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Managerial Communication (MC)

Whydo individuals need to
communicate with each other ?

Whatis Managerial
Communication ?

Waysof Managerial
Communication

........now the question arises???

Source:

1. Business Communication- Meenakshi Raman & Prakash Singh

2. Effective Business Communication

3. Herta A Murphy, Herbert & Jane Thomas

4. Business Communication Strategies- Monipally

5.
6. Business Communication- Lesikar
7.
Communication - Definitions

 Derived from the Latin word “Communis” which means

common.
 It involves transfer, meaning and information.
 Communication is thus defined as a process by which
people seek to share meaning via the transmission of
symbolic messages.
 It is the transfer of information from one person to another
person. It is a way of reaching others by transmitting ideas,
facts, thoughts, feelings and values (Newstrom and Davis).
 Importance of Managerial
Communication at Workplace
 for exchange of ideas amongst employees within the
organization
 to achieve targets within the desired time frame
 to reduce duplicity of work
 to understand and address their grievances and problems of
team
 helps managers set goals and targets for themselves and
organization
 plays a crucial role at the times of crisis

 So it will build and maintains relationships,

facilitates innovation, builds an effective
team, contributes to growth of the company,
ensures transparency etc. 
 Real incident of Reader’s Digest (None-Nun)
Communication as coding and decoding.
“Momma, can you make some roundies?”

“Car broken down; please send mechanic”

So whether you make your ideas and intention clear to others depends on
whether you share a common code, generally language.

Roots of Misunderstanding
• Even when code is well understood
• Culprit is noise (distraction or disturbance that affects transmission of message )
• Applicable in all forms of communication
• If writer spells (Iron-ion, steel-steal)
• Pronunciation (zip-sip)
 The Hide and seek game
 If the manager says to his employee...

“Pankaj, the door is open”

It can be interpreted in different ways

“Pankaj, the door is open”
Please come in.
Please don’t do it.
Let’s go in.
Please close the door
Why did’t you close the door?
Speak softly ;someone might
hear what are you saying
The maid has been careless
again.
“Pankaj, please close the door”
Characteristics of
Communication
Subject matter
Involvement of two parties
Element of understanding
Cross Cultural
Jargon - specialized language: Due diligence,
ESOP
Professionalism
Purpose
Functions of Communication
 Information
 Communication helps in decision making and problem solving.
 Control
 Control refers to the power to influence people’s behavior.
Employees are required to comply with company policies &
procedures.
 Motivation
 Motivation refers to the fostering of motivational spirit among
the employees. Effective communication is needed in setting
and defining clear goals & achieving them.
 Emotional Expression

- It relates to the function of communication in expressing the

feelings and emotions of employees under various
circumstances.
 Forms of Communication
Advertisements Annual General
Memos Meetings
Letters Meetings
Declarations Publications
Press
Releases Researched Articles
Campaigns for Journal
Addressing to the
Public at Large
Manuals and Notices
A communication model/Process
 Six Components of communication
process

Context
Sender-Encoder
Message
Medium
Receiver-Decoder
Feedback
 Context

 Every message, whether oral or written, begins with context.

 It is a broad field that includes country, culture, organization,

internal and external stimulus.

 Every country, culture and organization has its own

conventions for processing and communicating information.

 This aspect of context is the playing field on which you must

plan, design and communicate your message successfully.

 External stimulus is one which prompt you to send a

message. The sources of prompt may be a letter, memo, e-
mail, fax, telephone, a meeting etc.

 Internal stimulus influence how you translate ideas into a

message. Your own view of the world affects the choices you
Sender-Encoder
A person who send a message is known as
“Encoder”

An encoder sends a message using symbols,

words, graphics etc. and create the desired
response.

Encoder needs to select symbols which convey

message to a receiver in best way with an
effective message channel among the oral and
written media.
Message
 Itis the core idea that one wants to communicate
and it contains both – verbal and non-verbal
symbols.

