Getting Your Message Across-Subroto

Getting Your Message Across
Communication is essence of success
02-May-2009 Trainer: Subroto Ghosh 1

What will You Learn
• Communication- what is it all about

• Team Communication
• Communication with Customer
• E-mail Etiquettes

KEY TO SUCCESS
• WHAT YOU SAY

• HOW YOU SAY
“WORDS ARE THE MOST POWERFUL

DRUG USED BY MANKIND”.
(RUDYARD KIPLING)

“TO LISTEN CLOSELY AND REPLY
WELL IS THE HIGHEST PERFECTION
WE ARE ABLE TO ATTAIN IN THE ART
OF CONVERSATION”.
“LA ROCHEFOUCAULD”

What is communication
• “COMMUNICATION IS THE PROCESS OF

TRANSMITTING INFORMATION FROM
ONE PERSON TO ANOTHER”.
• “THE TRANSFER OF INFORMATION
AND UNDERSTANDING FROM ONE
PERSON TO ANOTHER PERSON”.

• COMMUNICATION IS A SOCIAL
PROCESS.
• COMMUNICATION IS LIKE CHAIN

PROCESS, MADE UP OF IDENTIFIABLE
LINKS.
• “A PROCESS OF TRANSMITTING AND

RECEIVING VERBAL AND NON-VERBAL
(MURPHY AND HILDEBRANDT)
MESSAGES THAT PRODUCE A
RESPONSE” Trainer: Subroto Ghosh
02-May-2009 6
• “COMMUNICATION REFERS TO THE ACT,
BY ONE OR MORE PERSONS, OF
SENDING AND RECEIVING MESSAGES
THAT ARE DISTORTED BY NOISE, OCCUR
WITHIN A CONTEXT, HAVE SOME
EFFECT, AND PROVIDE SOME
OPPORTUNITY FOR FEEDBACK”
02-May-2009 Trainer: Subroto Ghosh

(JOSEPH A. DEVITO)7
COMMUNICATION IS REPRESENTED BY:
10% WORDS – WHAT WE SAY
30% SOUNDS – TONE
60% BODY LANGUAGE – HOW WE
SAY IT
EFFECTIVE COMMUNICATION
• EFFECTIVE COMMUNICATION OCCURS WHEN

THE MESSAGE RECEIVED IS AS CLOSE AS
POSSIBLE AS THE MESSAGE INTENDED TO BE
SENT – MUTUAL UNDERSTANDING.
 COMMUNICATION IS EFFECTIVE ONLY
IF PEOPLE:
- UNDERSTAND EACH OTHER
- STIMULATE OTHERS TO TAKE ACTION
- ENCOURAGE OTHERS TO THINK IN NEW
02-May-2009
WAYS.Trainer: Subroto Ghosh 9
SEVEN “C’s” OF COMMUNICATION
• COMPLETENESS – CONTAINS ALL FACTS

THE READER OR LISTENER NEEDS FOR
DESIRED ACTION.
• CONCISENESS
• CONSIDERATION
• CONCRETENESS
• CLARITY
• COURTESY
• CORRECTNESS

ORGANISATIONAL BENEFITS OF EFFECTIVE
COMMUNICATIONS
– INCREASE PRODUCTIVITY
– ANTICIPATE PROBLEMS
– MAKE DECISIONS
– COORDINATE WORKFLOW
– SUPERVISE OTHERS
– DEVELOP RELATIONSHIPS
– BETTER UNDERSTANDING IN THE
WORKPLACE IN GENERAL

