Vinay Sharma

Honest Communication Is Built On

Truth and Integrity
&
On Respect For One Another

B E Mays
THE COMMUNICATION MODE
 The Linear Mode

MESSAGE
ENCODER Channel DECODER
 Encoder/sender
 Channel
 Message
 Decoder/receiver
 Noise
 Encoder: the person who creates and sends the message.

 Message: the stimulus that produces meaning.

 Channel: the medium through which the message is

transmitted.

 Decoder: the person who receives and interprets the

message.

 Noise: interference with the transmission and reception of a

message; it can affect any of the four components of linear
communication.
 Physical

 Physiological

 Psychological

 Semantic
Physical noise is external to the speaker and listener. It
includes things such as the sounds of road construction
outside your window that make it difficult to hear what is
being said.
Psychological noise is mental interference that prevents
you from listening.

If your mind is wandering when someone is speaking to

you, the noise in your head is preventing communication.
Physiological noise is any physiological issue that
interferes with communication.

For example, if you have a migraine, it may be difficult to

speak to others or listen to them when they speak to you.
Semantic noise occurs when there is no shared meaning
in a communication.

This often occurs when someone is dealing with medical

professionals, lawyers, scientists or others who use
terminology that lay people may not understand.
 The Interactive Mode

F MESSAGE F
ENCODER DECODER I
I
E E
L CHANNEL L
D D
DECODER FEEDBACK
ENCODER
 Encoder/sender with fields of experience
 Channel
 Message
 Decoder/receiver with fields of experience
 Feedback
 Noise
 Encoder: the person who creates and sends the message

 Message: the stimulus that produces meaning

 Channel: the medium through which the message is

transmitted

 Decoder: the person who receives and interprets the message

 Feedback: the decoder’s response to message and encoder

 Fields of experience: body of personal experiences that both

the encoder and the decoder have

 Noise: interference with the transmission and reception of a

message
 The Transactional Mode

CONTENT DIMENSION

F ENCODER ENCODER – F
I – DECODER Channel DECODER I
E SENDS and SENDS and E
MESSAGE
L RECEIVES RECEIVES L
Channel
D MESSAGE MESSAGE D

RELATIONSHIP DIMENSION
 Encoder—decoder with fields of experience
 Channel
 Message
 Encoder—decoder with fields of Experience
 Feedback
 Content dimension
 Relationship dimension
 Noise
 Interactive mode of communication advances
our understanding of communication

 Interactive mode doesn’t give us the

complete picture of what’s happening when
we communicate.

 Transactional model of communication is

much more detailed and nuanced, connects
people and creates relationships.
 PRINCIPLES
OF
BUSINESS COMMUNICATION
Ravage Flaunt

Extort Foist

Jeopardize Flail

Subvert Rail

Raze Vitiate
Abstract Concrete

Often 9 times out of 10

Soon 10 AM tomorrow

Hot 40 degrees Celsius

Good student 3.25 GPA (4.0=A)

Weak Strong

Requested Ordered

Situation Problem

Invoice Bill

A market survey will be in A market

order survey must
be conducted
 Negative words

Sorry Error

Blame Bad

Cannot Delayed

Impossible Unfortunate

Mistake Complaint
These words trigger negative emotional feelings
It goes without saying Below the belt

Adding salt to the wound You know

Strike when the iron is hot Turn over a new leaf

The bottom line By leaps and bounds

A Number 1 Really

Actually Basically
Duly Aforementioned

Attached herewith Enclosed please find

Contents duly noted As per

In closing Perusal

Esteemed Enclosed herewith

Beg to state As stated above

Comment on this sentence:

The workers were informed that the winter work schedule

would be changed from last year and the winter payroll
dates would conform to the new winter schedule.
The effective sentence will communicate ONE IDEA.

The workers were informed that the winter work schedule

would be changed from last year.

The winter payroll dates would conform to the new winter

schedule.
Wordy Concise

In the near future, we will We will meet to

meet to confer and establish establish our goals
our goals and aims soon

The accountant is in the The accountant is

process of reviewing the reviewing the reports
reports
Passive Active

Applications for the job A committee will

will be reviewed by a review applications
committee for the job
__________________________________________
Use passive voice when the doer of the action is
unimportant or when the negative or unpleasant
ideas are de-emphasized

Your order was shipped Arun shipped your

late order late
a. Length: Short sentences emphasize, long sentences
de – emphasize

All of us know that effort will bring success if we are

persistent.

