation by writing it into the teams ground

rules.Jointly creating ground rules and posting them at all meetings
will emphasize the need for complete involvement.
3. Use short icebreakers or team-building exercises at the beginning

of the meetings to get people talking right away. Icebreakers help
team members to get to know each other and increase comfort
levels.Group or paired exercises can be related to a problem within
the team to overcome or to the primary topic of the meeting.

4. Always explain the purpose of the meeting and tell members how it
affects them or their job.This helps the meeting meet the whats in
it for me question and encourages their aid to accomplish the best
results in the meeting.
5. When doing idea generation in the meeting, always use the round
robin brainstorming technique. This technique insures everyone
takes turns contributing until most people begin to run out of
ideas.
6. Create a safe respectful environment for open exchange of ideas and

opinions.One way to do this is to never allow belittling of a persons
questions or input - everyone can add value.
7. Use structured activities or processes when problem solving to focus

everyone on equally participating.This includes taking visible notes
of what is said during the meetings because seeing their thoughts
captured lets members know their contributions are valued and
encourages others to build upon things they see and hear in the
meeting.
8. For any meeting topics that warrant discussion, plan extra time to
allow everyone 2-3 minutes of talk time each.Be sure to encourage
everyone to share thoughts, opinions, pros and cons during the
discussion time.
9. Consider changing meeting times to wake up the group.If the meeting

is always planned for after lunch, perhaps people are too tired to
focus and participate. Whereas if meetings are just prior to lunch,
people may be too hungry to think and interact appropriately.
10. Ask the group for ideas to make meeting more interactive.Members
may have particular exercise they want to try or techniques they have
used before that the team may benefit from.Be sure to try some of
the different ideas in following meetings.
Consider and choose different ways to increase participation in

meetings. Another idea often suggested to increase participation is
providing treats or meals during the meetings. Refreshments at a
meeting may encourage attendance, but remember attendance does not
mean active participation. For active participation in problem solving
and decision making, leaders should build an environment where team
members feel comfortable communicating and participating.
Speaking 133
Essential Negotiation can be defined as the process of involving different groups
Negotiating with different interests across the negotiating table through dialogue
Skills in Business and discussion in order to resolve differences amicably. Great nations
Communication resolve their long standing issues by way of effective negotiations. Many
an industrial dispute is resolved amicably through these means so as
to achieve their goals and objectives which would have been hampered
otherwise. It is the process which takes place in our day to day life
in the families, at the work places, at all places either consciously or
unconsciously.
There are 2 types of negotiations:
a. Integrative process- is one where both the parties sit together

and negotiate amicably by finding out many new solutions to a
particular problem and agreeing to it. It is also known as win-win
situation because both the parties are getting benefit by resolving
their conflicts amicably.
b. Distribution process or losewin process. Distributive process is

one where one party wants to win at the cost of the other party by
inflicting maximum losses which is also popularly known as win-
lose situation or zero sum situation. It is like the proverb, One mans
food is another mans poison.
A successful negotiator generally has the following characteristics:
He is a fast learner and observer.
Knows and understands the body language of the people in the

negotiation process.
Is open and flexible and yet firm.
Exercises great patience, coolness and maturity.
Possess leadership qualities and is able to direct the conversation.
Radiates energy and enthusiasm and must be in a position to

empathize with his opponents.
Builds trust and confidence.
A skilled negotiator is born through continuous preparation and series

of strenuous efforts which may culminate either in success or failure of
talks. If required, a skilled negotiator may apply different types of tactics
and diplomacy so as to make the negotiation process a successful one.
The Importance of Negotiation in Business

The importance of negotiation in business is an invaluable component
in any great business endeavor. In the competitive field of business you

want to be sure that the importance of negotiation in business is not
only stressed within the company you own or work for, you want to
stress the exceptional and crucial value it plays. Truly, the importance
of negotiation in business can be the difference between companies that
thrive and companies that soon falter and often go out of business.
Persuading, Influencing and Negotiating Skills

PERSUADING involves being able to convince others to take appropriate
action. NEGOTIATING involves being able to discuss and reach a
mutually satisfactory agreement. INFLUENCING encompasses both of
these.
These skills are important in many jobs, especially areas such as marketing,
sales, advertising and buying, but are also valuable in everyday life.
Persuading
One scenario where persuading skills can be important is the job
interview, but the following tips are valuable in many other settings.
Focus on the needs of the other party. Take time to listen to them
carefully and find out about their interests and expectations. This
shows that you are really interested in them and they are then more
likely to trust and respect you. It will also make it easier for you to
outline the benefits of your proposal in terms they understand.
Speaking 135
Argue your case with logic. Do careful research on your ideas and
those of your competitors (if there are any) and make sure that any
claims you make can be verified.
The more hesitant language you use such as isnt it, you know,
um mm and I mean the less people are likely to believe your
argument.
Use positive rather than negative language: instead of saying Youre

wrong about this, say Thats true however ...., Thats an excellent
idea, though if we look more deeply ..... or I agree with what you
say but have you considered .....
Subtly compliment the other party. For example: I see that youve
done some really excellent research into this. Even though they may
realize that you may not proceed with their findings, but evidence
shows that they will still be warm to you and be more open to your
proposals.
Mirroring the other persons mannerisms (e.g. hand and body

movements). It is found that 67% of sellers who used mirroring
achieved a sale compared to 12% who did not. People you mirror
subconsciously feel more empathy with you. However, it can be
very embarrassing if the other person detects conscious mirroring
so it must be very subtle. You need to leave a delay of two and four
seconds before the mirroring action.
Try to remember the names of everyone you meet. It shows that

you are treating them as an individual.
Negotiating to win
This involves pursuing your own interests to the exclusion of others: I
win: you lose! Persuading someone to do what you want them to do and
ignoring their interests: keeping your cards hidden. Pressure selling
techniques involve this.
Negotiating jointly
This involves coming to an agreement where everyone gets what they
want, reaching a mutually satisfactory agreement: win-win
You need to establish mutual trust, so it requires honesty and

integrity from both parties.
Both sides work together to come up with a compromise solution to

suit everyones best interests.
Each party tries to see things from the others perspective.

A strategy for successful negotiations
Listen carefully to the arguments of the other party and assess the
logic of their reasoning.
Clarify issues you are not clear about by asking how, why, where,
when and what questions.
List all the issues which are important to both sides and identify the
key issues. Identify any personal agendas. Question generalizations
and challenge assumptions.
Identify any areas of common ground.
Understand any outside forces that may be affecting the problem.
Keep calm and use assertive rather than aggressive behavior. Use tact
and diplomacy to diffuse tensions.
Remember: NO is a little word with big power!
Use both verbal and non-verbal persuasion skills. Use open,

encouraging body language such as mirroring, not defensive or
closed.
Know when to compromise. Offer concessions where necessary, but

minor ones at first.
Distinguish between needs: important points on which you cant

compromise and interests where you can concede ground.
Allow the other party to save face if necessary via small concessions.
Make sure there is an agreed deadline for resolution.
Decide on a course of action and come to an agreement.
The final agreement needs to be summarized and written down at

the conclusion of the negotiations.
Plan for alternative outcomes if you cant reach agreement.
Speaking 137
Basic Skills: Intermediate High Level Negative
Skills: Skills: Strategies!
Use Ideas
Persuasively Gain Support Develop
Strategies.
Engage the Emphasize Use a range of Negotiating to
attention of others. how costs and approaches and win (see earlier)
problems can be strategies to gain
Explain the Gain power by
minimized support for ideas.
benefits of your undermining the
argument. Handle Give an position of others.
objections. example of when
Develop a Dont show
your idea has been
line of reasoned Challenge the respect for others
used successfully
argument points of view in some other views. Put down
expressed by context. their ideas.
Put your points
others.
across clearly and Make Impose your
concisely Get other own views rather
concessions when
people to support required to reach than reasoning
Understand
your views. agreement: work with others.
the concerns
for a win-win
and needs of the
situation.
person you are
dealing with. Form
long term
relationships.
Effective Communication in Negotiation Skills

Good communication skills are the cornerstone of good negotiation
skills, and as working professionals we quickly realize that negotiation
is involved in many business dealings. From negotiating salaries,
work assignment and responsibilities, customer portfolio to helping
senior management draft policies and procedures, negotiation plays
an important role and one must rely on their communication skills to
make sure these negotiations go smoothly.
Time Frame
One of the most important communication skills business people can
learn is to know the best time to communicate sensitive information.
This skill is also extraordinarily important in the business negotiation
situation: business negotiators need to know when it is appropriate to
begin the negotiation or to indicate that they wish to come to a better
solution than the one currently proposed. For example, it would be
inappropriate to negotiate a salary during an interview but acceptable
after job offer has been made.
Knowledge of Audience
Good communicators need to have a good understanding of the
audience and know how to best get information across to that audience.
An audiences age, how they feel about the topic being discussed, their
prior knowledge and their position will all affect how a communicator

presents information. This communication skill has a large impact on
the business negotiation situation. To negotiate well, business people
need to understand how they can persuade their audiences to modify
their proposals. For example, if we are working as a consultant trying
to negotiate a marketing plan with a client, understanding that clients
goals for her business will help us be as persuasive as possible.
Clarity
Being clear is essential for good communication and good negotiation
to take place. Although most people do not like to negotiate, avoiding
confrontation by being unclear will not help in this situation. Clarity
is the key, for example, you might say, I agree that we need a new
employee handbook, and I am more than pleased to work on one with
you, but there are a few points in your current outline that I could not
sign my name to.
Listening
Good communicators know how to understand what another person
is saying, to synthesize it with their own thoughts, and to begin to
verbalize that synthesis to work towards a solution, or a negotiation. An
important part of negotiation is the communication skill of listening.
Without good listening skills, negotiation cannot take place. Both
parties will just begin to feel as if they have not been heard, and an
argument is likely. Instead, good communicators and negotiators need
to check with each other to ensure they understand the arguments at
hand before breaking them down into smaller components that can be
combined as part of a negotiation.
Oral Oral means SPOKEN or the use of speech and refers to

Communication communicating verbally. Oral communication describes any type of
interaction that makes use of spoken words, and it is a vital, integral part
of the modern business world. The ability to communicate effectively
through speaking is highly valued, and demanded, in business. Clarity
of oral communication and well-developed interpersonal skills, when
interacting in a group or one-to-one, are attributes that make us more
successful professionals.
Oral communication can take various forms such as:
Discussion
Speeches
Debates
Lectures
Presentations
Speaking 139
Oral communication occurs in many different settings during the
course of successful innovation and change. These may be divided into
three main types:
The formal and informal networks in which peers exchange

information, such as professional associations, work units, work
teams, etc.
The activities of change agents, opinion leaders, etc.
The contacts established at team meetings, conferences, training

courses, etc.
For oral communication to be effective:
The speaker needs to be clear. Clarity does not only mean, clarity of
words and language, but the speaker also needs to be clear regarding the
purpose of the speech. Clarity is often blended with the word relevant.
Relevance deals with as to how something relates to something
else. When making a speech or a presentation, the speaker needs to
include information which is relevant to the topic for the clarity of the
audience.
It is also important to be concise and accurate. A good speaker has

command over his subject. Concise means to explain something in few
words, but this does not mean to mislead or provide little information.
To be accurate means to be factual or truthful, or closely conforming
to an objective standard ascertained through painstaking care or due
diligence. Measurements or statements are accurate when they have
been verified for their correctness.
If care is taken, to be precise, accurate, concise and clear while

communicating, there are high chances that the listener will remain
interested in the conversation, will follow it, and will try to execute the
needed task effectively.
Importance of Business depends on communication, and communication is a two-

using the correct way street. Not only do we need to develop the skill not just of making
tone, language ourselves understood clearly and accurately, but we need to return the
and choice of favor and put some effort into understanding the other person.
words when
Less than half of communication is contained in the actual words we
communicating
are hearing or reading. The most of it is contained in body language,
orally
facial expression, tone and rate of speech, and other non-verbal aspects
of communication.

A great deal of our information is word onlybusiness letters, email,
instant messaging, and blogging. Some of our communication involves
voicephone and Skypeso at least we can pick up on the other
persons tone of voice. And even when we have the advantage of video,
its still not the same thing as being there in person. It is helpful being
able to see their face, but it is only the size of a postage stamp.
Effective Communication is very important skill for us to achieve success

in both personal and professional life. Effective communication skill
helps us to bridge with others. Development of effective communication
is far most important for anyone who lacks this skill.
Important Aspects of Speaking

The three important aspects of speaking include:
Tone
Pitch and
Pace
How we sound when we speak does influence others and it is not about
accents (although those do give out an impression) but rather the tone of
our voice, its clarity, its passion and enthusiasm and its variances.
If we talk in a monotone we will sound dull and uninteresting; we will

also lack credibility. The more credible we are the more persuasive we
will be. We may not get any respond if we ask them in a boring, quiet
monotone.
So we should try varying the pitch and pace of our voice and try
blending our voice with some passion. If we talk in a high pitched voice
we may appear to be unconvincing and less credible. Its best to talk at
low volume, talk slow pace and take a few breaths in between talking in
order to sound mellow and polite. We need to understand who we are
communicating with and then decide how we should pitch our voice
and words to use.
We should match the pace and tone of our voice with the person we are
conversing with. This does not mean we imitate them but if they speak
softly and slowly then we should also lower our voice and slow it down.
If the other person speaks quickly, we should try and quicken up.
The three primary elements in oral communication are:
Words
Tone of voice
Nonverbal behavior (e.g. Facial expression)
Speaking 141
The non-verbal elements are particularly important for communicating
feelings and attitude, especially when they are incongruent: If words
disagree with the tone of voice and nonverbal behavior, people tend to
believe the tonality and nonverbal behavior.
It is emphatically not the case that non-verbal elements in all senses

convey the bulk of the message, even though this is how conclusions
are frequently misinterpreted. For instance, when delivering a lecture
or presentation, the textual content of the lecture is delivered entirely
verbally, but the non-verbal cues are very important in conveying the
speakers attitude towards what they are saying, notably their belief or
conviction.
Volume, Pace and Inflection

Oral communication is the exchange of information in spoken form.
Effective oral communicators practice controlling the volume, tempo
and inflection of their voice while speaking. It is also important to speak
with clear, concise sentences while continuously using self-assessment as
a tool in improving oral communication skills.
Volume
We should practice controlling the volume of our voice according to the
specific situation in which we are communicating orally. For example,
if we are presenting in front of board members, a softer voice would be
ideal. However, if we are giving a motivational speech our subordinates,
a louder voice would be more appropriate.
Pace
The pace, or the speed, at which we are speaking must also be controlled
depending on the situation we are in. For example, if we are about to
strike a deal while trading a security and we have limited time at hand,
a faster pace of speech may be acceptable. If we are speaking to a focus
group, a slower pace will be much more effective. We should avoid
speaking at fast pace during formal or professional events.
Inflection
We should practice using appropriate voice inflection in oral
communication to express emotions. We can use higher-pitched voice
to express excitement, happiness or positive emotions. We can lower
the pitch of our voice to express sympathy, sincerity or authority during
meaningful communication. The inflection of our voice should never
sound over-exaggerated or artificial.
Punctuation of words
The main purpose of correct use of grammar and punctuation of words
is ensuring the receiver of the information listens to it accurately. One
mistake in punctuation can change the entire context of the sentence.

Importance of clarity and precision during oral communication
The term precise is used to refer to the action of being exact. It is
important in oral communication so that the speaker does not go off
track and the listener doesnt lose interest in the communication.
Clarity is the clearness and measure of quality an image possesses. Good

clarity is important for viewing details and being able to clearly make
out an image. In oral communication clarity is important because it
helps the speaker communicate better, and keeps the listener informed
as to what is being said, and how the conversation is going to flow.
Interpersonal communication is the foundation of human interaction. Its

importance for innovation and change can hardly be overemphasized.
Adding Value through Effective Business Communication

Business communication is very crucial yet it never fails to amaze how
few people take the time to give it a serious consideration. Since we are
communicating a message to someone every waking minute of every
day, awareness of whether the how and what we are communicating
say the same thing tends to become part of the background noise.
Before getting into the non-verbal elements of business communication,

it is better to understand the basics of verbal communication itself. By
understanding the different verbal communication styles, we are in
a position to influence whomever we may be talking to, regardless of
whether the conversation is taking place at work or elsewhere.
Make Words Count

Verbal communication should rest on three methods of delivery:
Being empathetic, putting yourself in your listeners shoes so you can

anticipate the impact of your communication
Finding, establishing and expressing a common denominator with

your listeners so you can bond solidly with them
Creating an impact by projecting a strong, persuasive, powerful

message
Effective business communication needs to be:
Complete, so nothing can be erroneously assumed
Concise, using a minimum of words to get the message across
Considerate, sensitive to the needs of the recipient
Concrete, key points are organized and nothing is vague or open to

interpretation
Speaking 143
Clear, using familiar words to prevent misunderstandings
Courteous, considerate of the recipient
Designing Effective Oral Presentations

The ability to speak effectively is as crucial as the ability to write
effectively. During a routine week, employees spend more time speaking
than writing; using the phone; conversing informally with colleagues,
subordinates, and superiors on routine office topics; conducting meetings;
working in problem solving groups; conducting employee evaluation
sessions; participating in teleconferences and sales presentations; and
frequently becoming involved in formal speaking situations before
groups inside and outside the organization. Communication research
also reveals that the higher an employee moves in an organization, the
more important speaking skills become.
Oral presentations, like written presentations, can enhance an employees

reputation within an organization. Therefore, we should consider every
speaking opportunity an opportunity to sell not only our ideas but also
our competence and adding value to the organization.
Being an effective speaker and an effective writer requires us to:
Understand the context of the presentation
Analyze the audience
Understand and articulate the presentations purpose
Choose and shape the presentations content
Organize the presentation
Choose an appropriate speaking style
Practice an effective delivery style
Select and use visual aids effectively
Because listening is a different information-processing method than

reading, we will need to know how to adapt guidelines for organization,
style, and graphics to fit the speaking situation. However, we will
see that writing and speaking, despite their differences, are similar
communication activities.
Understand the Context of the Presentation

In order to understand the situation or context of our presentation we
should consider the following questions:
What is the broader concern underlying the need for the

presentation?

What primary issues underlie the presentation?
How does our presentation relate to these issues?
What will be happening in the organization when we make the

presentation?
How does our presentation fit into the organizational situation?
If than more than one speaker, what kind of presentations will they
make?
In what surroundings will we be making the presentation?
What will happen in the situation before and after we present?
How does our presentation relate to other participants actions?
For example, delivering a presentation at a meeting of project directors

is different from briefing other people in the team about what we have
been doing. Making a presentation at a company picnic is different from
delivering a presentation at the annual meeting of a professional society.
Knowing the situation is as important as knowing our audience and our
purpose. In many cases, situation will be inextricably bound up with
questions of audience attitude and the way we shape our purpose.
Audience attitude frequently results from situational problems or

current issues within the organization, and what you can or should
say in your presentation, your purpose and the content you choose to
present may be dictated by the context surrounding your presentation
and the perspective that your audience brings.
Analyze the Audience

Analyzing the situation is often difficult to separate from analyzing the
audience; in fact, audience is one facet of the larger situation.
Just as readers determine the success of written communication,

audiences determine the success of oral presentations. Writing or
speaking is successful if the reader or listener responds the way we desire:
the reader or listener is informed, persuaded, or instructed as we intend
and then responds the way we want with good will throughout.
Just as writing effectively depends on our understanding of the reader as

thoroughly as possible, effective speaking depends on our understanding
of the listener. We cannot speak or write effectively to people without
first understanding their perspective. We must know how our audience
will likely respond based on its members educational and cultural
background, knowledge of the subject, technical expertise, and position
in the organization.
Speaking 145
When we analyze our audience, we should focus on their professional as
well as personal attributes. Our analysis will suggest what we should say
or write, what we should not say, and the tone we should use.
We need to consider the following questions for thorough analysis of

our audience:
How much does our audience know about the subject?
How much do they know about us?
What do they expect from us?
How interested will they be in what we say?
What is their attitude toward us?
What is their attitude toward our subject?
What is their age group?
What positions do they occupy in the organization?
What is their educational background?
What is their cultural/ethnic background?
What is their economic background?
What are their political and religious views?
What kinds of cultural biases will they likely have toward me and
my topic?
In viewing this list, we note the prevalence of questions on attitude--the

audiences attitude toward us as well as the subject. Some attitudes will
matter more than others, subject to the situation.
To be an effective speaker, we must know our audience, establish a

relationship by being sincere and knowledgeable about the subject,
then conform to their expectations about dress, demeanor, choice of
language, and attitude towards them and the topic.
Understand and Articulate the Presentations Purpose

Oral presentations, like written presentations, must be designed around
a specific purpose.
As a writer or a speaker, we must know the purpose of the presentation.

