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Business communication
Notes
For the students of 5th semester
Compiled by
Abdullah Khan
Student of BS English at GDC Samarbagh

“Learning Never Exhausts the mind”

__ Leonardo da Vinci
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 Business communication :
The process of transferring and sharing the information within and outside of the
business environment is termed as “business communication”
 This term is derived from general communication which is associated with
business activities.
OR
 Communication between business parties or people for business related task is
considered as business communication.

 According to Rick and Gow :

“Business communication is a system that is responsible to affect change
throughout the whole organization.”

 According to W.Henry :
“Business communication is the process of exchanging different views . ideas
and news within the related business parties.”

 According to Prof . J.Haste :

“When the communication occurs between either two or more than two business
people for the purpose of effective organization and administration of business
than it is considered as business communication.”
 Effective business communication is the way that employees and
management communicate to achieve organizational goal .
 It purpose is to achieves organizational efficiency.
 Elements of business communication :
Business communication involves six basic elements. They are as follows:
1. Message :
This is the subject-matter which is transmitted or passed by the sender to the
other party or group of persons. This might be opinion, order, suggestion, attitude,
feeling, view, etc.
2. Sender :
He/she is the person who intends to make contact for passing information and
understanding to other person.
3. Receiver :
The person to whom the message is meant for is known as receiver or
communicate.
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4. Channels :
Information is transmitted through certain channels (e.g., radio, television,
telephone, letter, e-mail, etc.). The media is selected by the sender considering
various factors.
5. Symbols :
These are the words, actions and signs which are passed on by the sender while
communicating with the receiver.
6. Feedback :
When the receiver acknowledges the message of the sender and responds back to
him/her, feedback takes place. Without feedback communication is incomplete.

 Process of business communication :

The process of business communication involves the transmission and exchange
of information, ideas, and messages within and outside an organization to
achieve specific goals and objectives. This process typically follows a series of
interconnected steps:
1. Sender :
The process begins with the sender, who initiates the communication by
encoding a message to convey information or express ideas. The sender may be
an individual, team, or department within the organization.
2. Message :
The message is the information or content being communicated by the sender. It
can take various forms, including verbal, written, or visual communication such
as emails, reports, presentations, memos, or meetings.
3. Encoding :
Encoding is the process of converting the message into a suitable form for
transmission. The sender selects appropriate words, symbols, or visuals to
convey the message effectively and clearly to the intended audience.
4. Channel :
The channel refers to the medium or method used to transmit the message from
the sender to the receiver. Common communication channels in business include
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face-to-face interactions, phone calls, emails, video conferencing, memos, and
written documents.
5. Transmission :
Transmission involves sending the encoded message through the chosen
communication channel to reach the intended receiver. The sender ensures that
the message is delivered accurately and in a timely manner.
6. Reception :
Reception occurs when the receiver receives the transmitted message through the
selected communication channel. The receiver perceives and decodes the
message to understand its content and meaning.
7. Decoding :
Decoding is the process of interpreting and understanding the message by the
receiver. The receiver translates the encoded message into meaningful
information based on their knowledge, experiences, and contextual
understanding.
8. Feedback :
Feedback is the response or reaction provided by the receiver to the sender after
receiving and decoding the message. It allows the sender to assess the
effectiveness of their communication and make any necessary adjustments.
9. Understanding :
Understanding occurs when the receiver comprehends and interprets the message
accurately, aligning with the sender's intended meaning. Effective
communication requires mutual understanding between the sender and receiver.
10.Action :
Action refers to the response or outcome resulting from the communication
process. It may involve taking specific actions, making decisions, implementing
changes, or achieving desired goals and objectives based on the communicated
information or instructions.
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 Types of Business communication :
1. Internal business communication :
Communication which occurs within the business organization .
This may be either formal or informal.
2. Internal (upward ) business communication :
This type of communication follows bottom to top path such communication also
occur within organization.
Top level management
For example :
Middle level management

Lower level management

Worker employees

 Characteristics of internal upward business communication :

 It includes bottom to top approach . eg subordinate to superior .

 Its nature is participative.
 Its main purpose is to provide timely feedback suggestion .
 The flow of information is from the low level to upward level.
3. Internal downward business communication :

In such communication the information flow from the top level management to
the employees in and organization .
This information is related to passing instructions to subordinate or employees to
do their respective tasks.

Managing director

General manager

Assistant general manager

Department head

Supervisors

Workers
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 Characteristics of internal downward business communication :

 It includes top to bottom approach .

