Managerial Writings 143 17 Title of the project is meaningful and indicates the research 5 4 3 2 1 work done. 18 The language of the report is grammatical and clear 54321 19 There is proper use of visual aids 54321 20 Appropriate statistical tools are applied for analysis. 54321 21 Appended parts are relevant to the research 54321 22 References and bibliographical items are given following a 5 4 3 2 1 standard style. 23 The appearance of report is neat and attractive. 54321 24 The report is numbered properly 54321 25 The contents page is illustrative of items in the report. 54321 26 List of illustrations (tables and figures) is proper. 54321 26 On the whole, the report has met the objectives of the 5 4 3 2 1 researcher Prepare a small report for presentation in the class on the topic – ‘How to make MBA projects effective?’ 5. Email: A Request Read the email given under. Is it in conformity with the email etiquette? Subject: Extension on Report Deadline Dear Mr. Vangala, I am writing this to request you for an extension on the XYZ project report, which is due on January 5, 2020. My mother has taken ill unexpectedly, and I must leave for home tonight. I am afraid it will take me a week before I can return to the office and complete the report. Kindly grant me an extension until February 2, 2020 for the same. I promise to deliver the project report by then. Sincerely, Raghav M {44356-98761} CU IDOL SELF LEARNING MATERIAL (SLM)
144 Professional Business Communication-I 5.11 Unit End Questions (MCQs and Descriptive) A. Descriptive Type Questions Short Answer Questions 1. What is technical report? 2. What is a formal report? 3. What is the structure of an annual report? 4. What is the structure of appraisal report? 5. What is a project report? 6. Explain the purpose of documentation. 7. What is bibliography? 8. Name the types of bibliography presentation. 9. Name the styles of making references in a report. 10. What is APA style of writing bibliography? 11. What is a press release? Long Answer Questions 1. Explain the structure of a technical report. 2. What is annual report? Suggest tips for making an annual report. 3. How do you write an appraisal report? 4. Explain how project reports for getting funds can be written. 5. State the guidelines for writing an effective email. 6. Explain the approaches to present documentation and bibliography. 7. What is a press release? Suggest tips for preparing a press release. CU IDOL SELF LEARNING MATERIAL (SLM)
Managerial Writings 145 B. Multiple Choice/Objective Type Questions 1. A formal report designed to convey process, status, progress or results of scientific research is known as (a) Formal report (b) Technical report (c) Project report (d) All the above 2. When material is produced from a source (book, journal or website) as it is, the author will face problem of (a) Plagiarism (b) Piracy (c) Infringement (d) None of the above 3. Press release refers to (a) A news item compiled by news reporter and published in media (b) A write-up by an employee in house magazine (c) A news story written by a public relations professional and sent to the media (d) None of the above 4. The principles of behavior that one should use when writing or answering email messages is also known as (a) Email code of ethics (b) Email etiquette (c) Email principles (d) Any of the above 5. An alphabetic list of all material consulted in writing the research or technical study is known as (a) Enumeration (b) References (c) Citations (d) Bibliography Answers 1. (b), 2. (a), 3. (c), 4. (b), 5. (d). CU IDOL SELF LEARNING MATERIAL (SLM)
146 Professional Business Communication-I 5.12 References Textbooks 1. Krishnamacharyulu, C.S.G. and Lalitha Ramakrishnan (2014), Business Communication: Text, Cases and Laboratory Manual, 2/e, New Delhi: Himalaya Publishing House. 2. Monippally, Matukutty, M., Business Communication: From Principles to Practice, New Delhi: Tata McGraw Hill. Web Resources 1. Report Writing in Business Communication – Bizfluent, Retrieved from https://bizfluent.com › ... › Documents For Your Business. 2. Email Writing Format: Conventions and Samples with Solved …, Retrieved from https://www.toppr.com › guides › writing-formal-mails › conventions-sam 3. How to Write a Press Release, with Examples? – CBS News, Retrieved from https://www.cbsnews.com › news › how-to-write-a-press-release-with-exa... Reference Books 1. Davies J.W. (2001), Communication Skills – A Guide for Engineering and Applied Science Students, 2nd ed., New York: Prentice Hall. 2. Van Emden, J. and Easteal, J. (1996), Technical Writing and Speaking: An Introduction New York: McGraw-Hill. 3. Pfeiffer, W.S. (1998), Pocket Guide to Technical Writing, New York: Prentice Hall. 4. Eisenberg, A. (1992), Effective Technical Communication, New York: McGraw-Hill. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 147 UNIT 6 EMPLOYMENT COMMUNICATION Structure: 6.0 Learning Objective 6.1 Introduction 6.2 Job Letters 6.2.1 Offer 6.2.2 Resignation 6.2.3 Increments 6.2.4 Appraisals 6.3 Resume 6.4 CV Writing 6.5 Group Discussion Skills 6.6 Summary 6.7 Key Words/Abbreviations 6.8 Learning Activity 6.9 Unit End Questions (MCQ and Descriptive) 6.10 References 6.0 Learning Objective After studying this unit, you should be able to: z Explain how different job letters are written CU IDOL SELF LEARNING MATERIAL (SLM)
148 Professional Business Communication-I z Describe how resume and CV can be written as a part of application for job. z Discuss the skills necessary for taking part in-group discussion. 6.1 Introduction Employment related correspondence includes applications, resumes and job acceptance or decline from applicant side and interview, appointment, probation and confirmation from employer side. During the time of employment, communication between company and employee involves letters relating to appraisal, increments, transfer, etc. It is desirable that these transactions take place with efficiency and courtesy. 6.2 Job Letters In this section, we shall examine how to write four types of employment related letters Job offer, Resignation, Increments and Appraisals. It is important to write these letters adopting a a polite and professional approach. 6.2.1 OFFER Employers send a job offer letter to candidates selected for employment in their organization. It aims at confirming the appointment to a position, and details of employment benefits and conditions. It provides the basis for employment contract between employer and employee. Job offer letter is a formal written document. A job offer may first be communicated over the phone or email. Later a formal letter of offer will follow it. Structure It confirms employment details such as job description, compensation and management structure. An offer letter contains the following details: z Job description z Job title z Reporting structure CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 149 z Starting date of employment z Salary z Benefits information and eligibility z Acknowledgment of offer and confirmation of acceptance Decision A candidate may choose to accept the job offer by signing and returning the letter as a formal acceptance of the position. If the offer is not acceptable, the candidate has two options: to make a counter offer or decline the invitation. (a) Accepting a Job Offer: Candidates accepting the offer must sign and return a job offer letter to confirm formal acceptance of the position. Several options are available: z Accepting on the spot, despite the fact that there's a lot to consider before taking on new responsibilities, or z Asking for a few business days to think it over, or z Negotiating new conditions within the employment terms. Candidates should accept by communicating their interest and gratitude quickly to the hiring manager over the phone or email. (b) Negotiating new conditions: To negotiate, a candidate should evaluate the job opportunity by considering to identify the room for negotiation. z Salary and benefits offered vs Market averages. z Organizational values of the potential employer vs Individual values. z Work life balance issues. z Benefits in terms of a candidate’s personal and professional goals. (c) Declining a Job Offer: There should be no pressure to accept an offer if it is not a good fit. It is important to be polite and professional in every interaction and to not burn bridges. If you choose not to accept the job offer, decline in a formal letter and thank everyone involved in the interview process. CU IDOL SELF LEARNING MATERIAL (SLM)
150 Professional Business Communication-I Sample Here is a specimen job offer letter. Company emblem and address 16-12-2019 Dear (Name) We are delighted to offer you the position of Business Analyst at Bharat Private Limited (“BPL” or “Company”). Your start date shall be February 1, 2020, or otherwise as agreed in writing. Your total Cost to Company (CTC) shall be INR 10,60,294 p.a. (Rupees Ten Lakh Sixty Thousand Two Hundred Ninety Four p.a.) comprising the following components: Total cash compensation of INR 10,00,000 p.a. (Rupees Ten Lakh p.a.) comprising of: (a) Annual base salary of INR 9,00,000 p.a. (Rupees Nine Lakh p.a.) as follows: Basic: An annual remuneration of INR 5,59,400 p.a. HRA: An annual allowance of INR 2,30,000 p.a. Other allowances as below: Medical: An annual allowance of INR 15,000 p.a. Conveyance: An annual allowance of INR 19,200 p.a. Leave travel allowance: An annual allowance of INR 50,000 p.a. Meal card allowance of INR 26,400 p.a. (b) Annual bonus of INR 1,00,000 (Rupees One Lakh p.a.) as determined by the Company. This will be a function of your performance. (c) Retirals of INR 48,494 (Rupees Forty Eight Thousand Four Hundred Ninety Four p.a.) including Gratuity and EPF payable as per the respective Acts. (d) Company benefits of INR 11,800 p.a. (Rupees Eleven Thousand Eight Hundred p.a.) as determined by the company. You will be eligible for the following benefits, as may be changed by Company at will: CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 151 Group Medical insurance cover of INR 5,00,000 p.a. for self, spouse and up to two children. Personal