We must conceive our purpose in terms of our audiences needs. Both
written and oral communications often have multiple objectives. The
main purpose of our presentation may be to report the status of a
project, to summarize a problem, to describe a plan, or to propose an
action, but our long-range objective may be to highlight or document

important specific issues within the topic about which we are speaking
and to further establish our credibility within the organization. We may
want the audience to dislike another proposed solution, to desire a more
comprehensive solution, or decide there isnt a problem after all.
As we plan, we should state our purpose in one sentence. Then, as we

begin our presentation, we state our goal in terms of our audiences
background and attitude; announce our purpose early in the presentation
to prepare our audience for the main ideas to come. We may want to
restate the purpose in words familiar to the audience.
The presentation must make its purpose clearly evident at the

beginning. By knowing what they will be hearing from the beginning
of the presentation, audience can focus their attention on the content
presented and see connections between parts of the presentation.
The effective presentation requires us to focus our audiences attention

on what we are saying. One way to hold the audience attention
is to develop a title that, at the very least, reflects the content of our
presentation but does so in an interesting way. Like the title of a formal
report or the subject line in a letter, memo, or informal report, the title
of an oral presentation should prepare our audience for the content we
will present. Therefore, from the beginning of the presentation, our
audience is prepared for what we will say.
We may also wish to introduce our topic with an attention-grabbing

note: a startling fact, a relevant anecdote, a rhetorical question, or a
statement designed to arouse the audience interest. Again, the technique
we choose will depend on the audience, the occasion, the purpose of the
presentation.
Or, if our audience is not readily familiar with the subject, we may want
to include background material to help them grasp and process our
main points. We should inform the audience about the points or topics
we plan to cover so that our audience can sense and follow the direction
of the presentation accordingly.
Choose and Shape the Presentations Content

Preparing an oral presentation often requires the same kind of research
needed for a written report.
First, we need to determine what information you will need. In selecting

content, we can consider a variety of information types: statistics,
testimony, cases, illustrations, history, and particularly narratives that
help convey the goal we have for our presentation. We also need to
choose information that will appeal to our audience--particularly their
attitudes, interests, biases, and prejudices about the topic.
Speaking 147
Because listening is more difficult than reading, narratives can be
particularly effective in retaining the attention of our listeners. In short,
we need to vary our content type, ensuring that the information we
include pertains to the goal of our presentation.
Organizing the Presentation

The structure of the oral presentation is crucial for one main reason:
once we have spoken, the audience cannot rehear what we have said.
In reading, when we do not understand a sentence or paragraph, we
can stop and reread the passage. However, when we are speaking the
audience must be able to follow our meaning and understand it without
having to stop and consider a particular point we have made, thereby
missing later statements. To help our audience follow what we say, we
must design our presentation with our audience, particularly their
listening limitations, in mind.
Audiences generally do not prefer long presentations. Listening is

difficult, and audiences will lose interest even if the presentation is close
to perfect. Therefore, we should look for ways to keep our presentation
as concise as possible. This does not mean we omit the information our
audience needs, but look for ways to eliminate non-essential content.
This can be done by carefully assessing the needs of our audience and
the objective of the presentation.
We need to consider the following questions:
Is our audience interested in what we intend to deliver?
What are the main questions they will want us to answer?
Which of these questions is most important? Least important?
Based on the purpose and the audience expectations, in what order

should we present these ideas?
The structure of the presentation can be divided into three parts:

Introduction, main body and conclusion.
The introduction should clearly tell the audience what the presentation
will cover so that the audience is prepared for what is to come. We need
to ensure that we state our goal in the beginning. Even if we use some
type of anecdote or question to interest our audience, we should state
the goal of our presentation next. We should then share the outline of
the presentation. The main ideas we have developed during research and
content planning stage should also be discussed along with the outline.
Generally, the introduction serves the purpose of executive summary in
the presentation.

The body should develop each point previewed in the introduction.
In designing the body of the presentation, we should develop the
content supporting each point or objective stated in the outline of the
presentation. We may want to present our ideas in a chronological
sequence, a logical sequence, or a simple topical sequence. This method
will help our audience follow our ideas if you are giving an informative,
analytical or a persuasive speech. The important point, however, is that
we need to demarcate and announce each point in the body as we come
to it so that our audience knows when we have completed one point and
begun another.
The conclusion reiterates the ideas presented and reinforces the purpose
of the presentation. The conclusion to the presentation should help the
audience understand the significance of the presentation and remember
the key points. At a minimum, we should restate the main issues we
want our audience to remember, but concisely. We should include
a concluding narrative or statement that will have an impact on our
audience. The conclusion should not be long, but it should leave the
audience with a positive feeling about us and our ideas.
Strong conclusion is nearly as important as a strong introduction, as both

the beginning and the end will be the parts most likely remembered.
Choose an Appropriate Speaking Style

We may have effective content, excellent ideas, and accurate supporting
statistics, However, if the style we use in speaking is inappropriate to
the occasion, to the audience (as individuals and as members of an
organization), or to the purpose we are trying to achieve, our content
will more than likely be ineffective.
In general, we want to sound respectful, confident, courteous, and

sincere. However, the precise tone and degree of formality will be dictated
by our organizational role and our relationship to the audience.
To help determine the appropriate speaking style for a given presentation,

we need to consider the following questions:
Do the audience members know us?
Is our rank in the organization above or below them?
Are we speaking to an audience of individuals from all levels within

the organization?
Is the audience composed of people who understand the language

we are going to use? How well do they understand the language?
Answers to these questions as well as our purpose will determine how

we speak to the audience. We should:
Speaking 149
Avoid long, cumbersome sentences and use phrases a variety of
sentence lengths.
Avoid excessively long, complex sentences, as listeners may have

difficulty following us.
Avoid overuse of abstract, polysyllabic words and use concrete

language that our audience can visualize instead.
Avoid overuse of jargon, unless we are certain that our audience will
be readily familiar with all specialized terms.
Use sentences that follow natural speech patterns.
Use short, active voice sentences.
Avoid memorizing the presentation verbatim--doing so will likely

result in a presentation that sounds as though we are reading rather
than talking to the audience.
The most effective style is usually a conversational style: short sentences,

concrete language, speech that suggests to the audience that we are
really talking to them.
Select and Use Visual Aids Effectively

Research has shown that oral presentation that uses visual aids is more
persuasive, interesting, credible, and considered professional i.e., more
effective than presentations without such aids. Particularly if our
presentation is long, visual aids can help the audience follow our ideas
easily and with fewer lapses in attention.
Using visual aids help our audience

Understand the content of the presentation. We can use visual aids
at the begging of each main point. We can also use visual aids to
accentuate and illuminate important ideas. However, the message
that the visual carries should be immediately apparent. If audience
members have to study the visual to interpret its meaning, they will
concentrate on the visual instead of listening to us.
Follow our argument. Even if we dont use formal visual aids, we

may want to write the outline for the main body of our presentation
on a board or use a transparency to let the audience see our plan and
trace our movement from one section of the presentation to another.
PowerPoint is an effective tool for developing and presenting outlines
to aid listeners.
Remember the key points of the presentation.
Some presentations may require only one kind of visual aid; presentations
conveying complex information however may require several. The point,

quite simply, is that listeners are as resistant to an unbroken barrage of
words as readers are to unbroken pages of prose.
Because the visual aids will be seen while the audience is listening to us,
we need to ensure that the visuals used are as simple as possible and as
easy to read. Hence we should:
Avoid excessive information on any single visual.
Use boldface type in a font size that can be easily read.
Limit the fonts we use to two per visual.
Avoid all caps.
Use a type--size and font--that contrasts distinctly with the

background.
Avoid visuals that use too many colors--more than four on any one
aid.
Use the plain background and a color--such as yellow or light green-

-and black text if we are preparing slides or transparencies for video
conferencing. Color can enhance a visual, but it can also reduce the
effectiveness of the message. The point is to use good judgment in
visual design
Avoid using templates available in programs such as PowerPoint just

because they tempting and may not be readable when text is placed
on them.
Avoid making the audience study our aids. If they are busy trying to
decipher our visual aid, they will not be listening to us.
Use bar graphs, line graphs, or circle graphs rather than tables,
particularly if the table has more than one column. Tables are harder
to interpret than a graphic presentation of the content. Also, tables
can easily contain excessive information and are more acceptable in
written reports where the reader has time to study them. Bar graphs,
circle graphs, simple diagrams, pictures, and lists are standard types
of visual aids. We must limit the aid to the concept, data, or point we
are trying to make.
Be certain that the visual has an immediate impact.
Efficient telephonic communication techniques

For any business, effective telephonic communication is a requirement.
From the time a call is initiated until it is terminated, we--and our
company--are being evaluated by the person on the other end of the call.
Speaking 151
Taking the time to learn techniques for good telephone communication
makes every call we take or make more effective.
Initiating the Call

We must ensure our greeting gets the call off on the right foot. Whether
we are making a phone call or receiving a call, the greeting the caller
receives establishes the tone for the whole rest of the conversation. We
should identify ourselves, our company, and state the reason for calling
if we are initiating the call. If receiving a call, we should ask the caller
how we can help him or her. We must remember to keep our tone
friendly and helpful.
Getting to the Reason of the Call

Telephone communication is very important because it allows both
customers and employees to gather information or solve problems at
faster pace. After greetings and introduction, we need to explain or ask
the reason of the call. We need to maintain friendly and helpful attitude.
We should not rely on our memory and take notes of information and
repeat it back to the other party for clarity.
Arriving at a Resolution
We need to determine whether a resolution has been achieved before
finishing the call. We or the other party made a phone call for a reason:
to gather information, solve a problem or to make contact with someone
else. If we called for information, we should recap what we learned with
the other party to make sure we have the complete information and it is
correct. If the other party initiated the call to solve a problem, we restate
the problem and the solution that we have offered to ascertain whether
the caller has reached a resolution.
Ending the Call

Before ending the call, we should politely thank the person on the
other end of the phone for his or her time. It may seem dramatic, but
the ending of a business call is just as important as the greeting. If we
initiated the call, we want to make sure we have reached a resolution
before it ends. If the other party initiated the call, it is important to
determine whether or not the caller has achieved the purpose of the
call. We can also ask if there is any other information the other party
needs from us, or if there is any information he or she would like to
give us. If follow-up action is needed, we should give or get the contact
information before ending the call. Above all else, the best practice is to
end the call on a pleasant note.
Strategies for Effective Phone Communication

Return calls in a timely fashion; failure to do so reflects poor customer
service. Voicemail can be both friend and foe. As a caller, be sure to

leave voicemails that are succinct and informative. Leave your name,
business, reason for your call and contact information.
Put the customer on hold only if it is absolutely necessary. No one

likes to be left on hold indefinitely. If you must put a customer on
hold, estimate the time of the wait and ask whether he or she would
mind holding. If you do have a caller on hold, check in with the
caller every 45 to 60 seconds. A minute is a lifetime when you are
on hold.
Never let a phone ring more than four times. Doing so tells callers that
their call is not important to you or you are busy or not available
You need to:
Breathe Before taking the call, take a deep breath. Most of us

are what they call shallow breathers. We take small breathes in
and out and therefore, sound tired when we answer the phone.
Practice taking a very big breath and answering the phone at the
top of that breathe. You will continue speaking on the exhale of
that breath and the caller will hear energy in your voice. You can
also practice it when you are making a call and start your breath
as the phone is ringing on the other end. Youll be surprised how
you feel when you use this technique.
Be Sincere If we are honest with ourselves, we are all problem

solvers in some way. People call us to have a problem answered.
Whether it is to get driving directions, or hours of operation or
questions about our merchandise, they have a question and want
it answered quickly, intelligently and politely. It is important to
put the customers needs ahead of ours. Have you ever been in a
store and you were just about ready to put your things down on
the counter to pay for them and the employee says, Youll have
to go to another register, I am going on break now. A customer
will remember how attentive you were to their needs when they
are asked to make a referral!
Smile Im sure youve heard this before. Yes, its true. You can hear
a smile. Try it; youll be surprised how people react differently
when you put a little smile in your voice. If the person on the
other end hears dread or boredom in your voice, they will mimic
it. Its human nature to mirror one another. So make it routine
that, the second you put the phone to your ear, you are physically
smiling.
Dont Multi-task When youre speaking on the phone, dont

try to do something else at the same time. Concentrate on the
Speaking 153
conversation. The person on the other end will likely be able to
tell if you arent listening. And weve all heard the tap-tap of the
keyboard in the background while on the phone with someone.
Its very rude and, no matter how good you think you are at
multi-tasking, its likely that you arent catching everything the
person is telling you if youre busy doing something else.
Beware of dead air When conducting business over the phone,

there are many times we experience dead air. For example, you
call your credit card company and ask the representative what
your balance is. They have to wait for the computer to pull it up
so youre sitting in silence while that happens. Thats fine. The
important factor here is to tell the person on the other end what
you are doing. Let them know youre looking up the information
and itll take just a minute. Especially with cell phones these days
- you dont want someone thinking the call has dropped. If you
have to take a minute to look something up or gather a file, tell
the person on the other end what you are doing and how long
it will take. If something will take longer than a minute, offer
to place them on hold or call them back later. You dont need to
keep them around just to listen to you breathe.
Slow Down and Adapt The phone strips us of everything we use

to communicate with except our voices. This means that our tone
carries all the weight of portraying our feelings. It also means
that, when explaining something, we only have words to do the
work. No pictures, no hand motions, no facial expressions; just
words. So if someone doesnt understand something were saying,
wed better find another way to say it. A good communicator is
someone who can change the way they communicate to suit the
person theyre speaking to. Its not about expressing yourself; its
about expressing yourself in a way that makes sense to the other
person. So the best way to handle it over the phone is to slow
down and adapt when needed. If you are explaining something
complicated to someone and they just dont get it, dont get
frustrated and repeat the same explanation. Slow down and take
a different approach.
Telephone etiquettes
While not as impactful as a face-to-fact meeting, a telephone call is a real
time business communication and our caller deserves our undivided
attention, difficult though that may be. As a manager, it is very possible
that an administrative assistant will answer our incoming phone calls
and screen them for us. Depending on our specific function within the
organization, we may take many calls or only a few. Regardless, the

rules of telephone etiquette apply whenever we take a call or our ability
to add value to the organization during that particular communication
may be lost.
The Art of Saying No

Depending, again on the corporate culture and our personality type,
saying no can be a very difficult part of business communication. We
may be uncomfortable having to tell others we cannot do something,
or we may feel obligated when a co-worker asks for a favor, or we may
feel pressured when someone above us on the organizational chart tells
us they need something done. When this happens, it is because a little
voice inside us is saying that if I say no, I am rejecting the person
making the request, when in fact, we are simply rejecting their current
request. Saying yes when we really want to say no can become a
major stressor in our job and waste an awful lot of time. Therefore it is
well worth some initial discomfort to become comfortable learning to
saying no.
Using Humor at Work

It has been proven in the medical community that humor to raise your
immune system and release those wonderful endorphins. No wonder
the benefits of laughter are actually being harnessed by businesses in
laughter workshops and formal chuckle sessions as part of business
communication training.
The problem with humor is that it is can go wrong at times. One persons
idea of a good joke can be another persons insult. How do we avoid
humor that has the potential to offend our co-workers? There is one
simple answer: Use jokes about situations, not people. Why? Because
regardless of age, hair color, sex, national origin or anything that
distinguishes us as humans, we all can identify with a situation.
Wordplays and puns

Another potential issue that comes with the use of humor is wordplays,
puns or anything else based on figures of speech, slang or jargon. We
should ensure that humor is in the concept, not the words themselves. Co-
workers whose first language is other than English may not understand
them and will be left wondering what they missed.
References ehow.co
All about tone and body language by Jim Hilfrey
Ten Ways to Increase Group Participation in Team Meetings by Shirley Lee
How Are Communication Skills Impacted in a Business Negotiation Situation
Speaking 155
By Miranda Morley
http://riceowl.rice.edu
Techniques for Effective Telephone Communication by Richard Hue

Part Two
Listening
Chapter Four
Demonstrate through examples the traits of a good listener
Demonstrate through examples the barriers to listening
Demonstrate through examples the effective listening techniques
Demonstrate through examples how lack of concentration impacts

listening
Listening Listening is an essential part of communication, and it is different from

hearing. Being a good and patient listener helps us not only solve many
problems at work or home, but also help us to see the world through
the eyes of others, thereby opening our understanding and enhancing
our capacity for empathy. In addition, we get to learn from listening. As
simple as listening to and acknowledging other people may seem, doing
it well, particularly when disagreements arise, takes sincere effort and
requires practice.
How to become a good listener

We need to place ourselves in the other persons shoes. We often wonder
how listening to other person will help us. Active listening is not about
inward thinking. Instead, we must look at the problems from the other
persons perspective and show respect to his or her point of view. It is not
a good practice to consider ourselves to be smarter than the speaker and
assume that if we would have been in his or her shoes, we would have
seen our way through the problem faster.
We should create an effective physical and mental space. We should

remove all distractions and concentrate on what the other person is
saying. It may be easiest to arrange to talk somewhere where distractions
will not occur. We need quiet our mind and open ourselves to what the
person might have to say.
We should stop talking and stay silent. It might sound obvious, but one
of the biggest obstacles to listening, for many people, is resisting the
impulsive thoughts. Likewise, many think empathy means sharing with
the speaker similar experiences that the listener has had. Both can be
Listening 157
helpful, but they are easily abused. We need to put aside our own needs,
and wait for the other person to talk at their own pace.
We can follow and encourage the speaker with body language. Nodding
our head will indicate that we are listening to the speaker, and this will
encourage them to continue. Adopting body postures, positions and
movements that are similar to the speaker (called mirroring) will allow
the speaker to relax and open up more. We can follow the techniques
given below:
Our expression: We need to look interested and meet the gaze of our
speaker from time to time. We should not overwhelm the speaker by
staring intently, but should reflect friendliness and openness to what
we are listening to.
Read between the lines: We should be watchful for issues that have
been left unsaid or for cues that can help us gauge the speakers
true feelings. We should watch the facial and body expressions of
the speaker to try and gather as much information as we can, but
necessarily by asking for it.
We can practice empathetic sounding back technique. At appropriate

intervals during the conversation, it is helpful to summarize and
restate and/or repeat and encourage the main points.
Repeat and encourage: Repeat part of the conversation to the speaker

and at the same time, encourage the speaker with positive feedback.
For example, we might say: The initiative that you have taken to
improve customer services is brilliant. I am interested in knowing
more about it. We need to go easy with this technique because if you
overwork it, it may come across as being patronizing.
Summarize and restate: It is also very useful to summarize what the

speaker is saying and restate it in our own words. This is a form of
reassuring the speaker that we have been listening to what he or she
is saying. It also provides the speaker with an opportunity to correct
any wrong assumptions or misconceptions that may have arisen
during the course of the conversation. This technique helps when we
are getting frustrated or restless while listening.
We should not interrupt by adding our opinion about topic being

discussed. We should wait for another person to ask our opinion
before interrupting the flow of discussion. Active listening requires
the listener to shelve his or her own opinions temporarily, and await
appropriate breaks in the conversation for summarizing. We should
abstain from giving direct advice. Instead, we should let him or her
talk the situation out and find his or her opinion.

