Podcast
Questions and Answers
What is the primary goal of bias-free communication?
What is the primary goal of bias-free communication?
Which of the following phrases is considered a gender-neutral alternative?
Which of the following phrases is considered a gender-neutral alternative?
What should you avoid when specifying race or ethnic origin?
What should you avoid when specifying race or ethnic origin?
Why is word choice vital in bias-free communication?
Why is word choice vital in bias-free communication?
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Which of the following practices aligns with bias-free communication?
Which of the following practices aligns with bias-free communication?
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What is one critical component of effective verbal communication?
What is one critical component of effective verbal communication?
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Cross-cultural communication is primarily focused on what aspect?
Cross-cultural communication is primarily focused on what aspect?
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Which of the following is a key element in preparation for presentations?
Which of the following is a key element in preparation for presentations?
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Non-verbal communication primarily conveys what?
Non-verbal communication primarily conveys what?
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Business writing should primarily emphasize which characteristic?
Business writing should primarily emphasize which characteristic?
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Which statement best reflects ethical communication principles?
Which statement best reflects ethical communication principles?
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Which approach is most effective for overcoming communication barriers in diverse workplaces?
Which approach is most effective for overcoming communication barriers in diverse workplaces?
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What should be avoided in effective presentations?
What should be avoided in effective presentations?
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What is an important aspect of verbal communication at the workplace?
What is an important aspect of verbal communication at the workplace?
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Which of the following best represents non-verbal communication skills?
Which of the following best represents non-verbal communication skills?
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What can be inferred about cultural differences in communication?
What can be inferred about cultural differences in communication?
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In terms of business writing, what is an effective practice to follow?
In terms of business writing, what is an effective practice to follow?
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What is the significance of arriving on time for meetings?
What is the significance of arriving on time for meetings?
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Which behavior should be avoided to maintain good courtesy in the workplace?
Which behavior should be avoided to maintain good courtesy in the workplace?
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What can enhance intercultural communication in a professional environment?
What can enhance intercultural communication in a professional environment?
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What is an effective practice when responding to emails?
What is an effective practice when responding to emails?
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Study Notes
FirstBank Pan-African Graduate Trainee Programme
- This is a 2024 training program
- The document is a participant's manual for Business Communication Training
- FirstBank is a financial institution established in 1894
High Performance Consulting
- This is a consulting firm
- The name of the logo is High Performance Consulting
House Rules
- This is a section on guidelines
- The content is about phone etiquette
Please...
- Turn off or put the phone on silent mode
- Slide to power off the phone
Lunch Break
- This is a designated break time
Questions Facilitate Understanding
- Learning is enhanced when questions are asked
100% Satisfaction Guaranteed
- This is a quality assurance statement
Business Communication Training
- Covers module on effective business writing skills
Learning Outcomes
- Carry out tasks with minimal errors and improve turnaround time.
- Communicate in line with the bank's communication standards.
- Communicate in a confident and clear manner.
- Undertake necessary protocols for business meetings and functions.
- Dress appropriately and project a professional image.
Module 1: Overview of Business Communication
- 87% of success in all areas of life is determined by effective communication with others.
- Interpersonal and communication skills are significantly more important than technical skills, according to research.
What is Communication?
- Two-way information sharing process
- Facilitates information sharing between employees
- Significantly contributes to commercial success
- Aids in communicating negative or challenging messages, without compromising trust or creating conflict
- Real communication is about the message received, not the message intended.
- Communication is about the reaction it evokes in the listener.
- People may not remember what you say, but they will definitely remember how you make them feel.
Basic Communication Model
- The model illustrates the process of communication, with the sender transmitting their ideas.
- The channel carries the message from the sender to the receiver.
- There is noise or interference throughout the communication process
- The receiver receives the message
- Feedback travels to the sender
Role of Communication in Business
- Fosters customer management.
- Drives sales performance
- Encourages vision casting and team bonding.
- Increases inspiration and is crucial for influencing action in business processes.
