Module 2

Communication Skills
Meaning
Communication skills are those skills which are needed to speak and write properly. A person
who is able to speak appropriately whilst maintaining eye contact with the audience, uses
varied vocabulary and articulate speech to suit the need of the audience is generally said to be
an effective speaker.
Communication skills are those skills which are needed to speak and write properly. A person
who is able to speak appropriately whilst maintaining eye contact with the audience, uses
varied vocabulary and articulate speech to suit the need of the audience is generally said to be
an effective speaker. Similarly, an effective writer should be able to use written words in
various styles and techniques to communicate his/her message and ideas to the readers. One
should have the ability to listen carefully and write and speak clearly in any situation.
Therefore good reading, writing, speaking and listening skills are essential for effective
communication. Importance of communication Your ability to communicate clearly and
share thoughts, feelings and ideas will help you in all your relationships. For example, you
can inform about something or you can also influence others through communication.
Communication skills are needed to:
• Inform: You may be required to give facts or information to someone. For example,
communicating the timetable of an exam to a friend.
• Influence: You may be required to influence or change someone in an indirect but usually
important way. For example, negotiating with a shopkeeper to reduce the price or helping a
friend to overcome stress due to exam or any other reason.

Process of Communication
Communication is a two way process in which the exchange of ideas links the sender and the
receiver towards a mutually accepted direction. The transmission of the sender’s ideas to the
receiver and the receiver’s feedback or reaction to the sender constitutes the communication
process. In order to Notes understand the proper and effective communication, both the
sender and the receiver have to function in a common atmosphere or in other words, we can
say that there should be two parties for communication-one is sender and other is always
receiver. The sender must have his/her ideas, thoughts, emotions which he/she can convey to
the receiver by any medium of expression which is called a channel.
The process of communication can be understood by the given steps:
1. Sender: The process of communication starts with a sender, the person who has an idea and
wants to convey it to the receiver. In other words, we can say that the person with ideas to
share is called sender. So communication process begins with the sender.
2. Encoding: The conversion of the idea into message by verbal or nonverbal method is called
encoding. While encoding a message, one needs to consider what will be interpretation of the
message. This process of converting the thought of the sender into message is encoding.
3. Message: It is an important part of communication. Message is the content that sender
wants to convey. A message could be verbal or non-verbal. The thought, idea, emotion or
anything that the sender wants to convey is called message.
4. Channel: The way or the medium of sending the message is called channel. The choice of
the medium is influenced by the inter relationship between sender and receiver. It also
depends upon the urgency of the message. Medium or channel can be oral, written or it can
be non verbal.
5. Receiver: The receiver is the person who notices or attaches meaning to the conveyed
message. In the best way, if it reaches to the receiver then there is no problem to the receiver
to understand the message properly. In other words, we can say that the receiver is the other
party who receives the message of the sender.
6. Decoding: It is a process where the received message is converted into understanding. It is
not necessary that the message reached to receiver will be understood by the receiver, but
decoding is a process which converts the message into understanding. There are chances of
misinterpretation of the message.
7. Feedback: This is the last part of communication process. After receiving the message, the
receiver reacts or responds to the sender. The response can be based on the perfect
understanding of the message or it can be based on the misunderstanding or misinterpretation
of the message. This reply from receiver to sender is called feedback. Feedback has its own
importance as the success or failure of communication is decided by feedback only.

The process of communication begins with idea, which refers to the formation of the idea or
selection of a message to be communicated by the sender. The scope of the idea is generally
determined by the sender‟s knowledge, experience and ability. Encoding is the next step in
communication. It is the process of changing the information into some form of logical and
coded message. It means the selection of language, medium of communication and formation
of communication.
Transmission refers to the flow of message over the chosen channel. It confirms the medium
selected for encoding and keeps the communication channel free from interference or noise
so that the message can reach the receiver without any disturbance. Decoding is the process
of converting a message into thoughts by translating it. It involves the message, which will
become his/her idea sent by the sender and on the basis of this idea; the receiver can give
reply that is known as feedback. So feedback is an important and last part of communication
process.
Types
1. Horizontal
Horizontal communication, also called lateral communication is the practice of sharing
information between employees, departments and units within the same level of an
organization.
When using this method, businesses aim to improve cooperation and problem-
solving by encouraging the flow of messages from people at the same level. Therefore,
when the company grows, horizontal communication provides a feeling of unity with a
team that works towards the same goals.
Here is an example of how horizontal communication between managers:

Moreover, this type of communication is effective because it allows employees from

different departments to work together in a synchronized work environment in order to
solve issues and increase productivity.

Advantages

Improving horizontal communication is a trend in business today due to the number

of advantages this method offers. With horizontal communication, businesses can:

 Coordinate activities
 Improve problem-solving
 Decrease misunderstandings
 Promote teamwork
 Increase job satisfaction
 Empower employees

Disadvantages
However, there are a few disadvantages to using horizontal communication that you
should consider before implementing it in your workplace. This method can:
  be difficult to maintain control
 be time-consuming
 create conflict between employees
 create a lack of discipline

2. Vertical
Vertical communication is a business communication strategy in which information, tasks,
and requests move upward and downward between senior management and lower-level
employees. Vertical communication follows a strict chain of command and offers
employees at all different levels a straightforward communication process.
Advantages of Vertical Communication
Without communicating with superiors and subordinates, no organization runs a single
day. Communication between the upper level and the lower level employee is very much
essential for organization. Some advantages of vertical communication system are as
follows:

 Conveying message of subordinate: Through upward direction of vertical

communication system, the upper-level management covey their suggestions,
complains and recommendations to the subordinates.
 Maintains good labor-management relations: There is a systematic flow of
information under his communication system, so a good relationship can be developed
between superiors and subordinates.
 Maintains organizational discipline: There is a chain of command in vertical
communication system. So, a sense of discipline may be developed among the
employees.
 Explaining policies and plan: Through vertical communication system, upper-level
management can send the policies and procedures to the subordinates.
 Effective decision making: Superiors needed various information to take decision
making in the organization. With the help of vertical communications, superiors collect
information from subordinates.
 Help in decentralizations: Duties and responsibilities can be delegated among
departments thorough vertical communication.
 Avoid by-passing: Under this communication system superior and subordinates
exchange message directly. So there is no chance to by-passing.
 Maintains chain of command: proper chain of commands is easily maintained
through vertical communication system.
 Assigning jobs and evaluating performance: Vertical communication facilitates job
assignment and job evaluation of the employees.
 Increase efficiency: Necessary instructions are sent to subordinates and they perform
their duties and responsibilities accordingly that is help to increase efficiency both
superior and subordinate.