We should ask meaningful and empowering questions. We should
not seek to probe or make the other person defensive. Rather, we
should consider asking questions as a means by which the speaker
can begin to reach his or her own conclusions about the concerns or
issues being raised. Once we have shown empathetic listening, it is
time to move into empowering listening by re-framing the questions
that we ask the speaker.
We should wait for the person to open up. In the process of encouraging
a constructive response, an active listener must continue to be patient
and let the speaker acquire his or her full flow of thoughts, feelings,
and ideas.
We should try to reassure the speaker that he is in control of the

situation. Whatever the conclusion of the conversation, we should
let the speaker know that we have been pleased to listen and to be
a sounding board. We need to make it clear that we are open to
further discussion if need be and reassure the speaker of keeping the
discussion confidential. We can offer to assist with any solutions if we
have the ability, time, and expertise. We should also avoid building
false hopes. If the only resource we can provide is to continue to be
an active listener, we need to make that very clear; in and of it, this is
a very valuable help to any person.
In order to be a good listener we should avoid phrases such as:
Are you sure?
Its not that bad
Sleep on it. You are going to feel better tomorrow
Do not be judgmental
We should:
Never criticize while listening.
Remember that the more difficult listening becomes, the more

important it is to listen.
Remember that when our counterpart feels that he or she has been
listened to, he or she is much more likely to listen to our ideas.
Postpone an important conversation if we are not in the mood to

listen. It is better not to talk if we are not ready than to try and force
through a conversation when we are too distracted by issues, such
as personal commitments or a headache, that may prevent us from
listening.
Listening 159
Avoid phrases that imply that we have not listened closely such as
Yeah but... Instead, learn to use phrases that provide confirmation
that we have heard the other side completely, such as I see. Now tell
me what you would do...
Keep in mind that sometimes we need to listen between the lines,

but there are times when we need to absorb the information as it
comes to us. When we listen intensively, our minds often begin to
form different situations and we get emotionally involved, which
creates barriers to our ability to listen from the speakers perspective.
This is similar to making judgments and drawing conclusions before
all has been said. We should avoid getting too involved when we are
not asked to.
When we look at the person we are listening to, we should try to look
into their eyes. This shows that we are focused. However we must try
not to stare the speaker down or look at him disapprovingly.
Listen to the other person with open-mindedness and optimism.
Never poke fun at or ridicule the speaker.
Avoid trivializing. Avoid comments such as, Numerous people have

this problem so dont worry about it.
Avoid parroting by repeating every word after the speaker. This can
be quite annoying to the person you are trying to listen to.
Refrain from telling or imposing advice.
Barriers to listening
We generally tend to focus more on becoming good speakers and ignore
the importance of effective listening. We can improve our listening
abilities if we are willing to listen effectively. Nearly every aspect of
human life could be improved by listening effectively-- from family
matters to corporate business affairs to international relations.
Following are the common barriers to good listening along with

suggestions for overcoming each.
Knowing the answer

Knowing the answer means that we think we already know what the
speaker wants to say, before he or she actually finishes saying it. We
might impatiently cut her off or try to complete the sentence for him
or her.
Even more disruptive is interrupting the speaker in the middle and show
disagreement with his or her view. This is a common problem since most
of our opinionated and difference of opinions generally results into an

argument. The speaker may also feel that nobody values to what he or
she is saying.
The knowing the answer barrier also causes the listener to pre-judge
what the speaker is about to say -- a kind of closed-mindedness.
Strategy for overcoming this barrier

The trait of a good listener is to keep an open, receptive mind. He looks
for opportunities to stretch his mind while listening and to acquire new
ideas or insights, rather than reinforcing his views and opinions.
A simple strategy for overcoming the knowing the answer barrier is

that we wait for at least three seconds after the speaker finishes before
reacting. This way every one will get a chance to speak and a conversation
will not result into heated discussion.
Another strategy is to schedule a structured session during which only

one person speaks while the other listens. We can switch roles in the
next session. Hence when we participate as a listener we are only allowed
to ask supportive questions or ask questions for clarity. We should try
not to give our opinion and try avoiding questions which reflect our
opinions, views or statements.
We should commit ourselves to learn at least one new thing from every
conversation. Looking for something new and interesting will make us
more attentive and receptive while listening.
Trying to be helpful
Another significant barrier to good listening is trying to be helpful.
Although trying to be helpful may seem beneficial, it still counts as
interference. If the listener is thinking about how to solve what he
perceives to be the speakers problem, he may get lost in trail of thoughts
and miss some important points of the conversation.
An old proverb says, When walking, walk. When eating, eat. In other
words, When listening, Listen.
We should devote our complete attention to the speaker. Interrupting

the speaker in order to offer advice disrupts flow of the conversation, and
impairs the listeners ability to understand the speakers experience.
Some of us have a messiah complex and we try to fix or rescue other

people as a way of feeling fulfilled. We behave as problem solves primarily
because we want to show others that we know more than the speaker.
However, that behavior can be a huge hurdle to good listening. This
approach also implies that we are being judgmental about the speaker.
This may raise emotional barriers to communication, as judgments can
Listening 161
sometimes mean that the listener doesnt have complete respect for the
speaker.
If the speaker is describing a difficult situation or long-term problem,

and we offer a facile, off-the-cuff solution, we are probably overlooking
the fact that he or she may have already considered your instant solution
long before.

Schedule a separate session for giving advice or have a session right after
the speaker is done talking. We can give a better advice if we first listen
carefully and understand the entire situation before offering help or
advice.
If we believe we have a valuable advice that the speaker is not likely to

know; we can politely ask the speaker if we may offer what we see as
a possible solution. It is better to wait for the speaker to invite us for
suggestions and feedback.
Treating discussion as competition

Some of us feel that agreeing with the speaker during a heated discussion
is a sign of weakness. We feel compelled to challenge every point the
speaker makes, even if we inwardly agree. Discussion then becomes a
contest, with a score being kept for who wins the most points in the
argument.
Treating discussion as competition is one of the most serious barriers

to good listening. It greatly inhibits the listener from stretching and
looking at a different point of view. It can also be frustrating for the
speaker.

Although competitive debate serves many useful purposes and can be
great fun, debating should either be continued in a different session or
could be initiated after the speaker is done talking.
Except in a very rare case where we truly disagree with speaker is saying,
we should avoid dismissing his or her statements completely.
We should try to voice active agreement whenever we agree and be very

specific about what we disagree with.
A good overall listening principle is to be generous with the speaker. We

should offer affirmative feedback as often as we feel comfortable doing
so.
Trying to influence or impress

Any ulterior motive such as trying to impress or to influence the
speaker will reduce the effectiveness of the listener. A person with the

agenda, other than simply listening to the speaker, will not be able to
pay complete attention while listening.
A listener with an ulterior motive, such as to influence or impress the

speaker, will probably use the spare capacity to think about his next
move in the conversation his rebuttal or what he will say next when
the speaker is finished instead of focusing on understanding the
speaker.

Trying to influence or impress is a difficult barrier to overcome,
because motives usually cant just be willed away. Deciding not to have
a motive usually only drives it beneath our awareness so that it becomes
a hidden motive.
One strategy is to observe our internal motives while we are listening.

Simply by noticing our motives, any ulterior motives will eventually
unravel, allowing us to let go and to listen more effectively.
Reacting to red flag words

Red flag words or expressions trigger an unexpectedly strong association
in the listeners mind, often because of the listeners private beliefs
or experiences. Good listeners have learned how to minimize the
distraction caused by red flag words, but a red flag word will make almost
any listener momentarily unable to hear with full attention.
The speaker may not have actually meant the word in the way that the
listener understood. However, the listener will be so distracted by the
red flag that he or she will not notice what the speaker actually did mean
to say.
Red flag words do not always provoke emotional reactions. Sometimes

they just cause slight disagreements or misunderstandings. Whenever a
listener finds himself disagreeing or reacting, he or she should be on the
lookout for red flag words or expressions.

When a speaker uses a word or expression that triggers a reflexive
association, we can ask the speaker to confirm whether he or she meant
to say what we heard.
When we hear a word or expression that raises a red flag, we should try
to stop the conversation, if possible, so that we do not miss anything that
the speaker says. We can ask the speaker to clarify and explain the point
in a different way.
Listening 163
Believing in language
One of the trickiest barriers is believing in language -- a misplaced
trust in the precision of words. Language is a guessing game. Speaker and
listener use language to predict what each other is thinking. Meaning
must always be actively negotiated.
Its a fallacy to think that a words dictionary definition can be transmitted

directly through using the word. An example of that fallacy is evident
from the statement, Our strategy seems to be all over the place.
Of course, the naive assumption here is that all over the place means
well spread out, however here it is being used in an entirely different
context meaning not in one place or unfocused.
The words reflect the experiences the speaker shares with the listener. If
the listener hasnt had the experience that the speaker is using the word
to point at, then the word points at nothing. Worse still, the listener may
quietly substitute a different experience to match the word.

If we are listening closely, we can detect the words that have a different
connotation for us from the speaker and we can ask the speaker
supporting questions to cross-verify the context of the word.
We should not assume that words or expressions mean exactly the same
to us as they do to the speaker. We can stop the speaker and question the
meaning of a word. Doing that too often causes a lag in the conversation
but it is better to be on the same wavelength with the speaker rather
than getting the entire conversation wrong.
Mixing up the forest and the trees

A common saying refers to an inability to see the forest for the trees.
Sometimes we pay close attention to detail to the extent that we miss the
entire meaning or context of the situation.
Some of the speakers act as trees as they prefer providing concrete and
complete explanations. They might explain a complex situation just by
naming or describing its characteristics in no particular order.
Other speakers are forest people. When they have to explain complex
situations, they prefer to begin by giving a sweeping, abstract birds-eye
view.
Good explanations usually involve both types, with the big-picture

forest view providing context and overall meaning, and the specific
trees view providing illuminating examples.
When trying to communicate complex information, the speaker needs

to accurately shift between forest and trees in order to show how the

details fit into the big picture. However, speakers often forget to use
turn indicators to signal that they are shifting from one to another,
which can cause confusion or misunderstanding for the listener.
Each style is prone to weaknesses in communication. For example,

trees people often have trouble telling their listener which of the
details are more important and how those details fit into the overall
context. They can also fail to tell their listener that they are making a
transition from one thought to another -- a problem that quickly shows
up in their writing, as well.
Forest people, on the other hand, often baffle their listeners with
obscure abstractions. They tend to prefer using concepts, but sometimes
those concepts are so removed from the world of the senses that their
listeners get lost.
Trees people commonly accuse forest people of going off on tangents

or speaking in unwarranted generalities. Forest people commonly feel
that trees people are too narrow and literal.

We can explicitly ask the speaker for overall context or for specific
exemplary details, if needed. We can verify by asking the speaker how the
trees fit together to form forest. Having an accurate picture of how the
details fit together is crucial to understanding the speakers thoughts.
An important point to remember is that a trees speaker may become

confused or irritated if we try to provide the missing context, and a
forest speaker may become impatient or annoyed if we try to provide
missing examples.
A more effective approach is to encourage the speaker to provide missing

context or examples by asking him or her open-ended questions. Asking
open-ended questions when listening is generally more effective than
asking closed-ended ones.
For example, an open-ended question such as Can you give me a concrete

example of this? is less likely to cause confusion or disagreement than a
more closed-ended one such as Would such-and-such be an example of
what you are talking about?
Some speakers may even fail to notice that a closed-ended question is

actually a question. They may then disagree with what they thought
was a statement of opinion and that will cause distracting friction or
confusion.
The strategy of asking open-ended questions, instead of closed-ended or

leading questions is an important component of good listening.
Listening 165
Selective listening
People tend to hear what they expect to hear, need to hear, or want to
hear and block out the rest. For example, if we have been feeling lack of
confidence in ourselves lately, we might hear everything that is said to us
through a filter of Im no good. Or we might tune out everything that
is critical, unpleasant, or negative because it appears to be threatening.
We should keep in mind that everybody uses some form of selective
listening. We need to learn our form of selectivity and observe our
tendency to block listening with it.
Mindful listening
Many common symptoms of poor listening, such as interrupting other
speakers, come from a deeper cause: communication anxiety. Techniques
for developing mindful listening can improve the effectiveness of
listening by helping to manage communication anxiety. To be mindful
means to become consciously aware of what would otherwise be unseen
due to inattention.
Here is a brief look into the psychology of listening, exploring some

of the root causes of miscommunication and examining some of the
thoughts, feelings, motivations, and preconceptions acting as filters that
the listener may not be mindful of.
Communication anxiety
Communication anxiety lies at the root of many hindrances to
wholehearted and effective listening. It strikes nearly all listeners and
speakers - especially in challenging situations, where effective listening
is critically important.
Anxiety has an adverse effect on access to mental resources, narrowing

the scope of attention, and shifting the mind into a more reactive and
less flexible tunnel-vision mode. It also impacts memory and higher-
order thinking negatively - exactly the cognitive resources that a listener
most needs in order to process what a speaker is saying.
The stronger the communication anxiety, the more difficult it will be

for that person to listen effectively, despite best intentions.
Common triggers of communication anxiety

The following are common examples of communication anxiety.
Fear of running out of time - Communicators may fear that the

conversation will end before they meet the objective of the conversation.
The listener fears that what the speaker is saying will not lead to what
the listener desires to achieve from the conversation. Realizing that time
is running out, the listener may signal his or her anxiety, perhaps by
interrupting or by taking on an impatient demeanor.

Fear of not completing a point The speaker may fear not being able
to communicate all details associated with the topic. As a result, he or
she may try to provide excessive information, causing listeners to lose
interest or to miss the main point to know. Listeners, in turn, may fear
that in an attempt to complete the point, the speaker may go overboard
and lose focus.
In healthy conversation, listeners and speakers are receptive to feedback

from their speaking partners and negotiate with each other to meet
their mutual expectations for the exchange.
Fear of incorrect emphasis - In some cases a complex topic entails

competing or contradictory factors that should be taken as a whole in
order to have a meaningful view of that topic.
Listeners may misconstrue speakers emphasis of one factor as being a

denial of another. They may forget that the speaker has a broader picture
of the subject than what is implied by specific point that the speaker has
chosen to make at that moment.
A listener may anxiously interrupt the speaker to counter the point

of emphasis or clarification. The speaker may then misinterpret the
listeners objection as being an argument against the speakers point. The
result can be conversational noise, misunderstandings, and interference
in the smooth exchange of ideas in the conversation.
Physical signs of communication anxiety

Here are some common examples of physical symptoms of
communication anxiety.
Time-checking - This is one of the surest signs of communication anxiety.

If we feel an irresistible urge to look at our watch or to glance at a clock
while someone else is speaking, we are suffering from communication
anxiety.
Fidgetiness - Fidgetiness is also a clear sign that the listener may feel
overwhelmed or anxious. In many cases fidgeting seems to be caused
by the body starting to act and then being consciously overruled. The
fidgety listener would rather get up and run away, but that movement is
constrained by conditioning, such as a learned sense of responsibility to
stay and finish the conversation.
Yawning - We usually think of yawning as being caused by tiredness.

That may sometimes be true. However, its interesting to note that people
rarely yawn when theyre doing something that theyre completely
interested in.
Listening 167
Yawning seems to happen when we feel restricted in some way. Its a
stretching response, a response to feeling suffocated psychologically,
if not physically.
Eyes unfocused - Just as fidgets are the bodys overridden attempts to

flee or respond to an undesirable situation, unfocused eyes show that
the person would rather not see the present situation. The eyes are
connected directly to the brain. In fact, with certain types of damage to
the brain stem, a person may be unable to move any part of the body,
including facial muscles, but still be able to move the eyes.
When the eyes go unfocused, or glaze over, the brain is saying, I dont
want to be here right now. It isnt surprising that the eyes themselves
reflect the fact that the person is paying attention to the daydream,
memory, or perhaps to a captivating thought.
Micro-expressions - The emotional part of the brain has a shorter

circuit to facial muscles than does the cortical brain, where deliberation
occurs. Emotions register on the face for a fraction of a second before
other cognitive functions of the brain have a chance to conceal them or
change them to a more socially acceptable expression.
The result is that for an almost impossible-to-notice instant, the face

reveals how a person really feels about a situation, before their expression
changes to how they believe theyre supposed to feel.
Effective listening Expressing our wants, feelings, thoughts and opinions clearly and
techniques effectively is only half of the communication process needed for
interpersonal effectiveness. The other half is listening and understanding
what others communicate to us. When a person decides to communicate
with another person, he/she does so to fulfill a need. The person either
wants to share a view or give an advice or opinion, needs a favor, feels
discomfort, and/or has feelings or thoughts that he or she needs to
share.
In deciding to communicate, the person selects the method or code which

he/she believes will effectively deliver the message to the other person.
The code used to send the message can be either verbal or nonverbal.
When the other person receives the coded message, they go through the
process of decoding or interpreting it into understanding and meaning.
Effective communication exists between two people when the receiver
interprets and understands the senders message in the same way the
sender intended it.
Different types of listening is summarized using a simple mnemonic

device; DJASPER

1. Detective listening
2. Defensive listening
3. Judgmental listening
4. Active listening
5. Selective listening
6. Passive listening
7. Pseudo listening
8. Empathetic listening
9. Evaluative listening
10. Reflective listening
Detective Listening Techniques

These types of listeners listen to get unknown information and details.
Detective listening usually happens when the listener suspects a lie
or dishonesty from the counterpart. Imagine a situation where the
treasurer detects one of his subordinates quotes exchange rate to the
clients without considering the market interest rates. The treasurer
would listen to the subordinates justification of quoting the rate he did,
in a detective listening manner, to catch his mistake. The conversation
can take the following shape:
Treasurer: Did you verify the quotes you gave to the

client?
Subordinate: Yes sir, I did.
Manager: Where from? Can I see a copy of the quotes?
While the subordinate answers, the treasurer listens in

a detective manner to prove the subordinates mistake.
Defensive listening styles should be avoided often

Anything said is taken personally by defensive listener. One of the
examples of defensive listening is when a manager asks, Why is the
task incomplete? a defensive listener would say, It is not my fault.
Though the manager was talking about the task, the subordinate
took it personally. Often, defensive listening should be consciously
avoided. A good listener would listen to issues rather than taking things
personally.
Listening 169
Judgmental listening
During judgmental listening opinions and critics are made on the
counter part rather than concentrating on the issue. Example of
judgmental listening is when a person says, I was hurt and the other
person thinks, You deserve it. One of the traits of good listening skills
is to have a neutral attitude and outlook towards the issue.
Selective Listening
Only a part of information is absorbed during selective listening.
This could be due to various reasons such as noisy place, too many
interruptions like phone calls, or low volume by the speaker, or
disinterest from the listener. However, selective listening, sometimes, is
also effective. For instance, when a manager is blasting, the subordinate
selectively listen the issue rather than focusing on the harsh words.
Pseudo listening
Listeners of this type seem to be listening but they are not. Nodding
head, looking interested, or uttering words such as ahan..ok.. are
some verbal cues that are contradicting to the fact that they are actually
thinking about something else rather than listening.
Effective Ways of Listening

Active listening
Active listening is one of the most effective listening techniques.
Listening to feeling, emotions, beliefs, attitude, and action nonverbal
cues is active listening. Active listening involves both heart and brain.
Active listeners encourage the other person to talk, show keen interest
to understand and identify the issue.
Empathetic Listening
Empathetic listening is similar to active listening. In a conversation, when
the person puts himself/herself in the place of other person accounts for
empathetic listening. Common phrase used during empathetic listening
include, I understand, I know how you feel, and How can I help you.
Empathetic listening is one the most effective listening skills, which is
prominent among successful sales professionals, corporate trainers, and
winning leaders and managers.
Evaluative Listening
Analyzing the issue, getting deep in the challenge to understand and to
find the solution are some of the characteristics of evaluative listening.
Though critics are made to see whether the issue is good or bad, right or
wrong, finding the solution is the focus during evaluative listening.
Reflective listening
Reflective listeners are waiting for the other person to stop talking so
that the listeners can proceed talking. In fact, sometimes they are not

actually listening but mentally preparing the content and waiting for
an opportunity, such as a pause from the other person, to continue with
their issues.
To be an effective listener, we should avoid:
Detective
Defensive
Judgmental
Pseudo and
Reflective types of listening.
A good Listener would fall in the below types of listening:
Active
Selective
Empathetic types of listening.
It takes only one or two minutes to memorize this simple mnemonic

device, DJASPER, but can forever reminds one of the vital basics of
nonverbal communication skills; the listening.
References ehow.com
Michael Webb-Eight Barriers to Effective Listening
Listening 171
Part Two
Non-verbal communication
Chapter Five
List the types of non-verbal communication
Define paralanguage (tone of voice)
Explain the impact that paralanguage has on communication
Demonstrate the importance of body language
Illustrate the importance of eye contact
Apply the significance of physical touch and what it implies
List the components of gestures
Discuss how gestures impact communication
Illustrate through an example the use of gestures
Illustrate through an example the use of different gestures in

different contexts and cultures
Non Verbal Non-verbal communication does not require using words. It is

Communication our natural reaction towards others. The real value of non verbal
communication lies in the insight it can give to our own behavior. It is
impossible to discuss verbal communication without considering non
verbal communication.
In recent times research and analysis have been done on the non verbal
elements that people read. Research has shown that many of the gestures
are unconscious and in born. We all signal our thoughts and emotions
involuntarily. Much of our basic non-verbal behavior is learned from
our environment and culture we need to be careful in displaying the
right culture.
People mostly communicate through nonverbal communication.

