Business Communication Mastery Workbook PDF

 Welcome to the Business Communication Mastery Workshop Good communication is the bridge between confusion and clarity. - Nat Turner The most important thing in communication is hearing to what isn’t said. - Peter Drucker Most people do not listen with the intent to understand; th...

 Welcome to the Business Communication Mastery Workshop Good communication is the bridge between confusion and clarity. - Nat Turner The most important thing in communication is hearing to what isn’t said. - Peter Drucker Most people do not listen with the intent to understand; they listen with the intent to reply. - Stephen R Covey The worst speech you will ever give will be far better than the one you will never give. - Fred Miller Either write something worth reading or do something worth writing. - Benjamin Franklin Live as if you were to die tomorrow; learn as if you were to live forever. - Mahatma Gandhi Difficulty doesn’t mean impossible. It simply means you have to work hard. - Dr A P J Abdul Kalam Personal Details Name Contact Number Email id Page 2 of 40  Effective Communication Effective communication is the process of exchanging ______ , _____ , ________ , and _____ so that the message is received and understood with ______ and ______ to create the _____________. Mistakes people make while communicating: Not truly listening Assuming you know the message before the person finishes Interrupting the speaker Being indirect Avoiding difficult conversations Attacking character not behaviour Why Effective Communication? It builds and maintains relationships It builds trust It helps build the team as an effective unit It builds understanding with your audience Encourages innovation Increases accountability and brings clarity in work flow Helps with decision-making Reduces conflict Page 3 of 40  Elements of Effective Communication: _______ _______ _______ ___________ ___________ ___________ Page 4 of 40  SPOKEN COMMUNICATION Spoken communication refers to the production of ______ _______ to send an ___________ ________ to a listener. __________________ + __________________ = Effective Spoken Communication Active Listening Listening for _________: Believing that the listener has what it takes to provide you with what you want Listening ________: Listening with the right intent & empathy, without interrupting. Listening for what _______ _______: Understanding the underlying messages. Paraphrase constantly. Listen without assumptions of your own. Listening at ____ _________: Listen to the words, emotions, body language etc. Listening without _________: Listening without attaching meanings and letting go of previous history/knowledge about the listener Page 5 of 40  Active Listening Framework L I S T E N Step 1 - Look at the Speaker Basic of business etiquette is displaying respect for the other person. Looking at the speaker will not only show that you respect the other person but also denote that you are genuinely interested in what the other person is saying. You must make the effort to concentrate on what the other person is saying, not what you’re going to say next. Be aware of your posture; the right posture enhances your ability to concentrate, eliminates distractions, and communicates that you are listening attentively Page 6 of 40 Step 2 – Inquire Inquiring would lead to better understanding of what the other person is saying. It eliminates misunderstandings and promotes clarity. Inquiring leads us to the root cause of the problem. Types of Questions: 1. ______ _________ Questions 2. ______ _________ Questions 3. _________ Questions 4. _________ Questions 5. ______ Questions Open-Ended Questions Open-ended questions are questions without a fixed limit. They encourage continued conversation, and help you get more information. Plus, they often provide opportunities to gain insight into the other person's feelings. - "What are some of the things you look for in our services?" - "How do you feel this amount could be invested better?" - "What are your concerns about this new plan?" Page 7 of 40 Closed-Ended Questions Closed-ended questions have a fixed limit. They're often answered with a yes or no, or with a simple statement of fact. Closed-ended questions are used to direct the conversation. They usually get specific information or confirm facts. Here are some examples. - "Do you have health insurance?" - "Do you want the new brochure?" - "Would you be interested in that?" Probing Questions Sometimes you ask an open-ended question to get more information and you only get part of what you need. Now it's time for a probing question. A probing question is another open-ended question, but it's a follow-up. It's narrower. It asks about one area. Here's an example: - "What aspects of your finances do you want to plan?” - “Can you tell me something about your existing insurance details?" Leading Questions Leading questions can be good or bad. Leading questions, if used improperly, can be manipulative because you're leading the person to give you the answer you want. When they are used properly, you're helping that person. Some examples of proper leading questions are: - "You would like to know more about our friendly net banking right?" - "You'll want me to sign you up for our mobile banking, right?" - "You will be happy to review your accounts in 6 months, right? Won't you?” Page 8 of 40 The Echo Question Here's a good technique for getting more information. You can use this like a probing question. The idea is to use the last part of a phrase the customer said. Slightly raise the tone of your voice at the end of the phrase to convert it to a question. Then