A communicator’s first task is to decide exactly

what the message is and what other information to
include.

 Communicator must consider context and reaction

of receiver and how it may affect relationship of
both parties.
 Medium (Print, electronic, sound)

A medium can be oral or written.

The choice of medium is influenced by the

relationship between the sender and receiver and
urgency of message.

The written channel is preferred when the message is

long, technical or formal in nature.

The oral channel is effective when the message is

urgent or personal and when immediate feedback is
needed.
Characteristics of Oral and Written Media:

Oral Written
Immediate feedback Delayed feedback
Shorter sentences & words Longer sentences & words
Conversational More formal
Focus on interpersonal relations Focus on content
Prompt action Delayed action
Less detail technical information More detailed technical info.
More personal pronouns Fewer personal pronouns
More colloquial language More complex constructions
Simpler constructions Possibility of review
More imperative, interrogative, Useful for permanent record and
and exclamatory sentences detailed documentation
Receiver-Decoder

 The receiver of the message - either a reader or a listener – is

also known as decoder.

 The receiver-decoder is influenced by the context and by the

external and internal stimuli.

 The receiver decode the whole message – the verbal and non-
verbal contents of the message.

 Certain factors affect are perception, attitude, skill of receiver.

 Personal biases and individual values cause the receiver to

misinterpret the senders intended message.
Feedback

 Feedback can be oral or written.

 The receivers’ response to a message depends on the

meaning that is communicated through the message.

 Senders need feedback in order to determine the success

or failure of the communication.

 “Silence”
  Main categories of business
communication

 Organization is a group of people associated for business and it

can not function without communication.

 It’s activities require human beings to interact, react and exchange

information, ideas, plans, rules, proposals and decisions.

 Communication is the “lifeblood” of every organization which is

used in many ways such as;

 A) Internal-Operational Communication
 B) External-Operational Communication
 A) Internal-Operational Communication

 Communication done in conducting work within the business

mostly through computer networks.

 It includes discussion by senior management to set goals and

processes of business,

 orders and instruction given by supervisor to workers,

 oral exchanges among workers about work,

 reports that are prepared by workers/employee relating to

sales, production, inventories, finance, maintenance and so on.

 email messages written…

 B) External-Operational Communication:

 It is the transmission of information between a business and groups outside

the company‘s external environment.

Examples of these people and entities include existing customers, potential

customers, suppliers, service companies, government agencies, shareholders,
and society at large.

 Messages to persons outside the company can have far-reaching effect on its
reputation and success.

 The messages include advertising, descriptive brochures, letter, proposal,

report, telephone call, point of purchase display material at point of
purchase or personal conversation can win back a dissatisfied customer.

 It enhances public image.

 Personal Communication:

 Non business related exchanges of information and feelings among

people. It helps to sustain relationships.

 It has significant effect on success of business operational plans.

 The kind of personal communication allowed and encouraged in

the company affect the attitudes the attitude of employees.

 Attitudes in turn affect their productivity, so managers need to

cultivate a balance.

 It inevitable aspect that need to be wisely undertaken.

Grapevine – Also known as
Informal Communication. They
are of four types viz. Single
strand, gossip, probability and
cluster

Rumours – Communicated
without any standard of evidence
being present. Depends upon the
ambiguity and interest in a
Cost of Communication:

- Cost of communication can be measured in terms of time and

money.

- As thousands of hours are devoted to interviews, conferences,

reports, advertising, ordering etc.

- Late or ineffective communication may cause loss of customers

and firm’s goodwill.

- Poor messages require several additional messages and it increases

cost.
Benefits of Effective Communication
 A Valuable job requirement:

 Communication is a primary responsibility in many

careers, such as marketing, sales, public relations, human
resources, customer relations, financial services, and
teaching.

A progress at job will be strongly influenced by how

effectively you communicate your knowledge, proposals
and ideas to others who need or should receive them.
 An essential for promotion:

 The
prime requisite of a promotion in job is “ability to
communicate”

 Managers
spend 60 to 90 percent of their working days
communicating – speaking, writing, and listening.