Nonverbal communication is how humans communicate their thoughts
and feelings. If there is a discrepancy between what we say and what
we mean, our audience will believe our body language over our words.
In effective communication, both verbal and nonverbal aspects are
congruent and send the same message.

Types of non-verbal communication
Kinesics
Kinesics is a body language, including posture, facial expression,
eye contact, movement and gestures. Of these, eye contact and facial
expressions are relied upon most for meaning and perception. If we hold
our back straight and head high, we appear to be confident and self-
assured, but a depressed slouch tells a different story. A firm handshake,
eye contact and an open smile communicate that we are warm and
friendly. Following are some of the kinesics explained:
Facial Expression
Facial expressions are a dynamic feature of nonverbal communication.

Various facial expressions can mean a variety of things. For example, a
frown can reflect agitation or displeasure, a smile can mean happiness,
a sneer could mean anger and a yawn, in some cases, can hint at
boredom.
Gestures
Gestures are a main form of nonverbal communication. Gestures include

shaking someones hand, waving or pointing; a viewer of these gestures
will garner clues as to what we are trying to communicate. Someone
who crosses his arms over his chest may be displeased or feeling closed
off to those around him.
Posture
Posture plays a vital part in nonverbal communication. Someone who

seems stiff can come across as nervous or uncomfortable with the
situation. Crossing legs can be a sign of formality, while sitting with
the knees apart from each other is a sign of feeling relaxed or at home.
We should avoid slouching in a setting where we are trying to make a
good impression, as slouching can be perceived as a sign of boredom or
disinterest.
Body Movement
Body movement is also regarded as nonverbal communication. For

example, when we walk with our head high, it reflects self-confidence
and power. Most of us may think our body movement does not speak
but this is not true. If we are seen walking in corridor, head bent down
and shoulders slouched may be because we are suffering from fever,
others observing us may think we are having a rough day at work.
Artifacts
Clothing and accessories convey information to others about how we
carry ourselves. Artifacts express personality of the person and his
Non-verbal communication 173

interests and beliefs. Personal objects also help determine how a person
is perceived in terms of status and credibility. The old saying, clothes
make the man is true especially in first impression.
Haptic
Haptic refers to touch in communication, and how it is used or avoided.
It is one of the most powerful types of nonverbal communication and
should be used carefully. Different cultures have different rules about
touching, and what is appropriate in one might not be in another. A
soft pat on the shoulder will communicate far more empathy than mere
words.
Proxemics
How close people stand to each other is a nonverbal cue in communication.
Proxemics means the use of space, the personal space around us, where
we choose to stand and how comfortable we are with our surrounding.
This, too, is culturally determined. Level of intimacy in the relationship
also affects personal space.
Paralanguage
Paralanguage is how we say what we say. Tone and inflection of voice as
well as loudness all convey messages to others. Saying something kind,
but saying it in a harsh voice, sends a definite mixed message, and it is
the harsh voice what will be believed.
How to Improve Nonverbal Communication Skills

Good communication skills can help us in both our personal and
professional life. While verbal and written communication skills are
important, research has shown that nonverbal behaviors constitute
a large percentage of our daily interpersonal communication. We
can improve our nonverbal communication skills by adopting the
following:
1. Pay Attention to Nonverbal Signals
People can communicate information in numerous ways; therefore we

should pay attention to actions such as eye contact, gestures, posture,
body movements, and tone of voice. All these signals can convey
important information that is not put into words. By paying closer
attention to other peoples nonverbal behaviors, we can improve the
ability to communicate nonverbally.
2. Look for Incongruent Behaviors
If someones words do not match his or her nonverbal behavior, we

should pay careful attention. For example, someone might tell us they
are happy while frowning and staring at the ground. Research has shown
that when words fail to match with nonverbal signals, people tend to

ignore what has been said and focus instead on nonverbal expressions
such as moods, thoughts, and emotions.
3. Concentrate on the Tone of Voice When Speaking
Our tone of voice can convey wealth of information, ranging from

enthusiasm to disinterest to anger. We should start noticing how our
tone of voice affects others and try using tone of voice which sounds
honest and convincing to communicate effectively. For example, if
we want to show genuine interest in a matter, we should express our
enthusiasm by using a lively and energetic tone.
4. Use Good Eye Contact
When people fail to look others in the eye, it can seem as if they are
evading or trying to hide something. On the other hand, constant eye
contact can be confrontational or intimidating. While eye contact is an
important part of communication, it is also important to remember
that good eye contact does not mean staring at someone. How can we
determine the appropriate level of eye contact? Some communication
experts recommend intervals of eye contact lasting four to five seconds.
5. Ask Questions About Nonverbal Signals
If we are confused about another persons nonverbal signals, we

should not be afraid to ask questions. A good idea is to repeat back
our interpretation of what has been said and ask for clarification. An
example of this might be, So what you are saying is that...
6. Use Signals to Make Communication More Effective and

Meaningful
We should remember that verbal and nonverbal communication work

together to convey a message. We can improve our spoken communication
by using nonverbal signals and gestures that reinforce and support what
we are saying. This can be especially useful when making presentations
or when speaking to a large group of people.
7. Look at Signals as a Group
A single gesture can mean a lot or maybe even nothing. The key to
accurately reading nonverbal behavior is to look for groups of signals
that reinforce a common point. If we place heavy emphasis on just one
signal out of many, we might come to an inaccurate conclusion about
what a person is trying to communicate.
8. Consider Context
When we are communicating with others, we must consider the

situation and the context in which the communication occurs. Some

situations require more formal behavior that might be interpreted very
differently in any other setting. We should consider whether or not
nonverbal behaviors are appropriate for the context. If we are trying to
improve our own nonverbal communication, we should concentrate on
ways to make our signals match the level of formality necessitated by
the situation.
9. Be Aware That Signals Can be Misread
According to some, a firm handshake indicates a strong personality

while a weak handshake is taken as a lack of fortitude. This example
illustrates an important point about the possibility of misreading
nonverbal signals. Always remember to look for groups of behavior.
A persons overall demeanor is far more telling than a single gesture
viewed in isolation.
10. Practice, Practice, Practice
Some people have a skill of using nonverbal communication effectively

and correctly. These people have the ability to read people. In reality,
we can build this skill by paying careful attention to nonverbal behavior
and practicing nonverbal communication with others. By observing
nonverbal behavior and practicing our own skills, we can dramatically
improve our communication abilities.
Examples of Non Verbal Communication

Example 1
Tina asks her supervisor for a raise, he looks at his
watch; she interprets his gesture as a signal that he
doesnt want to discuss the subject and begins to get
up.
Tinas supervisor looks at his watch to make sure he has

enough time to discuss with Tina what a raise would
entail for her. He is pleased to see Tinas confidence and
wants to inform her that a raise will be part of her
promotion. He also wants to inform her about the new
responsibilities added to her job and needs confirmation
from her.
He is surprised to see Tina preparing to leave and

wonders what went wrong.
Example 2
Bob is getting ready to go to lunch; he picks up a trade
magazine to read while eating lunch and heads for the
exit. He runs into a group of his co-workers who are on
the hallway chatting with each other.

They look at each other, without saying a word. Some of
them say hi to him.
Bob thinks they are all going out to lunch together

without him. He concludes thats why they looked at
each other knowingly.
What Bob doesnt know is that his co-workers had

just been talking about him. They had been concerned
about Bob just hurrying out at lunch time by himself
all the time. They had noticed he stopped going out to
lunch with them and seemed to be preoccupied with
something at all times. They were worried about him.
Example 3
Tom is asking his supervisor Frank for a raise, his
supervisor looks at his watch. Tom interprets that
gesture as a signal that Frank doesnt want to talk about
a raise at this time. Tom decides to test his suspicions.
He asks his boss: Would you rather talk at another time,
do you have to leave now?
Toms supervisor looks surprised: Why? No, Tom, I

dont have to leave now, we can discuss your request
Frank wonders why Tom asked him if he needed to

leave now. Frank realizes that he was looking at his
watch absentmindedly and was caught by Tom doing
it.
Notice how Tom interpreted Franks gesture correctly and that Frank
gave him a verbal message that contradicted his nonverbal behavior.
When this happens, the nonverbal behavior is likely to convey the true
message, as in the example above.
Paralanguage Paralanguage refers to the non-verbal elements of communication used

(tone of voice) to modify meaning and convey emotion. Paralanguage may be expressed
consciously or unconsciously, and it includes the pitch, volume, and, in
some cases, intonation of speech. Sometimes the definition is restricted
to vocally-produced sounds. The study of paralanguage is known as
paralinguistic.
The term paralanguage is sometimes used as a cover term for body

language, which is not necessarily tied to speech, and paralinguistic
phenomena in speech. The latter are phenomena that can be observed

in speech (Saussures parole) but that do not belong to the arbitrary
conventional code of language (Saussures langue).
The paralinguistic properties of speech play an important role in verbal

communication. There are no utterances or speech signals that lack
paralinguistic properties, since speech requires the presence of a voice
that can be modulated. This voice must have some properties and these
properties of a voice as such are paralinguistic. However, the distinction
between linguistic and paralinguistic applies not only to speech but to
writing and sign language as well and it is not bound to any sensory
modality.
We are aware of the fact that the meaning of what we say is contained,
in part, in the words, or what we say, but that HOW we say things also
contains powerful messages. The word, Yes, for example, can be
interpreted in many different ways depending on HOW it is said.
The how something is said is referred to as paralanguage, which

includes intonation, emphasis, word and syllable stress, and so on.
Specifically, paralanguage can be broken down as follows:
Vocal Qualifiers
The non-technical term, tone of voice is same as vocal qualifiers. There
are various factors that can vary, and that affect our perception of tone
of voice; increasing loudness or softness (of a syllable, word phrase or
sentence) is one obvious one. A second set of vocal qualifiers involves
raised or lowered pitch, which can convey feelings such as fear, anxiety
or nervousness, or designate a question. Third, there is a spread register
and a squeezed register which refers to the spreading or compressing of
the time interval between the pitches when one speaks.
Another is rasp, or openness, which is to do with the muscular tensions

in the larynx when someone speaks. Anxiety will result in a raspier
utterance for example, a kind of choked sound, while openness is the
opposite.
Then theres drawling or clipping which is associated somewhat with

accent and whether the speaker is drawing out individual syllables or
clipping them. This is most noticeable if we compare a native English
speaker to someone who has learned French or German first.
Finally, pace can be increased or decreased. Speaking quickly tends

to communicate urgency or a high emotional state. Slow pace gives
the impression of uncertainty. Its worth noting that interpreting
all these vocal qualifiers requires knowing the speakers baseline
communication.

Vocal Differentiators
This category of paralanguage refers to another way that how one
says something can be influence by how it is said. Examples of vocal
differentiators are crying, laughing and breaking, where breaking refers
to speaking in a broken or halting manner. Clearly a phrase uttered by
a person crying will have a different impact than once said by a person
laughing.
Vocal Identifiers
These refer to the small sounds we make that are not necessarily words
per se, but have meaning. For example, ah-hah, un-huh, and huh-uh.
Such non-verbal (but tied to the voice) characteristics strongly affect

how something is extracted by the other person, and how we interpret
the words. They provide an additional context, and a very important
one. The key here is that we need to understand that how we say things
can be more important than what we say. When looking to diagnose
conflict, always look at these to determine if the how is the cause, rather
than the what.
The impact of paralanguage on communication

Inflection can have an effect on the impact of a message; and while
inflection is applied to words, it is a nonverbal treatment which can
completely change the meaning a person would be expected to attach
to the words. Inflections or emphasis applied vocally to a message are
known as paralanguage.
Paralanguage sounds just the opposite from the words themselves.

Someone may have greeted us with a good morning! but the tone of
the words may reveal anything but a good morning.
Communication is far more than speech and writing. Most of us are

unaware that we are communicating in many different ways even
when not speaking. We are rarely taught about this communication
in school even though it is very important for effective interaction
with others.Growing up in a society, we informally learn how to use
gestures, glances, slight changes in tone of voice, and other auxiliary
communication devices in order to alter or emphasize what we say and
do. We learn these highly cultured bound techniques over years largely
by observing others and imitating them.
Linguists refer to the auxiliary communication methods as

paralanguage. It is part of the redundancy in communication that helps
prevent ineffective communication. It can prevent the wrong message
from inadvertently being passed on, as often is the case in a telephone
call and even more so in a letter.The paralanguage messages that can
be observed through face to face interaction also make it more difficult

to lie or to hide emotions. Paralanguage is often more important in
communication than what is actually being said orally. It has been
suggested that as much as 70% of what we communicate when talking
directly with others is through paralanguage.
Kinesics
The most obvious form of paralanguage is body language or kinesics.
This is the language of gestures, expressions, and posture. We commonly
use our arms and hands to say good-bye, point, count, express
excitement, beckon, warn away, threaten, insult etc. In fact, we learn
many subtle variations of each of these gestures and use them according
to situations. We use our head to say yes or no, to smile, frown, and wink
acknowledgement or flirtation. Our head and shoulder in combination
may shrug to indicate that we do not know something.
While the meaning of some gestures, such as a smile, may be the same
throughout the world, the meaning of others may be completely different.
Tone and Character of Voice

The meaning of speech can also be altered significantly by tone and
character of voice. In English, the simple sentence I am here. can have
very different connotations depending on whether it is spoken with a
voice that is high, low, quick, slow, rising, falling, whispering, whining,
yelling, or sighing. Similarly, the sentence Are you here? has a different
meaning if it is spoken in a rising tone in contrast to a descending one.
Proxemics
When we speak to another individual or group, the distance our bodies
are physically apart also communicates a message. Proxemics is the study
of such interaction distances and other culturally defined uses of space.
Most of us are unaware of the importance of space in communication
until we are confronted with someone who uses it differently. For
instance, we all have a sense of what is a comfortable interaction distance
to a person with whom we are speaking.If that person gets closer than
the distance at which we are comfortable, we usually automatically back
up to reestablish our comfort zone. Similarly, if we feel that we are
too far away from the person we are talking to, we are likely to close
the distance between us. If two speakers have different comfortable
interaction distances, a ballet of shifting positions usually occurs until
one of the individuals is backed into a corner and feels threatened by
what may be perceived as hostile or sexual overtures. As a result, the
verbal message may not be listened to or understood as it was intended.
Your too close ideal distance too far
Comfort in interaction distance mostly has to do with the distance

between faces that are looking directly at each other. Most people do not

have the same feeling about physical closeness if they do not have eye
contact. In a crowd or an elevator, people usually choose not to look at
anyone in order to avoid feeling uncomfortably close.
The nature of the message communicated also affects interaction

distances. Average comfortable distances Among North Americans are
shown in the following table:
Distance Between Faces Tone of Voice Type of Message
very close (3-6) soft whisper top secret or sensual
close (8-12) audible whisper very confidential
neutral (20-36) soft voice, low volume personal subject matter
neutral (4.5-5) full voice non-personal

information
across the room (8-20) loud voice talking to a group
stretching the limits(20- loud hailing voice departures and arrivals

24 indoors and up to 100
outdoors)
Whispering and shouting generally get our attention more than speaking
with a normal voice. In addition to specifying comfortable interaction
distances, culture tells us when and how it is acceptable to touch other
individuals.
Cultural Use of Space

Culture also tells us how to organize space in such a way as to control
the nature of interaction. In most of the government organizations, for
instance, the senior manager is physically isolated in a very separate
private room. This tends to minimize his or her personal contact with
ordinary workers. In contrast, multinational organizations generally
have the managers desk at the end of a row of pushed together desks
used by subordinate employees. This maximizes his interaction with
them.A court room similarly alters behavior. In the United States, the
judge usually wears a black robe and sits behind an elevated desk.The
other desks and chairs in court are positioned so that all attention is
focusedon the judge.This intentional setting makes those present feel
respectful and subservient to the judge, thereby making it easier for him
or her to control the proceedings.