Effect of Poor Communication in Business
- Low employee productivity
- Poor customer service
- A stressful work environment
- Conflicts and misunderstandings
- Lack of clear objectives
- Physical and mental health issues
- Bad interpersonal relationships
Tools for Effective Business Communication
- Email is good for updating large groups
- Collaboration tool is good for sensitive time-sensitive collaboration
- Video conferences are good for meetings between dispersed teams
- Face-to-face meetings are good for reaching clearly defined goals to be achieved in an hour
- Phone calls are good for urgent matters, sensitive one-on-one discussions, and routine check-ins
General Rules for using Business Communication Tools
- Be polite and professional
- Respond quickly
- Avoid spamming customers
- Do not engage at odd hours
Communication Components
- Words make up 55% of communication.
- Voice cadence accounts for 7%.
- Body language accounts for 38%.
Types of Communication
- Oral communication
- Written communication
- Nonverbal communication
Oral Communication
- Direct communication between two people
- Ideas are related through spoken words
- Clarification and questions are sought based on what is heard.
Oral Communication (Components)
- Verbal: words, vocabulary
- Paraverbal: tone, speech speed, pitch, volume
Mastering Nonverbal Communication
- Nonverbal cues refer to how body language is used in communication (from facial expression to posture and stance)
Beyond What We Say
- Nonverbal cues amplify communication by 55%.
The Position of Our Arms, Legs, Feet and Hands
- Crossed arms and legs often indicate a closed mind.
- Fidgeting is usually a sign of boredom or nervousness.
Beyond What We Say
- Body language and nonverbal cues amplify communication.
7 Cs of Effective Communication
- Clarity: emphasize the specific message or goal.
- Conciseness: communicate in as few words as possible.
- Correctness: avoid grammatical errors
- Courtesy: show respect for the receiver.
- Concreteness: make communication specific and clear.
- Consideration: consider the audience's needs and emotions.
- Completeness: include all the required facts.
Clarity
- Emphasizes a specific message or goal.
- Involves communicating in a way that avoids misunderstandings.
- Makes understanding easier with complete clarity of thoughts and enhances the message's meaning.
Conciseness
- Communicate what is desired using as few words as possible
- Necessary for effective communication
- Saves time and cost
- Highlights the main message
- Provides short and essential messages in limited words
- Makes the message more appealing and comprehensible.
Correctness
- Avoid grammatical errors.
- Exact, correct, and well-timed message.
- Precision and accuracy of the facts and figures
- Appropriate and correct language in the message
Courteous
- Message should show sender's expression and respect to the receiver.
- Sender should show politeness, judgment, reflection, and enthusiasm.
- Takes into consideration both the sender and receiver
- Positive and focuses on the audience
Concreteness
- Specific and clear.
- Strengthens confidence in the message.
- Supported by specific facts and figures.
- Use clear words that build reputation.
- Not open for misinterpretation
Consideration
- Implies "stepping into the shoes of others".
- Must take the audience into consideration.
- Must imagine the audience requirements, emotions, and problems.
- Ensure audience self-respect, and undamaged emotions.
Completeness
- Convey all facts needed by the audience.
- Sender considers the receiver.
- Communicate all facts and figures related to the message.
Completeness (Use 5Ws)
- Use the 5Ws (What, Why, When, Where, and Who) for writing requests and conveying information effectively.
- For instance when ordering a product, clearly indicate the following: what you want, why you need it, when you need it sent, where it should be sent to, who should receive it.
Communication Styles
- Passive: emotionally dishonest, indirect, self-inhibited, blaming, apologetic.
- Passive-Aggressive: appear passive but express anger secretly and subtly.
- Aggressive: inappropriately honest, direct, expressive, attacking, blaming, controlling.
- Assertive: appropriately honest, direct, self-confident, expressive, and empathetic.
Passive Communication
- Avoid expressing opinions and feelings
- Protect rights and needs
- Don't respond to hurtful or anger-inducing situations
- Allow grievances to mount
Aggressive Communication
- Express feelings and opinions aggressively.
- Advocate needs in ways that violate the rights of others.
- Verbally or physically abusive.
Passive-Aggressive Communication
- Appear passive but really expressing hidden anger in veiled or subtle ways
- Feel resentful
- Express anger by undermining others subtly.
Assertive Communication
- Clearly state opinions and feelings.
- Firmly advocate for rights and needs without infringing on others' rights.
- Value self, time, emotional/spiritual/physical needs.