accident insurance cover of up to 2x annual base salary (or other limit as imposed by insurer). The total CTC of your offer is summarized on the next page. You will report to Sumithra Krishnan. Your employment is conditional upon completion of background and drug screening checks in accordance with the Company policy and necessary signing of confidentiality, policy compliance and employment agreements. You will also be entitled to maternity/paternity benefits as per applicable laws. Your employment may be mutually terminated with 90 (ninety) days’ prior written notice. This is effective from the first day of employment, except in the first 6 months when the Company reserves the right to terminate your employment with 1 (one) month’s prior written notice or salary in lieu thereof. Additionally, if your employment is terminated within one year of joining the Company, you are required to pay back in full any joining/relocation bonus received. Notwithstanding anything contained herein, the Company may terminate your employment with 7 (seven) days’ prior written notice, in the event that you commit any material breach of your obligations under this Agreement, or if you are found guilty of dishonesty, serious neglect or gross misconduct during the course of your employment. Your employment will be governed by the laws of India and any disputes here under shall be subject to the exclusive jurisdiction of the courts of Bangalore, India. You shall periodically disclose all investments made by you or members of your family in listed securities, and that you shall comply with Intellectual Property, Confidentiality and Prevention of Insider Trading Agreement in addition to Assignment of Inventions, Confidentiality and Non-compete Agreement as drafted by Company and/or its affiliates including any subsidiaries thereof. If you are in agreement with the foregoing, please indicate by countersigning this letter. A copy of the countersigned letter will be provided for your files. CU IDOL SELF LEARNING MATERIAL (SLM)
152 Professional Business Communication-I Sincerely, Description For Bharat Private Limited Krishna, Vangala This amount can be set aside for: (a) Medical Authorised Signatory reimbursement up to a maximum of INR Accepted/- 15,000 p.a. subject to relevant proofs being (Name of the candidate) submitted (b) Conveyance allowance of INR Date: 19,200 p.a. (c) Leave Travel allowance of INR 50,000 p.a. subject to relevant proofs The total CTC being submitted (d) Meal card of INR 26,400 p.a. Components (in Indian Offer Total fixed compensation rupees p.a.) As a function of performance Basic salary 5,59,400 House rent allowance (HRA) 2,30,000 12% of Basic salary capped to INR 21,600 Other allowances 1,10,600 p.a. As per Gratuity Act (payable on completion Annual base salary 9,00,000 of 4 years and 8 months of continuous Variable pay 1,00,000 employment) 1. Total cash compensation 10,00,000 Retirals Benefit provided as per Company policy: (a) Provident fund (Employer 21,600 Group medical insurance cover of INR contribution) 5,00,000 p.a. for self, spouse and up to two Gratuity 26,894 children (b) Personal accident insurance 2. Total retirals 48,494 Benefits 11,800 Insurance premium CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 153 cover of up to 2x annual base salary (or other limit as imposed by insurer) 3. Total benefits 11,800 Total Cost to Company (1 + 2 10,60,294 + 3) 6.2.2 RESIGNATION A resignation is the act of leaving the job. A resignation letter expresses the intention of an employee to leave the company in which he is currently employed. Purpose Employees write resignation letter to inform their quit decision to their employer. You should write a resignation letter because it is the professional thing to do. It gives notice to your boss that you are leaving the job and someone else will need to be hired to replace you and take on your responsibilities. In addition, one can ideally use it as an opportunity to build relationships and leave on a positive note. When leaving an organization with dissatisfaction, do not be tempted to quickly write a simple resignation letter and move on. A formal good-bye is worth further consideration. Notice letter An advance notice letter, as per the conditions applicable in a company, is essentially the same thing as a resignation letter. This letter announces your intent to depart from the company and says you will remain in your position for a fixed period as per the employment conditions of the company before leaving. Two weeks is the standard amount of time from when you announce you are leaving to your last day at your job. Structure A resignation letter should include the following: z A statement of intent that you will be leaving your job. z The name of your official staff position. z The date of your last day on the job. z Gratitude to your employer for hiring you. CU IDOL SELF LEARNING MATERIAL (SLM)
154 Professional Business Communication-I z A highlight of time spent there (optional). z An offer to train your replacement. z Well wishes for the future of the company. z Your contact info. Sample A specimen resignation letter is given under Sangeetha N 8 Telphone Road Pondicherry 605104. Phone: 555-555-5555 [email protected] [Date] Rangarajan M CEO ABC Company 15 Main St. Hyderabad Dear Mr. Rangarajan, Please accept this letter as notice of my resignation from my position as staff accountant. My last day of employment will be [date]. I received an offer to serve as senior accountant of a Fortune 500 company, and after careful consideration, I realize that this opportunity is too exciting for me to decline. It has been a pleasure working with you and your team over the last three years. One of the highlights of my career was collaborating with you to automate ABC Company’s accounting, financial and balance systems and setting up your accounting infrastructure. Your company is CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 155 poised for continued growth and I wish you much success with your upcoming acquisition of XYZ Company. I would like to help with the transition of my accounting duties so that systems continue to function smoothly after my departure. I am available to help recruit and train my replacement, and I will make certain that all reporting and records are updated before my last day of work. Thank you again for the opportunity to work for ABC Company. I wish you and your staff all the best and I look forward to staying in touch with you. Sincerely, Sangeetha 6.2.3 INCREMENTS A salary increment letter aims at informing employees about their salary increments. Salary increment is one among the financial incentives for employees. The increments are given every year after completion of financial year. Government employees typically receive annual raises based on salary increments. A salary increment might be a one-time payment that substitutes for a bonus. One-time increments are typically paid out during a single pay period. In some cases, the salary rise may be linked to achievements like getting a degree or diploma or completion of a training programme. Increments are usually expressed as a percentage rise in salary. For example, when management approves a 3 per cent raise for all sales employees, each employee’s salary is increased by 3 per cent. If a new sales employee is making ` 50,000 per year, the increment increases his annual salary to ` 51,500. Structure A salary increment letter should be written precisely in clear terms. It must include the following: z Decision to sanction increments. z Employee performance appreciation. CU IDOL SELF LEARNING MATERIAL (SLM)
156 Professional Business Communication-I z Amount of salary hike and date from which it will come into force. z New salary information and person to contact for more information. z A word on future expectations. Sample Increment Letter Date: Mr. Ragahuram A, Sales Executive, The ABC Private Ltd. Chennai. Sub: Increment Letter Dear Raghuram, After evaluating your performance for the year 2019-2020 we are pleased to inform you that your salary has been revised w.e.f 1 April 2020, and the new structure will be: Previous Salary: 25000 /- Increment: 7000 /- New Salary: 32000 /- For remaining salary break up details and other terms and conditions, please contact HR department. We look forward to your valuable contributions to the organization and wishing you a great career ahead. Please sign the duplicate copy of this letter as a token of acceptance of the same. The ABC Private Ltd, Executive Director. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 157 6.2.4 APPRAISALS The objective of writing performance appraisal letter is to share someone’s performance with them in writing or person. Through this letter, a person can ascertain about his performance in a professional or an academic environment. Performance appraisal letters are written by supervisors after analyzing the performance level and factors behind it. Structure A performance appraisal letter contains the following elements. z Company’s letterhead: All official letters need to include a company letterhead. It shows the organization’s logo and name. z Employee’s name: It is necessary for you to list the employee’s name. This can make the task of delivery and storage considerably easier. z Statement of intent: State the purpose of the letter such as ‘to evaluate one’s performance over a specific period of time’. Placing this notice at the beginning serves to let the recipient know what the letter is about from the start, which may give some indication of what to expect in the rest of the letter. z Period covered: List the specific period covered by the evaluation. It would arguably be fair to let the employee know when they were being evaluated so that they can judge how their performance seemed to them vis-a-vis the evaluation given by the management. z Evaluation of employee: This is the key part in the appraisal letter. Here the grading or ranking assigned to the employee as well as clear indication of the areas of good performance and poor performance must be given. Before evaluation, make sure that you have a clear idea of how the employee has done for the duration of the evaluation. State the review of performance in clear terms. z List the criteria for judgment: Evaluation cannot be scientific, without appropriate evaluation criteria. List the criteria for appraising your employee’s performance. An objective evaluation based on criteria and method of rating will help employee know how his performance is rated. It helps in self-evaluation and leads to commitment to improve performance. CU IDOL SELF LEARNING MATERIAL (SLM)