Cultural Use of Time
When people come together with very different cultural expectations
about time, there is a potential for misunderstanding, frustration, and
hurt feelings. This could occur, for instance, if a Brazilian businessman
does not arrive on time for a meeting with a potential North American
customer in New York and fails to give an apology when he arrives.For
the Brazilian, time may be relatively elastic and the pace-of-life a bit
slower. He believes that he was sufficiently prompt for the scheduled
business meeting, having arrived within a half hour of the appointment.
It is not surprising that he is astonished and offended when he is treated
coldly by the North American who also feels slighted by what he perceives
as rudeness. Compounding the situation is likely to be differences in
their comfortable physical interaction distances. This dismal scenario
can be avoided, of course, by foreknowledge about the other culture and
a willingness to adopt a cultural relativity approach.
Gender Differences in Paralanguage

When traveling to other societies, it is important to understand that
there are likely to be significant gender differences in paralanguage
in addition to distinctions in clothes and adornment. In Pakistan, for
instance, men generally prefer face to face conversations and maintain
direct eye contact longer. In contrast, women often converse standing
side by side but closer together than is typical of men. Male handshakes
tend to be firmer. Pakistani women usually are more restrained in their
use of bold gestures but use more facial expressions (especially smiles)
and are more skilled in interpreting them.
In Japan, women most often speak with an artificially high pitch,

especially when conversing with men in a business or official setting.
This is part of the general deference traditionally shown to men.
Importance of body language

We cannot live in isolation as we are social beings. As soon as we are
in contact with others we are communicating. For this we can make
use of spoken and written language. In these ways we make the content
of a message clear to each other. However we can also communicate
without words. This kind of communication tells us something about
the relationship between people. Often this is more important than
getting the content of the message across. The communication about
this non spoken communication, which tells us something about the
relationship between people, is called Meta-Communication. It refer s to
communicating about communication.
Words are inadequate

When we connect with a person, we also have to make it clear to each
other how the content of a spoken message needs to be interpreted. How

we do this says something about the relationship we have with the other
person, or think we have anyway. Often words are inadequate for this
purpose. For instance we do not tell each other that easily how we feel
about each other, or how the words of a message need to be interpreted.
To make the meaning of our words clear we use body language. Body
language is a language without spoken words and is therefore called
nonverbal communication. We use body language all the time, for
instance looking someone in the eyes means something different than
not looking someone in the eyes. In contact with others it is just not
possible to be not communicating something.
Subconsciously
Usually body language occurs unconsciously. Yet the body language
we use decides to a large extent the quality of our communication.
Therefore it would be good to become conscious of our own and others
body language. We can learn to use our body language for a purpose
as well as learn to understand and interpret body language of others.
It is important to note that body language has different meanings in
different cultures. How we can interpret body language depends on the
situation, the culture, the relationship we have with the person as well as
the gender of the other. This means that there is not one signal that has
the same meaning all over the world. If you do not take this into account
you may get yourself in some serious trouble. Body language is also
interlinked with spoken language and a whole pattern of behavior from
a person. As well as that, various body language signs can complement
each other to make a particular meaning crystal clear or strengthen
the meaning of what we communicate. Some groups have developed a
whole specific body language which can be very explicit in its meaning
and is used to communicate where the use of words may otherwise be
difficult or dangerous. Examples of this are mostly groups, such as gay
people, people in slavery, prisoners, etc. who have a history of prejudice
against them from the dominant culture.
Used to express feelings

Body language is used especially to express feelings. For instance if we
do not like someone, it is often difficult to say that directly to the person.
However we can make it clear either intentionally or unintentionally
through body language. The opposite is also true. We may say that we
ARE angry through words yet our body language may be saying loud
and clear that we are NOT. This can be very confusing for the receiver.
This is usually described as giving out double messages - one message in
words and an opposite message in body language. It is also difficult to lie
or cover up our feelings through body language. People may give their
true feelings away by not being aware of their body language. Research
has shown that most people pay more attention to, and believe more

readily, their impression of how a person acts through body language
than what is said through words. As a consequence we tend to doubt, or
put a question mark behind, the spoken words if they do not correspond
with the language of the body.
The importance of knowing how we communicate

How we come across to someone is decided only for a small part by
the words we speak. To leave a good impression behind, say at a job
interview, it is important that we know, and to a certain extent can
control, our body language. The person on the receiving end of our
body language will have a feeling or impression that is often difficult to
describe - difficult to put into words or difficult to prove what actually
was communicated. Havent we all said at times: I have a feeling he/she
likes me, or something like: I doubt if what he/she is saying is really the
truth. This type of feeling is called intuition. Body language plays a big
role in intuition as it gives us messages about the other person that we
can interpret at an intuitive level. It is therefore necessary to get to know
our own body language first. We should learn about it so that we can
recognize it in others as well as in ourselves. Following are some of the
reasons why body language is considered important:
1. Learning to use confident body language can improve our job

opportunities.
We will know which body gestures make us appear confident and create
a favorable first impression during an interview. This can greatly increase
our chances of being hired for a position.
Our opportunities for career advancement will also increase once we

learn to use the body language often seen in great leaders.
2. Recognizing the significance of non-verbal gestures can help us

better understand our own feelings or the feelings of others.
If we start paying closer attention to our own facial expressions or body

movements, we will recognize when we are becoming upset or bored
more easily.
Analyzing body gestures can also help us to understand how someone

else is feeling. A persons true emotions will be visible to us via facial
and body movements once we learn to see the signs.
3. Learning to interpret body language correctly can prevent

misunderstandings.
Watching a persons facial expressions or body gestures can reveal to us

if someone is feeling uncomfortable or being dishonest. We can address
the situation right away.

If we rely solely on what another person is saying, we may miss important
clues as to their real feelings or intentions. Words are much easier to
misinterpret than our body gestures. As Johann Wolfgang Von Goethe
noted:
No one would talk much in society if they knew how often they
misunderstood others.
4. Body language can convince others to accept what we have to say.
Since most of our communication is non-verbal, its very important

that we use every part of our body to make our point. Persuasive
body language is crucial to sales. However, it can be used in any social
situation.
People will be much more apt to listen to and believe in what we have
to say when we use confident, persuasive body language. We will appear
more trustworthy and reliable.
5. Interpreting body language will improve our successful interactions

with everyone around us.
We will learn to communicate much more effectively by combining

appropriate body gestures with the words we choose. By learning how to
interpret the body language of others as well as ourselves, we will have
more meaningful interactions.
The next time you are in a conversation, start analyzing your own body
language. Pay attention to the unconscious signals you may be sending.
Then begin to analyze the facial expressions, movements and gestures
used by others. Youll be surprised at how much more you can learn
about yourself and others.
References Nonverbal Communication; ehow.com
ehow.com
paralanguage; ehow.com
Body language; ehow.com

Part Three
In This Part Chapter 1: Communication Challenges
Common Challenges in Business Communication
Advantages of Teamwork in Business
References
Chapter 2: Written Challenges
Use of incorrect business language
References
Chapter 3: Verbal Challenges
Translating criticism and complaints into requests
Chapter 4: Comprehension/ reading challenges
Proficiency in business jargon
Why is there so much business jargon?
References
Chapter 5: Listening Challenges
Responsive Listening
Challenges in the listening process
References

Part Three
Communication Challenges
Chapter One
Interpret the common challenges faced during business

communications
Explain how undeveloped communication skills would pose a

challenge while communicating
Recall why lack of leadership and understanding of interpersonal

styles creates challenges for business communication
Interpret how lack of appreciation of cultural differences hinder

communication
Illustrate the importance of teamwork in business communication
Common Effective communication plays a significant role in the success of every

Challenges business. Effective communication, however, requires constant practice
in Business in order to overcome communication challenges, select appropriate
Communication methods of communication, avoid information overload and fight
emotions.
Some of the common communication challenges are:
Flow in communication
Flow in communication refers to the direction that information is sent.
In business communication, employers, employees and customers play
important roles in the communication process. Effective communication
enables all three parties to communicate and send feedback to each other.
An important part of this involves selecting methods of communication
in which others can respond with questions and/or concerns. For
example, an employer should designate a portion of time at a staff
meeting to get feedback from his employees.
The flow of communication is dependent on the following factors:
1. The senders ability to express himself in general and over the

medium of communication chosen
2. Choosing the right mode of communication
Communication Challenges 187

3. Choosing the right communication medium
4. Receivers ability to decode the message over the medium
Information overload
Several communication challenges exist within day-to-day business
operations, especially with technology. Technology benefits
organizational communication by lifting communication restrictions
caused by time and distance. At the same time, the removal of time
and distance as communication factors has led to the challenges of
information overload and constant accessibility. Information overload
occurs when messages lose their value because of too much information
is being sent at one time. The issue of constant accessibility has a negative
impact on personal and professional lives to some extent.
Emotions
Emotion serves as an obstacle to effective communication, as emotion
can interfere with making rational and logical decisions. Emotions
reflect lack of professionalism and one of the ways to fight emotion in
the workplace is by avoiding using stereotypes1. The use of stereotypes
can fuel emotion and cause dissension between people. If there is a
situation where we are emotionally involved, we must avoid making
decisions and waiting until we can think and act rationally.
Cultural Differences
Multinational organizations often struggle with communication
barriers due to cultural differences. Not understanding the language
and customs may cause misinterpretation or incorrect decoding of
messages which can result in a loss of business transaction.
Cultural sensitivity classes work as an efficient way to remedy this

communication problem. They allow us to communicate effectively
with business executives from other cultures.
Listening
Possibly the most important aspect of communication is effective
listening. However, it may be very difficult for managers to develop
this skill. Because of the innate pressures of maintaining success in the
business, there may not be time to sit and listen to the needs of the
employees and the customers. Without truly taking the time to listen
and finding a way to understand others point of view, managerial staff
may never fully understand or be aware of the needs, wants, frustrations
and hardships of company staff and customers.
1
Stereotype: A stereotype Technology
refers to a social group or
It is easy for businesses to rely too heavily upon technology for
types of individuals with
specific characterstices communication purposes. Email, fax, voice mail and Intranet messaging

can be effective for the quick transfer of factual, direct information.
However, the reliance upon this technology to communicate emotion
can lead to drama and dissent in the workplace. Businesses may find
that communication through technology saves time, energy, and money,
but face-to-face communication, especially when emotion is involved,
is a much better channel of communication. However tone, posture,
facial expression and eye contact cannot be expressed effectively using
technology.
Meetings
Many businesses are moving away from meetings in order to save time
and to promote efficiency. Employees often see meetings as a waste
of time. However, meetings are an integral practice in any business.
They can build teamwork, making employees feel more involved in
the organizational decisions. Meetings are avenues where workers can
provide input and share their opinions. The simple challenge of using
meetings as a channel of communication is creating meetings that are
concise, informative, participatory and positive.
Symptoms of poor communication

If a business is facing challenges with communication, warning signs
start to appear in the organization and require action by the managerial
staff. Some indicators are lack of cooperation, unreached goals; high
level of mistakes, casting blame, low motivation, low productivity,
unsatisfied customers, arguments, high employee turnover and loss of
clients. These symptoms reflect poor or absence of communication in
the organization.
Solution
Organizations can take some measures to overcome the challenges
that abound in business communication. As mentioned, listening is
on top of the list. We can use various techniques such as surveys and
comment boxes to encourage healthy and confidential feedback.
Those in leadership roles should have strong communication skills, be
empathetic and natural problem solvers. If trouble persists, a business
might outsource the problem to a neutral negotiator to resolve the
situation in an unbiased manner.
Challenges of undeveloped Communication Skills

Communication is an important soft skill for managers and employees.
While many individuals have the technical knowledge of the business,
most of them generally lack effective communication skills. Companies
have started investing significant amount of time in training and
educating managers and employees on using effective communication
skills with fellow employees and customers.

We need to convey our thoughts, messages, and feelings to other people
and we cannot do it without being equipped with good communication
skills. Without effective communication skills even the best business
ideas will fall by the wayside, their benefits not completely understood
or appreciated, or not adequately carried to their full extent.
An underdeveloped communication skill is most likely to cause threats

to the profitability of a business. Therefore, in order to succeed, a
vigorous communication policy needs to be adopted. If the organization
hires employees who cannot send out coupons without typing errors, or
their customer service representative mumble, or cannot firmly shake
a potential clients hand, is the organization going to gain any more
customers?
Ineffective business communication skills are unprofessional, and no

matter how good our investment, or ideas, or recommendations may
be, we are going to get brushed past for the message that is clear and
obvious, the option that sounds more confident ,even if it does not stack
up to ours.
Communication Method
We work in a tech-savvy environment and our organizations
offer us variety of communication methods. Email, texts, memos,
telephones, videoconferencing or other messaging methods have now
become common forms of business communication. Speakers and
communicators must understand the best way to reach their audience
with the least amount of filtering or confusion.
Written communication forms, such as emails, texts or traditional

business memos, can create unnecessary confusion for the receiver and
lengthen the time for individuals to read, comprehend and act on the
message delivered by the sender.
Understanding the audience

An important part of business communication is to understand the
audience. Knowing the audience helps the speaker develop his message
with the appropriate level of technical and non-technical language.
Speakers must know the education level or current training of the
individuals in the audience to properly tailor the information for the
audience. The age group of the audience is also important for quality
communication; younger workers may be more advanced in their
understanding of computer programs or software, while older workers
may need a little more information on these topics.
Breaking through barriers

We need to understand what barriers exist in the communication process
for effectiveness. Common communication barriers include the physical

or mental barriers of receivers, language or cultural differences, technical
ability of receivers and the number of people receiving the message.
The increasing nature of global business operations has increased the
cultural and language barriers of business communication. Companies
must now spend time educating its employees on the communication
techniques and skills needed for interacting with international employees
and business partners.
Avoiding filters
Communication filtering is the process of individuals adding or
taking away information from the senders original message. The most
common filter may be communicating to front-line employees through
operational managers. Operational managers may add or delete necessary
information when communicatingwith executive management or other
important individuals. Using the wrong type of communication can
also be a communication filter; written communication may allow
employees to interpret the message according to their understanding
rather than the senders original intent.
Communication Challenges in Leadership and Interpersonal skills

Communication is a process of effectively delivering oneself to be
understood by all. One or multiple people follow leaders. Therefore for
a leader, the vital ingredients of an effective communication are the
tone, the voice, the words, eye contact, and his or her style. When the
message the leader sends to his followers gets misconstrued, it can result
in confusion, expectations, hostility that will decrease the productivity
of the followers. Communication is said to be successful when the leader
and the followers are able to attain a meeting of the minds and then
perceive the relayed message in exactly the same manner. Furthermore,
the poor communication skills of a leader will certainly block any
positive progress in the personal or professional level.
Leadership challenges can come in the form of human limitation such as

emotions or lack of them or undeveloped leadership skills. These issues
can create hindrances for the leader if not addressed timely.
Good leaders have the following attributes in common:
Motivate the followers
Exploit opportunities
Anticipate change
Correct poor performance
Lead the organization towards its objectives

However, the question here is how effectively leaders communicate with
their followers. If the objectives set by the leader are not communicated
clearly or if the leader does not have the capability to take decisions, the
followers may end up directionless.
Leadership problems can differ depending on the type of organization

and the situation. According to the Executive Leadership Survey Report
published by Duke University in 2009, one of the biggest leadership
challenges for a large business is retaining employees.
Ethical Leadership Challenges

An organization depends on a leader to guide its members in their
ethics, or the practice of doing what is morally right. When a team is
acting on behalf of a leader, the leader must be sure that the team is
behaving congruently with the ethical rules he set for the group. Ethical
challenges in business can occur, for example, when a company decides
whether to conduct business that may damage the environment or
decides whether to cover up evidence of the companys wrongdoing.
Challenges Can Vary

Leadership problems can differ depending on the type of organization
and the situation. According to the Executive Leadership Survey Report
published by Duke University in 2009, one of the biggest leadership
challenges for a small employer is overcoming a lack of available capital
to operate and grow the business. A similarly important problem for
larger businesses is retaining employees.
Common Challenges
One leadership challenge that a business of any size can face is a lack of
good leadership. Reasons for a lack of leaders in a business can include
insufficient training and motivation for workers to become leaders or a
lack of pay or benefits sufficient to attract good talent to an organization.
A business can correct these problems by training employees to become
managers before a manager is needed and by increasing employee pay,
benefits or perks to attract or retain better managers.
Constructing a Diverse Team

Leading a team of people who have largely the same sets of talents, skills
and work habits can make some things easier, like harboring friendships
among team members. In production, though, the lack of diversity
can create problems for a business that is looking to expand. However,
sometimes, promoting diversity within a team can present another
leadership challenge: team disagreements. Team members with diverse
backgrounds should learn to work together, but a leader should also
take care to ensure any additions to the team improve operations with
careful hiring and training.

Interpersonal skills
These are the skills that a person uses to interact with other people.
Interpersonal skills are sometimes also referred to as people skills or
communication skills. Interpersonal skills involve using skills such as
active listening and tone of voice. It is how well we communicate with
someone and how well we behave or carry ourselves.
The term interpersonal skills is used often in business contexts to

refer to the measure of a persons ability to operate within business
organizations through social communication and interactions.
Interpersonal skills are how people relate to one another.
It is generally understood that communicating respect for other people or

professionals will enable one to reduce conflict and increase participation
or assistance in obtaining information or completing tasks.
For instance, to interrupt someone who is currently preoccupied with the

task of obtaining information needed immediately, it is recommended
that a professional use a deferential approach with language such as,
Excuse me, are you busy? I have an urgent matter to discuss with you if
you have the time at the moment.
This allows the receiving professional to make their own judgment

regarding the importance of their current task versus entering into a
discussion with their colleague. While it is generally understood that
interrupting someone with an urgent request will often take priority,
allowing the receiver of the message to judge the request independently,
and agree to further interaction, is more likely to result in a higher
quality interaction.
Following these kinds of heuristics to achieve better professional

results generally results in a professional being ranked as one with
good interpersonal skills. Often these evaluations occur in formal and
informal settings.
Having positive interpersonal skills increases the productivity in the

organization since the number of conflicts is reduced. In informal
situations, it allows communication to be easy and comfortable. People
with good interpersonal skills can generally control the feelings that
emerge in difficult situations and respond appropriately, instead of being
overwhelmed by emotion.
The four dimensions

To maximize the interpersonal capacity of the organization, we must
understand all four areas of relational workbecause when we match
employees interests and skills to their responsibilities, everybody gains.

1. Influence
Professionals who earn a high score in this dimension enjoy developing
and extending their sphere of interpersonal influence. They take
pleasure in persuasion, negotiation, and the power of holding valuable
information and ideas. This dimension of relational work is all about
changing the point of view or the behavior of others. Whether to
a customer or to a colleagueand whether theyre talking about a
product, a service, or an ideathese people live to sell.
2. Interpersonal facilitation
This is the dimension many people first think of when they think
peoples person. Individuals with high scores here are keenly attuned
to the interpersonal aspects of a work situation. They intuitively focus
on others experiences and usually work quietly behind the scenes to
keep their colleagues committed and engaged so that projects dont get
derailed. They naturally ask themselves questions like What group will
work together best to get this job done?
3. Relational Creativity
At its core, this dimension is about forging connections with groups of
people through visual and verbal imagery. This is the relational work
being done when an advertising account team conceives of a campaign;
when a marketing brand manager develops a strategy to reach a
particular consumer segment; and when a senior manager develops a
motivational theme that will focus and inspire her employees.
Although relational creativity in business is most commonly used for

persuading customers to buy and investors to invest, it is different from
the influence dimension. Professionals skilled in influence convince
others on a person-to-person basis, whereas people talented at relational
creativity use images and words to arouse emotions and create
relationships with groups.
4. Team leadership
Individuals who score high in this dimension need to see and interact
with other people very frequently to feel satisfied. Conversely, the more
time they spend in front of a computer screen, the worse they feeland
perform. Professionals with a high level of interest in team leadership
love managing high-energy teams in, busy service environments, and
enjoy working, both with the team and with the customer.
The difference between individuals who score high in team leadership

and those who do so in the influence dimension is their interest in
managing people. High scorers in team leadership always want to work
through a group. Theyre the embodiment of the player-coach role.
People who score high in influence are interested in the outcome of

an interactionthe closed dealwhereas those scoring high in team
leadership focus more on the interpersonal and managerial processes.
Its important to note that the four relational dimensions are not discrete
types. A person can have great interest and skill in two or more of these
areas or in none of them. And scoring high in more dimensions isnt
necessarily better; some are irrelevant or even detrimental to certain
types of work.
In todays world of globalization, understanding and appreciating
cultural differences in business has become of vital importance to all
organizations.
Organizations are increasingly operating cross-border teams, and

international trade has expanded dramatically. Therefore Sensitivity
and maintaining good relationship is vital when managing a business
deal understanding differences between our own cultural and an
unfamiliar partners can make or break a business deal. Insensitivity or
misunderstanding can have a big impact on our reputation.
Understanding and appreciating cultural differences is not just ensuring

that we avoid causing offence however. Attitudes towards business, the
way they are run and views on management styles can vary greatly in
different cultures.
Geert Hofstede, a Dutch anthropologist specializing in assessing cultures,

conducted a study of IBM employees in more than 70 countries in which
he was able to identify several key sources of cultural difference.
One of the most important was power distance, or the extent to

which the less powerful members of institutions and organizations
within a country expect and accept that power is distributed unequally.
Hofstede, also identified other factors that help analyze cultural-based
behavior, including whether a society is generally more comfortable
with uncertainty, ambiguity and nuance; or if a society stresses group
harmony.
Another example provided by Geert Hofstede is inthe differing cultures

of the United States and the Middle East and the problems that can
arise in business without sufficient knowledge on a prospective business
partners culture. When negotiating in Western countries such as the
United States, once there is a mutual understanding between the two
parties and a satisfactory conclusion has been reached the cultural
sign of the end of negotiations would be to shake hands. In Middle
Eastern countries however, a handshake is a cultural sign that serious
negotiations are just beginning.

