Professional Documents
Culture Documents
The Most Important Thing in Communication Is to Hear What Isnt Being Said. Peter F. Drucker
Written communication
Email Use of graphics
Oral communication
Body language Speaking on phone
Why Is It Important ?
Sheer number of people using email Use of email to communicate Your correspondence says a lot The ease and inexpensive nature
E-mail Format
Give a pertinent subject line Inverted pyramid form of writing
most important statements details to be followed recommendations action
Use signature
Reply
Acknowledge receipt of emails
Reply with the previous mail attached Respond to email quickly
No Slang Please
Dates By Spelling
Conclusion
Check. Re-check.
Use Of Graphics
Graphics
Written language best used to express thought, abstract ideas, complexity and details. Graphics are image-based using line, form, shape, pattern, texture, colour and a predominately non-word vocabulary to capture actions and ideas.
Written language is 60% based on the words and 40% based on the non-verbal format features
Format Features
Typography (selection, variation and size of type)
Legibility Hierarchy
Page/screen layout
Colour Page, paragraph and section breaks Headers, footers and styles Justification, word and line spacing Numbering
principle. Show a step by step action or procedure. Show hierarchy and organizational relationship. Show relationship of parts to whole. graphic first followed by an explanation.
Oral Communication
Importance
Communication is what
joins us with others
Body Language
Engaged
Open hands
Eager(sprint Position)
Leaning forward
Listening
Bored
foot tapping
Rejection
Aggressive
Fists clenched
Lying
Touches face Hand over mouth Pulls ear Eyes down Glances at you Shifts in seat Looks down and to left
Speaking on Phone
Making a Call
You Represent One of the Most Prestigious Company in the World, Be Sure Your Communications Reflect This Expectation of Excellence