158 Professional Business Communication-I z Give specific details that contributed to the decision: Make a clear statement of the specific details that led to the grading decision. For example, if your employees consistently demonstrated a good work ethic, you can state the factors that influenced the final evaluation you gave them. z Guidelines for development: You should also take the time to include a statement of encouragement so that you can encourage them to make an effort to improve their performance. Sample A specimen of the appraisal letter is given under. To, D. Abhijit Sales Executive North Star Company Chennai Date: 12 January 2020 From, Christopher K HR Manager North Star Company . Sub: Performance Appraisal It is a privilege for me to write this letter to you. Employees like you who work with sheer dedication are an asset to the organization. I am feeling very proud to mention that the company has decided to give you a raise in your salary by 35%. I have gone through your performance chart and is surprised to see that you have always achieved your target well on time and sometimes even exceeded it. Your increment will be effective from 7th of next month and I am forwarding this copy of appraisal letter to the payroll department also. If you have any doubts regarding your increment, please feel free to meet me in person. Yours truly, ___________ Christopher K CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 159 6.3 Resume Along with the application for job, either CV and resume can be included. Both CV and resume serve one purpose of providing complete information about the applicant. Resume comes from the French verb meaning to summarize; a resume is a summary of pertinent facts about the candidate. The resume is a formal arrangement of personal inventory. A good resume is a marketing tool. It should portray you in the most favorable manner possible. Structure of a resume The typical resume consists of one to three typed pages about the candidate and includes job objectives, past employment, education, and personal data. It consists of the following parts. Your resume description Employer needs Identification section Who are you? Job objective section What do you want to do? Education and work history What do you have to offer? Personal skills What can you do? Accordingly, the sub-heads of a resume are: z Personal data (name, age, fitness and marital status, telephone, fax number, and e-mail address) z Career/job objective z Educational background z Specialized training, if any z Work experience (both full and part-time/summer) and achievements z Special honors, distinctions, awards, honors, and publications. Types of Resumes In general, two basic types of resume are found. One is the general type, which is designed to cover a variety of jobs. This one you would send to a dozen companies when applying for jobs. CU IDOL SELF LEARNING MATERIAL (SLM)
160 Professional Business Communication-I The other one is personalized. Most of its contents are similar to those of a general resume, but the information and wording are specially selected to fit the one case. Types of Resume Formats Resumes are like advertisements. As such, it is important to decide which type of \"ad\" – in this case, format – you prefer to use before developing the resume. There are four standard types of resumes: (1) chronological, (2) functional, (3) combination, or (4) targeted. Below are descriptions of the four different types. Exhibit 6.1, 6.2 and 6.3 show the chronological, functional and combination resumes respectively. 1. Chronological: Chronological resumes are the most commonly used format. They list work history in chronological order, starting with your most recent job down to your earliest. Most employers prefer this resume because it provides a quick snapshot of work history, with most recent positions up front. Uses this format when z You have a solid work history; there are no lapses between two employments. z Your experience is aligned with the job you are applying to, 2. Functional Resume: Functional resumes focus on skills and experience first. This type of resume de-emphasizes the dates in which you have worked. Employment history is secondary, and is listed under the details of the skills. Use this format when z You can highlight your skills and experience to your advantage. z You have lapses in employment. z You are in the middle of a career transition. z You have a diverse background with no clear career path. 3. Combination Resume: They use both chronological and functional order of providing information. You can detail both your skills and experience, while also backing this up with a chronological listing of work history. Being flexible in nature, it helps to tailor make the resume to the expectations of potential employer. Use this format when, z You have significant work skills and experience. z You have solid work history. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 161 4. Targeted Resume: Targeted resumes are customized in detail to the prospective job you are seeking. Everything from your objective, your qualifications to educational experience mirrors the job requirements. These resumes are the most time-consuming. However, they can make the selection process simple for potential employer. Tips to write a resume Making a perfect resume that attracts potential employer is a tough challenge. However, it can be made effective by following the professional tips on how to make a resume for a job. z Stay relevant: Every single item on your resume should prove you are the best possible candidate. z Tailor: Make one resume specifically for one specific job and company to apply at. Name the company and pick skills, which relate to the open position. z Choose the right stuff: Use active voice, write a heading statement for your situation, and do not include unnecessary details. z Be consistent: Follow the same formatting, styles, colors, and conventions throughout your resume. z Double-check: Do not send your resume off before you are certain there are no typos and errors. Ask a friend for help. Exhibit 6.1: Chronological resume Sampath Kumar M 1001 Ram Road Puducherry, 605104 (91-987654321) [email protected] Summary of Qualifications z Three years experience in retail management, with specialty in purchasing and floor display design. z Utilized strong communication skills in a variety of professional settings. z Enthusiastic dedication to excellent customer service. Education 2010-2012 MBA (Marketing) Andhra University, Waltair (AP) GPA 3.6/4.0 CU IDOL SELF LEARNING MATERIAL (SLM)
162 Professional Business Communication-I 2007-2010 BA Anthropology, April 2007 Andhra University, Waltair (AP) GPA 3.5/4.0 Professional Experience 2016-2019 Assistant Manager Hindusthan Unilever , Managed departmental supplies budget, oversaw office purchasing and inventory, overhauled department-wide filing system, supervised part- time staff. 2012-16 Marketing Assistant Bharati Retail chain Assisted company publicist with writing press releases, designing weekly advertisements, and managing customer databases. Developed research methods for determining customer preference for shopping hours. Computer Skills: Microsoft Word, Excel, Corel Draw, Paint shop Pro, QuickBooks, Special Skills: Oracle Small Business, basic HTML knowledge. Thorough knowledge of MMORPG and single-player gaming systems, thorough knowledge of Internet applications. Exhibit 6.2: Functional Resume Sample Ramya B.Krishna 20/302, Fort road, Rajaji Nagar, Vellore,632 004, (098765 43210)[email protected] Career Summary Four years experience in human resource management with a diverse background in the training and recruit of people. Recruitment Experience y Organized campus interviews for management trainees y Maintained applicant databases and records. y Coordinated selection and training of management trainees y Managed 25 recruitment assistants. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 163 Training Experience y Coordinated training programs for 7 batches of management trainees, y Oversaw daily and special trainee activities. Employment History 2007-2009 Manager (HR), Sunrise Company Ltd., Chennai 2004- 2007 Personnel Officer, Hemang Ltd., Kolkatta. 2002-2004 Personnel Assistant, Duo Company Ltd., Chennai. Education z MBA(HR)-(2002), Andhra University, Visakhapatnam, I class ,72%. z BSc (Psychology) 2000, Sri Krishnadevaraya University, Anantapur, I class,75%. Exhibit 6.3: Combinational resume Ram C.Mohan 26, Moulana road, Krishna Nagar, Chennai 600016. (099998 88777)[email protected] Career Summary Four years experience in Human resource development with a diverse background in the care of special needs of minorities and women. Education z MBA(HR)-(2002), Andhra University, Visakhapatnam, I class, 72%. z BSc (Psychology)2000, Sri Krishnadevaraya University, Anantapur, I class, 75%. Recruitment Experience y Organized campus interviews for management trainees. y Maintained applicant databases and records. y Coordinated selection and training of management trainees. y Managed 25 recruitment assistants. Training Experience y Coordinated training programs for 7 batches of management trainees. y Oversaw daily and special trainee activities. CU IDOL SELF LEARNING MATERIAL (SLM)