 Many people rate communication as one of the most

important aspects of business leadership.
Other Benefits:
 Enhanced professional image
 Increased productivity
 Stronger decision making
 Quick problem solving
 Healthy business relationship
 Improved customer relations
 Increased awareness among employees
 Less misunderstanding
 Better quality of documents
 Upward
Communicati
Formal on
Networks
Downward
Communicati
on

Horizontal
Communicati
on
Communicati
on Networks Diagonal
of Communicati
organization: on

Informal
Grapevine
Networks
 One way and
two way
communicati
on

Interpersonal
Verbal and
and
Forms of Non-verbal
Intrapersonal
communicatio Communication communicati
on
n

Formal and
Informal
communicatio
n
1.One way and two way communication

 One way communication is characterized by absence of

feedback form the receiver to the sender.
 The role of sender and receiver are isolated, not
interdependent.
 The sender conveys the message and the receiver has to
make put the meaning on his own. E.g.- The newsreader on
TV or radio

 Two way communication involves active feedback from

the receiver to the sender to ensure that the receiver has
understood the same message as conveyed by sender.
 This form is more interactive and allows better mutual
understanding.
2.Verbal and Non-verbal
communication
 Verbal communication is communication through
spoken or written words.
 It may be face to face, or by telephone or by video
conferencing system.
 It can take the forms of letters, memos, reports etc.

 Non-verbal communication means transmission of

meaning other than oral or written words.
 It can be through facial expression, body postures,
eye contacts, clothing, silence etc.
 3.Formal and Informal
communication
 Formal communication is communication structured on the
basis of hierarchy, authority and accountability.
 This is designed to ensure uniformity in dissemination of
information and to ensure accountability. It may be downward,
upward or horizontal.
 Departmental meeting, conferences, circulars, interviews etc.

 Informal communication is relatively less structured and

spontaneous communication arising out of day to day routine
and meetings among peers.
 For example, conversations at lunch or tea breaks, talks at
social gathering.
4.Interpersonal and Intrapersonal communication

 Interpersonal communication is communication among

two or more persons.
 Intrapersonal communication is internal dialogue
occurring within the mind of an individual.
 It may be clear or confused, depending upon the individual’s
state of mind.
 To convey a message in effective way with desired effect, it
is essential that intrapersonal communication should be
clear.
 An individual’s mind should be silent and still and the
individual should be more aware, alert and alive to know
the depth of message occurring in his clear conscious and
unconscious mind.
 Verbal and Non Verbal
Communication
 Verbal communication:
 Communication is made either orally or in written form by sender
to receiver.
The basis of communication is the interaction
between people.  Verbal communication is one way
for people to communicate face-to-face.  Some of
the key components of verbal communication are
sound, words, speaking, and language. 

 It can be divided into two sets;

1. Oral communication
2. Written communication
1. Oral Communication:
 Oral communication is vital for any business, social or
political organization.
 It occurs through speech either face to face or through any
electronic device.

 Principles of oral communication;

a) Pronunciation: correct and clear

b) Self confidence: requires knowledge of subject
c) Concise and Complete message
d) Logical sequence
e) Natural voice: Pleasing and clear
f) Tone
 Medias for Oral Communication:
1. Face to Face: Communication between two or more
person.

2. Teleconferencing: It is used when two or more

persons are thousands of miles away from one another.
Can see and hear each other.

3. Telephone: over the phone

4. Voice Mail: The electronic message system of voice

mail is used when the receiver is not available on first
or more attempts. It allows the sender to leave the
message with the receiver who will pick it up later on.
2. Written communication:

 Written communication includes written

words, graphs, charts, reports, diagrams,
pictures etc.
 Letters, memos, bulletins, reports.
 Written communication requires use of human
memory, imaginative power, ability to observe
and think, mastery over language and ability to
write.
Medias for Written
communication:
1. Fax:
- It is the useful media for transmission of written
material. It is connected with telephone both at
transmitting and receiving end.
2. E-Mail:
- It transmits the written message through
computers connected on network.
Non Verbal
Communication
Non Verbal
Communication
Non verbal communication is communication
without the use of written or spoken words, like
body movements, voice patterns, time, touch
etc.