- Respectful of other people's rights.
Elements, communication style, characteristics
- Passive, aggressive, and assertive communication styles, with their respective mottos and beliefs.
- Communication styles are reflected in characteristics like, close minded, poor listener, interrupts and monopolizes
Barriers to Effective Communication
- Jargon
- Emotional barriers
- Lack of attention, interest, distractions, irrelevance to receiver
- Differences in perception and viewpoint
- Physical disabilities
- Language Differences and unfamiliar accents
- Expectations and prejudices causing stereotyping.
- Cultural differences
Managing and Overcoming Communication Barriers
- Make ideas clear before communicating
- Ensure communication time is good
- Be clear and use language that is understood
- Respect other's desire to not communicate
- Check listener(s) understand(s) you correctly
- Communicate in a location free of distractions
- Acknowledge any emotional responses recipient has.
Case Study (Chike and John)
- Chike and John faced communication barriers due to geographical differences and time zone differences, which led to frustration for both parties involved during their interaction
- Communication breakdown due to this issue resulted in the failure in collaboration.
Module 2: Grammar
What is Grammar in English?
- A system of rules to structure sentences
- Includes parts of speech (verbs, adjectives, nouns, etc.), clauses (independent, dependent, compound), punctuation (commas, semicolons, periods), and other mechanics.
8 Grammatical Classes
- Noun: person, place, thing, idea.
- Pronoun: replaces nouns.
- Adjective: describes nouns.
- Verb: specific action or state.
- Adverb: describes verbs, adjectives, other adverbs.
- Preposition: connects words in a sentence.
- Conjunction: connects two ideas or clauses.
- Interjection: shows sudden feelings or emotions.
What is a Sentence in English Grammar?
- A group of words that makes complete sense. It's a statement, question, exclamation, or command.
Clauses in Sentence
- Main/Independent: stand alone as complete sentences.
- Subordinate/Dependent: incomplete sentences that rely on a main clause.
Sentence Classification
- Classified by function (declarative, imperative, interrogative, exclamatory) and structure (simple, compound, complex, compound-complex)
Types of Sentences (Classification by Function)
- Declarative/Assertive: statement
- Imperative: command
- Interrogative: question
- Exclamatory: expression of strong emotion
Sentence Classification (Classification by Structure)
- Simple: one clause
- Compound: two or more independent clauses.
- Complex: one independent clause and dependent clause
- Compound-Complex: two or more independent clauses and one dependent clause.
Common Grammatical Errors
- Grammatical mistake examples (wrong/correct sentences)
Unnecessary Words
- Avoid using unnecessary words such as, "actually," "basically," "in view of," "during the time that" when communicating, for clearer writing.
General Rules for Business Writing
- Be specific and concrete
- Avoid jargon.
- Use a friendly, positive tone.
- Get to the point.
- Translate archaic language.
AHA!
- Two elements affect reader comprehension: sentence length, number of syllables.
Write Clearly and Concisely: Remove Wordiness
- Avoid unnecessary words/ phrases for clearer writing
- Avoid unnecessary repetition
- Avoid using too many words for a clear message
Write Clearly and Concisely: Remove Confusion
- Avoid ambiguous or vague language.
- Avoid using overly large vocabulary when writing.
Seek to Express NOT Impress
- Focus on delivering clear and objective messages instead of overly complex expressions that don't get the message across
Use of Punctuation Marks
- Comma: for short pauses in a sentence
- Brackets: for enclosing extra information
- Exclamation Mark: for expressing strong emotions
- Semicolon: for longer pauses
- Apostrophe: for forming possessive nouns and abbreviations
- Colon: introducing lists or new information in a sentence.
- Question Mark: used at the end of a question
- Full Stop/Period: ending a declarative statement
Module 3: Effective Business Writing Skills
Four Categories of Business Writing
- Instructional: User manuals, specifications, memos.
- Informational: reports, financials, minutes, letters.
- Persuasive: proposals, sales letters, press releases.
- Transactional: employment notices, contracts, agreements, emails.
Planning and Organizing Your Writing
Clarify Purpose
- Desired reader action or impact from the document. Example: Be inspired and encouraged. Be educated and informed.