AREAS OF COMMUNICATION
• INTRAPERSONAL – TO THINK, REASON, ANALYZE,

REFLECT.
• INTERPERSONAL – TO DICOVER, RELATE,
INFLUENCE, PLAY, HELP.
• SMALL GROUP – SHARE INFORMATION, GENERATE
IDEAS, SOLVE PROBLEMS, HELP.
• ORGANANIZATIONAL – INCREASE PRODUCTIVITY,
RAISE MORALE, INFORM, PERSUADE.
• PUBLIC – INFORM, PERSUADE, ENTERTAIN
• MASS – ENTERTAIN, PERSUADE AND INFORM
PURPOSES OF HUMAN COMMUNICATION
TO DISCOVER
TO
AY
RE
PL
LA
TO
TE
HUMAN
COMMUNICATION
TO
PE L P
RS E
UA H
DE TO
BASIC COMMUNICATION PROCESS
NOISE NOISE
FEEDBACK
SENDER UNDERSTANDING
---------- ----------
PERCEPTION PERCEPTION
--------- ---------
IDEA RECEIVER
ENCODE MEDIUM DECODE
NOISE
NOISE
ELEMENTS OF COMMUNICATION
• SENDER / ENCODER
• MESSAGE
• MEDIUM
• RECEIVER / DECODER
• FEEDBACK

TYPES OF COMMUNICATION
• INTERPERSONAL COMMUNICATION
• CORPORATE COMMUNICATION
• FORMAL COMMUNICATION
• NON-FORMAL COMMUNICATION
• ORAL COMMUNICATION
• WRITTEN COMMUNICATION
• NON-VERBAL COMUNICATION

MESSAGES AND CHANNELS
• COMMUNICATION CHANNEL IS THE

MEDIUM THROUGH WHICH THE MESSAGE
PASSES.
• RARELY TAKES PLACE OVER ONE

CHANNEL. MAY USE TWO, THREE, FOUR
DIFFERENT CHANNELS SIMULTANEOUSLY.
– VOCAL CHANNEL: SPEAK & LISTEN
– VISUAL CHANNEL: GESTURE
– OLFACTORY CHANNEL: EMITING OR DETECTING
ODORS
02-May-2009
– TECTILE CHANNEL: TOUCHING
Trainer: Subroto Ghosh ANOTHER 17
PERSON
BARRIERS TO COMMUNICATION
• PROCESS BARRIERS
– SENDER BARRIER
– ENCODING BARRIER
– MEDIUM BARRIER
– DECODING BARRIER
– FEEDBACK BARRIER
• PHSYSICAL BARRIERS
• SEMANTIC BARRIERS
• PSYCHOLOGICAL BARRIERS

Team Communication
Team work is only possible when we communicate

Why communication is important
& necessary for a team
• In a team you are ALL working towards a

same goal.
• You need to define and ensure that the

goal is shared by all the members.
• If there are questions/issues about the

goal those need to be resolved quickly in
order for the team to move forward.
• When decisions need to be made the team

has to be made aware of the decision that
is at hand.
– EVERYONE NEEDS TO BE ON BOARD
• If communication keeps the team

members informed, therefore a team
working towards the same goal can be
more effective and efficient.
1. Information is shared within team.

2. Team members have knowledge
3. Knowledge is power
4. Sense of power gives members sense of
belonging and dedication
5. Dedicated members will contribute more
and feel valuable to the team.

Creating team communication
• Ensure that goals are clearly defined.
• Interaction is aimed at solving problems

and achieving team goals.
• Ensure team members trust each other by

having open communication.

Characteristics of Open
Communication
• Members are encouraged to solicit input

from others.
• Disagreement is invited and dealt with as a

vital part of making sound decisions.
• Team members share responsibility for

communicating effectively.
• Everyone is pro-active to understand team

goals.
Guidelines to Team
Communication
• Be specific: include facts and details to

avoid being vague
• Be accurate: as much as possible be sure
that the information you are giving is true
and reliable.
• Be honest: be truthful with those you are
communicating with and do not use
questionable information.

Guidelines to Team
Communication
• Be logical: make sure messages are easy to follow
• Be complete: give all needed information in

regards to your ideas.
• Be concise: be brief- not unnecessarily wordy.
• Be relevant: stay on task and give information

that is needed.
• Ask for feedback: have recipients give comments

on information.
Responsibilities of Team Members
• Open minded
• Listen to what is being said
• Give feedback to what is being said
• Make sure all team members have a
chance to communicate their ideas.
• If decisions need to be made discuss pros
and cons, and decide best option for TEAM.