Disadvantages of Vertical Communication

In spite of having many advantages vertical communication, there are some disadvantages
which are given below:
 Delay process: Vertical communication system is a delay process. It maintains long
chain of command in large organization to exchange information.
 Disturbing discipline: In this communication, if the boss’s role of direction is seen by
doubtful eyes by the subordinates, the chain of command and discipline may be
broken.
 Efficiency reduces: Downward direction of vertical communication is commanding in
nature. So, there is no opportunity of the workers to become efficient.
 Loss or Distortion of information: Information may be fabricated by the employees
to maintain lengthy channel. So, through his communication information may lose its
originality.
 Reduces relationships: By this communication system relationship between superior
and sub-ordinate may be reduced due to inability and inefficiency.
 Slowness system: Vertical communication is the slowest communication method
because it requires passing through the various levels of an organization. For this, it
may become ineffective.
 Negligence of superiors: In this communication, superiors can neglect to send
messages to their subordinates.

3. Oral
Oral communication is the exchange of information and ideas through spoken word. It
can be directly in person in a face-to-face interaction or through an electronic device
such as a phone, video platform or radio. The most effective way for businesses to
transmit information verbally is through oral communication, such as a staff meeting,
webinar and workshop.
Advantages of oral communication
 Less chance of any misunderstanding
 Allows for easy, clear vernacular
 Face to face communications promotes better understanding, patience and
productivity.
 Promotes discussion and encourages streamlined banter

Types of oral communication

 One-on-one conversations - Conversation between two friends, employees or with
one’s manager. This could be personal, professional or just sharing motivational quotes
between each other.

 Meetings - Decision-making meetings and information-sharing meetings,

often applicable to business meetings.
 Group discussions: Book club gathering, small group project.
 Speeches - Political debate, motivational speech.
 Presentations - Teaching students in a classroom, instructional
presentation or elevator pitch.
 Electronic - Talking over the phone, listening to a show on the radio.

4. Written
Written communication is the exchange of information, ideas, or messages through
written language in the form of letters, emails, notes, and more.
 The content: what is written.
 The style: the way it is written.
 The structure: the way the content is explained and how clear it is for the reader.
Now you can have a look at the particular skills that can directly affect these elements and
therefore improve your writing skills:

 The content: your content should, of course, be interesting and enjoyable to read.
 One way to improve your content is to train your creativity skills.

 The style: your writing style is something you will learn with practice.
=> One effective way to improve your style is to ensure you are not making grammar and
punctuation mistakes.

Written communication is a very important aspect of human interaction for several reasons:

 It provides a permanent and tangible record of information that can be referred to and
used at any time.
 In business, written documents serve as legally binding agreements and provide
clarity and security in transactions.
 It plays a vital role in conveying ideas, sharing knowledge, and transmitting
information across vast distances and diverse audiences. Without written
communication, much of our history, culture, and scientific discoveries would be lost
or forgotten.

5. Email etiquettes
Email etiquette refers to the set of rules and principles governing the proper conduct of
email communication. It involves using appropriate language, tone, and format to convey
a message effectively and professionally.

Email etiquette helps guide a person's behavior so they can communicate in an effective,
respectful, and polite manner. This increases the intention of the message, which is
sometimes murky as other nonverbal communication aspects are sometimes lost through
electronic communication.
There are 17 business email etiquette rules and tips to improve email communication:

1. Use a clear subject line

It is the first thing people see in their email inbox. Most times, people click emails based on
subject lines.

If you are using email for direct marketing purposes, you should invest enough time
brainstorming subject lines before sending emails for each campaign.

If you communicate with businesses or colleagues, use a clear subject line addressing the
issue or topic. It will help your email get noticed quickly and not be lost in their email inbox.

2. Use simple & professional greetings

Do not start your email with “Hey buddy” or “Hi there”! That’s the worst way to start a work
email. Be careful using casual words; you must use formal words to address the sender. You
do not want to offend your potential client, do you?

Make sure you know your senders and always use professional salutations.

3. Careful with humor

We all need humor in our life, but not in a work email. Email is all about words without
facial expressions and if it is not aligned with your brand’s tone, your humor in email can be
lost in translations.

Not everyone will receive your humor the same as you. You may find something funny, but
the receiver may find it rude, insulting, and embarrassing. Leave out the humor in your
emails if you don’t know the sender personally.

4. Don’t overuse exclamation points

Do you shout every time you talk to colleagues face to face when you are excited?

No, you don’t!

Then why overuse exclamation points in every sentence? It will only make you look childish
and immature. Do not overuse it in your emails; keep it simple. Only use exclamation where
it is needed.

5. Use standard fonts

Use simple and well-sized fonts for business communications to make your email look more
professional.

Every font and design has its place. Use standard fonts like sans serif in your emails, such as
Arial, Times new roman, Calibri, and Helvetica. Keep the font size 11-12 points, and use
black color. Keep it as simple as possible.
You can use text highlighting to highlight important parts of your email, but keep bolding,
italics, and underlining at a minimum. Overusing these can make your email feel more
chaotic. We want to make email easier to read for others.