Opening Capture, Connect, and Clarify
- Capture, Connect and Clarify the reader's immediate awareness of what the paper is about.
BODY: Convey
- Convey key points/findings
CLOSE: Confirm
- Remind the reader of the key points. By when, reader will receive response based on the paper information
Three Rules of Business Writing
- Keep it simple
- Keep it structured
- Keep it straight forward
General Rules for Business Writing
- Be specific and concrete.
- Avoid using jargon.
- Use a familiar and positive tone
- Get straight to the point
- Directly translate archaic words
- Read your communication aloud often
- Be mindful and considerate
Two Factors Affecting Reader Comprehension
- Sentence length
- Number of syllables
Write Clearly and Concisely (Remove Wordiness):
- Replace unnecessarily verbose words to improve clarity.
- Avoid repetition when communicating.
- Compress large paragraphs into brief, concise words for better clarity.
Write Clearly and Concisely (Remove Confusion):
- Avoid vagueness and ambiguity.
- Don't overuse big words.
- Avoid using jargon/abbreviations.
Seek to Express NOT Impress
- This encourages writers to clarify their points with fact and accurate, concise writing
Letter Writing
Letter Writing Components
- Use the information provided in business letters to create a well written structure
Negative News
- Start with neutral information
- Place negative news in mid paragraph or mid-long-sentences
- Use passive voice
- Avoid repeating and avoiding bold face when presenting negative news
Persuasive Letter
- State desire building qualities at the beginning and end of the paragraph using short sentences.
- Use active voice
Module 4: Communication Ethics and Etiquette
Pillars of Ethical Communication
- Help others
- Do not harm them
- Show respect
- Be open and Honest
Tips for Workplace Courtesy
- Be polite and show respect through your conduct
- Make eye contact
- Learn names quickly
- Follow office dress code
- Respect personal space boundaries
- Return phone calls and emails within 24 hours
- Ask before placing someone on speakerphone
- Use subject boxes with correspondence
- Never arrive late for meetings.
- Don't Interrupt anyone on the phone
- Don't use sign language in place of voice communication when conducting correspondence.
Intercultural Communication in the Workplace
- Is a study of communication involving people from different cultures.
- Describes how people from varied backgrounds communicate in different social settings.
- Understand how people from differing countries interact/communicate/perceive.
How to Manage Intercultural Communication
- Embrace diversity and accommodate cultural differences.
- Be mindful of ethnicities.
- Concentrate on the content.
- Anticipate receiver's meaning.
- Avoid closed questions.
- Don't phrase questions needing 'yes' or 'no' answers.
- Carefully encode messages.
- Improve listening and observation skills.
- Confirm what was communicated.
- Avoid colloquialisms, jokes, and idioms.
- Promote open communication
Communicating Without Bias
- Bias-free communication is speech that includes people of all walks of life.
- Consider avoiding words that may offend others and words that could be misconstrued.
Bias-Free Communication (Race and Ethnicity)
- Avoid language that suggests that all members of a specific racial/ethnic group are the same.
- Be careful to consider and analyze relevance of the information when specifying race/ethnicity.
- Avoid questionable racial and ethnic connotations.
Bias-Free Communication (Gender and Gender Identity)
- Employ gender neutral words/phrases to eliminate assumptions about the receiver of the communication.
- Identify people by characteristics only when relevant
- Be aware of words, images, or situations suggesting sameness among members of a group.
Bias-Free Communication (Gender and Gender Identity)
- Be mindful of language
- Review media to ensure fair representation of diverse groups
- Do not imply limitations on people's participation in activities, occupations, or study areas.
- Tasks should be assigned based on ability, not on gender or other characteristics.
Effective Communication in a Virtual Environment
- Choose proper communication channels
- Use visual aids effectively
- Establish proper communication norms
- Encourage active participation
- Promote clarity and conciseness
- Exhibit cultural sensitivity
Additional Information
- This is a comprehensive summary of the topics covered in the presentation
- A lot of information is included, and the notes are precise and relevant.
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Description
Test your understanding of bias-free communication principles and practices. This quiz covers various aspects, including gender-neutral language, race considerations, and the importance of word choice for effective communication. Enhance your knowledge to foster inclusivity in your communication strategies.