Responsibilities of Team Members
• Take ownership for what you say.

• Take responsibility for making sure you are
heard and understood.
• Use terminology and examples that your
audience understands.
• Be aware of body language.
• Always work to maintain the trust and
confidence of those with whom you are
communicating/working.

Getting Your Message Across
1. State the purpose of your message.

2. Communicate your message.
3. Listen to the response of others.
4. Clear up any misunderstandings.
5. Summarize and move to action.

Communication with Customer
Care for your tone and gesture

Here we will learn
Describe how to modify your tone of voice to

match the customer and the situation
Recognize common negative gestures to avoid
Identify the customer service representative's

worst offense

Your Tone Is
Important
Think of your voice as being the music played
by your vocal cords.
Customers will be able to identify the mood you

are in and the message you are trying to convey
by your tone.


Elements of Your Tone
These are the critical elements that affect the
overall tone of your voice:
•Pace
•Volume
•Inflection
•Intensity
•Attitude

Pace Pacing Your Speech
How you pace your speech helps to paint a
picture in your listener’s mind.
Volume
Pace of speech is indicative and relevant
Your pace should match customers pace

Inflection
Intensity
Attitude
Pace
Volume Not Too Loud, Not Too Soft

Your volume needs to be adequate for you to
be clearly understood
Inflection
Raise your voice to emphasize a point or for
enthusiasm.
Intensity
Attitude
Pace
Volume
Inflection Monotones Are Boring
Paint pictures for people and convey reassurance or

helpfulness through your voice inflection — the
Intensity highs and lows in your voice.
Attitude
Inflection
A good communicator adjusts the pace
or speed of talking to match the pace of
the customer.
The volume is adjusted.
Inflection used to signify highs and lows.
Maintains intensity to give the highs and

lows the proper effect
The attitude is proper at all times.

Pace
Volume
Inflection Emotion
Different situations call for different levels of
emotion.
Intensity Match your emotion to the situation that the
customer is in.
Gauge the mood of the customer.

Attitude
Match Level of Emotion
Just as you must match the volume to the

situation, you must also match the emotion to the
situation.
Otherwise, you're singing a different tune from the

one your customer is giving you.

Display a caring emotion for your customer, don't get caught
up in their hysteria.
Keep calm and have willingness to help.

Pace
Volume
Inflection
Intensity
Bringing It All Together

If you are on the phone bring it all together
Attitude
Think About It

If you discover that a customer calling you

likes to talk quickly, what should you do?

Ask him to slow down.
Try to match your speaking pace with his.
Transfer him to another customer service representative.
Record the phone call and tell him you'll get back to him.

Think About It

Which of the following is a benefit of good

speaking volume with your customers?
It conveys your displeasure at their call.
It makes you more clearly understood.
It shows that you want to change the subject of the

conversation.
It prevents customers from bringing up additional problems

they're having.

Inviting with a Smile
When the phone rings, always smile when you say hello.
It can be felt

A New Attitude
A terse greeting represents a small crack in the door
through which the customer must squeeze if he has
any chance of really communicating with you.
Your attitude will set the stage for the entire interaction
and will play a large part in its overall success.

Think About It

Choose three. Pace and volume are two

elements of your tone that affect customers.
What are the otherInflection
three elements?

Emotional Intensity
Gestures
Eye-contact
Attitude

Think About It
When you're speaking with customers, which

style of speaking looks and sounds better?


Think About It
Which of the following is the most

appropriate response to an upset
customer?
Blandly respond that you're sorry he has a problem.
Get completely upset and storm around the room while

talking to him.
Tell him you'll get back to him later.
Respond with concern that reflects his distress.