164 Professional Business Communication-I Skills Computer Skills: Proficient in word processing, spreadsheet, and bookkeeping software. Soft skills: Leadership and team building skills. 6.4. CV Writing Curriculum Vitae, more commonly referred to by its shorthand abbreviation CV (a Latin term meaning ‘course of life’). CV is a brief written account of your personal details, your education, experience and achievements. Resume means to summarize; a resume is a summary of pertinent facts about the candidate. The resume is a formal arrangement of personal inventory. CV vs Resume CV and resume differ in the way information is detailed. A resume is a brief summary of your skills and experience over one or two pages, whereas a CV is more detailed and can stretch well beyond two pages. The resume will be tailored to each position whereas the CV will stay put and any changes will be in the cover letter. Format of CV Other than beginning with your contact information, there is no standard format for a CV. You can start with your education and qualifications, or insert your objective with a concise summary of what qualifies you for the position. You can then detail your work experience, followed by achievements, interests and your references. Chronology is not as important as tailoring the information for a specific purpose. If a job advertisement asks for a CV, that is a hint that the employer expects you to furnish information about you to meet his needs as given under. Employer Needs Your Description Who are you? Identification section What do you want to do? Job objective section What do you have to offer? Education and work history What can you do? Personal skills CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 165 Checklist on what to include in a CV z Personal details: Provide details such as name, address, mobile number and email address. If relevant, also include your Linked In profile or blog site where employers can find out more about you. z Objective: State in one or two sentences your intended future career path. Your words must flow seamlessly – avoiding cliché and superfluous hyperbole. z Employment History & Work Experience: Place this before Education if you have been working for a while. Start with your most recent job, detailing your experience concisely in bullet points. z Education & Training: Start with your most recent qualifications and work back to the ones you received at school. z Language proficiency: If you speak more than one language, this element distinguish your CV if you are applying for a job at an international company. z Achievements: Include your academic/professional achievements to distinguish yourself from other candidates. z Interests: Include this if relevant to the soft skills needed for the job. z References: Name two people (not relatives), along with their email address and phone number, who may be contacted by the employer for a reference. Tips to write CV 1. Have necessary information: Gather the information you wish to place in CV. Make sure that the data is correct in all respects. 2. Use a template: Different templates are available. Find one which helps you express yourself. 3. Write in broken sentences: You need not write in complete sentences; gapping, or using incomplete sentences, is acceptable. For example, you can write: “ESL teacher, 2009. Developed award-winning curriculum. 4. Take good care of presentation: A successful CV is always carefully and clearly presented, and printed on crisp white paper. The layout should always be clean and well CU IDOL SELF LEARNING MATERIAL (SLM)
166 Professional Business Communication-I structured. CVs should never be crumpled or folded. Use an A4 envelope to post your applications. 5. Always remember the CV hotspot: The upper middle area of the first page is where the recruiter’s eye will naturally fall, so make sure you include your most important information there. 6. Be Consistent: You should keep your sentence and phrase structure consistent for reading ease. 7. Stand out: Your CV should demonstrate your unique blend of skills and experience. Make sure you include examples of commercial success, problem resolution or management achievements. 8. Keep it simple: Your choice of font and layout should be attractive to employer. Simple formats work best. 9. Target an employer: Work out who or which industry sector your CV is destined for and tailor it to highlight the right aspects of your experience for them. 10. Check and check again: Avoid errors at all costs. Correct the spelling mistakes. 11. Update: Make sure that your CV is regularly updated to meet the requirements of any jobs you see advertised. 12. Keep CV concise: Stick to no more than two pages of A4: Employers receive dozens of CVs all the time so it is unlikely they will read each one cover to cover. You do not need pages and pages of paper – you just keep things short and striking. Sample CV N. Savyasachi 43, Janakpuri, Delhi E-mail: savyagmail.com Cell: +91-9999966655 Career Objective Seeking an entry level position in the field of Accounts and Finance. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 167 Educational Qualification x MBA – Finance and International Marketing in 2018 from Nagpur University with 65% marks x B.Com. from Delhi University in 2015 with 67% marks x HSC – Commerce ICSE board in 2012 with 68% marks x SSC from ICSE board in 2010 with 62% marks Computer Knowledge x Well Versed with MS Office x Good knowledge of Tally x Certification course on SAP – Finance Projects Undertaken x Project on Empirical study of Financial Obligations and Factoring for XYZ bank. x Study on the internet banking origin and its present and future prospectus. Papers Presented x Fluctuating value of Indian Rupee vs USD – Effects on Indian Economy. x Privatisation – Is it really the need of the hour? Government education policies – improvements required. Soft skills Courses x Certification course on leadership development x Week long course on improving communication skills Personal Details Date of Birth: 18th November, 2000 Languages Known: English, Hindi. CU IDOL SELF LEARNING MATERIAL (SLM)
168 Professional Business Communication-I 6.5 Group Discussion Skills A group discussion (GD) is a serious interaction involving logical arguments and counter arguments, among participants on a topic of common interest. Group discussion is employed widely by corporate enterprises and business schools. It supplements the interview in many cases. It is used to assess certain group skills that cannot be evaluated in an interview situation. A simulated group discussion involves 8 to 12 participants sitting in a circle or semicircle discussing a topic for a stipulated time of usually 15 to 20 minutes. Group discussions can be organized in three formats: structured or leaderless, unstructured or leader led and role-play. 1. Structured or leaderless: In this, topic and time limit are announced. Participants are expected to voice their views and there is no need to arrive at a consensus at the end. The topics are general and do not require technical knowledge. 2. Unstructured or leader directed: In this type, the group has to name one member as a leader. The leader has to direct the group, set the tone for discussion and control the dynamics of the group. At the end of the session, the group has to reach a consensus. 3. Role-play: Role-plays are scripted group discussions. In this, the candidates are given a brief about roles they are assigned to play. Roles observed in GD In group activities individual members exhibit different communicative behaviours. The behaviours fall under three categories. z Functional-task related (Work/task roles). z Functional –relations related (Participation maintenance roles). z Dysfunctional (Blocker roles). The likely behaviors that members may exhibit under the three categories are outlined in Table 6.1. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 169 Table 6.1: Roles evaluated in Group Discussion Roles Activities Skills Task Initiating ideas or actions, Facilitating Conceptual, Technical and introduction of facts and information, speaking and listening skills Standard setting, Interacting, Clarifying issues, Evaluating, Synthesizing and summarizing. Participation Supporting and encouraging, Leadership and Speaking and maintenance Following, Harmonizing, keeping listening skills peace, Compromising, Gate keeping and Time keeping. Blocker Competing, Dominating the group, Seeking attention, Withdrawing, Horsing around and Interrupting. Obviously, the successful candidates are those who excel in task and participation maintenance roles. They display emotional intelligence in minimizing the influence of blocker roles. Group Discussion Skills The crucial group discussion skills essential for one to craft and execute GD strategy may be outlined as follows. z Conceptual skills: They refer to the ability to visualize the topic or issue in various dimensions of time and relationships and form a picture of the abstract ideas or entities. Seeing the big picture: It refers to understanding the topic, finding the present, past and future information and visualizing the whole picture of the topic. z Reasoning skills: It refers to thinking in terms of why, what and how. It refers to information processing, creative thinking and problem solving. Good reasoning helps build arguments and solutions that are consistent with norms and rules. Reasoning can be seen in the following activities. Standard setting: Expressing standards for the group to use in choosing its content or procedures or in evaluating its decisions. CU IDOL SELF LEARNING MATERIAL (SLM)