The types of Non verbal communication;

1. Kinesics
2. Proxemics
3. Paralanguage
4. Physical Context
 Types of Non verbal
communication
1. Kinesics:

 It is the study of body movements to judge inner

state of emotions expressed through different parts
of the body.
a) Facial expressions and eyes
b) Gestures
c) Postures
d) Physical context (Appearance)
a) Facial expression and eyes:
 Facial expression can show happiness, anger, frustration,
arrogance, shyness, sadness.
 Some people have poker face which don’t show any
variation their emotions fluctuate.
b) Gestures:
 It is the physical movement of body parts like arms, legs and
head.
 For example, The circle formed with the help of thumb and
the index finger, suggests ‘ok’ in the US and ‘nothing’ in
France.
c) Posture:
 Our posture and body shape affect our thinking process and
give us an idea about the attitude of person.
 It indicates confidence, fear, aggressiveness, rejection,
anxiety etc.
d) Physical Appearance:

 Our appearance manifested through clothing,

jewellery, cosmetics etc. indicates a lot about
our inner state of emotions in oral messages.

 The format, neatness and language of a written

message sends a non verbal message to reader.
2. Proxemics:

 It is the study of how one use space around to

communicate the message.
 Proxemics is the ‘personal space language’

Four types of space:

 Intimate- only family members and close friends etc.
Either silence or most whispered words used.
 Personal- Conversation with peers, friends etc. It is
spontaneous and unprogrammed.
 Social- Used for formal and official relationship. It is
suitable for business dealings.
 Public- It indicates detachment and impartiality and
suitable for public meetings.
3. Paralanguage:

 Paralanguage involves the study of voice

quality, volume, speech rate and the manner
of speaking beyond the said words.

 It concentrates on “how” of speaker’s voice

rather than “what” of the words.

 A study of vocalisations gives idea about

speaker’s social standing and personality.
4. Physical Context:

 The physical context like room design,

furniture, decorations, colour etc. conveys a lot.

 Layout and design of building

 Colours demonstrate positive as well as negative

feelings.
Role of Non-verbal
communication
Powerful tool to connect with people.

It improves relationships by helping a person to

read other one accurately.

Itcreate trust and transparency in relationship by

sending signals matching with words. E.g.-
understanding the matter, care etc.
 Repetition: It can repeat the message what has been said
verbally.

 Contradiction: They can contradict a message, the

individual is trying to convey.

 Substitution: They can substitute for a verbal message.

 Complementing: They may add or complement a verbal

message.

 Accenting: They may accent or underline a message.

Barriers to Effective
Communication
 Communication
Barriers

Semant Physical
ic Barriers
Barriers Personal
Organization Barriers
al Barriers
Emotional or
Psychological Barriers
Cultural Socio-
Barriers Psychologi
cal Barriers
 1. Semantic Barriers
 Barriers which arise in the process of encoding & decoding the
messages are known as Semantic Barriers.

a) Different Language: As Company grow diversity of employs

will be their in the organization.

b) Different context for Words and symbols: Words have

different meaning for different context in which it has been used.

c) Pictures: Pictures should be supported with proper sentences or

with sufficient explanation.

d) Actions: Your gesture, posture, Body Language & they play

important role in communication.

e) Poor Vocabulary: Clear & Precise words should be used and

their appropriate alternatives should be known..
2. Emotional/Psychological
Barriers:
Arises due to the differences in Attitudes, Emotion, Values.

a) Loss in Transmission & Retentions: as passes from

different people in organization so accuracy level might
decrease.

b) Distrust of Communicator: Less Competences from

receiver side demotivate and create distrust in
communicator. Ex: Subordinate.