 Its nature is directive .
 Its purpose is to communicate organizational objectives .
 The flow of informative level.
4. Horizontal business communication :
The flow of information, concepts, and messages between people or departments
within the same organizational level is referred to as lateral or horizontal
communication. The features of lateral communication include:
i. Peer-to-peer Communication :
Lateral communication takes place between people or groups within the same
organizational level, without the involvement of superiors or inferiors.
ii. Collaboration and Coordination :
It makes it easier for people or departments working toward a shared objective to
coordinate their efforts, collaborate on initiatives, and share resources.
iii. Sharing of Information :
Peers can exchange knowledge, skills, best practices, and lessons learned through
lateral communication.
iv. Problem-Solving :
It enables groups of people or departments to jointly address problems, generate
ideas for solutions, and get feedback or counsel from peers.
v. Cross-Functional Communication :
In an organization, lateral communication frequently takes place between people
or departments from several functional areas or departments, promoting
interdisciplinary cooperation.
5. External Communication :
The exchange of information, messaging, and communication between a
company and external parties or stakeholders is referred to as external
communication. It entails communication with stakeholders, including clients,
partners, investors, the general public, regulatory agencies, and other parties with
a stake in the company. Channels and techniques for external communication
include:
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i. Marketing and Advertising :
It uses a variety of marketing and advertising channels to reach consumers and
the general public, including print media, television, radio, internet commercials,
social media, and promotional campaigns.
ii. Public Relations :
It influences public opinion and sustains a favorable public image. Public
relations include interacting with the media, releasing press releases, planning
events, and managing connections with journalists.
iii. Customer Service :
Customer service is the process of interacting with consumers through a variety
of channels, including live chat, emails, phone calls, and social media, to respond
to their questions, offer assistance, and guarantee their happiness.
iv. Investor Relations :
It provides information on a company’s financial performance and operations to
shareholders, potential investors, and financial analysts through reports, annual
meetings, investor presentations, and other channels.
v. Government and Regulatory Communications :
This is done by getting in touch with governmental organizations, regulatory
authorities, and business groups to meet legal obligations, disseminate
information, and promote the interests of the company.
 Q. Discuss the role of effective business communication within and
outside the organization.
A business Organization is a group of people associated to earn profit. Various
kinds of activities have to be performed by the people of an organization so as to
earn profit. These activities need an effective and systematic communication.
Without efficient communication, one can not even imagine to do work and
hence will be unable to earn profit. Since the aim of business organization is to
earn profit, the organization will die without profit and this death is a result of the
absence of communication. This is why communication is called life blood of a
business organization. We can prove this statement in the following manner.
 Communication inside an organization :
Different employees and officials in an organization need to communicate to
each other. This internal communication with its importance is shown in the
following way:
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1. Setting goals and Objectives :
Mostly, the organizations have a variety of formal and informal objectives to
accomplish. These objectives may be financial results, product quality, market
dominance, employees satisfaction, or service to customers. So the
communication enables all the persons in an organization to work towards a
common purpose.
2. Making and Implementing decision :
In order to achieve the objective, people in a business organization collect facts
and evaluate alternatives, and they do so by reading, asking questions, talking or
by plain thinking. These thoughts are put into a written form. Once a decision
has been made, it has to be implemented which requires communication.
3. Appraisal :
Having implemented the decision, management needs to determine whether the
desired outcome is being achieved. Statistics on such factors as cost, sales,
market share, productivity and inventory levels are compiled. This is done
through computers, manual papers, memos or reports.
4. Manufacturing the products :
Getting an idea for a new product out of someone’s head, pushing it through the
production process and finally getting the product also require communication.
Designing the plan regarding product, introducing the workers, purchasing raw
material, marketing and distributing the product all require effective
communication.
5. Interaction between employer & employee :
Employees are informed about policies and decisions of employers through
circulars, reports, notices etc. Employers also get in touch with employees
through application, complaint etc. So, communication plays a vital role in the
interaction of employer and employee.
 External communication :
1. Hiring the employees :
If a company wants to hire some one, it advertises the vacancy, receives
applications, calls the candidates, takes the interview and then offers job to the
successful candidates. The whole process requires communication.
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2. Dealing with customers :
Sales letters and brochures, advertisements, personal sales calls, and formal
proposals are all used to stimulate the customer’s interest. Communication also
plays a part in such customer related functions as credit checking, billing, and
handling complaints and questions.
3. Negotiating with suppliers and financiers :
To obtain necessary supplies and services, companies develop written
specification that outlines their requirement. Similarly, to arrange finance, they
negotiate with lenders and fill out loan applications.
4. Informing the investors :
Balance sheet, income statement, and ratio analysis are used to inform the
investors regarding performance of business.
5. Interacting with Govt :
Government agencies make certain rules to regulate the economy. These rules
are communicated to organizations through various papers. These organizations
try to fulfill, these requirement like filling taxation form and other documents.
 Q. Define communication. What is the importance of communication for
an individual and for an organization?
 Communication :
Definition: “Communication is the process by which information is transmitted
between individuals and organization, so that an understanding response results”.
OR :
“Communication is the process which involves transmission and accurate
replication of ideas, ensured by feedback for the purpose of eliciting action which
will accomplish organizational goals”
 Importance of communication for an individual :
1. Helps in getting a desired job :
Getting a desired job is not an easy task. It requires a person to be excellent,
especially in terms of communication abilities. Communication abilities can be
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classified into five categories that is reading, writing, speaking, listening and
observing. If a candidate is a good reader of not only text books and reference
books but also of newspapers and magazines, this would help him developing
confidence level at the time of interview.
2. Help in maintaining social relationships :
We as human beings live in a cobweb of relationships rather social relationship.
These social relations compel us to act simultaneously in the capacity of father,
child, husband, uncle, neighbour, cousin, teacher, nephew and so on. All these
relationships especially near one’s could be maintained properly if we can
communicate well to all these relations.
3. Helps in getting on the job promotion :
Perhaps finding a job would not be a big deal in case of if the candidate is well
connected and belongs to a well off family. But promotion on the job requires
some extra skills on the part of the candidate. Amongst those skills,
communication abilities rank on the top. If a person can speak well during
interactive and presentation sessions, can reports properly, he will automatically
be in the eyes of the management and whenever a chance for promotion comes,
he will be on the top of the list.
4. Helps in solving other’s problems :
It is commonly observed that around us there are so many people whom we like
to meet, their company is a source of enrichment for us. When we are with them
we feel secured. The only reason for such types of feelings is that such type of
people are not only good listeners but they also know it well that whenever they
would speak, it would only be for the sake of encouraging, not discouraging
others, only for solving other’s problems and not for creating problems for
others. Such people are no doubt excellent communicators.
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 Objectives of communication :
1. Stronger Decision Making :
Your ability to communicate effectively increases productivity , both yours and
your organization.
2. Increased Productivity :
With good communication skills , you can anticipate problems , make decisions ,
co-ordinate work flow , supervise others , develop relationships and promote
products and services.
3. Steadier Work Flow :
Communication acts as tool for the effective work related flow of information.
4. Strong Business Relationships & Enhanced Professional Image :
You can shape the impressions you and your company make on colleagues ,
employees ,supervisors , investors ,and customers in addition to perceiving and
responding to the needs of these stakeholders(the various group you interact
with ) without effective communication , people misunderstand each 3 other and
misinterpret information. Ideas misfire or fail to gain attention and people and
companies flounder.
5. Clearer Promotional Materials :
Your organizations need for effective reach of company name and public
promotions are based on effective promotional material such as advertisements ,
bill boards , online add , posters etc are all communicated for effective message
delivery and meaning.
6. Provide Advice :
Giving advice is based on individual-oriented and work-oriented ,advice should
not given to the person for pinpointing his mistakes rather it should be helpful for
his improvement. Effective advice promotes understanding and it can be a two
way process if the subordinate staff given freedom.
 Communication barriers and Solutions :
Here are some common communication barriers and ways to overcome them:
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1. Language barrier :
Differences in language proficiency, vocabulary, accent, or dialect can lead to
misunderstandings and misinterpretations.
 Use simple and clear language, avoid jargon or technical terms, and provide
translations or interpretations when necessary. Encourage active listening and
seek clarification if there are language-related concerns.
2. Physical barrier :
Physical obstacles such as distance, noise, poor lighting, or environmental
distractions can interfere with communication.
 Choose an appropriate environment for communication, minimize distractions,
and ensure good lighting and acoustics. Use technology such as video
conferencing or amplification systems to overcome geographical barriers.
3. Psychological barrier :
Internal factors such as emotions, attitudes, perceptions, and biases can affect
how individuals send and receive messages.
 Foster a supportive and open communication culture, encourage empathy and
understanding, and address emotional barriers through active listening and
validation of feelings. Promote self-awareness and mindfulness to manage
personal biases and assumptions.
4. Cultural barrier :
Differences in cultural norms, values, beliefs, and communication styles can lead
to misunderstandings and conflicts.
 Develop cultural competence and awareness of diverse communication styles.
Respect and accommodate cultural differences, seek feedback, and clarify
expectations to bridge cultural gaps. Encourage cross-cultural communication
and sensitivity training.
5. Lack of clarity :
Unclear or ambiguous messages can result in confusion and misinterpretation.
 Use specific and concrete language, provide context and background
information, and clarify expectations and objectives. Encourage feedback and
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ask for confirmation to ensure understanding. Use visual aids or
demonstrations to supplement verbal communication.
6. Emotional barrier :
Strong emotions such as anger, fear, anxiety, or defensiveness can impair
communication.
 Manage emotions effectively by staying calm, composed, and focused on the
issue at hand. Practice active listening, empathy, and constructive dialogue to
address underlying emotions and build trust.
 Types of communication :
1. Verbal communication :
When messages or information is exchanged or communicated through words is
called verbal communication. Verbal communication may be two types: written
and oral communication. Verbal communication takes place through face-to-face
conversations, group discussions, counseling, interview, radio, television, calls,
memos, letters, reports, notes, email etc.
2. Oral communication :
Oral communication implies communication through mouth. It includes
individuals conversing with each other, be it direct conversation or telephonic
conversation. Speeches, presentations, discussions are all forms of oral
communication. Oral communication is generally recommended when the