Internally, effective communication is the key to any organizations
success, and so an appreciation of different cultures is also of great
importance in maintaining a professional and harmonious environment
in the workplace.
Most organizations represent a mix of people from different cultural

backgrounds that have to understand each other, interact regularly and
often work in more than one country. Seemingly innocuous actions such
as eye contact, hand gestures or work attire can cause possible offence or
misunderstanding.
Above all, it is important to ensure that the increasing diversity of

workplaces and the global nature of modern business is not seen as a
hindrance, and is turned into the positive that it can and should be.
Diversity brings a wider variety of viewpoints and can bring about
solutions to problems that may not previously have been seen, as well
as bringing individual talents and experiences to provide an increased
adaptability.
Some of the effective international business communication practices

are as follows:
Listening with an open mind

Communicating across cultures is about putting aside personal feelings
and listening deeply to the person talking. It also means developing our
listening skills and learning how to hold our tongue. Knowing our own
culture and the others culture as well will give us a better chance of
bridging the differences. Keeping an open mind and sensitivity to these
differences is a key factor for better communication.
Non-verbal and verbal behavior

Every language has its own linguistic preferences, and these preferences
will give clues about particular cultural behavior, manners, and thinking.
Pakistanis, use modesty and understatement, and avoid confrontations.
Eloquence, expressiveness, and flowery words are most common among
Italians and Spaniards; Germans on the other hand are very logical in
manner.
Gestures
Gestures involve sensitivity and awareness. Gestures that are not
offending to us might be very offending to others, as in the case of
beckoning someone to come over by holding out their hand with the
palm up, and then moving the fingers gesturing the person to come. In
American culture it may be considered rude; however in sub-continent
of Asia this is acceptable.

Learning effective international business communication is
communicating across cultures, and it takes great sensitivity and
awareness by studying cultures and becoming more perceptive and
adaptable in communication efforts.
Importance of teamwork in business communication

Teamwork is used across many different industries to increase
performance, employee unity and organizational culture. Organizations
that must frequently develop new ideas or products using a project-
based approach, assemble teams in order to diffuse responsibility. Team
members use teamwork to bounce ideas off of one another before
deciding on a development path for a project.
Problem Solving
Teamwork is important due to the problem-solving synergy gained from
multiple minds working on a solution. When one person works on a
specific problem, that person only has his or her personal experience
and knowledge from which to pull for solutions. Using teamwork, team
members pool their collective ideas together to generate unique ideas
for dealing with problems. Problems in this case are not purely negative.
Example: The problem could be developing a product for a consumer to
address a need that the consumer does not know that she has.
Communication
Teamwork is the backbone of effective communication within a
company. When employees work as individuals or independently on
projects, they may not readily share knowledge or new information. This
lack of communication increases the time it takes to complete projects,
tasks or the development of solutions. Teamwork promotes conversation
between employees regarding the task at hand, possibly preventing
employees from working in opposite directions.
For example, if one employee does not communicate that one method of
addressing a problem is a dead end, and another employee is still trying
to use that method, productivity is lowered.
Cohesion
Cohesion is an important byproduct of teamwork within a company.
This cohesion could be the result of increased chemistry, trust or both
from working on projects as a team. Cohesive employees are less likely
to be confrontational towards one another and more accepting of each
others decisions. Cohesion from teamwork can greatly increase the
workflow speed of a company.
Learning
When employees work together as a team within a company, every
employee learns from one another. This knowledge is not limited

to the personal experiences of coworkers; employees from different
departments may learn information from each other regarding the
limitations and possibilities of those departments.
Advantages of There are numerous advantages of teamwork in business. Some of the

Teamwork in genuine advantages of teamwork have been discussed below:
Business
United Effort
Teamwork in any business ensures that the task at hand is executed with
the help of a united effort. The significance of the united effort is that the
business organization that is concerned, functions like a single person,
thereby enhancing the quality of the operations. There are, also, some
other related factors, such as ensuring equality in profit sharing and
division of work. It also helps the members/owners of the organization
to maintain a very good system that designates appropriate authority
and responsibility. A united effort, also, reflects good team spirit.
Division of Work
Teamwork ensures that there is an equal and fair distribution of work
within the organization. A fair work distribution ensures that every
person or every working unit executes any task at hand, with the best
possible efficiency. The division of work, also, ensures that the work is
done on time and deadlines are not extended.
Reduction of Risk
When the task at hand is executed with the maximum possible efficiency,
there is a reduction in risk. The best advantage of teamwork in business
is that the burden of failure is borne by all the members of the team and
it does not fall on the shoulders of just one person.
Specialization in Work
Another very good advantage of teamwork in business is that a person is
able to specialize in one specific field. That is, he can optimize the quality
of the work that he does, and can also work with the maximum possible
efficiency. This ensures a high quality output from all individuals and
the whole team.
Subordination of Personal Interest to Organizational Interest

One of the biggest advantages of teamwork is that personal interest is
subordinate to organizational interest. This ensures that all the team
members put in the maximum possible efforts into their work, thereby
ensuring a high quality and timely output.
Timely Completion
Teamwork is one of the best ways to ensure the timely completion of
any work, with the maximum possible efficiency. This ensures that the

clients of the company are bound to come back to the organization with
a new project or contract.
High Quality Output

Teamwork, by default, ensures high quality output that makes the client
happy. It also reflects the sincerity of the team members.
Goodwill and Reputation

Teamwork, also, increases the goodwill and reputation of a business. The
goodwill, in fact, is a tangible asset of any business that plays a highly
instrumental role in bringing in more customers and public trust.
References By Zachary Fenell, eHow Contributor; The Challenges of Business

Communicationby Kristie Lorette, Demand Media
By Heather Bliss, eHow Contributor; Importance of Teamwork in

Organizationsby Aaron Marquis, Demand Mediaupdated January 11, 2011
Chris Storey: Importance of Cultural Understanding;

Part Three
Written Challenges
Chapter Two
Recall how the use of incorrect business language poses a challenge

during written communication
Use of incorrect Language is the primary way humans communicate complex

business language information. Language can be written or spoken. However, there can
be much ambiguity in terms of how words, phrases and meanings are
interpreted. The use of the wrong word or ambiguous phrases can cause
problems for businesses, lawyers and in personal relationships. The
differences in language interpretation have a powerful unconscious
impact in our lives.
Similar Words and Meanings

Many words have several meanings or sound very similar to other words.
For example, buy, bye and by or write, rite and right all mean
very different things but sound the same. In written communication
this is less of an issue; however, in verbal communication it can cause
confusion. A sentence with many words and/or with multiple meanings
can be interpreted in a number of ways. For someone just learning the
language or not paying close attention to the context, the message may
be distorted
Language and wording must be considered in relation to the culture of
the speaker. Issues regarding cultural language differences, even if the
primary communication is in the same language, can, and have caused
problems in business.
For example, many Asian cultures, such as India and China, discourage
the word no as it sounds impolite. Instead, they may use a substitute
word, which means no but sounds more positive.
Example a customer may ask Do you lend to small

businesses? and even if the bank does not, the credit
manager may reply, we can look into it.

Context
Language must also be taken in the context of a situation, along with
social appropriateness. For example, it is quite common for women to
refer to their female friends as girlfriends. This does not mean they are
linked romantically, only that the friend is a female.
Ambiguity
Ambiguity of wording is notorious in legal cases. In fact, much of the
language used in daily life is very ambiguous.
For example, the phrase Ill call you later can be taken to mean that
a call will be placed seconds after the initial phrase or days later; both
would be correct.
In legal proceedings wording and punctuation can impact lives and

checkbooks. For example, in 2006 a court case was brought to trial
because of a dispute over the placement of a comma; the implication
of the case would decide whether a Canadian cable company would be
able to rent a telephone companys phone lines indefinitely or just for
five years.
Let us now look as to how to over come the possibilities of using incorrect
written language in business communication. This in turn will explain
the challenges which are posed due to the incorrect usage.
Whether we run a small business or occupy a small corner of the org-

chart at a massive multinational corporation, chances are that the bulk
of our job consists of communicating with others, most often in writing.
Of course theres email and the traditional business letter, but most
business executives are also called on to write presentations, memos,
proposals, business requirements, training materials, promotional copy,
grant proposals, and a wide range of other documents. However, not
every working professional encompasses good writing skills. Writing
skills, along with appropriate business language, can be learnt and
improved with time by practicing. Following factors should be taken
into consideration to improve our business language when writing:
Less is more
In business writing as in virtually every other kind of writing, concision
matters.Ironically, as written information becomes more and more
important to the smooth functioning of businesses, people are less and
less willing to read. Use words sparingly, cut out the florid prose, and
avoid long, meandering sentences. Its best to get straight to the point,
say what we want to say, and be donewith it.
Written Challenges 201

Avoid jargon
While sometimes jargon is unavoidable in a business requirement
document or technical specification, for example try using plainer
language. Even for people in the same field as ours, jargon is often
inefficient the eye slides right past it without really catching the
meaning. Theres a reason that jargon is so often used when a writer
wants to notsay anything.
Write once, check twice

We should proofread immediately after we write, and then again
hours or, better yet, days later. Nothing is more embarrassing than an
incorrectly typed statement in an otherwise fine document. Except in
the direct emergency, we should always give ourselves time to set our
writing aside and come back to it later. The brain is tricky and will
ignore errors thatits just made; some time working on something else
will give us the detachment we need to catch those errors before anyone
else reads them.
In addition to identifying typing and other errors, putting some time

between writing and re-reading our work can help us catch errors of
tone that might otherwise escape us and cause trouble. For instance,
when we are upset or angry, we often write what we do not actually
want anyone else to read. We should ensure our work says what we want
it to say, how we want it to say it, before letting it reach its audience.
Pay special attention to names, titles, and genders

What is more embarrassing than a typing error is calling Mr. Smith
Ms. Smith in the letter? If we are not positive about the spelling of
someones name; their job title (and what it means); or their gender, we
should either:
a. Check with someone knows (for instance their assistant), or
b. In the case of gender, use gender-neutral language.
To whom it may concern, They and their are rapidly becoming

perfectly acceptable gender-neutral singular pronouns.
Be professional, not necessarily formal

There is a tendency to think of all business communication as formal,
which is not necessary or even very productive. Formal language is fine
for legal documents and job applications, but like jargon often becomes
invisible, obscuring rather than revealing its meaning.
At the same time, we should remember that informal should not mean
unprofessional keeping the personal comments, off-color jokes, and
snarky gossip out of our business communications. We should remember
that many businesses (possibly ours) are required by law to keep copies

of all correspondence we should not email, mail, or circulate anything
that we do not feel comfortable having read into the record in a public
trial.
Using Positive Language

Language is an exceedingly powerful tool. Whether we communicate
orally, or in written form, the way we express ourselves will affect
whether our message is received positively or negatively. Even when we
are conveying unpleasant news, the impact can be softened by the use of
what we call positive language.
Negative & Positive Language

Negative phrasing and language often have the following
characteristics:
Tells the recipient what cannot be done.
Has a subtle tone of blame.
Includes words like cant, wont, unable to, that tell the recipient what
the sending agency cannot do.
Does not stress positive actions that would be appropriate, or positive

consequences.
Positive phrasing and language have the following qualities:
Tells the recipient what can be done
Suggests alternatives and choices available to the recipient
Sounds helpful and encouraging rather than bureaucratic
Stresses positive actions and positive consequences that can be

anticipated.
Common Negative Language/Phrasing

If we want to move to more positive communication, the first task is to
identify and eliminate common negative phrasing. The following are
quite common, and should be avoided whenever possible.
1. Expressions that suggest carelessness:
a. You neglected to specify...
b. You failed to include...
c. You overlooked enclosing...
2. Phrases that suggest the person is lying:
a. You claim that...

b. You say that...
c. You state that...
3. Expressions that imply that the recipient is not too bright:
a. We cannot see how you...
b. We fail to understand...
c. We are at a loss to know...
4. Demanding phrases that imply coercion/pressure:
a. You should...
b. You ought to...
c. You must...
d. We must ask you to...
e. We must insist...
5. Phrases that might be interpreted as sarcastic or patronizing:
a. No doubt...
b. We will thank you to...
c. You understand, of course...
d. Please respond soon...
Positive Phrasing
If we are going to eliminate negative phrases, we will need to replace
them with more positive ways of conveying the same information.
Below are some examples of positive phrasing.
If you can send us [whatever], we can complete the process for you.
Information we have suggests that you have a different viewpoint on

this issue. Let me explain our perspective.
Might we suggest that you [suggestion].
One option open to you is [option].
We can help you to [whatever] if you can send us [whatever].
How to improve
We should pull a few memos we have written and go through each one
word by word, and phrase by phrase, highlighting sentences that have a
negative tone.We should be alert to subtle aspects of our memos that
send bureaucratic or demeaning messages and then rewrite the memo.

Thus to conclude, negative language conveys a poor image to customers,
and those around us. Sometimes it causes conflict and confrontation
where none is necessary or desired. The first place to start using positive
language is with written material. Once we have developed the skill of
writing positively, it will be easier to change our spoken language to
present a more positive tone.
References Differences in the Interpretations of Languages by Erick Kristian
Tips for best writing by Dustin Wax
Positive language by Robet Karl

Part Three
Verbal Challenges
Chapter Three
Illustrate how translating criticism and complaints into requests is an

effective solution for verbal communication challenges
Interpret how tone, syntax impact oral communication
Relate how retention of information could pose challenges
Translating In interpersonal speaking, etiquette is very important. To be an effective

criticism and communicator one must speak in a manner that is not offending to the
complaints into receiver.
requests
Providing honest feedback when we have a negative reaction to another
persons behavior is difficult to accomplish without hurt feelings. Many
times we must tell people that we are upset by what they did in order to
improve our relationship in the long run.
When we choose to convey negative feedback to others, we need to use

techniques to make the communication less threatening. By providing
effective communication techniques or strategies that are useful in
responding to situations that tend to be conflict-ridden, the appropriate
use of feedback is necessary as well.
Criticisms, Complaints and Feedback

The idea that people need to have feedback, appreciation and information
is a good basis for understanding how and why excellent business
communication is important and compelling for success. In fact, not
only do they need it for appreciation, they need it to continue to be
effective and be successful. If we do not give feedback and communicate
we will lose our influence and cut into creating successful results.
Feedback focuses on a persons behavior rather than personality.
By focusing on behavior, you are directing the feedback to something

the individual can change. Feedback is descriptive rather than
evaluative.
Describing what was said or done is less threatening than judging

why we assume it was done.
Feedback focuses on our own reactions rather than the other persons

intentions. Assigning blame is not part of constructive feedback.
Feedback is specific rather than general.
Feedback focuses on problem solving.
Feedback is provided in a private setting.
As managers, we should let employees know that we welcome suggestions

from them on how to improve operations. Our ability to hear criticism
or suggestions without defensiveness or anger, to admit when we have
made a mistake, and to encourage feedback from others (even when it is
negative) encourages people to be honest in their communications with
us. They also allow us to identify areas of our professional practice that
may need improvement and promote better relationships with others.
Acknowledging the truth in criticism -- When someone confronts us

with a criticism or complaint, the natural tendency is to try to explain
why we did what we did. This can sound defensive and may escalate the
situation.
Example:
If a client complains about the long wait for her
withdrawal of cash, we could respond by explaining
that each withdrawal is processed in the order it was
received and that there are several steps involved in the
process.
Example: The bank teller came in late to work and the

branch manager is fuming. During his attack, he says
Youre always late. Nobody around here cares about
the customers waiting. The reply should be: Youre
right, I was late this morning, and for that I apologize.
But it is not true that I am always late. I know I was
late one day last month but that is the only other time
I can recall being late in the two years I have worked
here. And it is not true that I do not care about the
customers. I think the number of customers I cater to
every day shows my commitment to work.
If we made a mistake and were wrong, we must acknowledge it. When

we acknowledge mistakes and apologize for them, people have difficulty
maintaining their anger.
Vague criticism
It is best to get useful feedback in order to understand the nature of
the criticism. For example, if our supervisor tells us You dont know
anything about customer service, it would be easy to become upset and
Verbal Challenges 207

disregard the comment entirely. However, the supervisor may have has
another assignment in mind that he may want us to work on. By asking
the supervisor, What specifically do I need to work on? we will get
the precise information we need. We can then use one of the assertive
response techniques to deal with the situation.
Complaints often contain hidden contributions that could be made but

are lost in the rancor of the complainer. If we look on the half-full side
of the complainer, we might find two positive yet hidden qualities.
First, if we are the complainer/critic, then at least we need to care enough

to even notice the problem. Second, we need to be creative enough to
imagine an improved situation. However, most critic/complainers seem
unwilling or unable to move past the complaint about whats wrong and
into the positive actions necessary to bring about the positive change
they would prefer.With an improvement focus in mind, we can invite
the other person into the role of solution-provider rather than problem-
creator and the object of criticism.
Complaints often contain requests

Hearing the request in a complaint allows us to produce a result. After
extracting the request from a complaint, we might grant the request
and promise to fulfill it. Or we might deny it, make a counteroffer,
or suggest another way for the speaker to get what he wants. Any of
these responses can be far more productive than the usual agreement,
judgment, or sympathy that follows complaints.
When we hear a complaint, we might get defensive. If we listen for the

request in a complaint, we can pave the way for solutions. One measure
of excellence in listening is our ability to move from complaints to
requests and then to action. By listening carefully for requests, we can
turn even casual complaints into powerful commitments.
Tone and syntax in oral communication

We discussed about the importance of oral communication in
organizations in part I. We are mostly engaged in oral communication
than any other form of communication therefore we need to learn the
techniques that can help us communicating effectively. The two most
important components of oral communication are the tone and
syntax of our voice.
The tone of voice is a means by which the speaker implies his or her
attitude to the message. It is also a means by which he seeks a reaction
from the listener. In a political debate, for instance, the tone of voice is
likely to be loud and persuasive, whereas on television the daily news is
communicated in a more factual tone.