c) Failure to Communicate: Laziness of supervisor to

communicate & have perception that everyone has got the
message.

d) Inattention of Receiver:
3. Physical Barriers:
 Noise: Noise will reduce clarity & effectiveness of
communication. For example, loud noise of speaker playing
outside, noise due to machines in factory.
 Improper Timing for Communication: It hinders the
process of communication. For example, Call @ Mid Night,
even though there is no urgency, order placed at closing hour
to execute urgently.
 Distance: Long Distance between sender & receiver. For
example, Telecommunication carried out between different
geographical area, improper channel used for import export
transaction.
Inadequate or overload of
information:
 Inadequate information fall short to
convey the message.
 Overloaded information distracts
thelistener’s/reader’s attention.
 Information should be adequate.
4. Organizational Barriers:
Arise due to complex Organization Structure.

a) Organizational Policy: Describe rules & regulation. If it is not clearly

defined than it will mislead the organizational efforts.

b) Structure of organization: as organization structure increases, chances

of delay & distortion of message increases.

c) Organizational Rules & Regulation: strict rules & regulation for

communication might get delay in reaching to the receiver. It may happen
that important messages omit or manipulated.

This leads to the discouragement of efforts of employees.

d) Hierarchical relationship: Restrict the free flow of communication,

upward communication is intentionally distorted.

e) Lack of Facilities to carry communication in the organization:

 5. Cultural Barriers:
Cultural differences always cause communication
problems.

 Same category of words, phrases, color

means different things to people of different
countries / cultural backgrounds.

 Ex: In western countries, Black Color is

associated with Death,
while in India & in far East white color is
associated with death.
6. Personal/Psychological Barriers:
Communication take place between 2 peoples, so personal
factors have hindrance on communication process.

a) Barriers From Superior: they are linkage between

Management & Employees.
 Attitude of Superior: Negative attitude will not allow
free flow of information in organization and sometime
they do it intentionally.
 Employees attitude towards subordinates ability &
competences
 Ignoring the Juniors
 Fear of Losing the authority due to less
competencies
b) Barriers From Subordinates: Factors like
Attitude, Lack of Time etc. adversely affect the
subordinates participation in communication process.
 Unwillingness to Communicate
 Lack of Proper Encouragement / Incentives

C) Poor Listening: Most people just hear, but not

listen attentively.

They listen only selectively and only “Desired Part” &

ignoring the “Undesired part” of the message.

d) Egotism: Self – Centeredness attitude of people,

their own ideas are more important than others &
have perception that others are poor listeners.
e) Emotion: Might be Positive – Love, Affection & leads to
smoothness

Negative – Anger, Anxiety & leads to obstruction in

communication process. Can not think rationally and transmit
negativity to others. They can not receive message as it is.

f) Selective Perception: Sensor of human being select

or understand few messages, symbols based on our
experience & background.

We do not see the reality, as it is. But, interpret what we

see and call it reality.
STEPS IN AVOIDING COMM. BARRIE
Consider the recipients of your
message

Choose the Right Media to

Communicate

Follow up your verbal message

with a written communication

Decide who can communicate with

whom
STRATEGIES FOR IMPROVING COMMUNICATION
 Follow a Participative Approach: Taking stakeholders into
confidence during decision-making will strengthen their faith in
the organization & leave no room for miscommunication.
 Form multiple channels & ensure their effective use
 Encourage the practices of communication: Do not
hold back any communication or discourage discussions.

The important rule is: Listen to your people, and allow them to
talk.
 Encourage Two – Way Communication
 Selection of effective communication channels
 Use simple language to communicate
7 Cs of Effective
communication
Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness
 1. Completeness
◦ A business message is complete when it contains all facts the
reader or listener needs for the reaction the sender desires.
◦ The sender and receiver differ in their mental filters, they are
influenced by their background, viewpoints, needs,
experience, attitudes and emotions.