6. Use a formal tone

Hearing the same word face to face over reading it in an email can be different based on
who’s reading it. Your tone of voice can be misinterpreted in emails. While you may think
you are straightforward with your words, others could find it very insulting.

Always read out your emails aloud before sending them. You will immediately know the
difference. Edit it accordingly, and use positive words like ‘Thank You’ or ‘Please’ where
necessary.

7. Consider Cultural Difference

Email marketing is the cheapest way to reach millions of people. You can start an email list
using easy-to-use email marketing tools (like FluentCRM), make a landing page in a minute,
and start signing up visitors.

But getting a vast amount of email subscribers could raise a new problem. Different country
has different cultures. If you write emails for everyone, it can cause problems due to cultural
differences. Your words can be misinterpreted by others, especially when people can’t see
your body language or facial movement. Customize your email by targeting different
cultures. You can use tags and lists to segment recipients as your need. Different timezone is
also an important factor here; consider this while creating an email campaign.

Segmentation will make your life easier. You can send tailored emails targeting different
ages, gender, country, or even language. Choose your email marketing tool wisely; go for a
tool with a wide range of segmentation features.

8. Proofread before sending

Proofread your emails before hitting the send button. Do not depend on autocorrect and spell
checker. Read one or two times, and check for typos, and sentence order.

Occasional typos are okay, but repeated mistakes will make you look unprofessional.

9. Add the recipient’s address later and always double-check

Accidentally sent an email before finished writing?

Yeah, we all are guilty of that!

Avoid that; add the recipient’s email address after finishing the email and proofreading. It
will save you from embarrassment.

Always double-check it before clicking send. You don’t want to send unwanted emails or
confidential information to the wrong person.
Pro Tip: Use the BCC and CC to add your co-worker or employee if you believe it’s
essential to notify them about it in the future.

10. Use ‘Reply All’ when necessary

Nobody likes unimportant emails sitting in their inbox. Use the “reply-all” button only when
necessary. Not every other department needs to know what you and your team members
discuss.

Pro Tip: Also, use the forward option wisely. Use it when you need to mass email everyone
about company-wide news & information.

11. Avoid your inbox when emotional

Humans can be unpredictable when emotional. There will be many incidents of angry
customers, clients, or vendors’ emails which will make us furious. It is part of the job. You
will be triggered sometimes to reply instantly. Emotions can do that, and it’s okay. But you
should retain from responding or sending an email when emotional.

Once you hit send, you can’t take back your words. And every action has consequences. That
could be a viral news story becoming a PR disaster! Always try to write a reply formally
without emotional attachment. Take a break, go outside and free your mind. Then come back
and write. It always works!

12. Don’t use emojis

Don’t get me wrong. Emojis for casula talk. You can use it in the company slack channel but
not in a professional email. Emojis will make you look immature, and others will not take
you seriously.

Don’t use emojis ever!

Pro Tip: Also, use shorthand in specific uses only. For general uses, always write in detail.

13. Remember to set out-of-office email

Are you going on leave? Or out of network?

Always leave an out-of-office email for your network. These emails are short and on point.
You can schedule this type of email to let everyone know you’ll be unavailable and how they
can reach your colleagues.

14. Be careful with attachments

Always be careful with attachments. Scan your files before sending them. Do not attach large
files to emails. It will eat up spaces in people’s inboxes. Use google drive or dropbox for
large files and then share them in the emails. Make sure you mention the attachment at the
end of your email.

Pro Tip: Always compress files and send them in zip format. It saves inbox space.
15. Use a professional signature

Give your email readers more information about you and your business using a professional
signature. You can use your signature as a high-end CTA, and collect leads and potential
customers using it appropriately.

Do not overuse it with everything. It will look messy. Keep it simple and the same as the rest
of the email.

16. Reply to all email

It is not mandatory to reply to all emails in your inbox. It is hard to reply all at a time.
Prioritize your inbox using filtering options. You can use different categories and tags to
label them to your preference.

Some emails will need your immediate attention. Give other emails a 24 hours break, then
reply. Always reply to your colleagues and clients as soon as possible.

17. Use a professional email address

Want to look more credible in others’ inboxes? Want high open rates?

Use a branded email address.

If you work for a company, always use a company-branded email address. Use your domain-
branded email to contact your customers if you run a business online.

6. Virtual meetings
Virtual communication refers to emails, text messages, webchats, and other forms of
communication that do not happen in-person. Being straightforward and having the
right tone is just as important here as with in-person communication.

A virtual meeting is a business meeting that’s held virtually, where the meeting
participants aren't in the same physical room, but are instead meeting together at the
same time from different locations through the use of technology. Depending on the
needs of the meeting participants, virtual meetings can be set up with audio only or
with audio and video for a more interactive experience.
Virtual meetings, especially those with video, are increasingly preferred by employees as a
primary means of communication. Virtual meetings are shown to improve engagement and
connection between employees, increase flexibility in the workday, and maximize
productivity.

In addition, companies that incorporate virtual meetings benefit in the following ways:
Employees with illnesses stay out of the office
Employees may feel the need to return to work before they fully recover from an illness,
which can put other employees at risk. With virtual meetings, employees can keep up with
work projects without jeopardizing the health of their coworkers.
 Companies minimize travel costs and downtime
With in-person meetings, key stakeholders from different geographic locations must pay for
travel arrangements and lose valuable work time traveling to different cities. Fortunately,
anyone from your company can attend a virtual meeting with just a few mouse clicks.
Employees feel connected and included
Working remotely can leave employees feeling disconnected from their work team and
overlooked by managers. Virtual meetings can help reconnect your team and give employees
an opportunity to collaborate on work projects.

Technology becomes familiar

When working in different offices or conference rooms, you may be working with different
computers, conference systems, or devices in each location. Since employees generally use
their own equipment for virtual meetings, the technology becomes more familiar for
everyone on your team, allowing you to minimize downtime due to technical issues.