Effort will bring success.

b. Location: Beginnings and endings emphasize, middles
de - emphasize

Jamshed received a promotion

Jamshed received a promotion from assistant manager to

Manager

Outstanding performance resulted in promotion for

Jamshed
c. Repeat key words: Emphasize ideas by repeating key words

The laptop I purchased from you is defective; please replace

the defective laptop

Anil who graduates with honours, graduates in June

d. Be specific: Specific words emphasize, general words
de- emphasize

Specific: The employee suffered from severe heart problems,

arthritis, and diabetes

General: The employee was in poor health

e. Use format: Emphasize ideas with punctuation and listings

Abhinav Bindra - an Olympic winner - has agreed to be the

chief guest at our annual Sports Day
➢ Use short paragraphs. They are easier to understand

➢ Paragraphs should average four to five lines in letters

➢ In reports, paragraphs should average six to seven lines

➢ Short opening and closing paragraphs are more inviting

to the reader
Unity :

• All sentences in the paragraph relate to one topic

• Cover the topic adequately

• If paragraph becomes too long, divide it into two parts

Direct plan :

✓ Main idea is presented in the first sentence

✓ Details follow in the succeeding sentences

Indirect plan:

✓ Details are presented first

✓ Main idea is presented later in the paragraph

Content determines which plan :

✓ Present good or neutral news using the direct plan

✓ Present bad news or persuasion using the indirect plan

Direct plan :

Most CEOs rate business communication as the most

important skill a manager can possess. A recent survey of
business executives showed that 80 percent of the respondents
thought that business communication was a manager’s
most important skill.
Indirect plan :

You are a valuable employee to the manufacturing division.

You are the only employee with a high level of expertise in
statistical quality control. While I cannot approve your request
for transfer to the marketing division at this time, it may be
possible to do so soon.
✓ Length

✓ Location

✓ Repeating

✓ Telling

✓ Format
✓ Use transitional words (in addition, furthermore, also at the
beginning of the second sentence)

✓ Other examples:

Contrasts = Nevertheless, However, But, by contrast

Examples = For example To illustrate, For instance
Emphasis = Most importantly, primarily, particularly
Conclusions = As a result, Consequently, Therefore
Exclusions = Except for, All except, Except, Except that
Additions = Similarly, Moreover, As well as
Choose simple words for:

1. Abdicate

2. Gesticulate

3. Oscillate
Choose concrete words for these abstract words:

1. Holiday

2. Automobile

3. Bird
Replace these weak words with strong words:

1. Decline

2. Ask

3. Resist
Shorten the following sentences by limiting
content and omitting unnecessary words:

1. Be really sure to bring all of your applicable

reports to the place where we are holding the
meeting of the committee.

2. I was very, very happy about the great decision

to go ahead and start right away with the
project.
Use the direct plan and indicate the most logical
order of these sentences:

1. The facts in your request clearly supported

your position.
2. Your request to attend the conference is
approved.
3. Report these expenses to me when you
return.
4. Please keep a careful record of your travel
expenses.
Convert the following sentences into active voice:

1. The principles of business communication were

learned by the students.

2. Applications for the job will be viewed by the

committee.
Convert the following into more understandable
sentences:

1. The canine pursued the feline.

2. The altercation commenced following dissension.

3. The economic prognosticator speculated that

recession was imminent.
ELEMENTS OF GOOD WRITTEN
COMMUNICATION
A good writer is like a sculptor!
 A Myth

Many people believe that a special

vocabulary is needed to write a business
letter.
 A Fact

The language of business is the same as

that of everyday English.

WRITING BUSINESS LETTERS
Remember ABC
1 2 3
• Check • Short • Plain
Accurate

Brief

Clear
facts • Simple • Easy
• Include • Avoid • Natural
details jargon
• Proof- • Active
read voice
 The Four Point Plan
• Why are you • Give
writing? information or
• Refer to instructions
previous • Logical flow
document
Introduction Details

Response or
Close
Action
• Action the
reader should
take
• A one liner

• Action you
will take
______
______
______

Headline

Dear Sir A Appropriate

C Concise
_______________________________ E Exact

________________________________________________________

________________________________________________________

________________________________________________________

________________________________________________________

Yours faithfully

Enclosures

Copy
• The following details on the continuation sheet are
necessary for reference:

Page number

Date

Name of addressee

Do not write cont’d or continued

A continuation page should contain at least 3 – 4 lines
Do not leave one line of a paragraph either at the bottom
of the previous page or at the top of the next page
Try and start a new page with a new paragraph
25 March 2019 Mr Dr BA eg pm am
25th March, 2019 × Mr. Dr. B.A. e.g. p.m. a.m. ×

Dear Jamshed 9.30 am

Dear Jamshed, × 9.30 a.m. ×

Yours faithfully 1400

Yours faithfully, × 1400 hrs ×

Yours sincerely 1. 2. 3.
Yours sincerely, × 12 3 ×
Mr A P Mathur
Managing Director No full stops
ABC Limited
# 305 Ridgeway No commas
Airport Road at the end of
Hyderabad lines

Dear Manoj No comma

Instead of Say

Please be advised that Our next meeting

our next meeting will will be held on
be held on Tuesday Tuesday 6 August.
6 August.

Kindly be informed The fire drill will

that the fire drill will be held at 8 am
be held at 8 am tomorrow
tomorrow.
Instead of Say

I should be very Please

grateful (never kindly)
Passive voice creates a distance between the
Writer and reader.