"There is only one boss. The
customer! And he can fire everybody
in the company, from the chairman on
down, simply by spending his money
elsewhere."
— Sam Walton, founder of Wal-Mart

Gestures
Your gestures will give the customer a

picture of how you really feel about her and
the situation.

Common Gestures to Avoid
Here are some common gestures and how

they're commonly perceived:
Gesture type Gesture implication
Arms folded across chest Closed; unreceptive; suspicious; defensive
Hand covering mouth Lacks confidence or belief in solution

while speaking
Leaning backward/against Not interested

an object
Avoiding eye contact Feeling of negativity; not listening; wanting

02-May-2009 to limit
Trainer: interaction
Subroto Ghosh 51
No Customers Means No Jobs
The bottom line is that the customer deserves the
same treatment and respect, maybe more, you
would give your boss.
Because in the end, without customers there

would be no jobs.


Keeping Promises
Promising but not following up, is the #1 capital
offense for anyone providing customer service.
Being Accountable
Be accountable for the promises even if they are not
executed by you.

Following Up
Even when you cannot provide the total solution,
follow up to make sure the ball hasn't been
dropped .

When you don't follow up to make sure a
customer's needs have been met, you
leave your customer with one or more
undesirable impressions:
You don't care.
The customer can't trust you.
Your company is irresponsible.

Summary
Tone - what you say is not as important as whether or not

it's heard.
Gestures and actions will also give the customer a clear

picture about how you feel about her.
Treat each customer like a boss and give her the same
kind of respect and attention.

Effective Email Guidelines

Email Has Become Ineffective
 It’s a double-edged problem

 Too many messages are floating
around
 Half are unnecessary
 The other half are ineffective
 Fixing the problem lies on our
shoulders

Poor Usage Examples
No subject line

Poor Usage
Action required and key points are

hidden in the message

Poor Usage
-----Original Message-----
From:
Sent: Monday, January 08, 2001 5:46 PM
To: IMS Operations
Subject: Information

I will be gone all day Tuesday/01-9-01 at an Operations Offsite Staff
Meeting.
I will be accessible via cell or pager listed below-
Thanks
Misusing the global distribution list

Poor Usage
Discussion that could have been done

on the phone

Use Smart Subject Lines
 All messages should have clear and

specific “Subject Lines” that
 describes the message content
 specifies if there are any actions required &
due dates
 mentions clearly who the message is for
 Subject Line Template:
TAG description [actions] [due date] [(EOM)]

TAG description [action] [due dates] [(EOM)]

 Good Subject Line Examples
 FYI ONLY: Meeting minutes from 3/14 discussion
 WSR: Joe Smith – Operations WW17
 ARs Included: Minutes from MRC, all ARs due Friday 4/1
 DISTRIBUTE: Program POR updated & related information
 Bob, Joe: need you at noon meeting Wed w/ your updates
 AGENDA: Staff meeting Thurs 3/12 10:00 pm
 Mary: I will attend the WW FTF & present summary. (EOM)
 Poor Subject Line Examples
 Weekly Minutes
 Here are the URLs
 Re: presentation
 (blank subject line)
 Unrelated subject line – sending an email with an old subject line
that does not relate to this message

 If you can type your entire message in the subject

line and don’t need to write anything in the body
of the message - do so!
 Type (EOM) at the end of the subject line. EOM

means “end of message”

Think Before You Click
 Don’t automatically “REPLY TO ALL”.
 Take one last look at your distribution list – is

this email necessary for all recipients.
 Once the email discussion goes beyond 2-3

replies anyway, it’s time to pick up the phone

Write For Action
 In the first 1-3 lines of your email, specify what this

email is about.
 Does it include action required?
 Does it require a reply back by a certain date?
 What information is contained that the reader will find
necessary for their job?
 Use the To: and Cc: addresses appropriately

Reducing the Load
 Overloaded – system & recipient
 Use text messages every time you can

 Status Reports, Meeting Minutes, Trip Reports, Simple
Proposals
 Use formatted documents when necessary