◦ Completeness offers 4 important benefits:

 Brings the desired result without the expense of additional
messages.
 Builds goodwill as it shows concern for others.
 Avoids misunderstanding and hence averts costly lawsuits.
 Inconsequential communications can be surprisingly
important if they are complete.
 In order to make the message complete, use following
guidelines:

◦ Provide All Necessary Information

◦ Answer All Questions Asked
◦ Give Something Extra, When Desirable
 Provide All Necessary Information
◦ Provide all necessary information the receiver would need
to act upon in a way desired by the sender.
◦ Usually a complete message should be capable of answering
the five “W”- who, what, when, where, why and one “H”-
How questions.

 Answer All Questions Asked

◦ Your reply to an inquiry must answer all the questions
asked.
◦ If you have no information on a particular question, say so
clearly.
◦ If some answers are unfavorable to you or reflect your weak
points, handle them with tact and honesty.
◦ Remember that “omissions cast suspicions”.
Give Something Extra, When Desirable

◦ The word “when desirable” is important here.

◦ In reply to a query, if certain details are not asked, but if

you feel they are desirable to make the message
complete, give extra information.

◦ They may not know what they need, or their questions

may be inadequate.
 2. Conciseness
◦ Conciseness is saying what you want to in the fewest
possible words without sacrificing the other Cs of effective
communication.
◦ A concise message saves both time and expense for both – the
sender and the receiver.
◦ It contributes to emphasis, by eliminating unnecessary
words, let important ideas stand out.

 Remember the following to make your Message Concise:

◦ Eliminate Wordy Expressions
◦ Include Only Relevant Material
◦ Avoid Unnecessary Repetition
 Eliminate Wordy Expressions:
◦ Use single-word instead of phrase.
- For example, Wordy: At this time Concise: Now

◦ Omit unnecessary expressions.

- For example, Wordy: Allow me to say how helpful your
response was. Concise: Your last response was helpful.

◦ Avoid overusing empty phrases.

- Wordy: There are four rules that should be observed. Concise:
Four rules should be observed.

◦ Omit “which” and “that” clauses whenever possible.

◦ Eliminate unnecessary prepositional phrases.
◦ Limit use of passive voice.
 Include Only Relevant Material
◦ Stick to the purpose of the message.
◦ Delete irrelevant words and rambling sentences.
◦ Omit information obvious to the receiver.
◦ Avoid long introductions, unnecessary explanations,
excessive adjectives, pompous words, too much
politeness.
◦ Get to the point tactfully and concisely.

 Avoid Unnecessary Repetition

◦ Use shorter names once they are mentioned.
◦ Use pronouns or initials rather than long names.
◦ Remove phrases and sentences that are needlessly getting
repeated.
3. Consideration
Consideration means preparing every message with the
message receivers in mind.
◦ It is basically “You-attitude”, empathy, and
understanding of human nature.
◦ Handle the matter from other’s point of view.

 Threeway to indicate Consideration are:

◦ Focus on “You” Instead of “I” or “We”
◦ Show Audience Benefit or Interest in Receiver
◦ Emphasize Positive, Pleasant Facts
 Focus on “You” Instead of “I” or “We”
◦ Focus on audiences’ benefits.
◦ It does not mean using “You” in every sentences that are
communicated.
◦ The use of “you” in negative situation can be avoided
using the passive voice.

 Show Audience Benefit or Interest in Receiver

◦ Show how audience will benefit from the message.
◦ Benefits must meet recipients needs, address their
concern or offer them rewards etc.
◦ Receivers will be more likely to react favorably and do
what you suggest if you show that benefits are worth the
efforts and cost you ask them.
 Emphasize Positive, Pleasant Facts
◦ Stressing on what can be done instead of what cannot
be done is third way to show consideration.

◦ Among positive words to which people react favorably

are benefit, cordial, happy, help, generous, loyal,
pleasure, thanks, thoughtful.

◦ Words with negative connotation are blame, complaint,

failed, fault, negligence, regret, reject, trouble, unfair, and
many others.