Other examples of tone of voice are: aggressive, critical, nervous,
disappointed, monotonous, friendly, enthusiastic, vivid, persuasive, etc.
The interpreters choice of the adequate tone of voice can give rise to
serious problems. They can only be guided, in each case, by their tact
and intuition.
Engaging speakers modulate their tone effectively, emphasizing key

words. Their vocal delivery is energized and conveys enthusiasm for
their topic.
An effective speaker should

Aim to speak at an even pace that is comfortable to listen to. Count
how many words a newsreader says in 30 seconds and practice doing
approximately the same. It should feel slower than when you are
having a normal conversation.
If you feel yourself speeding up, pause, take a deep breath and
continue at a slower pace. We often speak too quickly because we try
to include too much in our allocated time!
It is essential that everyone can hear what you are saying. Before you
begin ask a friend to stand at the back, whilst you speak to, and do
a sound check. You might also ask the audience if they can hear you
once you begin and adjust accordingly. You may need to arrange to
use a microphone.
Grammar and Syntax

Languages have rules. The rules of a language are called the grammar.
The reason for these rules is that a person needs to be able to speak
an indeterminately large number of sentences. The effort would be
unbelievably great if each sentence had to be learnt separately.
By learning the rules for connecting words it is possible to create an

infinite number of sentences, all of which are meaningful to a person
who knows the syntax. Thus it is possible to construct sentences that the
speaker has never heard before.
The rules of grammar do not have to be explicitly understood by the

speaker of the language or the listener. The majority of native speakers of
a language will have no formal knowledge of the grammar of a language
but are still capable of speaking the language grammatically to a great
degree of accuracy. Native speakers of a language assimilate these rules
subconsciously while the language is being learned as a child.
Retention of information
When we write, we transmit information on a topic that we know
well. We are in familiar territory; the information is part of a body of
knowledge stored in our memory. For the reader, however, this is new

information. If we do not present the information in a way that makes
it easy to retain, our reader may not remember much of it, or indeed
remember having read it.
To help readers easily retain the information we present to them, it is

worthwhile knowing how our readers process information and store it
in their memories.
Information processing
What exactly happens in the readers brains when they read a text? First
of all, the information enters their short-term memories, also known as
working memories. The information is stored in this memory for about
30 seconds. Then two things are possible: the readers either forget the
information or transfer it to their long-term memories.
Information retention
We need to ensure that the largest possible amount of information goes
from our readers short-term memories to their long-term memories. To
do that, we have to look at the number of items of information we are
providing, the order in which we present them and our readers degree
of familiarity with the information.
Getting the audience/reader to remember what has been said is one of

the biggest challenges. D. G. Treichler says that we remember:
10 percent of what we read
20 percent of what we hear
30 percent of what we see
50 percent of what we hear and see
70 percent of what we say
90 percent of what we act/experience
The written language, of course, can be significantly more precise.

Written words can be chosen with greater deliberation and thought, and
a written argument can be extraordinary sophisticated, intricate, and
lengthy.
The writer can write and rewrite at great length, a span of time, which
in some cases can be measured in years. Similarly, the reader can read
quickly or slowly or even stop to think about what he or she has just
read. More importantly, the reader always has the option of re-reading;
even if that option is not exercised, its mere possibility has an effect
upon a readers understanding of a text. The written word appeals more
to a contemplative, deliberative style.

One can read from a written text and achieve the same degree of verbal
precision as written communication. But word-for-word reading from
a text is not speech making, and in most circumstances audiences
find speech reading boring and retain very little of the information
transmitted.
Oral communication can be significantly more effective repertoire of

signals available to the speaker: gestures, intonation, inflection, volume,
pitch, pauses, movement, visual cues such as appearance, and a whole
host of other ways to communicate meaning. A speaker has significantly
more control over what the listener will hear than the writer has over
what the reader will read.
Precision in oral communication comes only with a great deal of

preparation and compression. Once spoken, words cannot be retracted,
although one can apologize for a mistake and improvise a clarification
or qualification.
1. In oral communication about 30 percent of the information is lost is

each transmission.
2. Written communication is also subject to some loss of meaning in

transmission.
3. Studies show that employees retain only 50 percent of communicated

information, and supervisors only 60 percent. Another-study shows
that there is a tremendous loss of information, which is 37 percent
between the board of directors and the vice president level. General
supervisors lose 44 percent of the information, plant managers 60
percent, and general foremen lose 70 percent of what had been
transmitted downward to them.
4. An average of only 20 percent of the communication sent downward

through the five levels of management finally gets to the workers
level. Communication activities fill the business day. An analysis
of time spent in communication shows approximately 10 percent
in writing, 15 percent reading, 35 percent speaking, and 40 percent
listening.
Knowledge Loss: Types of and Reasons

No culture of knowledge retention. Needs to be supported by a
culture of leadership, empowerment, and collaboration.
Workforce Dynamics - leadership - culture
For example, people leave due to dissatisfaction with first level

supervisors (who may have been promoted based on their
technical knowledge vs. managerial skill). Furthermore, if people

are leaving in droves due to the leadership/management climate,
word gets out and talented people with employment options will
join other organizationstypically in private industry or with
Federal government.
Human capital issues
Knowledge, expertise and skills in organizations reside mostly

in peoples heads. When people leave or are transferred for any
reason, this knowledge is usually lost unless deliberate measures
are taken to preserve and transfer it.
Knowledge capture is costly and labor intensive. Often, knowledge

is held by one or two individuals. Training and knowledge
management programs cannot cost effectively capture this
knowledge.
Few organizations possess specific tools, methods, or standards

for knowledge and skills transfer. There is no common platform
or medium of knowledge transfer.
Human nature is such that employees are often reluctant to share

hard-won knowledge.
Often organizations do not explicitly encourage knowledge and

skills transfer, especially across organizational boundaries.
There is a lack of will to tackle the problem. Knowledge and skills

transfer is seen as a luxury to be tackled when we have time. Usually
that time is never available.

Part Three
Comprehension/ reading
Chapter Four
challenges
Explore how business jargon proficiency is advantageous to overcome

comprehension challenges
Apply why lack of comprehension skills impact communication
Proficiency in Jargon is highly specialized speech that is particular and unique to a

business jargon professional or occupational group. Essentially work slang, jargon
is characterized by terms that are familiar to insiders in a particular
professional sphere but foreign to anyone outside that trade or
occupation.
Often technical in nature, jargon can be acronyms, obscure product or

procedural terms, or colloquial references. Because jargon is industry
and/or niche specific, theres jargon available for just about every industry
in business. An example of Internet Jargon is BFF, which means Best
Friend Forever.
Unlike most other types of professional writing, it is sometimes

acceptable for technical communications experts to use jargon in their
writing. Its acceptable to use jargon when creating highly-specialized
documentation for a highly-specialized, niche-specific audience that
would know the terminology being used. Even in these instances,
however, technical writers using this sort of specialized language are
tasked with adequately explaining any jargon used (through glossaries
and/or additional exposition) for those readers who may not be
operating at a sufficiently high enough specialization level to know the
terminology.
Jargon is neither good nor bad, says Suzanne Bates, author of Speak
like a CEO: Secrets for commanding attention and getting results.
The biggest mistake executives and professionals make is to fail to ask
themselves if what theyre saying is the best way to communicate to the
audience that theyre targeting.
The best time to utilize jargon is in conversations with people who have
command on the subject; they typically expect such language as evidence
Comprehension/ reading challenges 213

that others are similarly well-versed. Unfortunately jargon is treated
negatively because jargon users may unknowingly fail to communicate
ideas when listeners simply nod along out of the fear they may appear
ignorant to colleagues.
Business jargon examples:

RFP (meaning request for proposal)
SME (meaning subject matter expert)
ROI (meaning return on investment)
EOD (meaning end of day)
On board (meaning in agreement) etc.
Action items Something you have to do.
All hands meetings A meeting everyone has to attend.
B School It stands for Business School
Brain dump One employee sharing his knowledge with another.
Circle back Come back to an issue later.
Disconnect Lack of understanding on an issue between two people.
Lets take this offline To talk about it in-person or over the phone.
For people who are new to a profession, business jargon can seem quite
confusing or overwhelming. Although we may have learned many
words relevant to our profession while in school, the reality is that the
more familiar we become with our job, the more we will realize there is
a lot to learn.
Advantages of using Jargon

Jargon is a way for groups in society to have their own specific language.
There are advantages and disadvantages for using jargon. People usually
tend to focus on the disadvantages.
Using jargon can be fun, and it can be advantageous. For instance,

jargon can give a person a sense of belonging to a specific group. Todays
society loves to show off and using jargon is a way for people to do this.
Jargon can also make it easier for a person to communicate with their
fellow employees and/or their friends.
For example, someone going for a job interview at a bank or financial

institution would use banking terminology/ jargon to show his or her
expertise in the field.

Why is there so Insecurity: Part of the overuse of business jargon is insecurity
much business people think certain phrases and words and make themselves sound
jargon? knowledgeable.
Lazy thinking: An even bigger reason is that people have not thought
through the ideas, so they dress up incomplete thinking with all kinds
of random word usage.
Over their heads: There are people who are in way over their heads, and
cant communicate clearly because they dont know the subject matter
well enough. Jargon is tap dancing, hoping no one finds out that you
dont know what youre doing.
Fear: People are afraid to explain the facts, especially in touchy

situations like layoffs. They think that if they couch things in obscure
explanations, people wont get upset or ask difficult questions. People
see right through these buzz-words to avoid tough issues.
Comprehension skills in business communication

Comprehensions skills are the ability of a recipient to understand a
message being communicated to them. The method of communication
can either be verbal or written.
Importance of Communication Skills

Business communication, within an organization or between different
organizations, is made using different communication channels to share
information, ideas and opinions.
This information being communicated from one person to another

can be on a varying level of linguistic or technical complexity and
the recipient must have the ability to understand the message to be
communicated to them for it to be interpreted correctly and meet the
desired response. Hence the ability to receive and understand is critical
function at the workplace.
Types of Comprehension Skills in Business

There are mainly two types of abilities required in comprehension:
Reading
This is the ability to understand the information given in form of text and
augmenting the understanding with prior knowledge and experience.
Verbal
This is the ability to understand verbal communication which can be
used in meetings, presentations, webinars, over the phone etc. This
constitutes many numerous skills such as good listening, analyzing
information at a faster pace as it is communicated and asking the right
questions at the right time.

The Impact of lack of Comprehension Skills
Lack of comprehension skills in an individual limits his or her ability to
perform a useful function in any business. The lack of these abilities can
lead to the problems stated below.
Financial Loss
Decades ago, contracts were signed and sealed with a thumb impression
or sign X and the authorized signatory of the contract would trust
the document was indeed how it was described to them by the party
presenting the contract. In modern times, with fraud and deception
and fine print being common issues, it has become very important
for business executives to have the ability to understand the contracts,
especially those with unclear language, deceptive words and misleading
jargons. The business executives must have the expertise to filter only
the important information from the contract that are helpful to make
correct choices and protect themselves and the organizations they
represent from lawsuits and financial loss in future.
Loss of Reputation
The lack of ability to communicate effectively often results in hurting
the reputation of the organization and leaving a bad mark on the
clients, suppliers and associates. In the dynamic world of today, time is
of essence and nobody appreciates losing time working with someone
who is unable to understand them and their requirements correctly.
This can also lead to loss of business as clients turn to other suppliers
who understand them and their needs.
Comprehensionwhether of oral or written textis, at its core, about

understanding what a speaker or author is trying to say. Even this simple
definition, however, could easily inspire controversy:
Is comprehension a matter of figuring out what an author is trying to

say or about making meaning of concepts for ones own purposes?
Should one try to get at the authors intentions or is that

impossible?
Does all meaning reside in the text or in an interaction between text

and reader?
Is comprehension about determining the main or primary idea(s)

being?
Or is comprehension the full range of processes of information

extraction, critique, summarization, synthesis, and application?
We are sometimes unable to grasp the central idea of a speech or argument

because we cannot distinguish an important piece of information from
the less significant. Some of the skills required for organizing written
expressions are equally important for oral communication. Listeners, as
well as speakers, need to be competent in organizing their ideas.
A speaker often has ample time to structure the message carefully, but a
listener must be able to follow the ideas instantaneously. We sometimes
forget that taking notes or drawing flow charts can help us to see the
connections between concepts and thoughts. On the other hand, we
sometimes indulge ourselves in taking notes to the extent that we
completely forget to listen to meaning.
Can Comprehension Skills be learned?

Comprehension skills are primarily the function of linguistic
and technical abilities and experience of understanding business
communication. All these abilities can be enhanced with continuous
practice. Many corporations arrange such trainings for their employees.
References Belushi; Debbie Laskey, Marketing & Brand Strategist
Wendy; JDG Chambers; Megan Hills

Part Three
Listening Challenges
Chapter Five
Illustrate how acknowledgement and being more responsive

eliminates the challenges faced while listening
Demonstrate the challenges faced in the listening process
Apply the difference between listening and hearing
Responsive Listening facilitates problem solving by using acknowledgements, non-

Listening responsive listening, confirmation responses, and feedback to help
build understanding between the speaker and listener. The purpose of
responsive listening is to listen responsively, listen with the intent of
understanding, instead of replying.Use responsive listening to enhance
the ability to:
Obtain information,
Identify problems,
Resolve conflicts,
Improve the accuracy of communication,
Solve problems,
Motivate the speaker.
Responsive listening can be attributed by acknowledging the message.

Acknowledgements convey the message that the person with the
problem is not an imposition and that the listener is interested.Opening
acknowledgements tell the person with the problem that you want to
hear more.
Examples of opening acknowledgements are:

Would you like to talk about it?
Can I help?
I would like to hear more.
I have some free time if you want to talk now.
This sounds interesting.

Following are the different ways of acknowledging the message:
Repeat Back: We can acknowledge by repeating back to our customer,

what he/she has said, in similar words to show that we have heard and
understood.
Example:
I understand that you are upset by what happened.
Dont Invalidate: By invalidating a statement, we show our disagreement

with the speaker. Invalidation discourages the speaker to put his
message forward due to the fear that his message will be discarded due
to difference of opinion. It is not necessary to agree with the person we
are acknowledging and we do not even need to feel that what he/she said
is the truth. However, we should not invalidate him or her. We can hold
our opinion for a while and show respect and give importance to the
speakers message or opinion.
Examples of invalidation include:

The customer you are currently dealing with is not as
difficult as you think.
The targets that you have set for the sale team appear
to be unrealistic and unachievable.
Keys to Better Listening

Listening is not a passive activity
Listening not only demands hearing accurately but also getting a sense
of who the speakers are, what concerns they have etc. It also involves
listening to what people say indirectly, or what they might be too
reluctant to say, or what they definitely do not want us to do in response
to their communication.
Listen for unspoken fears/concerns/moods/aspirations

When people speak, they always reveal their deepest thoughts, ambitions,
and concerns. Most of the time, neither the speaker, nor the listener
picks up on such subtle underlying issues; although those issues are
always there.
Good listeners, on the other hand, frequently attend to the background,

unspoken emotions and concerns.
Listen to others with respect and validation

One of the ways to becoming an effective listener is to take on the job
of always finding something to respect and validate about what others
are saying.
Most of the time when we are listening to others, we look for faults or
weaknesses in what the other person says. We often end up disagreeing
Listening Challenges 219

(either vocally or silently) with the other persons opinions, feelings,
attitudes, or points of views.
If we dont make people feel that we respect their points of view, they
wont feel understood and will consider us a bad listener.
Listen without thinking about how youre going to respond

It is very hard to be a good listener, at any level, if we are not fully
attending to what others are saying and feeling. Much of the time when
people are speaking to us, our heads are occupied with our own thoughts
and agendas; thinking how we are going to respond or thinking how we
would think or feel in a similar situation.
But to listen well, we must put these thoughts aside and be with the
other person. We need to fully attend to the other persons words and
inner emotions. We have to actively work to put ourselves in their
shoes and listen to them speak.
This also includes not prejudging or pre-evaluating the value of what

others are going to say. Many times, due to previous experiences, we
begin listening to someone with the preconceived notion that we are
not going to hear anything valuable or worthwhile. We close down our
listening and merely pretend to be paying respectful attention.
Listening for tell-tale signs of impending trouble

Another important secret to good listening is to train oneself to listen
for clues of impending trouble or disaster. Unfortunately, most people
wont come out and directly tell us if they are upset with us or if they
have little or no intention to fulfill our expectations. They often are too
embarrassed to tell us or they might want to avoid confrontation. But
they often will give us little tell-tale clues of their displeasure. Some will
even believe that they are communicating with us directly, so when we
fail to pick up on these clues, they will use this as further proof that we
are not interested or we do not care enough.
Listen with optimism and positive human regard

Many people fall prey to negative thinking and feelings. When they
communicate with others, these negative states come through, and they
may even want others to sympathize with them and agree with their
negative points of view.
Good listeners, however, often have the ability to listen to people

positively, despite their immediate negative state. Reaching through
the dominant negativity to acknowledge peoples positive core will
often make them appreciate our support. They will feel us connect with
something deep within them, and they will value us for standing up for
them, whether they consciously acknowledge it or not.

Challenges in the Controlling the Listening Process
listening process Communication is not easy. Sometimes even the clearest, cleanest
messages arenot communicated and we are left wondering why.
Considering our daily communication, we will find many examples of
our own to understand this better.
So what can we do to keep this from happening? How can we be sure that
we get the right message out there and that people understand what we
are saying? The first lesson comes from a basic skill known as listening.
Listening is always a two part process.Both the speaker and the listener
have the ability to ensure the message is clearly understood.
They speak We listen

We all possess some knowledge about appropriate listening techniques
and have had experience with trying to get our point across to someone
who just isnt listening. The experience is frustrating and demoralizing.
When someone is speaking to us, it is important to maintain eye

contact. Recognize that maintaining eye contact is not the same as
staring blindly into someones face. It is okay to look away now and then
very briefly, in fact, most people do this subconsciously. Staring blindly
usually indicates that even though we are looking at the person, we are
not hearing a word they say as we are thinking about something else,
maybe about what we will say next.
It is important to avoid distractions when we are trying to listen

to someone. If they begin talking to us in a very crowded and loud
environment which will make listening difficult for us, we should stop
them in the beginning and move to a peaceful spot.
One of our greatest challenges in listening is to listen all the way

through. Often we are busy thinking about how to reply to what the
other person is saying. We jump to conclusion about where they are
going with the conversation and tune them out. Or, we just dont want
to listen to what they have to say but we let them keep talking anyway.
We must concentrate on listening to the entire message or find a way to
let the speaker know we are not following.
One technique that helps with listening is to use feedback by restating

what they speaker has said to us. We should try to develop the habit
of providing feedback as it forces us to listen and communicates to the
speaker that we are listening. It is also a great way of forcing the speaker
to concisely make their point.
For example, if we know where the speaker is going and dont want
to wait to get there, go ahead and jump in with a statement: So you
are saying that you dont approve. We can also use feedback to get the

speaker back on the subject. If the speaker is off track, we can simply
interrupt and say And about that latest budget
Another technique that is often underrated is questioning. We can use

questioning to make sure we understand what the speaker is saying
and to let them know we are listening. People will know that we are
genuinely interested in their message if we have questions to ask as they
go. Like paraphrasing, questioning can also be used to put the subject
back on track.
For example, when a coworker has long forgotten the topic of importance
we can ask, Do you think we can ask the manager to bring this up at
our staff meeting? Our coworker will be brought abruptly back to the
matter of the subject.
A final tip is to use our own nonverbal clues to give the speaker messages
about our comprehension. If we are confused give the I dont have a
clue look and hopefully, the speaker will stop to ask whats wrong.
When listening to someone speaking, we go into the conversation

expecting to learn. It is best not to jump to conclusions and always
understand that we have the power and the responsibility to ensure our
communication encounter is positive and effective.
We speak We listen
The difficult part for us as speakers is taking all the listening skills we
have learned and practiced and using them in reverse. We must be able
to listen while we speak.
When we are communicating with someone, are we watching them for

nonverbal clues that tell us how they are receiving our message? Do we
see them giving off signals such as looks of confusion or obvious signs
that they are not listening? Often people give us signals of how well they
understand our message but we are so busy talking we dont listen.
When we are speaking, we can use many of the same skills we use when
we are listening maintain eye contact, lean in, watch for reciprocal
nonverbal and ask questions. If their eyes are roaming, we should
try to bring them back in by asking a question to make sure they are
listening to us. Do you understand what I am saying? Is this a bad
time for you? When should I check back with you to see how you are
progressing on this assignment?
Paraphrasingis a great listening skill that can be used both when we are
listening and when we are speaking. When it is essential that the person
we are talking understandsour message, we should politely ask them to
paraphrase what we have said. Just to ensure we both understand how

we are going to handle this, would you just summarize for me what we
just discussed?
The first time we do this it may seem awkward but it will become more
natural. Also, when the person we talk with know we are going to ask
for a recap at the end of an important conversation, they will be more
likely to listen up.
We should also try to pay attention to what we are saying or in other

words listen to ourselves. Do we hear ourselves repeating the same
information more than once? We should check in our head and ask if
we are still on subject. We should make an effort to get to the point as
quickly and efficiently as possible.
We Benefit - They Benefit

Using these techniques will help solve many of the communication
mishaps that are common in everyday conversation. We need to ensure
that both parties benefit.
If we are the listener, we should remember that we are responsible

for ensuring we understand the message as intended. We should give
the speaker the clues needed to see how the conversation is going and
jump in when needed. Everyone has to breathe hence we should take
advantage of the speakers pause to take a breath to interject a question
or to redirect the conversation.
If we are at the speaking end, the feeling of knowing that the person we
are talking with is completely engaged in what we are saying is one of
great satisfaction. We do the receiver of our information a great favor
when we listen as we speak and take responsibility to ensure our message
is understood as intended.
For communication to be effective, both the sender and receiver need

to take responsibility for making sure the message is clear. When both
parties take responsibility, most misunderstandings can be avoided.
Common Listening Challenges

Subject or speaker is uninteresting or boring.
Active Listener - Listens closely for information that can be important
and useful.
Inactive Listener - Becomes distanced from the listening experience,

loses focus, daydreams, chats or sleeps.
Criticizing the speakers delivery

Active Listener - Pays attention to the content and reserves judgment
until the talk is over.