170 Professional Business Communication-I Interacting: Providing information in the form of facts, figures, and case examples, arguing logically and exploring new horizons of knowledge. Clarifying issues: Restating and giving examples, sharing feelings about what has been said and seeking clarification of values, suggestions or ideas. Evaluating: Challenging ideas and information, envisioning how a proposal might work and analyzing costs and benefits. z Speaking skills: It is the ability to express ideas in a clear way. It allows the speaker, to convey her message in a passionate, thoughtful, and convincing manner. The skills are used in the following activities of GD. Facilitating introduction of facts and information: Giving information, soliciting everyone’s input and gathering information. Once you get your chance to speak, speak slowly and with authority. Focus more on ensuring that your points are understood by people. Synthesizing and summarizing: Pulling together related ideas or suggestions and summarizing to close the discussion. z Listening skills: It is the ability to comprehend verbally communicated information and providing appropriate feedback. It can be described also as the ability to pay attention to sound. The stages in the listening process are receiving (hearing), understanding, evaluating, remembering, and responding. Silently pay attention: Remain silent and listen passionately to what others are speaking. Indicate response: Nod if you agree. Keep looking at others and understand their facial expressions. z Leadership skills: It refers to taking initiative, facilitating cooperation and resolving conflicts. In group discussion, participant may initiate ideas or actions, get things started and suggests new ideas. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 171 Supporting and encouraging: Being friendly, warm, and responsive to others and encouraging all members to contribute. Following: Going along with decisions of the group, thoughtfully accepting ideas of others and serving as audience during group discussion. Reducing tension: Draining off negative feeling by jesting or pouring oil on troubled waters and placing a tense situation in a wider context. Harmonizing, keeping peace: Spotting and smoothening disintegrating forces like differences in point of view and ego problems and reminding the group to avoid decisions that conflict with group standards. Compromising: Pacifying angry discussants, examining conflict views, and conciliating differences in points of view finding a common ground. Gate keeping: Trying to make it possible for every member to speak by controlling aggressive members or suggesting limited talking time for everyone. Time keeping: Observing the progress of the discussion against the time allotted for discussion and monitoring to finish it in time. z Creativity skills: Creativity is the ability to perceive the world in new ways, to find hidden patterns, to make connections between seemingly unrelated phenomena, and to generate new solutions. Modify and improve: Try to build upon the points given by others or try to bring in a new dimension to the discussion. Novel ideas: Bring out different views and excerpts from the speeches/articles for a topic of current affairs. Improving GD Skills One can be successful in-group discussion by learning communication and social skills. Employment related group discussions are formal and require considerations like dress code and other formalities. Prepare for the GD, study different GD topics. Update on all the current topics of national and international concern. Dress well for the occasion. CU IDOL SELF LEARNING MATERIAL (SLM)
172 Professional Business Communication-I z Conceptualize: Quickly think about the topic. Use outline or mind mapping techniques to generate thoughts and develop them into power points. In course of discussion, you can sometimes change or improve them. z Contribute: Making an even contribution is important. Rush to start speaking. In case you are not familiar with the topic, do not be the first speaker. It is important to be the best, not necessarily the first. Listen to others, pick up ideas, formulate your line of thinking and confidently express your ideas. z KISS principle: Keep it short and simple is the most important strategy to be followed in group discussion. The delivery should be crisp with only one or two points being presented at a particular time. If you give more than one idea at a time, there is the danger of you being rated as a person with jumbled ideas. z Express clearly: Speak softly, deliberately and slowly using appropriately facial expressions and hand movements. Be polite in making contradictions and seeking attention. You can say, for example, ‘Excuse me, I have a point to make’ ‘Sorry! I still have not finished speaking’, ‘I am afraid I cannot agree with your view point’ and ‘Please listen to him, you can speak next’. z Substantiate: Explain your point with an example; do not give example to express a point. If you start with an example, the observer may misunderstand that you are elaborating the point of another interactant. z Let others speak: Take the floor but do not stay long. You have to make an even contribution and not a dominant one. Take the optimum time to speak and involve others while speaking. This you can do intelligently by asking closed end questions like, ‘Is not gender mainstreaming important?’ This would give impression that you are involving others. At the same time, you don’t lose your floor to others who is looking for an opportunity to cut short your speech and take advantage. Once you relinquish the floor you may not get it again. Therefore avoid asking questions like: “Women are facing the problem of glass ceiling in organizations. What is your view on this?” It gives another speaker an opportunity and you lose yours. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 173 z Retain focus: Generally focus will be lost because of ignorant and wayward participants. Those who don’t know the topic speak some thing, those who lack clarity deviate from the topic and those who are egoistic speak what they like. The result is digression. Play an active role to retain focus. You can do two things: (i) politely cut short irrelevant speeches, and (ii) make periodical conclusions. z Display team spirit: Keep in check your feelings both positive and negative, which may hurt others. Do not ridicule the ill informed speakers. Do not show anger at participants who are indifferent or irritating. You should be courteous and friendly with all the participants, encouraging and supporting them as a leader. z Look active and interested: Do no turn into a wall flower (non-participant) after you have finished speaking. Do not look casual. Listen to other speakers. What is more important is you should give the appearance of listening. Show your attention by maintaining eye contact with the participants and occasional nodding of your head. z Avoid argument: Do not get involved in arguments. Try to defuse arguments. An argument throws heat; a discussion throws light. An argument tries to prove who is right whereas a discussion tries to prove what is right. During a discussion, it may be a good idea to use phrases such as: z It appears to me. z I may be wrong. Another way to defuse arguments is by showing ignorance and asking questions such as: z Why do you feel that way? z Can you explain a little? z Can you be more specific? If nothing works, it may be worthwhile to politely, gently, and with courtesy, agree to disagree. CU IDOL SELF LEARNING MATERIAL (SLM)
174 Professional Business Communication-I 6.6 Summary Along with the application for job, two other documents are popular. They are CV and resume. CV and resume differ in the way information is detailed. A resume is a brief summary of your skills and experience over one or two pages, whereas a CV is more detailed and can stretch well beyond two pages. Resume is like an ad and it should be written to attract the potential employer. Resumes can be general or customized. Resume may adopt any one of the four formats- Chronological, functional, Combination and Targeted. The typical resume consists of one to three typed pages about the candidate and includes job objectives, past employment, education, and personal data. Making a perfect resume that attracts potential employer is a tough challenge. Useful tips are: Stay relevant, Tailor, Choose the right stuff, Be consistent and Double- check. Checklist on what to include in a CV: Personal details, Objective, Employment History & Work Experience, Education & Training, Language proficiency, Achievements, Interests and References. Tips to write CV: Have necessary information, Use a template, Write in broken sentences, Take good care of presentation, Always remember the CV hotspot, Be Consistent, Stand out, Keep it simple, Target an employer, Check and check again, Update and Keep CV concise. A group discussion (GD) is a serious interaction involving logical arguments and counter arguments, among participants on a topic of common interest. A simulated group discussion involves 8 to 12 participants sitting in a circle or semicircle discussing a topic for a stipulated time of usually 15 to 20 minutes. Group discussions can be organized in three formats: structured or leaderless, unstructured or leader led and role play. Group discussion (GD) requires several skills such as Conceptual, Reasoning, Speaking, Listening, Leadership and Creativity, Participation in GD can be made effective by conceptualizing the topic, contributing following the keep it short and simple (KISS) principle and expressing clearly. Substantiate your point of view, let others speak, retain focus, display team spirit and look active and interested. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 175 6.7 Key Words/Abbreviations z Resume: A resume is a short account, either spoken or written, of something that has happened or that someone has said or written. Your resume is a brief account of your personal details, your education, and the jobs you have had. z CV: It is abbreviation for curriculum vitae formal: a short written description of your education, qualifications, previous jobs, and sometimes also your personal interests, that you send to an employer when you are trying to get a job. z Group discussion (GD): It is a method of assessing the behavioural and communication skills of participants. Companies use the method of group discussion to filter down to candidates who can be potential employees of the organization. 6.8 Learning Activity 1. Assess your Group discussion skills: Answer honestly. Do not discuss with others. Write T (Mostly true ) or F (Mostly false) that represents your answer in the blank against each statement. S.No Statement Write T or F 1. I will speak at the top of my voice to be noticed by the evaluator. F 2. I will be careful in taking a different stand, and explain how relevant it is to T the topic being debated. 3. I will bang my fist on the table to end arguments and take chance to speak. F 4. If many in the group are talking for the topic, then I take the alternate T approach and oppose the topic. 5. I think through carefully to have substance in my arguments. T 6. I will learn to be assertive for those 15 minutes of discussion. T 7. If I have spoken and I notice that someone else has tried to enter the F discussion on a number of occasions, I will smile and watch the fun 8. I would listen to others to gain an understanding and contribute to the T progress of discussion. CU IDOL SELF LEARNING MATERIAL (SLM)