 Spreadsheets, presentations, formal documents
 Stop replies before they start

 If a reply is not required, end your message with
“(Reply Not Necessary)”
Quality Communications
 Email is not the right communication

tool when “quick response” is needed
 Use email to convey non-sensitive or

non-emotional information

Quality Communications
 If an email discussion doesn’t end in 1-2 replies

and get the results that are necessary – STOP
 Ask yourself, are you sharing expertise, or just

venting
 Constructive confrontation or disagreements do

NOT get resolved in email

Recommended Standards
Recommended Subject Line Tags:
 URG- Stop everything, read me first

 HOT - Need immediate attention
 RSP - Need you to respond, either way
 MTG- New/modified meetings
 FWD- Forward to your respective groups)
 HLP - Need information,
assistance with a problem
 FYI- Just for your information
 ACT - Needs action

Rules:
 No outlook templates or “pretty stationary" when

sending/replying messages
 Reply to sender only. Only "Reply to All" when absolutely
necessary
 PowerPoint Files: Zip all attachments. Large files; use
shared server or websites
 When possible, short messages should be written in the
subject line, with the EOM tag

Rules:
 No discussions in email. When people start "talking" in

email, please stop
 Carbon Copy your manager if you really need to
 Do not use UPPER case alphabets unless using it as a

title. This gives a negative connotation (looks like you
are yelling those words)

General Tips
 Use Follow Up Flags.

 If you find you are on a distribution list you don’t
need to be on
 send a note to the originator to be removed.
 If you get involved in an email discussion that
you don’t need to be in
 ask to be taken off the distribution.
 While forwarding the message delete the list of
email addresses if not necessary
 If you see someone else practicing bad email
etiquette
 send a friendly note and ask them to correct it
General Tips
Incoming Email Tips:

 Process your email in batches
 Don’t overreact to nuance in email

General Tips
Font:
 Use standard font throughout the message content
 Avoid colored fonts in a professional email
 Be very specific with the use of bold, italic or underline
font style
 Keep the size of the font visible and constant
 Paragraph and line spacing should be legitimate and
visually appealing
 Avoid short forms or slang (e.g. ‘u’ instead of ‘you’, ‘y’
instead of ‘why’, ‘r’ instead of ‘are’, etc)

Examples
From: XYZ
To: ABC
Dear Sir,
With reference to the below mentioned mail, I would like to mention

here that the required action was taken long back and hence there
was no need to escalate the issue to a higher level. With reference to
the below mentioned mail, the issue to a higher level.
With reference to the below mentioned mail, I would like to mention

here that the required action was taken long back and hence there
was no need to escalate the issue to a higher level With reference to
the below mentioned mail.
Regards,
02-May-2009
XYZ
Trainer: Subroto Ghosh 77
Examples
From: XYZ
To: ABC
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the required action
was taken long back and hence there was no need to escalate the issue to a higher level. With
reference to the below mentioned mail, I would like to mention here that the required action was
taken long back and hence there was no need to escalate the issue to a higher level With
taken long back and hence there was no need to escalate the issue to a higher level With
taken long back and hence there was no need to escalate the issue to a higher level
With reference to the below mentioned mail, I would like to mention here that the required action
was taken long back and hence there was no need to escalate the issue to a higher level With
reference to the below mentioned mail, I would like to mention here that the required
action was taken long back and hence there was no need to escalate the issue to a higher
level With reference to the below mentioned mail.
Regards,
XYZ
Examples
From: XYZ
To: ABC
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the required
level. With reference to the below mentioned mail, I would like to mention here that the required action
was taken long back and hence there was no need to escalate the issue to a higher level With reference
to the below mentioned mail, I would like to mention here that the required action was taken
long back and
HENCE THERE WAS NO NEED TO ESCALATE THE ISSUE TO A HIGHER LEVEL WITH
REFERENCE TO THE BELOW MENTIONED mail, I would like to mention here that the
required action was taken long back and hence there was no need to escalate the
issue to a higher level
level With reference to the below mentioned mail.
Regards,
02-May-2009
XYZ Trainer: Subroto Ghosh 79
Examples
From: XYZ
To: ABC
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the
required action was taken long back and hence there was no need to escalate the issue to
a higher level. With reference to the below mentioned mail, I would like to mention here
that the required action was taken long back and hence there was no need to escalate
the issue to a higher level With reference to the below mentioned mail, I would like to
mention here that the required action was taken long back and hence there was no need
to escalate the issue to a higher level With reference to the below mentioned mail, I would
like to mention here that the required action was taken long back and hence there was no
need to escalate the issue to a higher level
With reference to the below mentioned mail, I would like to mention here that the
required action was taken long back and hence there was no need to escalate the issue to
a higher level With reference to the below mentioned mail, I would like to mention here
that the required action was taken long back and hence there was no need to escalate
the issue to a higher level With reference to the below mentioned mail.
Regards,
XYZ