communication matter is of temporary kind or where a direct interaction 10 is
required. Face to face communication (meetings, lectures, conferences,interviews,
etc.) is significant so as to build a rapport and trust.
 Types pf oral communication :
1. Face to face communication :
 In person conversation :
Direct interactions between individuals, where spoken communication occurs in
real-time and is accompanied by nonverbal cues such as facial expressions,
gestures, and body language.
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 Meetings :
Formal or informal gatherings of individuals to discuss topics, make decisions, or
exchange information. Meetings may involve small groups or large assemblies
and can take place in-person or virtually.
2. Telephonic communication :
 Phone calls :
Verbal communication conducted over telephone lines, allowing individuals to
have real-time conversations regardless of geographical distance.
 Conference calls :
Telephone meetings involving multiple participants from different locations,
typically used for business discussions, team collaborations, or client interactions.
3. Video communication :
 Video calls :
Verbal communication conducted over video conferencing platforms such as
Zoom, Skype, or Microsoft Teams, allowing participants to see and hear each
other in real-time
 Virtual meetings :
Online meetings conducted via video conferencing software, where participants
can share screens, documents, and presentations while engaging in verbal
communication.
4. Presentations :
 Formal presentation :
Verbal communication delivered to an audience, often accompanied by visual
aids such as slides, charts, or videos. Presentations may occur in business
meetings, conferences, seminars, or academic settings.
 Informal presentation :
Spoken communication used to share information or ideas in a less structured
format, such as impromptu speeches, elevator pitches, or casual talks.
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 Advantages of Oral Communication :
 There is high level of understanding and transparency in oral communication
as it is interpersonal. There is no element of rigidity in oral communication.
There is flexibility for allowing changes in the decisions previously taken.
 The feedback is spontaneous in case of oral communication. Thus, decisions
can be made quickly without any delay.
 Oral communication is not only time saving, but it also saves upon money
and efforts. Oral communication is best in case of problem resolution. The
conflicts, disputes and many issues/differences can be put to an end by talking
them over.
 Oral communication is an essential for teamwork and group energy.
 Oral communication promotes a receptive and encouraging morale among
organizational employees.
 Oral communication can be best used to transfer private and confidential
information/matter.
 Disadvantages/Limitations of Oral Communication :
 Relying only on oral communication may not be sufficient as business
communication is formal and very organized.
 Oral communication is less authentic than written communication as they are
informal and not as organized as written communication.
 Oral communication is time-saving as far as daily interactions are concerned,
but in case of meetings, long speeches consume lot of time and are
unproductive at times.
 Oral communications are not easy to maintain and thus they are unsteady.
There may be misunderstandings as the information is not complete and may
lack essentials.
 It requires attentiveness and great receptivity on part of the receivers/audience.
Oral communication (such as speeches) is not frequently used as legal records
except in investigation work.
3. Written communication :
A ―Written Communication‘ means the sending of messages, orders or
instructions in writing through letters, circulars, manuals, reports, telegrams,
office memos, bulletins, etc. It is a formal method of communication and is less
flexible. A written document preserved properly becomes a permanent record for
future reference. It can also be used as legal evidence. It is timeconsuming, costly
and unsuitable for confidential and emergent communication. Written
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communication, to be effective, should be clear, complete, concise, correct, and
courteous.
 Advantages of written communication :
 The documents of written communication are easy to preserve. Oral and non-
verbal communication cannot be preserved. If it is needed, important
information can be collected from the preserved documents.
 Written communication is the best way to represent any complex matter
easily and attractively.
 The documents of written communication act as a permanent record.
When it is needed, important information can be easily collected from the
preserved documents.
 Written communication prevents the waste of
money and time. Without meeting with each other the communicator and
communicate can exchange their views.
 Through the documents of the written communication top executive can
present the information more accurately and clearly. As it is a legal document
everybody takes much care does draft it.
 If it is needed, written communication can be used as future reference.
 Disadvantages :
 Written communication is comparatively expensive. For this communication
paper, pen, ink, typewriter, computer and a large number of employees are
needed.
 Written communication takes time to communicate with others. It is a time
consuming media. It costs the valuable time of both the writer and the reader.
 Red-Taoism is one of the most disadvantages of written communication. It
means to take time for approval of a project.
 It messages receiver is illiterate, written communication is quite impossible.
This is major disadvantage written communication.
 It is an unexpected medium to keep business secrecy. Secrecy is not always
possible to maintain through written communication. Because here needs to
discuss everything in black and white.
 Since writing documents cannot be changed easily at any time. Lack of
flexibility is one of the most important limitations of written communication.
4. Non verbal communication :
Behavior and elements of speech aside from the words themselves that transmit
meaning. Nonverbal communication includes pitch, speed, tone and volume of
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voice, gestures and facial expressions, body posture, stance, and proximity to the
listener, eye movements and contact, and dress and appearance. Research
suggests that only 5 percent effect is produced by the spoken word, 45 percent by
the tone, inflexion, and other elements of voice, and 50 percent by body language,
movements, eye contact,etc.,.
1. Body language :
Some parts of our body can express many indications without any sound.
Message can be transmitted with the help of our body movements which is called
body language. Body language is a form of non-verbal communication, which
consists of posture, gestures, facial expressions, eye movements etc.
2. Facial expression :
A facial expression is one or more motions or positions of the muscles in the
skin of face. These movements convey the emotional state of the individual to
observers. Facial 14 expressions for happiness, sadness, anger and fear are
similar throughout the world.
3. Gestures :
Gestures refers to visible bodily actions communicate particular messages which
include movement of the hands, face, eyes, head or other parts of the body.
Common gestures include waving, pointing, and using fingers to indicate
numeric amounts. Culture-specific gestures that can be used as replacement for
words, such as the hand wave used in western cultures for ―hello
and ―goodbye.
4. Posture :
Posture indicates the position in which we hold the body when standing or sitting.
It can help to communicate non-verbally. Consider the following actions and
note cultural differences: Bowing not done criticized or affected in US; shows
rank in Japan. Slouching rude in most Northern European areas. Hands in
pocket-disrespectful in Turkey.
5. Eye Gaze or Eye contact :
Eye contact indicates looking, staring and blinking etc. which is important in
nonverbal behaviors. Looking at another person can indicate a range of emotions,
including hostility, attention, interest, and attraction, defines power and status
and has a central role in managing impressions of others.
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6. Appearance and dress :
External appearances also play a vital role to communicate others. Our
clothes dress provide a good visual signal to our interest, age, personality, taste,
and sex. Our choice of color, clothing, hairstyles and other factors affecting
appearance are also considered a means of nonverbal can evoke different moods.
7. Touch :
Touch is culturally determined. But each culture has a clear concept of what parts
of the body one may not touch. Basic message of touch is to affect or control-
protect, support and disapprove (i.e. hug, hit, kick)
Q. What are the direct and Indirect approaches?
 Direct (Deductive) Approach :
The direct approach is used for Direct Request and Good News Plans, because
the message is easily understandable and considered favourable or neutral. Under
direct approach the message begins with the main idea or good news, and
necessary explanatory details follows in one or several paragraphs. The message
ends with an appropriate friendly paragraph. Thus a direct approach has three
parts – main idea, explanation and friendly close.
 Indirect (Inductive) Approach :
The indirect approach is used for Persuasive Requests and Bad News Plans,
because the receiver is expected to resist and react unfavourably. Under indirect
approach the message does not begin with the main idea or bad news. Instead it
begins with some relevant pleasant or neutral statements followed by adequate
explanations, before introducing the unpleasant idea. Here also the message ends
with appropriate friendly or sympathetic words. Thus, an indirect approach has
four parts – statements to “get in step” with the reader, explanations, main idea
and friendly and courteous close.
 Seven C’s in Business communication :
The Seven C's in business communication are principles that guide effective
communication in the business environment. These principles help ensure that
messages are clear, concise, and impactful. Here's a detailed discussion of each
of the Seven C's:
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1. Clarity :
Clarity is the cornerstone of effective communication. It involves conveying
messages in a straightforward and understandable manner. When communicating
in a business context, it's essential to use clear and concise language to avoid any
confusion or misunderstanding. This includes using simple words, avoiding
jargon, and providing relevant details to convey the intended message accurately.
Clear communication ensures that all parties involved have a clear understanding
of the information being conveyed.
2. Conciseness :
Conciseness refers to expressing ideas and information in a brief and to-the-point
manner. In business communication, time is often limited, and stakeholders
prefer receiving information concisely without unnecessary elaboration. Being
concise involves eliminating any redundant or irrelevant information and getting
straight to the point. By keeping messages brief and focused, communicators can
ensure that recipients can grasp the key points quickly and efficiently.
3. Completeness :
Completeness means providing all the necessary information required for the
recipient to understand the message fully. In business communication,
incomplete messages can lead to confusion or misinterpretation, which can have
adverse effects on decision-making and productivity. When composing messages,
communicators should ensure that they include all relevant details, such as dates,
times, locations, and any additional context necessary for understanding.
Completeness helps prevent misunderstandings and ensures that recipients have
all the information they need to act appropriately.
4. Correctness :
Correctness entails ensuring that the information conveyed is accurate,
grammatically correct, and free from errors. Inaccurate or misleading information
can undermine credibility and trust in business communication. Communicators
should double-check facts, figures, and grammar to ensure accuracy before
sending out messages. Additionally, using proper spelling, punctuation, and
grammar demonstrates professionalism and attention to detail, enhancing the
overall effectiveness of communication.
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5. Courtesy :
Courtesy refers to showing respect, politeness, and consideration towards the
recipient in communication. In business settings, maintaining a courteous tone
fosters positive relationships and promotes a conducive working environment.
Courteous communication involves using polite language, expressing
appreciation, and acknowledging the recipient's perspective. It's essential to be
mindful of cultural differences and communication norms to ensure that
messages are received positively and respectfully.
6. Consideration :
Consideration involves taking into account the needs, interests, and feelings of
the recipient when communicating. Effective communicators tailor their
messages to resonate with the audience and address their concerns or preferences.
This may involve anticipating questions or objections and proactively addressing
them in the communication. By demonstrating empathy and understanding,
communicators can build rapport and foster better engagement with their
audience.
7. Concreteness :
Concreteness refers to being specific, tangible, and definite in communication.
Instead of vague or abstract language, concrete communication provides clear
and tangible details that are easy to understand and act upon. Communicators
should use specific examples, facts, and figures to illustrate their points and make
their messages more convincing. Concreteness helps prevent ambiguity and
ensures that the intended meaning is communicated accurately.
 The art of listening :