7. Delegation
Indeed, delegation is the downward transfer of authority from a superior to a subordinate.
This is important because the superior cannot look after all the processes. Also, this helps him
manage his work, as it is impractical for a specific superior to handle the volume of work all
by himself.

 A hotel manager assigns a veteran employee to train all new employees on the company’s
values and overall approach to customer service. The manager gives the employee discretion
to design the training plan but with the manager’s guidance and support. The manager then
provides support to the employee as the new training program is launched and ensures the
training outcomes are regularly met.

Delegation consists of the following elements.

1. Authority
2. Responsibility
3. Accountability
Let us discuss all these elements one by one.
Authority: One of the essential elements of delegation is authority which is the power to
complete an assigned task. Without authority a subordinate is unable to execute the task
perfectly. In order to complete the task as is expected by the manager, the manager has to
provide authority of executing that task to the subordinate.
Responsibility: Responsibility is another element of delegation which is assigning the
subordinate a task that needs to be executed. When the superior assigns any task to the
subordinate it becomes the obligation of the subordinate to perform that task with
responsibility.
The feeling of responsibility arises from the superior subordinate relationship where a
subordinate is obliged to perform the job as assigned by the superior.
Accountability: Accountability element of delegation refers to the answerability of a
subordinate to his superior for the job or task that is assigned. Accountability flows in an
upward direction, which means the subordinate is accountable to the superior.
Although the subordinate is accountable to the superior, the actual accountability of that task
and its outcome rests with the superior as accountability is not transferred to the subordinate,
it is just imposed till the time the task is completed.
Delegation is important in an organisation due to the following reasons
-1. Delegation of authority allows more time for managers to concentrate on the tasks that are
of higher importance for the organisation. Also, delegation allows for changing of the routine
work which brings a sense of freedom.

2. When authority is delegated by a superior to a subordinate, the subordinate gets to learn

new work which helps in the growth of the employee and provides an opportunity to develop
new skills that can improve the chances of promotion.

3.When superiors delegate any function to the subordinates, it motivates the subordinates as
they feel trusted and appreciated in the organisation. The direct benefit of this is improvement
in employee morale and productivity.

This concludes the topic of Delegation – Elements and Importance, which is an important
topic of Business Studies for Commerce students

1. Delegating builds a culture of trust

One of the most important traits of great leaders is the ability to build a genuine culture of
trust. After all, people want to follow leaders who they feel truly care about their team
members and want to help them grow and develop. The best way to build that trust is to help
your team know that you have confidence in their abilities and that you want them to be
valuable contributors to the company’s overall success.

2. Delegating keeps you from putting too many irons in the proverbial fire
Leaders and managers are driven to succeed, and for this reason, they often take on more
projects than they can handle alone. The fear of failure drives them to avoid delegation for
fear that someone else will not get the job done correctly. When managers are juggling
priorities at the same time, they are more likely to make mistakes. Delegating tasks to the
right individuals is important in this case since it allows managers and leaders to focus on
planning and organizing.

3. Delegating builds engagement among team members

Leaders who fail to delegate adequately often have employees who are afraid to take
initiative or who feel apprehensive about bringing new ideas to the table. When employees
truly feel that their skills and talents are being put to good use, they are engaged and happier
overall.

4. Delegating stimulates creativity and develops skills in your team

Leaders who give their team members the freedom to tackle delegated tasks in their own way
are actually empowering their team and giving them a creative license. These employees
become driven to succeed, not only for themselves and their own futures, but also for the
future of their employer. What’s more, this personal initiative can lead to creativity
breakthroughs, which can benefit everyone involved, and it helps team members build some
very specific skills along the way.

5. Delegating helps leaders achieve a better work-life balance

Especially since the COVID-19 pandemic, many leaders feel overwhelmed by a mounting list
of responsibilities. In some cases, layoffs have thinned out teams, forcing leaders to take on
more tasks that they don’t feel they have time to teach others. Yet when leaders take time to
share responsibilities in a more team-based approach, they free up more time for the tasks
 most important to running an effective team. They also create more space for self-care, which
helps to prevent burnout and keeps leaders motivated and excited about their roles.

6. Delegating creates a positive business culture overall

Consistent delegation helps to boost team morale, improve efficiency and productivity, and
promotes enthusiasm, innovation, and cooperation – all of which are vital to a company’s
bottom line. Delegating can also help reduce turnover rates, minimize safety risks, and supply
the company with a group of highly-qualified employees who are experts at getting the job
done right.

8. Assigning tasks
Task assigning involves defining responsibilities and allocating resources for team members
to complete a project effectively. While workplace leaders can assign tasks to team members
in different departments, managers typically assign tasks to their department's members.
Discovering each team member's strengths, potential, and expertise can help you assign tasks
more successfully. By doing this, you can give people tasks that align with their strengths or
provide a learning opportunity to develop a new skill. Assigning tasks can enhance
productivity and guarantee that you meet project deadlines and previously defined
expectations.

You can follow these steps when assigning tasks to your team members:

1. Set clear goals

It's essential to first establish clear goals before assigning tasks to your team members. With a
defined goal, team members can complete a task successfully. For example, suppose you
want to attract investors to a new product. With this goal, you can assign a team member to
select the presentation venue and instruct a designer to create a captivating banner.

2. Understand your team members

Understanding your team member's strengths and areas of improvement can make assigning
tasks easier. For example, you can organize employees based on their experience, skills, and
uniqueness. This can help you identify each person's value to the team. Consider inquiring
about your team member's interests to determine whether someone might be passionate about
a particular task or project. After understanding each team member's strengths, you can
decide who can complete certain tasks. For example, a team member who played basketball
in school might want to organize the team's health and well-being program.