Questions & Comments
!! Thanks !!
Thank You

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Getting Your Message Across

Communication is essence of success

02-May-2009 Trainer: Subroto Ghosh 1

• Communication- what is it all about

02-May-2009 Trainer: Subroto Ghosh 2

• WHAT YOU SAY

“WORDS ARE THE MOST POWERFUL

02-May-2009 Trainer: Subroto Ghosh 3

WELL IS THE HIGHEST PERFECTION

WE ARE ABLE TO ATTAIN IN THE ART

02-May-2009 Trainer: Subroto Ghosh 4

• “COMMUNICATION IS THE PROCESS OF

02-May-2009 Trainer: Subroto Ghosh 5

• COMMUNICATION IS LIKE CHAIN

• “A PROCESS OF TRANSMITTING AND

02-May-2009 Trainer: Subroto Ghosh

10% WORDS – WHAT WE SAY

30% SOUNDS – TONE

60% BODY LANGUAGE – HOW WE

• EFFECTIVE COMMUNICATION OCCURS WHEN

• COMPLETENESS – CONTAINS ALL FACTS

02-May-2009 Trainer: Subroto Ghosh 10

02-May-2009 Trainer: Subroto Ghosh 11

• INTRAPERSONAL – TO THINK, REASON, ANALYZE,

ENCODE MEDIUM DECODE

02-May-2009 Trainer: Subroto Ghosh 15

02-May-2009 Trainer: Subroto Ghosh 16

• COMMUNICATION CHANNEL IS THE

• RARELY TAKES PLACE OVER ONE

02-May-2009 Trainer: Subroto Ghosh 18

Team work is only possible when we communicate

• In a team you are ALL working towards a

• You need to define and ensure that the

• If there are questions/issues about the

• When decisions need to be made the team

• If communication keeps the team

1. Information is shared within team.

02-May-2009 Trainer: Subroto Ghosh 22

• Ensure that goals are clearly defined.

• Interaction is aimed at solving problems

• Ensure team members trust each other by

02-May-2009 Trainer: Subroto Ghosh 23

• Members are encouraged to solicit input

• Disagreement is invited and dealt with as a

• Team members share responsibility for

• Everyone is pro-active to understand team

• Be specific: include facts and details to

02-May-2009 Trainer: Subroto Ghosh 25

• Be logical: make sure messages are easy to follow

• Be complete: give all needed information in

• Be concise: be brief- not unnecessarily wordy.

• Be relevant: stay on task and give information

• Ask for feedback: have recipients give comments

02-May-2009 Trainer: Subroto Ghosh 27

• Take ownership for what you say.

02-May-2009 Trainer: Subroto Ghosh 28

1. State the purpose of your message.

02-May-2009 Trainer: Subroto Ghosh 29

Care for your tone and gesture

Describe how to modify your tone of voice to

Recognize common negative gestures to avoid

Identify the customer service representative's

02-May-2009 Trainer: Subroto Ghosh 31