 Listening is imperative for an effective business communication.

 Listening is too important from the customers point of view.
 Listening is the ability to accurately receive and interpret messages in the
communication process. Listening is key to all effective communication.
Without the ability to listen effectively, messages are easily misunderstood.
As a result, communication breaks down and the sender of the message can
easily become frustrated or irritated.
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1. Be curious :

 It appeals to deep listening.

 It also creates interest and arises concentration.
 It builds relationship which is based on familiarity and respect.
2. Point of view :

 Different individual have different point of view.

 Listening justify those view into a concrete whole which are recognized.
3. Listen for slips :

 Also listen your colleagues for slip of the tongue.

 Slipping of the tongue sometime level to reveal truth.
4. Recite :

 The repetition of conversation.

 Recitation often leads to extract deep meanings from speech or
communication.
5. Ask question :

 Asking question creates curiosity and interest.

 But try not to excessively interrupt during conversation.
6. Listen without jumping :

 Often try to listen in detail.

 Jumping will not develop complete understanding of the topic.
7. Listen to your team :
 Organization must give voice to its employees.
 Let them discuss issues and provide the ideas for their solution.
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 Listening :
Listening is the ability to accurately receive and interpret messages in the
communication process. Listening is key to all effective communication. Without
the ability to listen effectively, messages are easily misunderstood. Improper
listening leads to communication breaks down Listening is not same as hearing.
 Hearing :
Hearing refers to the sounds that enter your ears. It is a physical process that,
provided you do not have any hearing problems, happens automatically.
Listening, however, requires more than that: it requires focus and concentrated
effort, both mental and sometimes physical as well.
 Need or purpose of listening skills :
1. To specifically focus on the messages being communicated, avoiding
distractions and preconceptions.
2. To gain a full and accurate understanding into the speakers point of view and
ideas.
3. To critically assess what is being said. (See our page on Critical Thinking for
more).
4. To observe the non-verbal signals accompanying what is being said to
enhance understanding.
5. To show interest, concern and concentration.
6. To encourage the speaker to communicate fully, openly and honestly.
7. To develop an selflessness approach, putting the speaker first.
8. To arrive at a shared and agreed understanding and acceptance of both sides
views.
 Characteristics of Good and Effective Listener :
Good and effective listener tries to give maximum amount of thought to the
speaker‘s ideas being communicated, leaving a minimum amount of time for
mental exercises to go off track. A good listener:
1. Is attentive :
Good listener must pay attention to the key points. He should be alert. He should
avoid any kind of distraction.
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2. Do not assume :
Good listener does not ignore the information he considers is unnecessary.
He should always summarize the speaker‘s ideas so that there is no
misunderstanding of thoughts of speakers. He avoids premature judgement about
the speakers message.
3. Listen for feelings and facts :
Good listener deliberately listens for the feelings of the
speaker. He concentrates totally on the facts. He evaluates the facts objectively.
His listening is sympathetic, active and alert. He keenly observes the gestures,
facial expression and body language of the speaker.
4. Concentrate on the other speakers kindly and generously :
A good listener makes deliberate efforts to give a chance to other speakers also to
express their thoughts and views. He tries to learn from every speaker. He
evaluates the speaker‘s ideas in spare time. He focuses on the content of the
speaker‘s message and not on the speaker‘s personality and looks.
5. Opportunizes :
A good listener tries to take benefit from the opportunities arising. He asks
―What‘s in it for me.
 Benefits of active listening :
Some of the benefits of active listening are ;
1. Build relationship :
Attentive listening can help your workplace come close together.
2. Foster listening :
 The art of listening is to find out what the speaker thinks about a specific
phenomena.
 When employees listen to one another learn from one another.
3. Encourage respect :
 Fostering attentive listening can encourage respect towards one another,
 Managers and employees listen to one another and hence enhances respect.
4. Establish a culture of communication :
Active listening can help establishing communication culture.
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5. Facilitation conflict resolution :
 Active listening can resolve issues related to a specific business organization.
 Misunderstanding on the part of the employees can disturb not only the
process of communication but also reduces various issues.
6. Promote open-mindedness :
 Active listening can provide an environment of inclusion and open-
mindedness.
 Everyone can feel that his/her opinions have some validity.
7. Further progress :
Employees are creative when they communicative with another and also share
their ideas , active listening contributes in their future activities.
8. Improve decisions :
 Making decisions based on assumptions can cause various problems.
 Attentive listening make able employees to ask certain questions.
 Stages of listening process :
1. Hearing :
It refers to the response caused by sound waves stimulating the sensory receptors
of the ear; it is physical response; hearing is perception of sound waves; you
must hear to listen, but you need not listen to hear (perception necessary for
listening depends on attention
2. Attention :
Brain screens stimuli and permits only a select few to come into focus- these
selective perception is known as attention, an important requirement for effective
listening; strong stimuli like bright lights, sudden noise…are attention getters;
attention to more commonplace or less striking stimuli requires special effort;
postural adjustments are aided by physical changes in sensory receptor organs;
receptor adjustments might include tensing of the ear´s tympanic muscle for
better response to weak sounds
3. Understanding:
To understand symbols we have seen and heard, we must analyze the meaning of
the stimuli we have perceived; symbolic stimuli are not only words but also
sounds like applause… and sights like blue uniform…that have symbolic
meanings as well; the meanings attached to these symbols are a function of our
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past associations and of the context in which the symbols occur; for successful
interpersonal communication, the listener must understand the intended meaning
and the context assumed by the sender.
4. Remembering :
it is important listening process because it means that an individual has not only
received and interpreted a message but has also added it to the mind‖s storage
bank; but just as our attention is selective, so too is our memory- what is
remembered may be quite different from what was originally seen or heard.
5. Evaluating :
it is a stage in which active listeners participate; it is at these point that the act ive
listener weighs evidence, sorts fact from opinion, and determines the presence or
absence of bias or prejudice in a message; the effective listener makes sure that
he or she does‘t begin this activity too soon ; beginning this stage of the process
before a message is completed requires that we no longer hear and attend to the
incoming message-as a result, the listening process ceases
6. Responding :
this stage requires that the receiver complete the process through verbal and/or
nonverbal feedback; because the speaker has no other way to determine if a
message has been received , this stage becomes the only overt means by which
the sender may determine the degree of success in transmitting the message.
 Ten principles for effective listening :
1. Stop Talking- Don't talk, listen :
When somebody else is talking listen to what they are saying, do not interrupt,
talk over them or finish their sentences for them. Stop, just listen. When the other
person has finished talking you may need to clarify to ensure you have received
their message accurately.
2. Prepare Yourself to Listen- Relax :
Focus on the speaker. Put other things out of mind. The human mind is easily
distracted by other thoughts – what‘s for lunch, what time do I need to leave to
catch my train, is it going to rain – try to put other thoughts out of mind and
concentrate on the messages that are being communicated.
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3. Put the Speaker at Ease - Help the speaker to feel free to speak :
Remember their needs and concerns. Nod or use other gestures or words to
encourage them to continue. Maintain eye contact but don‘t stare – show you are
listening and understanding what is being said.
4. Remove Distractions- Focus on what is being said :
Don‘t doodle, shuffle papers, look out the window, pick your fingernails or
similar. Avoid unnecessary interruptions. These behaviours disrupt the listening
process and send messages to the speaker that you are bored or distracted.
5. Empathise :
Try to understand the other person‘s point of view .Look at issues from their
perspective. Let go of preconceived ideas. By having an open mind we can more
fully empathise with the speaker. If the speaker says something that you disagree
with then wait and construct an argument to counter what is said but keep an
open mind to the views and opinions of others.
6. Be Patient :
A pause, even a long pause, does not necessarily mean that the speaker has
finished.Be patient and let the speaker continue in their own time, sometimes it
takes time to formulate what to say and how to say it. Never interrupt or finish a
sentence for someone.
7. Avoid Personal Prejudice :
Try to be impartial.Don't become irritated and don't let the person‘s habits or
mannerisms distract you from what the speaker is really saying.Everybody has a
different way of speaking some people are for example more nervous or shy than
others, some have regional accents or make excessive arm movements, some
people like to pace whilst talking - others like to sit still. Focus on what is being
said and try to ignore styles of delivery.
8. Listen to the Tone :
Volume and tone both add to what someone is saying.A good speaker will use
both volume and tone to their advantage to keep an audience attentive;everybody
will use pitch, tone and volume of voice in certain situations let these help you to
understand the emphasis of what is being said.
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9. Listen for Ideas – Not Just Words :
You need to get the whole picture, not just isolated bits and pieces.Maybe one of
the most difficult aspects of listening is the ability to link together pieces of
information to reveal the ideas of others. With proper concentration, letting go of
distractions, and focus this becomes easier.
10.Wait and Watch for Non-Verbal Communication :
Gestures, facial expressions, and eye-movements can all be important.We don‘t
just listen with our ears but also with our eyes – watch and pick up the additional
information being transmitted via non-verbal communication.
 Strategies to improve your listening skills :
1. Be Attentive :
Successful listeners hear it the first time. They are focused on the speaker and in
the moment. Have you ever had someone tell you something and then ask you a
question afterwards and not have any idea what to answer? You probably thought
you were listening, but it is very easy for our minds to stray. Practice
mindfulness by consciously eliminating distractions from your mind and body.
Shut off your smartphone, close your door, and move away from the computer
screen.
2. Ask Questions :
One of the ways you can stay in the moment is to ask clarifying questions.
Repeat what you think the speaker was saying to gain clarity and
understanding: ―What I think you‘re saying is…‖ Often people‘s comments are
open to interpretation, so show your desire to understand while reinforcing you
are listening.
3. Don’t Interrupt Unnecessarily :
Use the acronym WAIT, Why Am I Talking? to keep your
comments relative to the speaker‘s thoughts. Often I observe people ask
questions just to transition the conversation in another direction. Interject your
questions, or thoughts, at appropriate intervals so not to throw the speaker off
track.
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4. Use Body Language :
Face-to-face you can convey you are listening by nodding, smiling, and
maintaining eye contact. Public speakers are taught to actively engage an
audience by making eye contact with one person, at a time. You can pick up
subtle non-verbal cues from watching the speaker‘s body language.
5. Empathize :
Steven Covey coined the phrase ―Seek first to understand, then be understood
which is my goal when listening. In order to effectively hear what the speaker is
saying, try to look at it from their perspective. It is easy to jump to conclusions
and judge when we don‘t put ourselves in the other person‘s shoes—and it is
difficult to withhold judgment. Good listeners do this. Set aside filters and just
listen.
6. Take notes :
Muscle memory works. Note taking can be done in person or on the phone. Not
only will note taking reinforce what‘s being said, but also it provides you with a
permanent record to refer back to. People are flattered when you take notes; ask
if it is okay before doing so. Listening enables you to acquire facts so that you
can make decisions that benefit your business.

 What are the fault of listening ?

Listening is a very important aspect of oral communication. If there is any
lacking or fault in listening, it might cause failure to communication process. So,
people should be well aware of faults in listening so as to improve the overall
communication ability. These faults are enumerated as under:
1. Prejudice against the speaker :
Sometimes the speaker conflicts with our attitude. The summary of these
conflicts is as follows:
i. Personality of the Speaker :
If the speaker is not liked by the listener, the listener may not pay attention to
listening. For example a business person might not listen to his rival because he
is biased with the personality of that rival.
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ii. Thoughts of speaker :
If the thoughts of speaker are in contrast with the listener’s thoughts the listening
process could be damaged.
2. External Distraction :
External environment affects listening a lot. Noisy fans, poor light, distracting
background music, overheated or cold room, poor ventilation and many other
things distract a listener’s attention from the speaker’s message.
3. Thinking speed :
On average, most of us speak between 80 and 160 words per minute. Whereas,
people have the ability to think at the rate of up to 800 words per minute. Despite
this fact, the listener may have slower thinking process due to the following
reasons:
i. Competition of concentration :
The listener could not concentrate on the message because he has many things to
think besides listening to the message.
ii. Doing some other activity :
The listener might be involved in doing some other activity.
4. Premature evaluation :
When the listener starts evaluating the message during the process of listening,
he/she is not attentive enough to the message. This is another fault of listening.
5. Semantic stereotype :
There are many topics to which the listener has emotional and psychological
belongingness. So, the topic and issues which hurt his feelings are not absorbed
by him easily.
6. Delivery of speech :
A monotone can easily put the listener to sleep or cause him to lose the interest.
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7. Language :
Another fault of listening is the language. If the speaker using such words,
idioms, or structure of language with which the listener is not familiar, the
speaker will face difficulties in conveying his message.
8. Sluggishness :
If the listener is mentally or physically tired, or habitually lazy, he would feel
difficulty in listening to the message.
 Why should a business communicator know about listening? OR Discuss
advantages of good listening :
Listening is an important aspect of business communication. It stands third after
writing and speaking. A business communicator has to listen to various customer,
employees, officer, suppliers, financiers etc. Obviously, it is an unavoidable task
for a business person. This important reason as to why a business communicator
should known about listening is enumerated as under.
1. To gain new information and ideas :
A business person has to get new information and ideas from various parties. For
example he gets the information from customers regarding the product. He takes
various ideas from the employees inside the organization. He receives order or
instruction forms his superiors. He gets training form his instructor. All these
activities require him to be a good listener.
2. To question test evidence and assumptions :
Any activity, particularly business, activity requires good analytical skill to
survive in the environment. A good listener does not feel much difficulty in
doing so. The message of speaker mostly consists of facts (Verifiable data) or
opinions (inferences). Good listeners test those facts and opinions against
assumptions and then question the speaker. In this way he is able to analyze the
massage and treat it on its merit.
3. To be inspired a motivated :
A dynamic business man wants to be motivated again and again. Good listening
enables him to take inspiration from the message and brings about enthusiasm in
his attitude.
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4. To improve overall communication :
A business person needs strong communication skills to survive in the market.
And to face a high degree of competition. This can only be achieved by having
strength in all areas of communicating i.e. writing, reading, speaking and
particularly listening.
 Some basics of attentive listening :
1. Make eye contact :
Looking directly at the person who he is speaking can enhance the ability to
listen thoroughly.
2. Make appropriate facial expression :
Make proper facial expression according to the context of the word.
3. Ask questions :
Critical listening involves asking questions for getting various valuable
information.
4. Do not interrupt :
Do not try to interrupt when the speaker is speaking.
5. Paraphrase :
 Restate what the speaker has spoken his ideas,
 Write their down and record them for further activities.
 Interview :
 It is an interpersonal communication technique for exchanging ideas between
two people.
 The word “Interview” is derived from the French word “Entrevior” which
means “to see one another” or “to meet”
 In English , it means “to view between” or a “sight between”
 According to Gibson and Hanna :
“An interview is a face to face interpersonal events which at least one person is
planned to achieve a specific goal”
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 According to Pearson and Nelson :
“A Dyadic (grouped) communication context with a person or a goal”
 According to Steward and cash :
 “It is a process of dyadic relational communication with a predetermined and
interchange behavior and involving the asking and answering of questions”
 According to Bingham and Moore :
“An interview is a procedure deigned to obtain information from a person
through oral responses to oral inquiries”
 According to Gary Dessler :
“Interview is a selection procedure designed to predict future job performance
based an application’s response to oral oral inquiries.
 Types of interview :
1. Evaluation interview :
 In such interview a supervisor , tells an employee about his performance.
 They discuss progress towards a specific goal.
 E.g , the sailing pharma product.
 Listening skill is important in such interview.
2. Structured Interview :
 Also called directive interview.
 There is a list questions already structured and arranged for the event.
 OR :
 An interview consisting of a series job related questions asked consistently of
each applicant for a particularly job.
 a company is hiring for a customer service representative position. The hiring
manager has developed a structured interview format consisting of specific
questions designed to assess candidates' communication skills, problem-
solving abilities, and customer service experience.
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 The types of questions in structured interview ;
i. Situational questions :