3. Communicate tasks effectively

Once you're confident of each team member's qualification for their assigned task, you can
communicate the project's specific instructions. Effective communication can provide
encouragement and influence how they perform their tasks. Providing clear instructions can
help team members understand their responsibilities better and meet deadlines. For example,
you can give detailed instructions about the task's duration, project goals, and expectations.

4. Set an achievable deadline

Establishing deadlines can help your team members complete their assigned tasks before the
project's due date. Doing this can keep them engaged and productive. You can also set
multiple team deadlines before the final project deadline to keep team members accountable.
 Consider using a time tracker app and time management techniques. Doing this can help you
understand how everyone works to meet deadlines.
Related: How to Meet the Deadline a Manager or Client Gave You 5. Monitor
the team's progress

You can monitor progress to stay updated on the project's development and offer assistance
to the team. This enables you to maintain communication channels with your team after
informing them of the tasks. As you evaluate the team's project, consider requesting and
providing feedback. For example, you can ask how a team member completed their task and
discuss what you feel they can do differently in the future. Doing this can help improve your
team member's morale, demonstrating that you appreciate their contributions.

6. Use task management tools

Consider using efficient tools to simplify task management and task completion. These tools
can help you manage limited time and implement effective project management techniques.
Consider using the following task management tools to increase efficiency:
 Software applications: Consider using project management software that allows you to
collaborate with your team members, monitor their progress, and prioritize tasks. You can
choose a software program that allows you to communicate directly with your team.
 Calendars: If you have strict deadlines, you can input them in your calendar and regularly
refer to them to help ensure you meet them. To help you remember tasks, you can add
reminder notifications to a digital calendar.
 Visual boards: A visual board is a digital or physical visualization of every task a team has to
complete to conclude a project. You can divide your visual board into three categories, such
as to do, complete, and in progress, to help the team identify the project's next steps.
Considering individual preferences involves giving tasks based on each team member's
inclination. For example, a team member may be more passionate about joining the sports
planning committee than others. As you discuss the project goals and deadlines, you can
inquire about which tasks they prefer to do. If someone expresses interest in a particular task,
you can assign it to them. This can help team members become excited to complete their
assignments and increase productivity.

7. Skill or experience level

Consider assigning high-priority tasks to employees with more experience or well-developed
skills. This can assure you they can complete the task successfully. For example, suppose a
government agency requires consulting services from the team you lead. You can assign this
task to a senior team member with experience working with government agencies. Similarly,
you can assign tasks to entry-level and mid-level professionals to help them develop their
skills and become equally dependable. Regardless of their skill set or experience level, you
can assign low-priority tasks to any team member. These tasks provide an opportunity to
practise learned skills.

8. Employee availability
Another factor to consider when assigning tasks is the team's availability. If new tasks
emerge during project execution, consider assigning them to an available team member,
especially if you're working with a strict deadline. You can create a timesheet that gives an
overview of the assigned tasks and the employees working on them. This can help you
identify who's currently available to complete additional tasks.
 9. Priority
When dividing a project into tasks or milestones, consider determining each task's priority.
You can assign the top priorities to your team members, especially if they're time sensitive or
require more work and dedication. You can assign low-priority tasks to any team member
who completes the previous tasks first. Alternatively, outsourcing tasks can help provide
more time for team members to achieve a healthy work-life balance.

9. Building Communication matrix

A communication matrix is a document summarizing the communication management plan
for a project. To remain effective, the communication matrix must be accessible to all
stakeholders and updated throughout the project.

A communication matrix is a table that shows who needs to communicate with whom. This is
useful for project managers as it helps them keep track of who should be talking about what,
when and how much. It can also be used as an effective tool for planning and organizing
communications within a project team or organization

How to use a communication matrix

When you use a communication matrix in your project management, it helps to organize the
various people involved in a project. This will help to reduce confusion and ensure that all
participants are on the same page.
The first step is to create an initial list of all members who will be involved in your project.
For example:
Project manager
Project team member 1 (assigned tasks)
Project team member 2 (assigned tasks)

10. Report writing

Report writing is common in a number of disciplines. A report is a specific form of writing,
written concisely and clearly and typically organised around identifying and examining
issues, events, or findings from a research investigation.
Reports often involve investigating and analysing a problem and coming up with a solution.
This means that you need to take a position or provide a solution and you need clear reasons
for your solution.
A key, central message is a vital part of the report and will help to make it clear and
persuasive.

A report might involve

 an analysis of existing data and literature
 conducting analysis and problem solving
 results of an investigation
Whatever the type of report, they are expected to be well written, clearly structured and
expressed in a way that suits the particular audience. Results and analysis should be accurate,
clear and objective. Report structures can vary between disciplines and audiences but the
structure needs to support the key message.
Following are the parts of a report format that is most common.
1. Executive summary – highlights of the main report
2. Table of Contents – index page
3. Introduction – origin, essentials of the main subject
4. Body – main report
5. Conclusion – inferences, measures taken, projections
6. Reference – sources of information
7. Appendix

Let us understand each one of them in detail.

Executive Summary
You summarize the main points of the report, such as the report topic, the data obtained, the
data analysis methods, and recommendations based on the data. The summary could be as
short as a paragraph or as long as five pages, depending on the length of the full report.
Usually, the recipient of the report doesn’t always have the time to read through the entire
report. This summary gives the reader a gist of the important points.
Remember that although attached as the first page, this summary is always putting a
perspective for the entire report, meaning that effort-wise, the writer always needs to include
it at the end.
Most importantly, the summary should contain:
 the purpose of the report
 what you did (analysis) and what you found (results)
 your recommendations; these recommendations should be short and not go beyond a page

Table of Contents
The report should begin with a table of contents. This explains the audience, author, and basic
purpose of the attached report. It should be short and to the point.

Introduction
This section is the beginning of your report. It highlights the major topics that are covered
and provides background information on why the data in the report was collected. It also
contains a top view of what’s covered in the report.