Business writing uses active voice which is more

focused.
Instead of Say

The cause of your I have looked into

complaint has been the matter
Investigated

The seminar will be Z Ahmed will conduct

conducted by Z Ahmed the seminar
Instead of Say

Kindly furnish us with Please let us have

this information soon this information soon

Should you require any Please call 22333333

further information, if you have any
please do not hesitate questions.
to contact me.
Instead of Say

As per our telecon.. It was nice to speak

to you today

Your email of today Thanks for your email.

morning refers to…
In the 21st century, businesses depend
more and more on persuasion.
 Why am
I writing

What What
should should
they
Reader they
do? know?

What
should
they
feel?
• For direct requests use the request, the topic,
or a question:

Subject: Request for updated software

Subject: Status of Account #5543-05

Subject: Do We Require an Additional Training

Session Next Month?
• For problem solving messages, use directed
subject line or a reader benefit:

Subject: A Proposal to Change the Policy on

Flexitime

Subject: Reducing Energy Costs in the Delhi

Office
Use direct request pattern for quick agreement to save
the reader’s time:

Ask for information or service

required

Provide all information and

details

Request for action

Use indirect approach and problem solving pattern when
resistance is expected from the reader:

1. Describe the shared problem 4. Show negative elements are

without assigning blame outweighed by the advantages

2. Provide details of the problem 5. Summarize the benefits of

the solution

3. Explain the solution to the 6. Request for action

problem
An indirect model AIDA organizes information in four
Phases:

Attention: Encourage the reader

to hear your case

Interest: Provide details on how

the solution will benefit the reader

Desire: Show the benefit by

answering objections

Action: Suggest specific action

with a dead line if applicable
1 Pressurizing to make decisions

2 Resisting compromise

3 Dry logic

4 Obtaining a “yes” in one step

Complaints
No matter how good the intentions are,
there are bound to be occasions when it is
necessary to deal with a complaint,
or even make one.
• Introduction: If possible begin with a positive, describe
the incident

• Details : Structure logically : what when wrong

• Action : State what should be done to rectify the

situation

• Close : A simple one liner asking for a prompt

reply
Memos
1. Within office/organization to communicate
1. Routine matters

2. Less formal in tone

3. No formal elements such as salutation,

greetings

4. Begins straight with the subject

From: Subject:

To: Date:
To:

From:

Subject:

Date:

Cc:

Sign
Every Saturday morning, all department Heads

in the office must meet and report on the weekly

progress of work. All reports must be submitted

by the afternoon.
1. Shows distrust

2. Vaguely worded

3. No specifics
1. Provides information

I attended the meeting and the following points

were discussed.
2. Issue instructions

The staff members are requested to attend

the orientation program at 11 am on Thursday,

next week.
3.3. Convey policy decisions:

The Management has decided to pay one day’s

salary for working on Saturdays.

4. Offer suggestions:

I suggest Department meetings must be held

weekly.
5. Record/report an agreement:

During the meeting held on 1st July, it was

decided that we buy ten laptops.

Concise: Make your sentences, paragraph, and
overall memo as brief and as focused as possible.

Clear: Get your purpose straight before you start, then

plan what you want to say and in what order. Use your
memo layout to help your reader (headings, bulleted lists,
white space, as appropriate).
Direct: Speak directly to your reader, as you would in
person or on the phone. Do not pad your ideas with
unnecessary details. Think of what questions your
reader wants answered, and then answer them.

Clean: Reread, revise, copy, edit, and proofread.

Subject Line: Summarizes the main idea; think of it as
being preceded by the words “This memo is about.”

Introductory paragraph: Quickly orients the reader

to what the memo is about.

Give your purpose for writing.

Supply any relevant background information.

Identify any task the memo is related to.

Body: Conveys the information and supporting details
relevant to the memo's purpose.

Keep paragraphs short and focused; one main idea

per paragraph.

Keep sentences tight and informative.

Use bullets to list information.

Close: End courteously (think of a phone call or
face-to-face meeting), stating any expected outcome,
action, or other information appropriate to your purpose.

For example:

“Please send me your comments and suggestions by

August 6.”

"Let's meet next week to go over the next stage in the plan."
 PURPOSE, AUDIENCE,
ORGANIZATION AND TONE
 Audience: Who are you writing to?

 Purpose: Why are you writing?

 Organization: What will the finished piece of

writing look like?
 Determining the audience helps to adopt
what style (formal or informal) the writing
should take

 Understand the level of detail and information

the finished piece of writing should contain
 Who will be reading this piece of writing?

 Is a formal or informal style more appropriate

for this audience?

 What information on this subject does this

audience need?

 How much information does this audience

already know?
 Determining the purpose will help keep you
focused as you write. The main purposes of
writing are to inform, persuade, and
entertain.
 What do you want the audience to know when
you are done?

 What do you want the audience to believe or

agree with?

 What action do you want the audience to

take?
 At times determined by the assignment.

 Decide what will best accomplish your

purpose for your particular audience.
 Is there a model or format to follow?

 Would formal or informal writing be more

appropriate for the audience and purpose?

 How can you best organize information to

have the greatest impact the audience?
 Tone in writing can be defined as attitude or
emotion toward the subject and the reader.
 The tone for most business writing—
including business letters, memos, reports,
instructional documentation, and so forth—
should be fairly formal.

 No matter the subject or the circumstances,

you should be positive in your writing, even if
the information is negative.