It is related to what the applicant would do.

ii. Job knowledge questions :
Job related questions are asked based on that specific knowledge.
iii. Job sample questions :
A specific sample of a specific situation.
iv. Worker requirements questions :
It determines the confirmation of the employees for a specific job.
3. Situational interview :
 In such interview , an employee is asked what his/her behavior would be in a
specific situation.
 Candidates are interviewed about what action they will take in a job related
situation.
 "Imagine you are a customer service representative and you receive a call
from an angry customer who is dissatisfied with the product they purchased.
How would you handle this situation?"
4. Behavioral interview :
In such interview a candidates past behavior is asked in a specific situation.
 Example : Interviewer: "Can you tell me about a time when you had to
resolve a conflict with a coworker or team member?"
5. Stress interview :
 In such interview , the interviewer seeks to make the candidates
uncomfortable with occasionally rude question.
 Its aim is to spot sensitive applicants who might overreact with light
criticisms.
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6. Panel interview :
 Such interviews is conducted by the group of interviewees.
 An interviewer is interviewed by the entire group consisting of different
academic backgrounds.
 Oral responses.
 Interview is focused on the creativity of the candidate.
7. One to one interview :
 In such interview one interviewer meets a single candidate.
 Such interview is not stressful as compared to panel interview.
8. Mass interview/group interview :
 It is newly technique for interview.
 It is less costly and less time consisting.
 It is a techniques for the discovery of leadership.
9. Phone interview :
 If the candidates are unable to access than phone is the right option.
 It is an informal form of interview.
 Special focus is an the candidates knowledge without considering his/her
behavior and psycho.
10.Performance appraisal interview :

 It is a counseling type of interview.

 In such interview, a supervisor and an employee discuss certain problems that
are interfering with performance.
 The interviewer should be concerned with the welfare of both the employee
and organization.
 It is also used to encourage employees and also for rewards.
11. Information interview :
 The interviewer seeks facts that bear on a decisions or contribute to basic
understanding.
 Information only flows in one direction.
 i.e one person put a series of question and other answers them.
 It can works in two ways; information seekers and information organizer both
seek facts.
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12.Persuasive interview :
 In this interview, one person tries to convince another to accept a new idea
product.
 Such interview demands skills in drawing out and listening to others.
13.Grievance interview :
 It occurs in an organization due to elimination or reduction of grievance.
 Such interviews are related to complaints.
14.Exit interview :
 Such interview is conducted when an employee is having an organization
transfers or retires.
 The departing employees should be encouraged, to focus on events.
 The aim of this interview is to finding out the cause of an individual leaving
the job.
15.Counseling interview :
 Such interview is for understanding the problems of one another.
16.Conflict resolution interview :
 Two rivaling focus or persons try to understanding the nature of their
problems.
 The goal is to reduce the gap between the two groups.
17.Disciplinary interview :
 When an employee violates or departs from an organization’s discipline , then
such interview is conducted.
 Such interview is conducted to correct the behavior of an employee for proper
discipline.
18.Termination interview :
 The interview is conducted to inform the reason of an employees termination.
 Advantages of interview :
1. It provide an opportunity for interaction between two or more people.
2. It helps to assess the subjective aspects in the interviewee.
3. Interview helps reduce grievance to counseling,
4. It is the best way to assess the motivation of the interviewee.
5. It facilitate the development of intimate personal relationships.
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 What are the different purpose/objectives for which interview is carried ?
Interviews are face-to-face communication. It is a form of interpersonal
Communication. Interviews are not just for job procurement. The purpose for
which interviews are carried may be as follows:
1. Counselling :
Taken by a supervisor, officer, or counselor who may ask questions relating to
work or problem from the employee. In other cases interviews may be conducted
by a doctor/psychiatrist of patients or person facing psychological problems.
2. Evaluating :
taken by supervisor, manager to review and evaluate the performance of the
employees.
3. Disciplining :
taken by an officer, manager if the behavior of the employees require action to
maintain discipline.
4. Complaining :
taken by an officer, manager if the employee(s) wish to lodge complaint for
certain dissatisfaction or action required.
5. Terminating :
taken by an officer/manager to inform employee(s) about the termination from
job.
 Resume writing :
 A resume is a formal document that provides an overview of professional
qualification including relevant work experience skills education and notable
accomplishment.
 It helps demonstrating abilities and convinces employers qualification.
 Purpose of resume :
 Its purpose is to show the employers the ability and qualification of the job
seekers and convinces.
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 Composition of resume :
1. Contact detail :
 It includes first name plus last name , phone number, email address.
 Also list your city if you want to show your location.
2. Introduction :
 Provide a concise view of your education background and qualification.
 Introduction may be in the form of resume summary resume objectives.
3. Education :
 It include the names of institutions your first degree, last degree minor
subjects.
 You can add your GPA and relevant course answers as well.
4. Experience :
 Include relevant works experience title , the name of the organization where
you get the job , start and date.
 Also point out key responsibilities and accomplishment.
5. Skills :
 Includes soft skills and hard skills.
 Try to mix such skills to show you as a strong man and right person for the
job .

 Types of Resume :
 There are four types of resume ;
1. Chronological resume :
 Such resume opens with introduction and provides then provides an overview
of professional history in reverse chronological order,
 E,g , your recent post must be on the top.
 It is suitable for various experience level.
2. Functional resume :
 It is formatted to focus on your skills and abilities rather than your career
progression .
 It is preferred by professionals who want to draw away attentions from this
traditional work experiences .
 Function resumes are unique in many way e.g ,
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 The skills sections takes most of the page and categorizes your professional
accomplishment according to the skills it demonstrates.
 Academic section is short.
3. Combination resume :
 It is a format that combines aspects of functional and chronological resumes.
 Both experience of academic works are given equally space.
 It is ideal for candidaters ,who have extensive experience or a highly
developed sets of skills.
4. Targeted resume :
 Such resumes is formatted when a specific position idea is in the mind.
 It clearly highlights the skills and experiences you have related to a position.
 How to write resume :
1. Pick a resume format with the sections you need
2. Always include contact information, work experience, and education
3. Use traditional headings for maximum compatibility
4. Include applicable skills directly from the job description
5. Replace basic job duties with impactful accomplishments
6. Don’t include an outdated objective statement or references section
7. Proofread and double-check what you’ve written
8. Save the resume as a DOCX file (preferred) or PDF.

 Tips to write a good Resume :

1. Mention the latest education qualification first and go backward in time.
2. List out your scholarships, awards, titles etc.
3. Mention your interests and strength’s.
4. Give all information under suitable headings.
5. Make biodata sheet attractive and balance its layout
6. Avoid handwritten additions to a typed sheet.
7. If you have held various kinds of jobs, you may state the responsibilities you
carried out.
8. Referenced may be added at the end.
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 preparing different resume for different jobs :
Preparing different resumes for different jobs is a strategic approach to tailor
your application materials to the specific requirements and preferences of each
job opportunity. Here are some steps to effectively create customized resumes for
different jobs:
1. Carefully read the job description and note the qualifications, skills, and
experiences required for the position. Pay attention to keywords and phrases
used in the job posting.
2. Identify the skills, experiences, and accomplishments from your background
that match the requirements of the job. Highlight those that are most relevant
to the specific role.
3. Create a master resume that includes all your experiences, skills, and
qualifications. Then, for each job application, customize your resume by
selectively including and emphasizing the most relevant information.
4. Tailor your resume objective or professional summary to align with the job
you're applying for. Highlight how your skills and experiences make you a
strong candidate for the specific position.
5. Prioritize and highlight relevant work experiences that demonstrate your
qualifications for the job. Include specific achievements and accomplishments
that are applicable to the role.
6. Showcase your relevant skills prominently in your resume. Use bullet points
to list specific skills and abilities that match the job requirements.
7. Ensure that your resume is well-organized, easy to read, and visually
appealing. Use a clean and professional format, and consider adjusting the
design elements to match the industry or company culture.
8. Before submitting your customized resume, thoroughly proofread it to check
for typos, grammatical errors, and formatting inconsistencies. Ensure that all
information is accurate and up-to-date.
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 Cover letter :
 A cover letter is a document sent along with resume or CV when applying for
a job.
 It acts a personal introduction and helps to sell your application.
 It gives you the chance to explain to an employee when you are the best
candidate for the job.
 How to write a cover letter :
 It must be written in briefly way.
 It must emphasize over suitability for the job.
 It must be broken down into the following parts.
1. First paragraph :
It must state why you are writing this letter.
2. Second paragraph :
 It highlights relevant experience and demonstrate how your skills match the
specific the specific requirement for the job.
 Also summarize any additional strength and explain how these could benefits
the company.
3. Third paragraph :
It covers why you are suitable for the job what attracts to this from work, this is
also a good opportunity to show of your knowledge of the company.
4. Last paragraph :
 Use this paragraph to round up your letter.
 Restate your interest in the role and indicate your desire for an interview.
 Method of address :
 Always address you letter directly to a person who will reading it.
 General greeting must be as;
 Dear sir! / Madam
 Hiring manager
 Dear human resource director
 Signing a cover letter :
 It depends upon the method of your address.
 If you include a named contract then you must sign up a “your sincerely”
 If you have a general address then write “your faithfully”
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 Format :
 Always format your cover letter properly.
 Use the same font and size as you use your CV
 Also use white paper.
 Also demonstrate why you are the perfect candidate.
 Include example , backup the evidence with examples you consider suitable
for the job.
 Close with a promise ; focusing on how much you want the job.
 Repeatedly cliche’d your phrase “Thank you for giving me the opportunity”
 Stay formal in closing salutation.
 Put a formal closing at the very end.
 Add your handwritten signature if needed, add words such as ;
 Thank you
 Best regard
 Kind regard
 Examples :
i. General cover letter
ii. Cover change cover letter
iii. Manager cover letter
iv. Teacher cover letter
v. IT cover letter
 Types of cover letter :
1. Job application letter :
This is written to apply for a specific job , this is sent with a resume or CV
2. Referral cover letter :
 It mentions this name a person who has referred you to a job.
 This can be a great way to gain an employer’s interest
3. Cold contact cover letter :
It has sent to a company that as not advertised opening.
4. Email cover letter :
 It is written to a company along with resume or CV through email.
5. Letter of interest :
It request job search advice and assistance.
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6. Networking :
This can be addressed to colleagues or to individual you have met in professional
conference.