Inactive Listener - Criticizes the speakers voice or delivery and decides
the speaker wont say anything important.
Disagreeing with the speakers message

Active Listener - Writes down what they disagree with for later
discussion and continues to listen.
Inactive Listener - Becomes so involved with contradicting the

speaker and stops listening.
Listening only for facts

Active Listener - Listens for main ideas and themes and notes the
facts that support them.
Inactive Listener - Focuses only on facts and believes the rest of the
speakers talk is only opinion.
Trying to outline the talk

Active Listener - Listens for the main ideas and organizes them once
the speaker has finished.
Inactive Listener - Loses main ideas and themes because time is spent
trying to organize and find a pattern.
Faking attention
Active Listener - Continually refocuses attention on the speaker
knowing that attention may sometimes wander.
Inactive Listener - Is present in body but not mind.
Allowing distractions
Active Listener - Filters out distractions and concentrates on whats
being said.
Inactive Listener - Uses distractions as an excuse to stop listening.
Evading or avoiding difficult material

Active Listener - Desires to learn something new and is not afraid of
complicated ideas.
Inactive Listener - Gives up when material is complicated and tunes

out the speaker.
Letting emotion-laden words throw you off focus.

Active Listener - Listens very carefully to understand the speakers
point of view before challenging what is said.
Inactive Listener - Gets upset at words which trigger certain emotions

and stops listening.

References Effective Communication by Lewis Klate
cgc.maricopa.edu

Part Four
In This Part Chapter 1: Legal and Ethical Considerations
Ethics
Invasion of Privacy and How to Avoid it
Misrepresentation and Frauds
Ethical perspectives and their implications for responsible

communication
References

Part Four
Legal and Ethical
Chapter One
Considerations
Explain how invasion of privacy can be avoided in communication
Provide an example of misrepresentation and fraud in business

communication
Discuss the ethical perspectives and their implications for responsible

communication
Ethics Ethics is a major area of importance for organization and businesses

especially in the financial services industry. The core foundation of bank
is based on trust. Bankers are expected to act in an ethical manner. In
many countries there is a developed framework of code of conduct that
has to be followed either by law or as part of the professional credo of
the banking industry.
People encounter ethical problems when they are genuinely confused

about which moral principle to follow or if their personal judgment in a
matter clashes with the ethical consideration. For example:
Which is better to retrench employees so that the company can

recover and perhaps rehire these people later; or maintain full
employment with possible dire consequences for the company,
including bankruptcy?
Who is the primary stakeholder for a firm its owners or its

employees? Should a business allow itself to be the object of a hostile
takeover, which could result in the loss of many jobs of those currently
employed but maximizes shareholder return?
Should you as an employee blow the whistle on a fellow staff if he

is cheating the organization out of small sums of money when you
know full well that he is in dire financial straits?
How would you answer these questions if you were an employee of the
organization? Would your answer be different if you are the manager
or the shareholder? There are many situations in business where
individuals are tempted to do something that violates their ethical
standards. How you handle each ethical issue reflects your values and
communicates critical messages to others about you. Organizations
Legal and Ethical Considerations 227

especially banks need individuals with strong ethical values to be able
to survive effectively in a professional and competitive world.
Ethics ethical considerations and ethical standards, theory and

practice; is a vast area in itself. In this chapter we will only focus on
how we need to be mindful of these in a business environment; how to
communicate these issues as and when they arise and how to provide
feedback or opinion on such matters if required.
Invasion of Privacy The legal term invasion of privacy refers primarily to a persons right
and How to Avoid it to keep his or her life private and free from the intrusion of others.
A non-public individual has a right to privacy from:
a. intrusion on ones solitude or into ones private affairs;
b. public disclosure of private information;
c. publicity which puts him/her in a false light to the public;
d. appropriation of ones name or picture for personal or commercial

advantage.
However, public personages are generally not protected in most

situations, since they have placed themselves already within the public
eye, and their activities are considered newsworthy, i.e. of legitimate
public interest.
Privacy lawrefers to the laws which deal with the regulation of personal
information about individuals which can be collected by governments
and other public as well as private organizations and its storage and
use.Invasion of privacy is the intrusion into the personal life of another,
without just cause, which can give the person whose privacy has been
invaded a right to bring a lawsuit for damages against the person or
entity that intruded.
In the workplace, the laws provide some protection to employee

communications. However, this protection is limited. Organizations thus
generally prepare carefully drafted Policy Statements that explain how
the employer intends to monitor employee communications. Employees,
even in the absence of such Policy Statements, should consider their
communications available and accessible to the employer.
Every person has the expectation that the personal work area is free from
invasion by others. When there is an un-consented, unprivileged, or
unreasonable intrusion into the private life of an individual, it is called
invasion of privacy. Note that in this definition, privacy can be violated
although no publication to a third party occurs. In fact, the concept of

privacy is analogous to that of trespass, which gives one the right to keep
unwarranted intruders off ones land.
In professional environments a lot of information is shared on a daily

basis. The objective is to understand what constitutes as invasion of
privacy and what doesnt and most importantly what a person should do
to avoid invasion while communicating. A key checklist in helping you
establish that is:
1. Understand how you as a person or an organization came into

possession of the information
2. Evaluate the reason that it was shared with you and
3. What is the expectation from you of the person who has shared this
information.
In professional circles relationships are built and nurtured over time. A

trust once lost can remain a memory for a long time and damage done
can be at times irreparable. Invasion of privacy, divulging of proprietary
or confidential information can tarnish the image of a person or
organization significantly.
Discussed below are some critical points which popularly come under
the aspect of workplace privacy.
Personal Disabilities
It is recommended that anytime you as an employee must deal with
private health matters, they need not be publicized. If you as an employee
are privileged to such personal information of any other person be it
employee, customer or vendor, you must exercise discretion and caution
in sharing this information with anyone. A quick test against the 3
points stated above will help you judge what should be part of business
communication.
Personal Identity, Private Facts, Employee Records, Performance

and Salary Records
One- as an individual or as an organization, cannot use a persons name,
photograph, identity card or any other identification for commercial
benefit or otherwise without permission. Banks have as part of
their routine business access to information about their customers-
individuals and organizations. This information is shared with them
under heavy responsibility of trust and the banks roles as an agent of
the customer. Banks have a fiduciary1 responsibility to the customer.
Personal information provided by customers for example when applying
for credit card should be kept confidential. The 3-point checklist given
earlier will help you decide how to manage this.

1Fiduciary responsibility of bankers is defined as a relationship imposed by law
where the banker has voluntarily agreed to act in the capacity of a caretaker
of the customers rights, assets and/or well being. The fiduciary (bank) owes an
obligation to carry out the responsibilities with the utmost degree of good faith,
honesty, integrity, loyalty and undivided service of the beneficiarys (customers)
interest. The good faith has been interpreted to impose an obligation to act
reasonably in order to avoid negligent handling of the customers interests as
well the duty not to favor ANYONE ELSES INTEREST (INCLUDING THE
BANKS OWN INTEREST) over that of the customer. Further, if the bank
should find itself in a position of conflicting interests, the bank must disclose the
dual agency (acting for two customers at the same time) or risk being accused
of constructive fraud in regards to both or either principals.
Just as customers data or data of any external stakeholder is sacred, the

employee records are also sacred. Employees personal information,
employment records, performance appraisal and salary records are
confidential information. You as an employee should not share it with
irrelevant people and you as a manager should be careful about how
this information is used by you in communication.
Reports, Letters, and Electronic Data

Letters, reports, proposals, email correspondence etc are a large part
of business communication. These are largely confidential and for the
use of relevant staff and employees. Organizations generally own this
information. Employees provided with email access by the organizations
must understand that the email is only for business use and that the
organization may have the right to monitor and intercept emails sent
from the employee email account.
Communication made by a person on organization stationery or from

organization email is considered official business communication. Care
must be taken on the content of the communiqu to ensure it reflects
the organizations goals and objectives.
Some of these are discussed as follows:

Discrimination involves deliberate actions to exclude certain groups
of people. Discrimination is unethical because it seeks to segregate
individuals on the basis of race, gender, ethnic group, or national origin.
While care must be taken not to indulge in this practice, care must also
be taken that no communication by you as an employee or as a manager
can be construed as discrimination. The message should be examined
for any biased or racist content and great care must be exercised when
communicating.

Harassment involves irritating or tormenting another person once or
repeatedly and can occur between coworkers, supervisor and subordinate,
between people of different cultures, or who have grown up together.
Harassment is both illegal and unethical. Harassing another person is
also a poor way of communicating feelings and violates the principles
of fairness, dignity, and respect for other people. As mentioned above
not only should one never indulge in such a practice, care must be
exercised that no communication from you wither verbal or non-verbal
is perceived as harassment by others.
Plagiarism is also an ethical issue. This involves taking the ideas

or written material of another person and using it as ones own. Such
behavior is unethical because it involves misrepresentation and denies
the original author proper acknowledgement. Special care must be taken
to avoid plagiarism especially in written communication.
Copyrighting gives legal protection to written material. Copyright is

granted to an author, publisher, or distributor for the exclusive publication,
sale, and distribution of an original work. Violating copyright is both
unethical and illegal. Again special care must be exercised in written
communication especially when dealing with copyright material as this
can create serious reputational issues for the violator be it an individual
or an organization.
Advertising Message
It is ethically wrong to advertise products or services in ways that confuse
the targeted audience. The rule for ethical advertising is consistent: Tell
the truth, dont misrepresent and dont manipulate language to create
a false impression. The small gain realized by misrepresentation is not
worth the loss of reputation and customer trust.
Advertising is a form of business communication which organizations

undertake, sometimes at heavy cost, to promote their products, services
and their organization. Moral consequences of impressions created by
advertising should be an important consideration as the message creates
an impression about the organization in the Receivers mind.
Some questions, as below, can assist in making a sound judgment on the

message content, medium and communication mode.
Language
Have I represented the product/service or event using clear, straightforward
language, taking care not to make exaggerated claims? Is the language
truthful? Can the product/service be taken at face value?
Graphics/ Print
Do the graphics used in the advertising depict the product/service

accurately? Is any of the significant information in small print, or is
it placed in an unobtrusive spot? If so, does this slant the customers
perception of the product/ service?
Omission
Have I omitted any key details that may affect the way the customer
views the advertised product/service? Is significant information unstated?
Would it change the customers perception of the product/services if this
information were included?
Truth
Does the product/service live up to the claims made in the advertising?
Is it a quality product/service that can fulfill all the expectations of the
customer?
Accountability
Would I be comfortable if my advertising techniques were scrutinized
by a customer products magazine and the results printed for the public
to read? Would I want to have a face-to-face meeting with a group of
consumers who purchased my product/ service?
Misrepresentation Misrepresentation is a civil wrong. This means that a misrepresentation

and Frauds can create civil liability if it results in a financial loss. For example,
assume that a bank pays profit on deposit at 5% but advertises it as 7%,
this is a misrepresentation. If a customer deposits money with the bank
under the assumption of a rate return of 7% and does not get that from
the bank, the customer may sue the bank for resulting monetary loss.
A misrepresentation need not be intentionally false to create liability. A

statement made with conscious ignorance or a reckless disregard for the
truth can create liability. Nondisclosure of material or important facts
by a bank which has fiduciary responsibility can result in liability.
If the Sender is engaged in the business of selling products, any

statement, no matter how innocent, may create liability if the statement
concerns the character or quality of a product and the statement is not
true. Utmost care needs to be exercised to present true facts and that no
part of the communication is false, misleading or factually incorrect.
As mentioned earlier, a large part of business communication in banking

is written and comprises of formal contracts and agreements between
the bank and the customer. A misrepresentation in a contract gives the
other party the right to rescind the contract. A rescission of a contract
returns the parties to the positions they held before the contract was
made. A party can rescind a contract for misrepresentation only if the
statement was material, or critical, to the agreement. Since banking

transactions have heavy financial implications communication must be
carefully devised and examined to ensure that mistakes are avoided.
Fraud is generally defined as deception carried out for the purpose of

achieving personal gain while causing injury to another party. It can also
be defined as knowing misrepresentation of the truth or concealment of
a material fact to induce to another to act to his or her detriment.
A type of fraud which has become common with the increase in use of
electronic communication is wire fraud. Wire fraud is an act of fraud that
uses electronic communications, such as making false representations
on the telephone, to obtain money. The essential elements of wire fraud
are devising or intending to devise a scheme or trick to defraud another
by means of a material misrepresentation, with the intent to defraud
through the use electronic communications.
Ethical perspectives What is Ethical Communication?

and their Ethics in small groups refers to the moral aspects of group interaction.
implications Ethical communication enhances human worth and dignity by fostering
for responsible truthfulness, fairness, responsibility, personal integrity, and respect for
communication self and others. Thus, ethical communication in small groups takes
into account caring and responsibility for oneself and the other group
members.
Ethics in Communication
The following points can assist in applying ethics in communication:
Truthfulness, accuracy, honesty, and reason are essential to the

integrity of communication.
Strive to understand and respect other communicators before

evaluating and responding to their messages.
Access to communication resources and opportunities are necessary

to fulfill human potential and contribute to the well-being of
families, communities, and societies.
Promote communication culture of caring and mutual understanding

that respect the unique needs and characteristics of individual
communicators.
Practice and endorse freedom of expression, diversity of perspective,

and tolerance of dissent in a professional and concise manner.
Accept responsibility for the short- and long-term consequences of

your own communication and expect the same of others.
These principles also apply to important aspects of effective group

communication, such as teamwork, critical thinking, creativity, and
diversity. Thus, ethical communication in groups means that group
members respect and encourage diverse opinions, do not tolerate
communication that degrades and harms others, balance the sharing of
information with a respect for privacy, and listen for understanding and
empathy before evaluating and critiquing.
References wikihow.com
National Communication Association (2000)
lorandoslaw.com/

Appendix
Format of Business Letters
Block Format
Senders Address
Date
Recipients Name
Recipients Address
Salutation,
Subject:
Message
Closing,
Senders Name
Title of the Company
235
Modified Block Format
Senders Address
Date
Recipients Name
Recipients Address
Salutation,
Subject:
Message
Closing,
Senders Name
Title of the Company
236
Format of Business Memorandum
Company Name
Company Address
Date of Memo
To: Recipient of Memo

From: Writer of Memo/ Writers Initials
Subject: Title of Memo in Initial Capitals
Message

Attachments

Copy to:
Name to Receive Copy
Name to Receive Copy
237
Format of Business Email
To: Recipients email address

CC: Email address of the personnel
Subject:
Salutation,
Message
Closing,
Name
Designation/ Department
Format of Business Fax
To: Recipients Name From: Senders Name
Telephone: Fax:
Date: No. of Pages:v
Message:
Insert message under the heading
Title of the company
Address:
Telephone: Fax:
Email Address:
238

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Business Communication For Financial Services

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Business Communication for

Compiled by: Tooba Mughal (BSc. Accounting and Finance, London

Reviewed by: Prof. Sima Zaman Jalil (Retd. Associate Professor,

Editing by: Chartered Banker Institute and Keystone Business

The Institute of Bankers Pakistan has taken all reasonable measures

The Institute of Bankers Pakistan, August 2011

No part of this publication may be reproduced, stored in retrieval

Chartered Banker Institute is a trading name of The Chartered Institute of Bankers

Cover Design and Typesetting: Absar Ahmed

Part One Chapter 1: Overview of Communication in Business 8

Chapter 2: Communication With Specific Business 30

Part Two Chapter 1: Effective Writing 49

Chapter 2: Reading 121

Chapter 3: Speaking 126

Chapter 4: Listening 157

Chapter 5: Non-verbal communication 172

Part Three Chapter 1: Communication Challenges 187

Chapter 2: Written Challenges 200

4 Business Communication for Financial Services | Reference Book 2

Chapter 4: Comprehension/ reading challenges 213

Chapter 5: Listening Challenges 218

Part Four Chapter 1: Legal and Ethical Considerations 227

Appendix Format of Business Letters 235

In This Part Chapter 1: Overview of Communication in Business

The importance of communication

Stages of the communication process

Barriers to effective communication

List and explain the 7 Cs of effective communication

Different channels of communication (verbal, written, electronic)

Impact of using the wrong channel of communication in a business

The less is more principle

Chapter 2: Communication With Specific Business

Determining Target Audience

Factors that need to be considered when conducting an audience

Impact of Audience Analysis on Delivery of Report and Presentation

Benefits of Using the Audience Strategy

Primary and Secondary Audience

Importance of Demographics and its Analysis

Importance of Self-Appearance in Business Audience

6 Business Communication for Financial Services | Reference Book 2

Highlight the importance of communication

List and describe the stages of the communication process

List the different types of communication

List and explain the barriers to effective communication

List and explain the 7 Cs of effective communication (correctness,

Interpret the different channels of communication (verbal, written,

Illustrate the impact of using the wrong channel of communication in

Describe the less is more principle of effective communication

Communication Communication as derived from the Latin word means communicare

We generally communicate with others when we have something in

Communication has been defined in many ways. According to Websters

Another popular definition is: the imparting or interchange of thoughts,

Communication is an activity which is meant to convey meaningful

8 Business Communication for Financial Services | Reference Book 2

Communication has become increasingly important and necessary

With the availability of a range of communication mediums and the

Overview of Communication in Business 9

Business communication is performed by communicating information

If the business communication is effective then it encourages the

At the employee level, it allows one to make decisions, seek guidance

At the team level, it allows one to build an open communication

At the organizational level, it allows one to align the whole company

10 Business Communication for Financial Services | Reference Book 2