◦ For example, It is impossible to open an account for you

today.- Negative/Unpleasant
 4. Concreteness
◦ Communicating concretely means being specific, definite,
and vivid rather than vague and general.

◦ It often means using denotative (direct, specific and

dictionary-based) rather than connotative words (ideas or
notions associated with a word or phrase).

 The following guidelines help compose Concrete Message:

◦ Use Specific Facts and Figures
◦ Put Action in your Verbs
◦ Choose Vivid, Image-Building Words
 Use Specific Facts and Figures
◦ Whenever possible, use an exact, precise statement or a
figure in place of a general word to make your message
more concrete.
◦ Avoid being specific if it sounds too harsh, especially
while communicating negative message.

 Put Action in your Verbs

◦ Use active voice as far as possible.
◦ Put action in verbs, not in nouns and infinitives.
◦ For example, Active- The school will send students their
grades. Passive- Grades of students will be sent to you
by the school.
5. Clarity

◦ Clarity of communication means transferring the

meaning from the mind of communicator to the mind(s)
of receiver(s) accurately.

 Inorder to be Clear in communication,

◦ Choose Precise, Concrete, and Familiar Words
◦ Construct Effective Sentences and Paragraphs
Choose Precise, Concrete, and Familiar
Words
◦ Clarity is achieved by balancing between precise
language and familiar language.
◦ Use familiar words instead of pretentious words.

Construct Effective Sentences and

Paragraphs
◦ Sentence formation is the core of clarity.
◦ Ensure appropriateness of length, unity, coherence,
and emphasis while forming a sentence and a
paragraph.
 6. Courtesy
◦ Being aware of the perspective of others and their
feeling is true courtesy in communication.
◦ Mere mechanical insertions of polite words such as
“please” or “thank you” doesn’t help much.
◦ It is politeness that grow out of respect and concern for
others.

 One can show Courtesy by using the following:

◦ Be Sincerely Tactful, Thoughtful, and Appreciative
◦ Use Expressions That Show Respect
◦ Choose Nondiscriminatory Expressions
 Be Sincerely Tactful, Thoughtful, and Appreciative

◦ Being blunt or abrupt are common cause of discourtesy.

◦ Be thoughtful and courteous when communicating with

other culture – especially Asian cultures.

◦ Writers who send cordial, courteous messages of

deserved congratulations and appreciations help build
goodwill.

◦ The value of goodwill and public esteem for the firm

may be worth thousand of dollars.

◦ It is advisable to use soft and polite approach in both

written and oral communication.
 Use Expressions That Show Respect

◦ Omit irritating expressions. [Use “the fact that…”

instead of “I do not agree with you.”]

◦ Laughter to one person may be disgust to another.

Use humor with caution.

◦ When in doubt, be more formal.

 Choose Nondiscriminatory Expressions

◦ The use of nondiscriminatory language that reflects equal

treatment of people regardless of their gender, race and
physical feature.

◦ Avoid using sexist terms such as “chairman”, “he”, “his”,

etc.)

◦ When using the names, treat each gender with respect.

 7. Correctness
◦ At the core of correctness is proper grammar,
punctuation, and spelling.
◦ Incorrect message may cause loss of a customer or end
of a business relation.

 In the context of business communication, Correctness

also means:
◦ Use the Right Level of Language
◦ Check Accuracy of Figures, Facts, and Words
◦ Maintain Acceptable Writing Mechanics
 Use the Right Level of Language

◦ Choose the right level of language: formal, informal and

substandard.
◦ Formal writing is often associated with scholarly writing such
as doctoral theses, legal documents, agreements, articles, etc.
◦ Informal writing is more characteristic of business writing. For
example, E-Mail message
◦ Avoid substandard language. For example, ain’t, can’t hardly.

 Check Accuracy of Figures, Facts, and Words

◦ Message must be communicated as precisely as possible.

Hence a communicator must check and ensure the accuracy of
figures, facts, and words.