176 Professional Business Communication-I 9. I try to make a meaningful contribution in an attempt to build the right T consensus to be seen by the evaluator. F 10. When speaking, I will look at those members who look cheerfully at me. Key to scoring 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. FTFTTTFTTF The rating of your group discussion skills is as follows. Excellent: 8-10 Good: 5-7 Below 7 – Average and you have to improve 2. Describe yourself choosing words from the list given under: Strengths Enthusiastic, Competent, Organized, Motivated, Responsible, Assertive, Risk Taker, Fast Learner, Trustworthy, Talented, Leader, Cooperative. Experience General, Specific, Intensive, Broad, Extensive, Consistent. Abilities and skills Plan, Analyse, Supervise, Solve Problems, Assist Work well with others, Develop, Create, Delegate, Innovate. Relate to others Mentor, Train, Communication skills, Negotiate, Motivate, Supervise, Persuade, Influence, Interpersonal skills, Guide, Assist, Cooperate. Relate to data Analyse, Synthesize, Compute, Copy, Compare, Numerical ability. Relate to things Set up, Operate/Control, Organize, Coordinate, Research Demonstrate, Perform, Maintain, Repair. Accomplishments Achieved, Secured, Contributed, increased, established, developed, Improved, Decreased, Expanded, Introduced, Reorganized, Saved, Progressed. 3. Edit the resume given under: Biswajeet. A Cell: 587-222-0101 Email: biswa @gmail.com LinkedIn: Biswajeet Post-Secondary Education Master of Business Administration (Marketing) University of Madras, Completed April 2016 GPA: 3.75/4.0 Bachelor of Business Administration, Niraj Institute of Management, Pondicherry. Completed April 2013 GPA: 3.5/4.0 CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 177 Areas Of Effectiveness - Marketing & Communications - Sales/Retail Management - Graphic Design - Advertising & Promotion - Special Event Planning - Website/New Media - Marketing Research - Human Resource Management - Public Speaking Business & Marketing Experience Marketing Assistant Nexus Business Systems, 2017 onwards • Effectively marketed accounting payroll software packages to small businesses • Increased sales by 10% through innovative promotional strategies • Knowledgably responded to customer inquiries. Sales Representative Ambience Advertising, 2014-17 • Praised by supervisor for initiative demonstrated in soliciting new business while maintaining established accounts • Conscientiously performed routine duties such a filing and word processing SUMMARY OF QUALIFICATIONS Marketing & Communications • Effectively persuaded 5 corporate clients to adopt multidimensional advertising approach, resulting in increased sales totals for that period (Ambience Advertising) • Wrote and presented a creative marketing research paper in Ad conference receiving an “A” grade from both professor and host company • Delivered prepared & impromptu speeches to groups of over 50 people in Young Manager Club. Interpersonal & Teamwork • Established cooperative working relationships with co-workers and support staff, which promoted collaboration, efficiencies, and essential field sales back up (Nexus Business Systems) • Recognized in work roles for ability to establish/maintain positive client relationships and resolve customer complaints to mutual satisfaction of customers and management Leadership & Analytical • Thoroughly researched sales and profitability of selected software packages; subsequently recommended new marketing concepts which were adopted (Nexus Business Systems) • As team leader, organized and coordinated research team of 15 who conducted retail survey and statistical analysis of senior citizen’s shopping habits. CU IDOL SELF LEARNING MATERIAL (SLM)
178 Professional Business Communication-I Volunteer Involvement • Elected Vice-president of Management Students’ Society, 2015-16 • Active member of “Young Manager Club”, 2016 onwards References Dr. Krishnan Marketing Manager Nexus Business Systems 91-987654-78965 4. Write a job offer letter based on the guidelines, using hypothetical information. Greeting Dear Kamesh Job title Our company is pleased -------- Job description If you choose to accept the offer, you will ---------- Reporting structure You will also report to ---------- Starting date Your --------- Salary The starting salary is -------- Acknowledgement To accept this offer --------- of offer Closing sentence ----- Signature ------ 5. Write an email resignation based on guidelines given here. Use hypothetical information. Email Subject Line Dear Mr./Ms. Last Name: Greeting Declaration of intent to Please accept ----------- leave I appreciate the opportunities I have been given ------- Appreciation of the company Please let me know what to expect as far as my final work Expected work schedule. If I can be of assistance during this transition, please let me Offer to do needful know. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 179 Interest to be in touch Closing sentence Signature 6.9 Unit End Questions (MCQ and Descriptive) A. Descriptive Types Questions Short answer questions 1. What are job related letters? 2. What is a job offer letter? 3. What is an appraisal letter? 4. What is salary increment letter? 5. What is resume? Is it different from CV? 6. What are the types of resume? 7. What is the structure of resume? 8. List the items to be included in a CV. 9. What is group discussion? 10. List the skills required for GD. Long answer questions 1. How do you write the following: (i) Job offer letter (ii) Resignation letter. 2. Explain with examples letters relating to Appraisal and increments. 3. What is resume for employment? Explain how can it be prepared? 4. Explain the steps involved in preparing a CV. 5. What is group discussion (GD)? What skills are required for GD? 6. How do you improve your GD skills? CU IDOL SELF LEARNING MATERIAL (SLM)
180 Professional Business Communication-I B. Multiple Choice/Objective Type Questions 1. The salary rise is given as financial incentive for employees in this form (a) Onetime payment that substitutes for a bonus (b) Linked to achievements like acquiring a degree (c) Annually as given in the pay scale (d) Any one of the above 2. One of optional component of resume is: (a) Education (b) References (c) Skills (d) Experience 3. The best way to apply for a job is to submit a résumé that is: (a) Chronological (b) Functional (c) Targeted (d) Any one of the above 4. How many references are usually given in a CV? (a) Two (b) Three (c) Four (d) Five 5. In a group discussion, we should be _____ (a) Cautious (b) Dominating (c) Passive (d) Assertive Answers 1. (d), 2. (b), 3. (c), 4. (a), 5. (d). 6.10 References Textbooks 1. Krishnamacharyulu, C. S. G. & Lalitha Ramakrishnan (2014), Business Communication: Text, Cases and Laboratory Manual, 2/e, New Delhi: Himalaya Publishing House. CU IDOL SELF LEARNING MATERIAL (SLM)
Employment Communication 181 2. Aruna, Koneru (2008), Professional Communication, New Delhi: The McGraw Hill Companies. 3. Chaturvedi, P.D.& Chaturvedi, Mukesh (2013), Business Communication: Concepts, Cases and Applications, 3/e, New Delhi: Pearson Education. Web Resources 1. Employment Communication – Tutorialspoint, Retrieved from https://www.tutorial spoint.com › effective_communication › effective_co... 2. Employee communication: Definition, Importance, and Tips Retrieved from https://www.questionpro.com › Home › QuestionPro Products › Workforce Reference Books 1. Lesikar, Raymond. V; Flatley, Marie. E; Rentz, Kathryn; Lentz, Paula & Neeraj Pande (2015), Business Communication: Connecting in a Digital World, 13/e, New Delhi: McGraw Hill Education. 2. Kaul, Asha (2009), Business Communication, New Delhi: PHI Learning Pvt. Ltd. CU IDOL SELF LEARNING MATERIAL (SLM)
182 Professional Business Communication-I UNIT 7 ORAL BUSINESS COMMUNICATION Structure: 7.0 Learning Objective 7.1 Introduction 7.2 Speaking & Listening like a Professional Business Person 7.2.1 Speaking 7.2.2 Listening 7.3 Communicating Effectively in Meetings 7.4 Meeting the Challenge of Formal Speaking 7.5 Summary 7.6 Key Words/Abbreviations 7.7 Learning Activity 7.8 Unit End Questions (MCQ and Descriptive) 7.9 References 7.0 Learning Objective After studying this unit, you should be able to: z Explain the how to speak professionally z Describe the process of listening and suggest tips for effective listening z Explain how to communicate effectively in meetings z Understand how to meet the challenge of formal speaking CU IDOL SELF LEARNING MATERIAL (SLM)