 Describe the different letter formats. Illustrate clearly by means of

sketches.
 Letter format :
1. Full Block Form :
In a full block letter every line begins at the left margin. This is easier to type.
2. Modified Block Form :
Modified block form is used frequently in business. All parts except the date,
complimentary close and signature sections begin at the left margin. The date,
complimentary close and signature area may start at the horizontal center of the
page or to the right of center.
3. Modified Block form with Paragraph Indentations :
It is like the modified block form except that its paragraphs are indented. The
date complimentary close and signature area begin at the horizontal center of the
page.
4. ASM simplified form :
This form ahs been recommended by the Administrative Management Society of
USA as an important time saving step. Following are important features.
i. Full block style and open punctuation are used.
ii. Salutation and complimentary close are omitted, but to personalize reader’s
name is used at least in the first sentence.
iii. Subject line is typed in capital letters and the word “subject” is omitted.
iv. Signer’s name and business title are typed in capital letters.
1. Hanging or Inverted Paragraph Form :
This form is commonly used in sales and advertising letters. The key words are
“hanging” in the left margin at the start of each paragraph.
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 Conference :
A conference is a formal meeting where individuals gather to discuss a particular
topic or set of topics. Conferences can vary greatly in terms of scale, purpose,
duration, and format, but they generally involve presentations, discussions,
workshops, and networking opportunities.

 Briefly describe the types of conferences.

1. Informational Conference :
As the name implies the purpose of informational conference is to disseminate
some information to the participants of the conference. As such no discussions
are held during such types of conference. As the purpose is simply to give the
information, a larger number of participants during the meeting are also possible.
2. Suggested Solution Conference :
In such types of conferences a pre-decided solution is presented in front of the
participants so that approval or disapproval bout the solution could be obtained.
3. Problem Solving Conference :
This type of conference is called when the executive has no adequate solution to
suggest regarding a problem and he seeks solution from participants.

 What is a Problem Solving Conference? Explain its planning and

Procedure.
There are primarily three kinds of meetings of conferences.
Business Meetings is a form of Oral Communication. Problem-Solving
Conference is one of such meetings, Meetings which result in decision for action
is very common in business world. The problem is presented in such a meetings
to prepare a written report on it. The participant suggests solutions, discuss and
evaluate them, and arrive at a decision on which action is to be taken. Hence the
name is given ad the Problem-Solving Conference.
When the problem is of complex nature, the problem is given to the participant
who tries to solve it, for example if there is continuous unrest and labour and the
executives are unable to solve it, a meeting may be arranged to solve the problem
with the help of participants in the meeting.
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 Planning steps before problem solving conference .
1. Reviewing the Problem and Determine the Precise Purpose :
Before starting the conference the leader should have a clear-cut idea about the
central purpose of meeting. The problem might be decline in profit decrease in
market share etc. the problem should be reviewed in detail.
2. Deciding Who Should Participate :
In such a meeting, the participating have to play a very important role so, it has
to be decided very carefully who should participate: The participant may be
among managerial staff of the organization, specialist out side the organization
etc.
3. Arranging for Meeting Date, Time, Place :
The date, time and place should be arranged properly. While deciding these, one
should have knowledge about the strikes, holidays, weather etc. having decided
them, their information should be communicated properly to all participants.
4. Creating an Agenda :
It is desirable for the chairperson to send the agenda in advanced of a meeting
usually three questions are brought for the meeting:
i. Facts : Is something true or not.
ii. Value : Whether something desirable or undesirable.
iii. Policy : Should something be done or not to be done.
5. Distributary’s the Announcement :
An announcement should be distributed to the participant, It should have date,
time, place agenda (if any) purpose etc.
6. Checking n Physical Arrangement :
It should include.
i. Selecting the seating pattern.
ii. Determining what kind of material is needed in the room.
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iii. Making available the visual electronic visual aid.
 Procedure During the Meeting :
A problem-solving meeting can have the following procedure.
1. Beginning with an Opening Statement :
A neutral opening statement form the chairperson can get the session of a
positive note. This opening may be a statement of the problem, quotation,
purpose peer ode of meeting suggestion of issues etc.
2. Stimulating Discussion :
Involving all members in a discussion is central to leader responsibilities.
Asking question providing information using visual aid etc.
3. Understanding the role of participant :
There are several classifications of participants. The chairperson should know
them and treat them accordingly. There are some participants who are called
silent members, the chairperson should stimulate him to participate. There may
be some know all so they should be asked to justify their statement. There may
be some persons who go on talking. The leader must interrupt him at the pause
of her his speech.
4. Interpreting Date for Solution Evolution :
After all options are before the group, it is the time to evaluate. The leader
avoids imposing his own opinion but encourage consideration of advantage and
disadvantage.
5. Stating Major Conclusion and Plan of Action :
This step may be in the following way,
i. The major conclusion of the discussion should be summarized.
ii. Stating individuals who are responsible for specific action.
iii. Indicating by which time a task is to be completed.
iv. Extending thanks to the members for attending and completing the task.
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 Meetings :
A meeting is an event in which a group of people come together to discuss things
or make decisions. Meeting is a formal deliberative assembly of individuals
called to debate certain issues and problems, and to take decisions. Formal
meetings are held at definite times, at a definite place, and usually for a definite
duration to follow an agreed upon agenda. In a corporate setting, they are divided
into two main groups .
i. Organizational meeting :
normally a regular meeting involving stockholders (shareholders)
and management, such as a board meeting and annual general meeting (AGM).
ii. Operational meeting :
regular or ad hoc meeting involving management and employees, such
as a committee meeting, planning meeting, and sales meeting.
 Importance of meeting :
1. Conflicts are resolved :
Problems and issues are always evident within the team, and they can negatively
affect the way employees do their daily tasks. Properly managed meetings can be
a venue for team members to share their side of the story. Once a resolution is
reached, employees can apply it to other similar situations to avoid repeating the
problem.
2. Better decisions are made :
A good leader realizes that employees should be included in the decision-making
process. A major decision will not work unless company members understand
why it is being made. Through meetings, members can ask about issues
concerning the change and have them clarified.
3. Team members realize their importance :
Project goals are always discussed in meetings. As a team leader, you can explain
to your team members how their tasks contribute to the overall goal. When tasks
and goals are clear, employees are more motivated to work because they realize
their importance in the company.
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4. Time, effort, and money are well spent :
As decisions are made faster and employees are more engaged in their work,
important company resources are put to good use. You don’t have to conduct
more meetings just to resolve an issue or re-explain project goals. Managers can
help direct your team toward the right goal by conducting effective and clear
meetings. Set them up in conducive areas, like those offered by Connecticut
Business Centers.
 Strategies to conduct Effective Meetings :
To stay on track, consider the following strategies to make a meeting efficient
and effective meeting:
1. Send out the last meeting’s minutes one week before the next meeting.
2. Send out the agenda for the current meeting at least one week in advance.
3. Send out reminders for the meeting the day before and the day of the meeting.
4. Schedule the meeting in Outlook or a similar program so everyone receives a
reminder.
5. Start and end your meetings on time.
6. Make sure the participants know their role and requirements prior to the
meeting.
7. Make sure all participants know one another before discussion starts.
8. Formal communication styles and reference to the agenda can help reinforce
the time frame and tasks.
9. Follow Robert’s Rules of Order when applicable, or at least be familiar with
them.
10.Make sure notes taken at the meeting are legible and can be converted to
minutes for distribution later.
 Advantages of Meetings :
In the business organizations meetings are used for a variety of purpose. There
are some advantages of meeting which are stated below:
1. Democratic process :
Meeting is a democratic process of taking decision. None can blame
other for the decision because it is taken in presence of all the members.
2. Improve decision :
Improve decision can be taken through meeting. Because every matter
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is discussed pros and cons and nothing is left over unconsidered. Proverb
says ”Two heads
are better than one.”
3. Participative management :
Participative management can be materialized through
meeting. Al the departmental heads and supervisors may sit together for taking
decision.
4. Help in co-ordination :
Meeting can help for co-coordinating the work as a whole because
all the parties or members are presented in the meeting.
5. Covey information to a large gathering :
Meeting can convey information for all departments. Besides the presented
members exchange their views, idea, opinion and feeling at a large gathering.
6. Others :
Provide necessary information to a group of people, report on some incidents or
activities, create involvement and interest, formulate policies etc.
 Disadvantages of Meetings :
There are some limitations and disadvantages of meeting. These limitations and
disadvantages are discussed below:
1. Time-consuming :
Meeting takes much time to take decision. We know that to hold a
meeting is very time-consuming.
2. Costly :
It is too much expensive. Because the company has to decorate the conference
room, pay the T.A. and D. A. to the members, pay for cards etc.
3. Formalities :
There are many formalities to hold on a meeting. Agenda, minutes,
regulations are needed for a valid meeting.
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4. Difficult to control :
Sometimes it becomes very difficult for the speaker or chairman to
control over the meeting because proverb says, “Many men many minds.”