◦ A good check of the message is have another person read and

comment on the validity of the material.
Maintain Acceptable Writing
Mechanics

◦ Use acceptable writing mechanics, word processing

and appearance of business messages.

◦ With the various packages available for computers,

both grammar checks and spell-checks have made
editing task easier

◦ A careful attention is required to the mechanical part

of every well- written document.
Examples
Clarity:
Bad example:
Dear A,
I would like to talk to you about the new
client’s project which the engineering
team had discussed yesterday. I might
need the help of B from your team.
Regards,
C
Dear A,
As you may know we have signed up XYZ as our
new client. I had a meeting with the
engineering team yesterday and had discussed
the campaign requirements for this project. C
from your team had done a pretty good job last
time doing the social media campaign for ABC
and so I would like him to work on the XYZ
campaign too. Would you be available
sometime tomorrow to discuss this further?
Regards
B
Correctness
Dear A,
Further to our conservation today,
I am attaching the plan for the
first stage of the project. Hope
the one weak deadline is okay
with you and your team.
Regards
B
Complete
Hi all,
Let us meet tomorrow to discuss
the product launch event. Please
be there on time.
Thanks
A
Hi all,
Let us meet tomorrow at 11am at
Conference room 3 to discuss the
product launch event. We will
have to decide the keynote
speakers and complete the event
invite draft tomorrow. Please be
there on time.
Thanks
A
Concise
Hi A
I think we need to talk about the CSR
campaign, I mean the one which we need
to do as a quarterly exercise. I think it is a
great way of enhancing our brand image.
Basically, it would just be a visit to an
orphanage but we can sort of do other
things too. For instance, we could take the
kids out for a short trip to a nearby park or
zoo. Let us sit and talk tomorrow.
Regards
B
Hi A
I need to discuss the quarterly CSR
campaign with you. Let us take
the kids out this time to a nearby
park or zoo instead of just visiting
them. This will help enhance our
brand image. We’ll talk in detail
tomorrow.
Regards
B
Concrete
“Hilltop Resort is the best resort.
Do come to us on your next
holiday”
This is a vague ad message. There
are no concrete details to take
away from this message.
“Hilltop Resort is the jewel of the
western hills. Take a break from
your work. Escape from life’s chaos
and stress. Relax and rejuvenate
yourself at Hilltop. Go back fresh
and energized!”
This message gives you visualizing
details. That is a concrete message
conveyed to the audience.
Coherent
Dear A,
Thanks for submitting the industry
report. B will give you some
feedback on it. B also wanted to
find out if you will be available for
the client meeting tomorrow. We
will be discussing the budget for
the next phase of the project.
Regards
C
Dear A
Thanks for submitting the industry
report. B will give you some
feedback on it. You will be
receiving an email from him with
detailed comments.
Regards
C
Courteous
Hi A,
I really do not appreciate how your IT
team ignores the requests of my team
alone. My team is an important function
in this organization too and we have our
own IT requirement. Can you ensure
that your team responds promptly to
my team’s requests hereon?
Regards
B
Hi A
I understand that the IT team is swamped
with work and gets requests from every
department in the organization. My team
however is working on a high-priority
project and I would greatly appreciate if you
could ask your team members to respond to
my team’s queries promptly and help us
complete this project on time. Please do let
me know if you need anything from me.
Regards
B
Attributes of personality building

 Personality of a person is defined as the amalgamation

of qualities and attributes which contribute to the
person’s character and image. It arises from within and
makes us who we are.

 The personality of an individual is determined and

judged by his/her appearance, behaviour, attitude,
education, values and some more varying
characteristics.
 Traits building personality
 Good communication skills
 Accept Responsibility 
 Think Win-Win
 Choose your words carefully
 Put Positive interpretation on other people’s behaviour
 Be a Good Listener
 Improving Social Skills
 Be Enthusiastic
 Turn your promises into commitment
 Practice honesty, Integrity and Sincerity
 Be understanding and Caring
 Show Empathy