Oral Business Communication 183 7.1 Introduction To be successful in formal environment, one has to be an effective oral communicator. Research has shown that employees in any organization spend more time in speaking rather than writing. Formal communication takes place in the form of meetings, interviews and conferences. Informal communication relies heavily on oral communication. Research has also indicated that oral communication skills are important not only for first level supervisors but also for top level executives. Oral communication skills include speaking and listening skills. Active listening is important to stimulate speaking and making it effective. An effective manager is a good listener. On average, people retain just 25 per cent of what they hear, because of busyness and lack of listening skills. The good news is that anyone can learn to be a better listener and significantly increase his or her retention. 7.2 Speaking & Listening Like a Professional Business Person Organizations rise or fall according to the quality of their interactions and relationships. Listening is essential for carrying out interactions. Listening builds teams and promotes morale. It increases sales and builds customer loyalty. Listening reduces stress, and promotes peace. And ultimately, listening is an essential competency of individuals for remaining competitive. 7.2.1 Speaking Speech is an essential activity in our life. Almost every person makes a speech on one occasion or another. In the business context, sales man makes sales talk and managers address their team members in meetings and conferences. Trainers make speeches to inspire trainees. Most often, managers and businessmen are invited as chief guests to make speeches at inaugurations of functions, sport or cultural meets, etc. Meaning What is speaking? Speaking is the activity of giving talks or speeches. It is the action of conveying information or expressing one’s thoughts and feelings in spoken language. A spoken language or oral language or vocal language is a language produced with the vocal tract. In other terms, it is produced by articulate sounds. CU IDOL SELF LEARNING MATERIAL (SLM)
184 Professional Business Communication-I Importance Speech is a powerful communication tool. The success of many political leaders, industrialists, business magnets, and salesman can be attributed to their ability to make speeches. Those who give good speeches at different occasions will enjoy recognition and special status in society. There are different occasions in the life cycle of a person like birthdays, graduation ceremonies, wedding, marriage day, retirement function, awards function, inauguration of an office, funeral day, etc. On all these occasions, if you can make effective short speeches, you will gain special recognition and status in friend’s circle or society. There will be much more serious, formal occasions, like meetings, conferences, conventions, seminars, inaugural ceremonies and so on. They give an opportunity to display your speaking talent, knowledge about company and business world, and sense of humour. Your speaking competences will improve your chances of rising high in the hierarchy. Purposes Speeches have two purposes general and special. The general purposes are to inform, persuade or entertain an audience. The special purpose will be more defined and specific relating to the context. For example, a speech on the occasion of the inaugural of management festival of MBA students will have the specific purpose of inspiring the students to become competent managers. Characteristics of Effective speech What are the characteristics of an effective speech? Listed below are the important features of a speech which can make an impact on the audience. 1. Clarity: Speech should be clear and unambiguous. Audience should be able to understand the content of the speech without much effort. It should present ideas in an orderly form. The language used should be simple and grammatical. It should avoid use of jargon's, slang and local dialect. The non verbal cues should supplement the verbal messages. 2. Relevant: The content of the speech should be relevant to the audience. The examples and stories made use of in the speech should be related to the message. CU IDOL SELF LEARNING MATERIAL (SLM)
Oral Business Communication 185 3. Conciseness: Long speeches test the patience of audience. It is easy to pay attention, show interest and remember the message, if the speech is shorter. It means effective speeches should be as concise as possible. 4. Interesting: Effective speeches will have features that sustain the interest of audience. The speaker will be active and enthusiastic. He will make use of interesting examples and tell stories, quotations and jokes. 5. Informal Touch: A good speech should be rational and emotional. By presenting logical information, the speech will become formally appealing and useful. By including personal experiences and stories, a speaker will be able to make emotional appeals in a personal and informal way. 6. Audience oriented: The purpose of speech is to inform or persuade or entertain audience. As such, an effective speech will contain message and other interesting issues that can meet the expectations, interest, and needs of the audience. 7. Neutral: An effective speech should be free from biases and prejudices. It can be evaluative but not judgmental. The content of the speech should be balanced, and the delivery should be free from emotional overtones. 8. Involves audience: A good speech is one which ensures participation from the audience. That means the audience will ensure their attention through effective listening, expressing their solidarity with the speech and so on. 7.2.2 LISTENING During conversations, we hear people saying “first listen to me and then tell me what you want to say”. Teachers demand students to listen to their lectures in class rooms. Here they expect the students to activate their ear, hear to what is said, and know the meaning of what is said. From this, we understand that listening is something which requires attention. Listening vs Hearing If listening is the act of hearing with attention, then what is hearing? CU IDOL SELF LEARNING MATERIAL (SLM)
186 Professional Business Communication-I Hearing is simply the act of perceiving sound by the ear. If you are not deaf, hearing happens naturally. It is an involuntary process. It starts with noise, vibrations, the movement of fluid in the ears and sound sent to the brain. Listening is more than just hearing. It is a voluntary act where you try to make sense out of the sound you hear. It is a process by which what is said by speaker is received and understood. It involves understanding of the meaning behind the sounds. The two activities hearing and listening involve the use of ears, but they are different. Someone rightly said, “Hearing is through ears, but listening is through the mind.” Hearing is the physical ability, while listening is a skill. Hearing is when you experience the sound waves and noise by ears, but listening is when you receive the sound waves and understand it by paying full attention to the words and sentences of the speaker. Hearing involves receiving and perceiving. Listening involves interpreting and understanding. Types of Listening If we observe, people in the audience in a conference hall, we find different types of listeners. There will be active listeners who take notes while hearing, absent minded listeners who will be looking at the speaker or a distant object with blank eyes, indifferent listener who will be engaged in small talk with persons sitting nearby and sleepy listeners who will be dozing off and waking up. Writers have classified listening into several ways. Basically we can identify them as positive and negative ones. The positive ones will lead to understanding and the negative ones may result in partial understanding. Table 7.1 identifies the two different types of listening. Table 7.1: Listening Types Category Types Positive Active listening, Appreciative listening, Discriminative listening, Deep listening, Empathetic listening, Sympathetic listening, Critical/evaluative listening, Reflective listening, Emotional listening and Therapeutic listening. Negative Psuedo/fake listening, spasmodic listening, inactive listening, Biased listening, selective listening, To be an effective listener, you must practice active listening. CU IDOL SELF LEARNING MATERIAL (SLM)
Oral Business Communication 187 Tips to be an Active Listener You can follow the given tips and make listening effective. 1. Decide to listen: Listening is a choice. In business situations, you may have to listen to your boss, peers or customers. In such cases, listening is important. You make a resolve to listen attentively and do the following to support the decision: (a) Stop talking and start listening. (b) Focus your attention by clearing away all distractions. Choose a place where distractions like physical, visual and auditory are not present. If there are any such distractions, remove them. 2. Keep an open mind: Keep your mind open. Clear away all preconceived notions, so that you can create space in your mind for different views. Keep away biases, prejudices. Let go of your own personal agenda. To truly hear someone, you need to let go of your own agenda, and prejudices. In addition, try not to focus on the speaker's accent or speech mannerisms to the point where they become distractions. 3. Face the speaker and maintain eye contact: If the listener were your child you might demand, “Look at me when I'm talking to you,” but that’s not the sort of thing we say to a colleague or customer. Eye contact is considered a basic ingredient of effective communication. Put aside papers, books, the phone and other distractions. Look at your speaker, even if they don't look at you. Shyness, uncertainty, shame, guilt, or other emotions, along with cultural taboos, can inhibit eye contact in some people. 4. Be attentive, but relaxed: Some speak for a long time. Some speak slowly taking time to find the right words. You should have energy and patience. You should give your time for them to think and complete their message. Occasionally, you can look away. But the important thing is to be attentive. Relax to recoup energy. 5. Manage your own emotions and reactions: Maintain your calm and listen without judging the other person. If you dislike what the speaker says, don’t say to yourself, “Well, that was a stupid move.” If you indulge in such judgmental bemusements, you’ve CU IDOL SELF LEARNING MATERIAL (SLM)