Body
The body of the report describes the problem, the data that was collected, sometimes in the
form of table or charts, and discusses with reasons. The body is usually broken into
subsections, with subheadings that highlight the further breakdown of a point. Report writing
format is very specific that way about clear and crisp headings and subheadings.
This just structures out readers clarity in understanding and further enhances the logical flow
that can get hard to follow. Since a report has no personal bias or opinions, you can imagine
that reading through a report can be a bit boring and people may find it hard to follow
through. In such a case, it’s always best to create pointers and lay out the points in short and
simple methods.
Note: Tables and figures must all be labeled

Conclusion
At the end of our main body lies the tying of ends together in the much-awaited conclusion.
The conclusion explains how the data described in the body of the document may be
interpreted or what conclusions may be drawn. The conclusion often suggests how to use the
data to improve some aspect of the business or recommends additional research.
 This solution then may be implemented to solve a given problem the report was made for in
the first place. Big consultancies or service providers prepare reports in the form of Microsoft
Powerpoint or the Keynote in Mac to present to the stakeholders. At the end of which lies the
conclusive suggestion section.

Reference
If you used other sources of information to help write your report, such as a government
database, you would include that in the references. The references section lists the resources
used to research or collect the data for the report. References provide proof for your points.
Also, this provides solid reasoning for the readers so that they can review the original data
sources themselves. Also, credit must be given where credit is due.

Appendix
Lastly, comes the appendix. Although this one is not necessary, more like an optional
element. This may include additional technical information that is not necessary to the
explanation provided in the body and conclusion but further supports the findings, such as
tables or charts or pictures, or additional research not cited in the body but relevant to the
discussion. Note: Tables and figures must all be labelled.
In case you want to closely look at report writing format example or take a look at the report
writing sample, our next chapter will have a clear example of the same. Stay tuned.

11. Journaling
It's simply writing down your thoughts and feelings to understand them more clearly. And if
you struggle with stress, depression, or anxiety, keeping a journal can be a great idea.

Benefits of Journaling
1. Journaling helps to reduce stress
“Journaling can be a great pressure releasing valve when we feel overwhelmed or simply
have a lot going on internally,” says Amy Hoyt, PhD, founder of Mending Trauma.
Some research bears this out. For example, in one study Trusted Source, patients, families,
and healthcare practitioners from a children’s hospital reported a reduction in stress levels
after completing this journaling exercise:
 write three things you’re grateful for
 write the story of your life in six words
 write three wishes you have

2. Journaling may boost health and well-being

A 2018 research review suggests that writing about your deepest thoughts and feelings may
contribute to:
 fewer stress-related doctor visits
 lower blood pressure
 improved mood
 greater well-being

3. Journaling encourages space from negative thoughts

When negative or worried thoughts arise, it’s easy to get caught up in their catastrophic
stories. Jotting down your thoughts, however, “creates space and distance to consider them in
a more objective way,” says Sabrina Romanoff, PsyD, a clinical psychologist in New York
City.
 This distance is formally called cognitive defusion, a helpful concept from acceptance and
commitment therapy. “The idea is that you are not your thoughts, emotions, or physical
symptoms; instead, you are the context in which they occur,” says Romanoff.
In other words, if your thoughts aren’t serving you, you don’t have to believe them. Instead,
you can use journaling to see your thoughts as separate from you.
To further underscore this separation as you’re journaling, try adding this phrase: “I’m having
the thought that…”
4. Journaling provides a way to process emotions
Plenty of people move about their days either not noticing their emotions or actively pushing
them down. The problem? Your emotions have a way of still popping up to the surface and
affecting your actions — with or without our awareness.
Journaling gives you the opportunity to process your emotions in a safe, contained space.
Naming the specific emotions you’re experiencing and accepting them reduces their strength
Trusted Source. That way, difficult emotions become less overwhelming and easier to
manage.

5. Journaling can help you figure out your next step

Writing down your thoughts and feelings about a situation is the first step in understanding
how best to proceed. Once you’ve calmed down a bit, you might find that your emotions are
trying to tell you something:
Maybe your anger is a sign that you need to set a stronger boundary with someone. Or your
sadness is nudging you to reach out and strengthen your connections.
Seeing your concerns, questions, and emotions in black and white gives you a clearer picture
of your needs. Even a simple list of pros and cons can provide deeper insight into your
desires — certainly more so than a jumble of thoughts knocking around in your head.

6. Journaling deepens self-discovery

Think of yourself as a puzzle: You get to discover a different piece or pattern every single
day. Journaling provides a much-needed pause to help us reconnect to ourselves and
rediscover who we are. When we write, we learn our preferences, pain points, fears, favorites,
and dreams.
We are constantly evolving. Journaling helps us to listen, bear witness to these changes, and
simply get to know ourselves a whole lot better.

9 super simple tips to start

Whether you’re completely new to journaling or returning after a long hiatus, try these tips
for building a sustainable habit.

Take a micro-step
At the start, try not to bite off more than you can chew. As Hoyt explains, “micro-steps are
less likely to be rejected by the brain, whereas large sweeping changes can feel unsafe, and
we may give up.”
She suggests setting a timer for just one or two minutes a day for your journaling session.

Pick the simplest tools

Since everyone is different, start with whatever method is easiest to incorporate into your
routine, says Romanoff, like:
 writing in a blank doc on your laptop
 using a note-taking app on your phone
 putting pen to paper
 Try free writing
Start by taking several deep breaths, noticing your immediate surroundings, and writing
whatever comes to mind, says Lori L. Cangilla, PhD, a Pittsburg-based psychologist, avid
journal writer, and member of the International Association for Journal Writing.
If you’ve drawn a blank, Cangilla notes, “describe that experience until something else comes
forward in your journaling.”

Let it all out

Write whatever thoughts and feelings arise, without censoring yourself. “It’s your journal, so
you can be as petty, blunt, and honest as you wish,” says Cangilla.
To resist the temptation to edit, try writing as fast as possible, she adds.