 Qualities of effective speaking :

Certainly! Effective speaking and creating a favorable impression during
meetings and conferences involve a combination of verbal and non-verbal
communication skills. Here are some key qualities and tips to enhance your
speaking skills:
1. Clarity and Enunciation :
 Speak clearly and articulate your words. Enunciate each syllable to ensure
that your message is easily understood.
 Practice pronunciation, especially for words that may be challenging.
2. Pronunciation :
 Pay attention to the correct pronunciation of words. If you are unsure about a
particular term, research and practice it beforehand.
 Be mindful of regional accents that might affect pronunciation and try to
adjust as needed.
3. Voice Modulation :
 Vary your pitch, tone, and pace to keep your audience engaged. Monotone
speech can be monotonous and less interesting.
 Use emphasis and pauses effectively to highlight key points.
4. Body language :
 Maintain good posture and make eye contact with your audience. This
conveys confidence and credibility.
 Use gestures appropriately to enhance your message. Avoid excessive or
distracting movements.
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5. Preparation :
 Familiarize yourself with the content of your presentation. This will boost
your confidence and help you speak more fluently.
 Anticipate potential questions and prepare thoughtful responses.
6. Engage the audience :
 Encourage interaction by asking questions or seeking opinions. This keeps
your audience actively involved.
 Use relatable examples or anecdotes to connect with your audience.
7. Confidence :
 Believe in yourself and your message. Confidence is contagious and will help
create a positive impression.
 Practice in front of a mirror or record yourself to identify areas for
improvement.
8. Time management :
 Stick to the allotted time for your presentation. Being concise and focused
demonstrates respect for your audience's time.
 Practice pacing to ensure that you cover all key points within the given time
frame.
9. Reception to feedback :
 Be open to constructive feedback. Learn from each speaking opportunity to
continually refine your skills.
 Reflect on your performance and make adjustments for future presentations.
 Business letter :
A business letter is a formal written communication exchanged between
individuals or organizations for business purposes. It serves as a professional
means of conveying information, making requests, providing updates, or
expressing opinions within the context of a business relationship.
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 Parts :
1. Letterhead :
Company’s letter head is ordinarily printed at the top of the sheet. It should
contain the name, address brief description and telephone number of the business.
When a printed letterhead is not used, the address of the writer is typewritten on
the right-hand corner at the top of the sheet.
2. Date :
The date should be placed a few spaces below the letterhead, beginning half way
across the page or further to the right of the following correct styles of writing
down dates, the Americal sytel, is more popular.
 American Style : August 22,
 1988 English Style : 22nd August,
3. Inside Address :
The inside address consists of the name and address of the addressee. It is placed
a few spaces below the date on the left-hand side. The name of an individual is
preceded by a title of respect (Mr., Mrs., Dr., Professor etc.)
4. Salutation :
The salutation is a friendly greeting placed on the second line below the inside
address. It is generally followed by a colon (:) The following salutations are
generally used in business letters. For individuals: Dear Sir, Dear Madam,
Gentlemen, Ladies, etc.
5. Body :
The body of the letter contains the message. It is generally single spaced, with
double spacing between paragraphs. When the body of a letter is two or more
pages, each page – except the first one should be headed by addressee’s name,
page number and date as follows :
Mr. Riaz Agha – 2 – October, 10, 1988.
6. Complimentary Close :
The complimentary close should begin two spaces below the last line of the body
of the letter and half way across the page. It is followed by a comma (,). The
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most frequently used forms of complimentary close are “Very Truly Yours”.
“Sincerely Yours”, “Cordially”, “Respectfully” is too formal to suit a business
letter.
7. Signature :
The signature consists of signature, name and / or designation of the writer. The
name of the company should also be written while signing on a sheet without
letterhead.
8. Initials :
The initials of the typist / secretary should appear below the signature on the left-
hand side of the sheet.
 Types :
1. Personal letters :
These being letters to friends and family, express emotions or give news in an
informal manner. They are often handwritten and have little restriction of style
and format. Sometimes one uses a card with a printed message or greeting and
adds something of one’s own.
2. Social letters :
these are in the form of invitations (to a wedding, a dinner, etc.) and follow a
certain format, sometimes with ample use of the imagination. Death notices are
also sent in a standardized format.
3. Official letter :
They originate from government offices, corporations etc. and move within the
narrow restrictions of law. Hence they sound very formal. A distinct and limited
vocabulary is used in such letters.
4. Business letters :
These are letters from business houses to their customers or other business
houses or to statutory bodies; they are also from individuals to business houses.
The aim of these letters is to increase one’s business prospects, and hence tact
and persuasive power is used in writing them.
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 Job application letter :
A job application letter should be organized like sales letter, because it intends to
sell the writer’s services to the reader. The immediate purpose of a job letter is to
secure an interview and the final goal is to get employment.
 Functions of Job Letters :
1. Attracting Attention:
Attracting attention of the employer through appropriate stationery, neat typing,
proper layout, paragraphing, etc. further, the opening should not be stereotyped.
2. Creating Desire :
Creating desire to engage the applicant by describing required qualifications,
interest in the job and environment, and personal favorable circumstance.
Because employers prefer those candidates who have the required qualifications,
interest and favorable circumstances.
3. Convincing the Employer :
Convincing the employer by giving specific details of qualifications and
experience, names of references, and results of aptitude and intelligence tests
previously taken. Further, enclosed certificates, recommendation letters from
former employers, teachers, etc. and simples of work, e.g. translations,
poetry, paintings, etc., may also convince the employer.
4. Stimulating Action :
Stimulating action by making courteous, graceful and confident request for
interview that may lead to the ultimate goal of the job letter – the employment.
 Considerations of Writing Effective Job Letters :
1. Using appropriate stationery.
2. Neat typing with proper layout.
3. Describing qualifications, experience interest, etc.
4. Avoiding stereotyped opening.
5. Being specific, definite, courteous and graceful.
6. Giving names of references.
7. Mentioning the results of aptitude and intelligence tests previously taken.
8. Making request for interview.
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9. Explaining reasons for leaving the previous job or for being unemployed, if
necessary.
10.Enclosing copies of the certificates and recommendation letters.

 The psychology of effective communication :