pause and use silence -- like this: - “...........The fund you invested in?" - “...............The address that you provided?” Step 3 – Summarize A summary is a concise overview of the most important points from a Conversation. A well-spoken summary can verify that people understand each other. Tools for Summarizing __________ ___________ Step 4 - Take Away In every conversation you have with people, there is always a main take away. Remember to mentally check if you have got the main take away correct. Page 9 of 40 Step 5 - Encourage the Speaker Encouraging the speaker helps in the speaker giving us more information and hence more clarity. Encouragement can be in the form of remarks like, “What else?”, “Really?” etc. and also can be done with the help of hand gestures. Step 6 – Never Negate. Always be Positive When you negate what they say, you break rapport. Always accept what they say with a happy and high energy and then make a request for what you need Styles of Speaking/Communication _______ _______ _______ _ _ _ Page 10 of 40 Passive: What you are being? Do not stand up for what is best for you Do not let other people know what you need or want Let other people decide what is best for you What you are doing? You stand or sit slumped down You look at the floor and your feet You mumble How you feel? You feel controlled by other people You feel little You feel helpless Forceful Conversation How others see you? Little Not able to make decisions Always needing help Childish Aggressive: What you are being? Want to win at any cost Are pushy Put down other people Don’t listen to or respect other people’s feelings or ideas Page 11 of 40 What you are doing? You stand too close to people You clench your fists You talk too loudly or shout How you feel? You feel angry You feel alone You feel people don’t like you People avoid you Forceful Conversation How others see you? A loudmouth A troublemaker Childish and immature Assertive: What you are being? Stand up for self & ensure others understand what you want Openly and honestly express your ideas and feelings Listen to & respect other’s rights and ideas What you are doing? You stand tall You look people in the eye You speak clearly & listen with interest How you feel? You feel honest You feel respected You feel proud POWERFUL CONVERSATION Page 12 of 40 How others see you? An adult Able to make decisions Able to do things/Independent Honest Application of Assertive Speaking When you want to _______ or say “____” to people When other people raise ________ /_________ or say “____” to you Art of saying “NO” Step 1 Step 2 Step 3 Step 4 Page 13 of 40  Art of Dealing with “NO” Step 1 Step 2 Step 3 Step 4 Page 14 of 40  ROLE PLAY ON ART OF SAYING AND DEALING WITH “NO” Scenario 1: An existing client continuously attempts to expand project scope without additional compensation. Scenario 2: A client requests services that compromise professional standards or ethical guidelines. For example, No GST, Bribe. Scenario 3: A potential client demands a complex project which is impossible to deliver. Feedback Format for the Observer: Name of the Participant: → Did Well: → Didn't Do well: → Needs to do differently: Page 15 of 40  Application of Spoken Communication - - - Page 16 of 40  NON-VERBAL COMMUNICATION Nonverbal communication is the transfer of __________ through ____ __________ , _______ ___________ , _________ , created ______ and more. Examples: Components of Non-Verbal Communication 1. 2. Elements of Body Language 1. 2. 3. 4. 5. 6. Tone: Your tone of voice is the _______ in which you speak to someone, not just your ______. It’s how you sound when you say your words out loud. Elements of Tone: 1. 2. 3. 4. Page 17 of 40  EMAIL WRITING Written communication is any ________ message that two or more people exchange. Examples: Importance of Written Communication Communicating ideas & views to others Expressing ideas, thoughts & feelings Create a positive impression Person is judged by the writing quality Thought process become clearer This enables us to explain a concept better Our ideas & experiences can be used for future references. Common Errors in Email Writing - Missing/Inappropriate/Inaccurate salutation - Not saying thank you - Not knowing your audience - Inappropriate/inaccurate punctuation - Expecting the receiver to understand ambiguous statements - Making small talk - Being verbose - Using complex language Page 18 of 40  Structure of Email Writing 01. 02. 03. 04. 05. 06. 07. Body of Email: M A D E Page 19 of 40  ABCs of Writing: A________ B________ C________ Types of Emails: Page 20 of 40 5Cs of Email Writing: Page 21 of 40  Informal Written Communication - Whatsapp When to Use: Quick updates and time-sensitive information Short-form communication with team members Coordinating immediate team activities Rapid project-related check-ins Communication with clients who prefer instant messaging When not to Use: Sensitive or confidential information Formal documentation or legal communications Complex discussions requiring detailed explanations Performance evaluations Conflict resolution Termination or serious HR-related communications Detailed contract or proposal discussions Best Practices: Language Maintain a professional yet friendly tone Use proper grammar and punctuation Avoid excessive abbreviations Proofread before sending Page 22 of 40 Communication Etiquette Respect working hours Use clear and concise messages Confirm receipt of important messages Use professional profile pictures Create work-specific groups with clear purposes Technical Considerations Use business phone numbers when possible Set up separate work and