Anchor your journaling

If you like structure, journal at the same time every day. For example, says Valentin, write
your thoughts when you first wake up or process the day before bedtime.
You can also anchor your journaling to a well-established habit to make it more likely you’ll
stick with it. For example, journal:
 before or after a nightly prayer
 when you’re in the car rider line
 during a commercial break on TV

Connect the dots

To sharpen your self-awareness, you can jot down your feelings around a specific situation,
day to day. For example, you might simply write:
 This is what happened today.
 I’m experiencing these feelings about it.
 I’m thinking these thoughts.

Avoid re-reading painful entries

Cangilla advises against revisiting the raw details of difficult situations. If you feel you aren’t
done with a situation, she says, you can refocus on:
 what you’re grateful for in the situation
 how you’ll apply what you’ve learned from it

Explore a prompt
Prompts are a powerful way to get to know yourself better. They’re also great when you
aren’t sure what to journal about.
Try these ideas from Lori Ryland, PhD, LP, a psychologist and chief clinical officer at
Pinnacle

Treatment Centers:
 Write your favorite memories from childhood or your children’s lives.
 Go out into nature, and write about the experience.
 Describe something you fear doing and why.
 Describe something you love doing and why.
 Describe yourself, including your personality and roles at work and home. Then
describe yourself from the perspective of a close friend or family member.
 If you wake up tomorrow having everything you want, what does this look like?
Where are you? Who are you with? What are you doing with your time?

Switch shoes
If you’re journaling about a disagreement, try writing with empathy. Consider the other
person’s perspective and motives behind some of their actions, says Romanoff.
Putting yourself in their shoes may help you gain clarity on the situation, reduce resentment,
and possibly even find a solution.

The bottom line

Journaling has a range of benefits. Just writing a few minutes a day may help you reduce
stress, boost your well-being, and better understand your needs.
Journaling provides a concrete method for learning who we are and identifying what we
need.
To create a lasting journaling habit, start with several minutes — or more, depending on your
preference. In your journal, you can explore something that’s bothering you, write about the
present moment, or play with a prompt.
Ultimately, the wonderful thing is that it’s totally, completely up to you.

12. Feedback
Feedback is the response or reaction of the receiver after perceiving or understanding
the message. It enables the sender to evaluate the effectiveness of the message. It is
inevitably essential in case of two-way communication. Without feedback, two way
communication is either ineffective or incomplete.

Feedback is essential to effective communication because it helps the sender check that their
message has been understood and received as intended and modify their communication
strategy as needed.
Feedback is crucial in two-way communication to ensure both sides are on the same page and
can prevent misunderstandings or confusion. It also strengthens the bonds of trust and rapport
between the sender and the recipient.

Giving constructive feedback on communication is a crucial leadership trait. It enables you to

support each team member in enhancing their capacity to interact with their colleagues,
clients, stakeholders, and outside vendors and convey their requirements and concerns.

You can give feedback on communication orally or nonverbally, in writing, through written
remarks, facial expressions, or body language. While negative feedback may be used to
pinpoint areas for growth, positive feedback is frequently utilized to support and encourage
effective communication.

Types of feedback in communication

There are several types of feedback in communication, each serving a specific purpose in the
communication process. Here are some of the most common types of feedback:

 Formal feedback - many companies adopt this type of feedback for evaluating
productivity in a given time. Its structure is simple and objective, giving both the
managers and employees a chance to talk about what they can improve in their work
and communication strategy;

 Evaluative feedback is a way to describe an individual's behavior and has beneficial

results only when it's positive. This type of feedback is not always recommended
because it can often be perceived as too personal;

 Prescriptive feedback is a form of advice in which the recipient tells the sender how
to correct their way of working. Although this type of feedback can be helpful in the
early stages, such as training or onboarding, it can also be a way to avoid giving
constructive feedback on the individual's work;

 Descriptive feedback - as the name implies, this type of feedback is used to describe
the effects of an individual's action, which leads to the presentation of a relevant
opinion. Descriptive feedback is considered the best form of evaluation in the
workplace and other fields, such as education and science. To be motivated,
especially when working for someone else, team members need to feel appreciated,
even when improvements need to be made. A proven way to provide good feedback is
by combining the necessary recommendations with the quality of their work to
conclude positively about the evaluated person.

Importance of feedback in communication

Feedback is a tool that can help people evaluate themselves and their work and also how
others perceive them. While employees and students need to receive feedback, it's also
essential for leaders who believe in growth to ask for an evaluation, give an example, and be
an inspiration for them.

Most team members appreciate honest evaluation - approximately 70% of employees said
they would work harder if their managers better appreciated their efforts.
Professional feedback will increase communication effects, whether you are a manager, team
member, student, or colleague. Therefore, in the feedback culture, evaluation should be used
permanently, both professionally and personally.

Here are some of the reasons why feedback is essential in communication:

✅ Confirmation of understanding. In effective communication, people need to know that

their message has been received and comprehended as intended. Without feedback, it's
possible that the sender won't be aware that their communication has been misunderstood,
which might cause confusion and blunders.

✅ Improves communication. Feedback helps increase communication by informing the

sender of what went well and what didn't.

✅ Develops trust. Feedback delivered positively and encouragingly can aid in developing
trust between the sender and recipient. Over time, this may result in closer ties and improved
communication.

✅ Encourages positive behavior. Providing constructive feedback can motivate the recipient
to continue engaging in positive behaviors.

✅ Identifies areas for improvement. Negative feedback can be used to identify areas for
improvement. However, when given constructively and with the intention of helping the
recipient learn and grow, this can lead to considerable changes in the caliber of
communication.

Why is feedback important to the communication process in the workplace

The power of good feedback comes from the fact that it can change certain behaviors and
allows the other person to receive a realistic perspective on his action. Therefore, feedback is
constructive only when it focuses on an individual's work and actions.