Communication is an intrinsic element of our existence as humans. It forms the
bedrock of how we connect with one another, convey our thoughts, express our
emotions, and forge relationships. Delving into the fascinating world of
communication psychology is not only captivating but also pivotal for effective
interactions. In this piece, we embark on an exploration of the intricate realm of
communication psychology, unraveling the dynamics that shape our day-to-day
exchanges.
 Principle of effective communication :
Here are some key principles underlying effective communication:
1. Clarity :
Clear communication ensures that your message is easily understood by the
intended audience. Use simple language, avoid jargon, and organize your
thoughts logically.
 Example :
In a professional setting, a manager needs to clearly communicate project
expectations to team members. Instead of vague instructions like "finish the
report by next week," they should provide specific guidelines, such as "complete
the report by Friday, ensuring it includes an executive summary, analysis of
findings, and recommendations."
2. Active listening :
Effective communication involves not only speaking clearly but also listening
attentively. Pay attention to verbal and nonverbal cues, show empathy, and
provide feedback to demonstrate understanding.
 Example :
In a counseling session, a therapist actively listens to a client's concerns,
paraphrases their statements to confirm understanding, and offers supportive
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responses. Through active listening, the therapist creates a safe and trusting
environment for the client to express themselves.
3. Empathy :
Understanding the perspective of the other person fosters trust and rapport.
Empathetic communication involves recognizing and validating the emotions of
others, which enhances connection and cooperation.
 Example :
In a customer service role, an employee demonstrates empathy by
acknowledging a customer's frustration with a product issue, expressing
understanding of their inconvenience, and offering a solution or compensation.
This empathetic response reassures the customer and strengthens their
relationship with the company.
4. Non verbal communication :
Body language, facial expressions, tone of voice, and gestures convey a
significant amount of information in communication. Being aware of and
effectively utilizing nonverbal cues can enhance the clarity and impact of your
message.
 Example :
During a job interview, a candidate maintains eye contact, sits upright, and
smiles warmly to convey confidence and professionalism. Their nonverbal cues
complement their verbal responses, leaving a positive impression on the
interviewer.
5. Respect :
Respectful communication acknowledges the dignity and autonomy of others.
Avoiding condescension, sarcasm, or dismissiveness fosters an environment of
mutual respect and encourages open dialogue.
 Example :
In a team meeting, members listen attentively to each other's ideas, avoid
interrupting or dismissing contributions, and show appreciation for diverse
perspectives. By demonstrating respect, team members create an inclusive and
collaborative atmosphere conducive to effective communication and problem-
solving.
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6. Conciseness :
Brevity is key in effective communication, especially in contexts where attention
spans may be limited. Focus on conveying your message succinctly without
sacrificing clarity or important details.
 Example :
During a presentation, a speaker should avoid rambling and focus on delivering
key points concisely. Instead of providing excessive background information,
they should prioritize essential details and maintain the audience's attention.
7. Feedback :
Providing constructive feedback is essential for growth and improvement in
communication. Offer specific, actionable feedback, focusing on behaviors rather
than personal characteristics, and be open to receiving feedback yourself.
 Example :
After a presentation, an audience member offers feedback to the speaker,
highlighting strengths such as clarity of explanation and engaging delivery, as
well as areas for improvement, such as pacing or visual aids. The speaker uses
this feedback to refine their communication skills and enhance future
presentations.
 Human behavior :
Understanding human behavior, especially in the context of promoting goodwill
and stimulating desire, involves drawing from various psychological principles
and theories. Here are some key aspects to consider:
1. Social influence :
Humans are highly influenced by social factors, including norms, peer pressure,
and social proof. Leveraging social influence can promote goodwill by
highlighting positive social behaviors and encouraging individuals to conform to
desirable norms.
2. Emotional appeal :
Emotions play a significant role in decision-making and behavior. Utilizing
emotional appeal, such as empathy, humor, or inspiration, can evoke positive
feelings and foster goodwill towards a person, product, or cause.
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3. Reciprocity :
The principle of reciprocity suggests that people tend to feel obligated to repay
favors or acts of kindness. By initiating acts of goodwill or offering value upfront,
individuals can stimulate reciprocity and foster positive relationships.
4. Understanding motivation :
To stimulate desire, it's crucial to understand the underlying motivations driving
human behavior. These motivations may include basic needs (such as food,
shelter, and safety), social belongingness, esteem, autonomy, and self-
actualization, as proposed by Maslow's hierarchy of needs.
5. Behavioral conditioning :
Behavioral psychology principles, such as classical and operant conditioning, can
be employed to promote desired behaviors and associations. By pairing positive
stimuli with desired actions or outcomes, individuals can reinforce those
behaviors and stimulate desire.
6. Cognitive biases :
Cognitive biases influence how individuals perceive and interpret information,
often leading to predictable patterns of decision-making. By understanding
common biases such as confirmation bias, anchoring bias, and social proof,
individuals can craft messages and experiences that resonate with cognitive
processes and stimulate desire.
7. Authenticity :
Building trust and authenticity is essential for promoting goodwill and
stimulating desire. Transparent communication, consistent behavior, and genuine
intentions contribute to trustworthiness and credibility.
 What is presentation and how to organize a presentation ?
A presentation is a method of communicating information to an audience,
typically through spoken words accompanied by visual aids such as slides,
images, or videos. Presentations can serve various purposes, including informing,
persuading, or entertaining an audience.
 Organizing a presentation involves several key steps to ensure clarity,
engagement, and effectiveness:
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1. Define your objective :
Clearly articulate the purpose of your presentation. Are you informing the
audience about a topic, persuading them to take a specific action, or entertaining
them? Understanding your objective will guide the content and structure of your
presentation.
2. Know your audience :
Consider the demographics, interests, knowledge level, and expectations of your
audience. Tailor your content and delivery style to resonate with the audience
and address their needs and interests.
3. Create visual aids :
Develop visual aids such as slides, charts, graphs, or videos to complement your
verbal presentation. Ensure that visual elements are clear, relevant, and visually
appealing. Use visuals to illustrate key points, enhance understanding, and
maintain audience interest.
4. Practice delivery :
Rehearse your presentation multiple times to familiarize yourself with the
content and delivery. Pay attention to pacing, tone of voice, body language, and
gestures. Practice using visual aids effectively and manage your time wisely.
5. Engage your audience :
Encourage audience participation and interaction to keep them engaged
throughout the presentation. Use techniques such as asking questions, eliciting
feedback, or incorporating interactive activities.
6. Manage time effective :
Respect the allotted time for your presentation and allocate time appropriately to
each section. Practice time management techniques to ensure that you cover all
key points within the allocated time frame.
7. Seek feedback :
After delivering your presentation, solicit feedback from peers, colleagues, or the
audience. Reflect on areas of strength and areas for improvement to enhance your
presentation skills.
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 Types of presentation :
In business communication, various types of presentations are commonly used to
convey information, persuade stakeholders, and facilitate decision-making. Here
are some of the key types of presentations in business communication:
1. Informative presentation :
These presentations are helpful in teaching, demonstrating or instructing the
audience on a specific topic or process. Such presentations can be given while
conveying office policies, rules and norms of the organization to the employees.
This may cover:

 Press Conference
 Seminars, Classroom instruction
2. Persuasive presentation :

Such presentations aim at inducing the audience to agree to a certain belief or

action. Sales presentations are one of the classic examples of it. In sales
presentations, an attempt is made to persuade the company’s top management, so
that they could accept the idea.
3. Motivational presentation :
These presentations aim at reassuring the audience. Examples of such
presentations may include:

 Motivational public speaking

 Presentation to encourage team members to adopt new ideas.
4. Sales presentation :

 Sales presentations are designed to showcase products or services, highlight

features and benefits, and persuade potential customers to make a purchase.
 Example : A sales representative delivering a presentation to a client,
demonstrating the features and advantages of a new software product and its
potential impact on the client's business.
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5. Pitch presentation :

 Pitch presentations are delivered to investors, stakeholders, or potential

partners to solicit funding, support, or collaboration for a business idea or
project.
 Example : A startup founder delivering a pitch presentation to venture
capitalists, outlining the company's business model, market opportunity,
competitive advantage, and growth projections
6. Training and development presentation :

 These presentations are intended to educate employees, partners, or clients on

specific topics, processes, or skills.
 A training workshop on effective project management techniques, where team
members learn about project planning, scheduling, and risk management
strategies.
 discuss verbal communication in detail :
Verbal communication is the process of sharing information, thoughts, and
feelings through spoken words. It is a fundamental aspect of human interaction
and plays a crucial role in personal, professional, and social contexts. Here's a
detailed discussion on verbal communication:
 Components of verbal communication :
1. Word :
Verbal communication primarily involves the use of words to convey messages.
Choosing the right words and constructing sentences effectively is essential for
clear communication.
2. Tone :
The tone of voice, including pitch, volume, pace, and intonation, conveys
additional meaning beyond the literal words spoken. Tone can indicate emotions,
attitudes, emphasis, or urgency.
3. Clarity :
Clear pronunciation, articulation, and enunciation contribute to the clarity of
verbal communication. Avoiding mumbling, stuttering, or speaking too quickly
enhances understanding.
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4. Language :
Verbal communication relies on shared language and understanding between the
speaker and the listener. It may involve the use of formal or informal language,
as well as idiomatic expressions or specialized terminology depending on the
context and audience.
 Barriers of effective verbal communication :
1. Language barrier :
Differences in language proficiency, vocabulary, accents, or dialects may hinder
understanding between speakers of different linguistic backgrounds.
2. Noise :
Environmental factors such as background noise, distractions, or poor acoustics
can interfere with the clarity of verbal communication.
3. Misinterpretation :
Ambiguity, vagueness, or misinterpretation of words or tone can lead to
misunderstandings or miscommunication.
4. Cultural differences :
Varied cultural norms, values, and communication styles may impact how verbal
messages are perceived and interpreted across cultures.
5. Emotional berries :
Strong emotions such as anger, fear, or anxiety can distort verbal communication,
leading to defensive reactions or emotional escalation.
 Strategies fro effective verbal communication :
1. Be clear and concise :
Use clear and straightforward language to convey your message without
unnecessary complexity or ambiguity.
2. Active listening :
Pay attention to the speaker, show empathy, and ask clarifying questions to
demonstrate understanding and encourage open communication.
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3. Adapt the audience :
Tailor your language, tone, and message to suit the preferences, knowledge level,
and cultural background of the audience.
4. Practice empathy :
Consider the perspectives, feelings, and needs of the listener when
communicating, and strive to communicate with empathy and sensitivity.
5. Seek feedback :
Encourage feedback from others to assess the effectiveness of your
communication and identify areas for improvement.
 Verbal versus non verbal communication :
Communication is not confined to mere words. In truth, a significant portion of
our communication takes place through non-verbal channels. Body language,
facial expressions, tone of voice, and gestures can often convey emotions and
intentions more powerfully than words alone. The renowned communication
researcher, Albert Mehrabian, posited that a mere 7% of a message is conveyed
through words, while a substantial 38% is attributed to tone of voice, and a
whopping 55% stems from non-verbal cues. This underscores the significance of
comprehending and managing these non-verbal facets of communication.
 Obstacles of communication :
To ensure successful communication, it is imperative to identify and surmount
the hurdles that may obstruct the process. These barriers can be physical,
psychological, or emotional. Common impediments encompass:
1. Noise :
Physical disruptions, such as disruptive background noise, can muddle clear
communication.
2. Preconceived notions :
Our preexisting beliefs and biases can color our perception and interpretation of
incoming messages.
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3. Emotional state :
Intense emotions, like anger or fear, can skew our ability to communicate
effectively.
4. Cultural difference :
Diverse cultural backgrounds can lead to varying interpretations of the same
message.
5. Language barrier :
Disparities in language and vocabulary can result in misunderstandings.
 The Significance of Listening :
Listening is a pivotal facet of communication, albeit frequently underrated.
Active listening goes beyond mere auditory reception; it encompasses
understanding the emotions, intentions, and underlying messages. It demands
undivided attention and empathy. True listening validates the speaker and forges
a deeper connection. It is not simply waiting for your turn to speak; it is an active
process of understanding and empathizing.
 The Power of Empathy :
Empathy, the ability to comprehend and share another's feelings, is a cornerstone
of effective communication. When we empathize with others, we demonstrate
our concern for their emotions and perspectives. This not only facilitates
smoother communication but also strengthens relationships. Empathy is a skill
that can be honed through practice.
 Conflict Resolution and Communication :
Conflict is an inherent part of human interaction. However, effective
communication plays a pivotal role in conflict resolution. It entails active
listening, empathy, and the use of "I" statements to express feelings and needs
without casting blame. By directing attention to the issue rather than the
individual, conflicts can often be amicably resolved.