188 Professional Business Communication-I lost your effectiveness as a listener. Control all your emotions. Getting defensive and angry makes it difficult to listen the things she tells you. 6. Don't interrupt, wait for the speaker to pause to speak: Interrupting sends a variety of messages. It says: “You are less capable than me, you know less than what I know, I do not care for your opinion, I do not have time to listen to your views, I am going to win by giving better points of view than you are.” Wait for the speaker to pause and then draw his attention to what you wish to say. Say something like, “Excuse me, I didn't understand what you just said about.” 7. Give feedback but don’t impose your “solutions”: Active listener pays attention to the speaker and maintains a clear focus on what the speaker says and responds through verbal and nonverbal feedback. Feedback encourages speakers. Your feedback will give speaker time to think and relax. Also it reinforces his confidence. The verbal responses include words like “I see” or “Yes” and nonverbal signs include eye contact, nodding of head, or sounds like ‘Mmm hmm’. The other ways of indicating interest or understanding are: Repeating, Paraphrasing and Reflecting. z Repeating: Repeating the message using exactly the same words used by speaker z Paraphrasing: It involves two stages - (i) Thinking and reasoning the message and (ii) Rendering the message using similar words and similar phrase arrangement to the one used by the speaker. z Reflecting: It involves two stages - (i) Thinking and reasoning the message and (ii) Rendering the message using your own words and sentence structure. Ask questions only to ensure understanding and not to display your intelligence. When you notice that your question has led the speaker astray, take responsibility for getting the conversation back on track. Unless asked by the speaker, do not offer solutions to the problems raised during the talk. Ask, “Would you like to hear my ideas?” Most of the speakers raise questions to show their intelligence, rather than involve listeners. So be cautious and courteous. CU IDOL SELF LEARNING MATERIAL (SLM)
Oral Business Communication 189 8. Empathize with the speaker: We generally tend to be judgemental. We may critically observe a speaker for many things like appearance, way of talking and stage manners. However, if we empathise and concentrate on what the speaker is saying, we may begin to get the message and may even get interested. Try to put yourself in the other person’s place. Allow yourself to feel what it is like to be the speaker at that moment. Look at every issue from the speaker’s point of view. Connect with the person by sharing a similar experience. Refrain from argumentation and criticism. Arguments are good as long as they are rational. Sometimes, both the speaker and listener may become defensive and angry. Encourage discussion; avoid arguments. 9. Listen to the whole message: Aim at understanding the whole message. A common bad habit in us is we hear what we expect to hear, and then get ready to raise questions, when the speaker has stopped. First, you create a mental model of the information based on the topic title and introduction. When listening for long stretches, concentrate on, and remember, key words and phrases. Arrange them in a pattern to fit into the mental model or reframe the mode. Finally, concentrate on what is being said, even if it bores you. Make a note of them and connect them with the parts of the model, you have already built. 10. Use comprehension skills: This is primary requisite for effective listening. Your comprehension skills include the following abilities. z Ability to understand wide range of words: Enrich your vocabulary. If you are a student, read the relevant books and learn the difficult words. Listen to the lectures of your teachers and enrich your vocabulary. z Ability to follow the accent: If you are expected to listen speeches of English speaking foreigners, you may face the problems in following their accent. Listen to news in radio and TV. Attend an accent training programme. z Capitalize on lag time: This difference between the speech rate and comprehension rate indicates that we are using only 25% of our mental capacity. It is because of this CU IDOL SELF LEARNING MATERIAL (SLM)
190 Professional Business Communication-I unutilized capacity, our mind wanders. Control the mind to focus on the speaker and his message. Use this extra time , to reflect on the contents of the message. z Improve your perception capabilities: Have an understanding of your perceptual blocks and try to know the difference in your perceptions and those of speaker. Look at the message with an open mind, with intent to learn and not to criticize. Now your receiving, and interpreting skills will become quick and efficient. 7.3. Communicating Effectively in Meetings Business meetings are an integral part of working life. They are used to develop ideas, exchange concerns, present information and make decisions. Sometimes, meetings tend to go off track, dragging on unnecessarily. It is important to follow the agenda and make discussions objectively and purposefully. Here are 9 ways to use your communication skills effectively to make meetings effective . 1. Be on time: Punctuality is very important. Not sticking to the allocated time schedule in a meeting also shows a lack of respect for other people’s time. Be aware of the message that you are sending. 2. Stay on topic: To steer the discussion in right direction, it is important to have an agenda. It should be prepared and sent to attendees in advance. If an item comes up for discussion that is not on the agenda make a note to discuss it after all the items are discussed. 3. Choose proper words: Be mindful when choosing your words and avoid language that makes assumptions or discriminates. 4. Watch your body language: Body language is just as important as verbal communication. It provides clues to your attitude and state of mind – be conscious of the message that you’re sending with your body language. 5. Don’t talk over others: If two people talk at the same time, odds are neither one is being heard. As excitement (or tension) rises in the room, people tend to talk over each other. This is extremely unproductive. If you are interrupted, refrain from trying to snub the CU IDOL SELF LEARNING MATERIAL (SLM)
Oral Business Communication 191 other person. Let them finish their points, and make sure to address them afterwards. If they try to interrupt you again, respectfully tell them to let you finish before they respond. 6. Listen actively: When you are not speaking make sure that you are practising good listening skills. Communication is a two-way process. Actively listening to your colleagues can help you to better understand and communicate with them. 7. Avoid distractions: Following the agenda and staying within the time frame of each action point will help you to stay focused. Have water at hand to remain hydrated and put your phone away to avoid external distractions. 8. Use stories and crack jokes to remove boredom: Business meetings, especially long ones, can get very dull very quickly. Sometimes, the content being discussed is serious. When you sense things, start to go dry, try to use humor to diffuse tensions. 9. Always summarize and repeat key points: People often underestimate how well their points are received. To be honest, people are generally bad listeners. While you can’t make them “listen better” you can take it upon yourself to hammer home your key points. After you’ve delivered your message, summarize and reiterate your key points. It will help both you, and the audience retain what has been said. Good meetings require good participants and good leaders. All attendees should be prepared and ready to communicate effectively in order to make the meeting as productive and constructive as possible. 7.4. Meeting the Challenge of Formal Speaking Making a speech is not a scary thing to do. All you need is willingness, confidence and good preparation. The best speeches include a clear, relevant message and a few interesting stories. The late Steve Jobs’ commencement address in 2005 at Stanford University is on YouTube and many watch it even today. The viewers (and readers) are hooked to the message, “Stay hungry, stay foolish” due to the ideas and three supportive stories. CU IDOL SELF LEARNING MATERIAL (SLM)
192 Professional Business Communication-I 1. Speaking is a performance: Speaking is not mere delivering of words. It is more than that. It’s inflection, gestures, tension, resolution and suspense. A kind of dramatization is necessary to make articulation more interesting. 2. Organize your thoughts into a structure: Arrange your thoughts into three parts - opening, a body, and a close. Add two or three illustrations and stories. 3. Develop a good opening: The main purpose of a speaker is grabbing and maintaining the attention of audience from the beginning to the end. Start your speech with a staggering statistic, a nagging question, an interesting declaration, or a memorable quote to draw people in. 4. Establish your credibility: Highlight your background and expertise. Use a personal story that reveals your experience and expertise. 5. Use the power of eye contact: Maintain eye contact with audience. It makes a person feel personally engaged in your speech. 6. Exude confidence: Stand up straight and keep your shoulders back. Wear clothes that make you look confident and hide your nervousness. 7. Deliver content: It is important to know about audience and their expectations. Based on the understanding, tailor make your content and deliver it. Use simple words, and short sentences. Your speech should be audience oriented from the beginning to the end. 8. Tell compelling stories: Narrate stories that support the content and hold the attention of audience. Instead of loading folks up with information, tell story here and there to help audience relax and remember the points. 9. Vary your cadence: Vary your tone, pitch and speed. If you maintain monotone, audience will be lulled to sleep. Speak at high pitch when highlighting facts. Speak slowly and at a steady pace, especially when explaining complex issues. Build pauses into your speech. Say, “think about that for a moment or think about its uses, before proceeding to the next issue” to give pauses. 10. Close with an impact: Before you close your speech, signal the end. You may say one of the following phrases: Before I close…, Let’s wrap the message up…In conclusion…. CU IDOL SELF LEARNING MATERIAL (SLM)
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