For example, if you are a manager and want an employer to know what you think about a
particular project, highlight the issues based on those tasks and nothing more. In other words,
the feedback must be descriptive, not evaluative!

Feedback is essential in the workplace because:

It motivates and engages people

Recent research on work productivity showed that four in ten employees do not involve as
much in the company's goals when not given regular feedback (source). The same study
concluded that 43% of highly engaged employees receive feedback at least once a week
compared to only 18% of employees with low engagement.

So, managers must ensure that their team members will be evaluated correctly and regularly.
This way, people feel valued and more motivated to do a good job.

It lowers employee turnover

While giving and receiving feedback is not always comfortable, research shows that
employees expect to receive feedback from their managers and peers. According to a recent
study, companies that regularly solicit employee feedback experience a 14.9% reduction
in employee turnover.

So, as a people leader, make things straightforward and provide ongoing, real-time feedback
to your people if you want to keep them longer.

It improves efficiency

Feedback is not advice or criticism; sometimes, it can be interpreted as negative if it's not
formulated properly. So, it's crucial to explain the importance of feedback in the
communication process to the team members, so they can always be open to receiving it
positively.

If consistent, descriptive feedback can help individuals work on their mistakes and find ways
to be more efficient and productive.

It encourages active listening

Feedback sessions are just as crucial as transparent communication between team members.
The participants must be honest and pay attention to the information they are getting. It's
better to receive and offer face-to-face feedback because it allows the individual to ask
questions where ideas need more details or clarifications.
Build a culture of feedback with Mirro

The value of feedback is undeniable, especially when it comes to efficient communication in

the workplace. When feedback is objective, anchored in a clear context, and justified, the
parties involved have the chance to learn more about each other's degree of communication,
needs, and requirements.

When used properly, feedback can help people grow, improve, and see themselves in a
different light, but it can also be a tool for companies to drive business growth and reach their
goals.

With Mirro, you can motivate your colleagues and team members by creating
a feedback culture with advanced performance management software that is incredibly easy
to use!
Say goodbye to the rigidity of formal feedback sessions. Instead, our platform helps you
effortlessly share and request feedback from colleagues, collaborators, and external people.
Nobody will postpone giving feedback, as Mirro's request form is straightforward to fill in.

13. Difficult conversations.

Difficult conversations help us understand different perspectives on the same topic. A
difficult conversation is a planned discussion about an uncomfortable topic or a
negative experience where the goal is to share different perspectives, build mutual
understanding, and develop respect (not to persuade or win"). While it's common to
want to avoid these conversations, doing so can lead to stress, resentment
toward others, and an escalated conflict that becomes harder to resolve.
Addressing them skillfully can help strengthen relationships.

 Shed light on how to resolve a problem

 Embrace constructive change
 Gain a deeper understanding
 Repair relationships

The key to navigating difficult conversations is to develop and practice effective

communication skills. These skills include active listening, assertive speaking, asking
good questions, and acknowledging emotions. For more on this, check out our Guide to
Having Difficult Conversations below.
 Examples of Difficult Conversation Scenarios:
 Asking for a pay increase.
 Being micromanaged.
 Receiving a disappointing performance evaluation.
 Working with a weak co-worker.

What is the 10 second rule for difficult conversations?

The 10-second rule is really quite simple: It simply says that whenever the temperature
in a conversation starts to go up, pause for 10 seconds before you respond. That's it--
just stop and wait. There are several reasons this works.

Steps for Leaders

Here’s how to tackle a difficult conversation:

1. Prepare for a difficult conversation by walking through the “3 conversations” ahead of
time.

Every difficult conversation is really comprised of 3 conversations in one:

 The what happened conversation

 The feelings conversation
 The identity conversation

So first, understand what the people involved are thinking and feeling, but not saying to
each other. In a difficult conversation, this is usually where the real action is. Before
stepping into a tense discussion or trying to calm a workplace conflict, ask yourself these
questions:

 Sort out what happened. How do you see the situation? Where does your story
come from (information, past experiences, rules)? What do you think you know
about the other person’s viewpoint? What impact has this situation had on you?
What might their intentions have been? What have you each contributed to the
problem?
 Understand your feelings. Explore your feelings and ask yourself, What bundle of
emotions am I experiencing?
 Ground your identity. How does this situation threaten you or have the potential to
shake up your sense of identity? How do you see yourself (I’m the boss; I like
competition; I’m loyal; I’m good at developing my people)? What do you need to
accept in order to be better grounded?

2. Check your purposes and decide whether to raise the issue.

Make sure you really need to raise the issue at all. Will that help you achieve your
purposes? To determine that, ask yourself:

 What do I hope to accomplish by having this conversation?

 Do I want to prove a point or change the other person?
 How can I shift my stance to support learning, sharing, and problem-solving?
 Can I affect the problem by changing my own contributions?
 If I don’t raise it, can I let go of it?

3. Start from the “third story.”

If you do decide to raise a difficult issue, don’t lead in with your view or story. Approach it
as if a third, neutral person is looking on and leading the conversation. Describe the
problem as the difference between your stories. Include both viewpoints as a legitimate
part of the discussion. Share your purposes and let the other person know you’re looking
to sort out the situation together.

4. Explore their story and yours.

Actively listen to understand the other person’s perspective on what happened. Ask
questions. Acknowledge the feelings behind the arguments and accusations.
Paraphrase to see if you’ve got it. Try to unravel how the 2 of you got to this place.
Share your own viewpoint, your past experiences, intentions, and feelings. And
constantly reframe assumptions: from truth to perceptions, blame to contribution, and
accusations to feelings.

5. Problem-solve.

Invent options that meet each side’s most important concerns and interests. Keep in
mind that relationships that always go one way rarely last. Talk about how to keep
communication open as you go forward.