personal WhatsApp accounts Use WhatsApp Business for additional professional features Be mindful of message privacy and security Page 23 of 40  TELEPHONIC COMMUNICATION Importance of Telephone Etiquette - The call is often the first impression. It influences the opinion of the listener. - You are the representative of the company. How you handle the call, creates an image about the company. - Telephone Etiquette can solve, or can create numerous problems. - Good telephone skills can help build relationships and increase sales. - Your customers feel valued and important if you have good telephone etiquette. Structure for Making Calls 1 2 3 4 5 6 Page 24 of 40  Structure for Receiving Calls 1 2 3 4 5 Handling Difficult Calls: 1. Don’t take it personally 2. Apologize for the inconvenience 3. Focus on what the customer/listener needs 4. Appreciate Page 25 of 40  Video Calls Visual and Audio Quality Lighting and Background Camera Angle Audio Quality Engagement and Communication Eye Contact & Body Language Active Listening Use of Interactive Features Platform Features Screen/Sound Share Recording Chat & Notes Intangibles that Matter: 1. 2. 3. 4. 5. Page 26 of 40  ROLE PLAY ON TELEPHONIC COMMUNICATION Scenario A: You are the customer service representative of a 2-wheeler brand. There is a complaint raised by the customer on email regarding poor service in one of your service centers. You are calling the customer to understand the issue in detail and give resolution. Your objective is to ensure the customer is happy and his loyalty for the brand is improved. Scenario B: You are in the service booking department of a Luxury Car brand in Bangalore. You happen to receive an incoming call from a client whose car has broken down in a deserted area near Bandipur forest area which is around 120 kms away. The client is in panic and wants immediate assistance. Your objective is to make the client calm down and provide a fair resolution and support the customer to make him delighted with the experience. Scenario C: You are a salesperson of a website design and development company. After understanding the requirements of the customer, you have scheduled a meeting with the client on zoom to give your proposal. Your objective is to make the client understand the value you can provide and your proposal; make sure the client is positive to work with your company by the end of the video call. Page 27 of 40 Feedback Format for the Observer: Name of the Participant: → Did Well: → Didn't Do well: → Needs to do differently: Stages of Mastery: 4. 3. 2. 1. Page 28 of 40  Communication Skills Self-Assessment Options to choose from for Listening, Verbal and Written Skills are as below: Steps to score: 1. Please read the statements under each of the headings Listening, Verbal and Written. 2. After having gone through the statement, mark 1-5 in front of the statement 3. Add up the numbers for all 3 headers separately I don’t relate to it - 1 I know it, but I can’t/don't practice it - 2 Sometimes yes & sometimes no (Neutral) - 3 I relate to this & practice it very often - 4 This comes naturally to me - 5 Listening Proficiency: “Effective communication is the process of exchanging thoughts, ideas, knowledge & data so that the message is received & understood with clarity & purpose to create the desired impact.” I am able to communicate effectively. 1. When I listen to people talk, I don’t make judgments about them (listening without attaching meanings & letting go of previous history/knowledge about the listener.) 2. I am a generous listener (listening with the right intent & empathy, without interrupting). 3. I look at the speaker when I’m actively listening to them. 4. I usually summarize/backtrack/paraphrase when someone is communicating with me. Page 29 of 40 Based on the answers you have picked, add the numbers to assess your listening Skills. You are either Basic, Intermediate and Proficient levels based on your Score. Basic: Less than 15 Intermediate: 15-20 Proficient: Greater than 20 Spoken Communication: 1. When I put my idea across, I am able to express my ideas & feelings honestly & openly 2. I am able to make decisions & stick to them & express them freely. 3. I share my opinions without forcing people to accept them. 4. When I express my ideas, I am looking for a win-win conversation. I don’t hold back in saying how I feel, nor do I push people to accept my ideas. 5. I am able to say “NO” if I really don’t have the time or resources, even though that may make the other person feel bad that I declined their invitation/request. 6. When people understand why I can’t do something they asked me to do, I offer my gratitude to them by thanking them for understanding. 7. When someone tells me a “no” for something I asked them to do, or for an invitation, I am able to politely & professionally explain to them the positive benefit/negative consequence of their decision to say no. 8. When I make a work call, I ensure to greet the person & ask if I’m talking to the right person. 9. On a business/sales/work call, I take permission from the person by asking them if it’s the right time to talk. Page 30 of 40  10. When I answer a difficult phone call from a customer, & they are angry or irritated because they have a problem with the product or service of my organization, I give them time to vent, apologize for the inconvenience caused, empathize with them & find out from them about what it is that they really need. Based on the answers you have picked, add the numbers to assess your listening Skills. You are either Basic, Intermediate and Proficient levels based on your Score. Basic: Less than 30 Intermediate: 30-40 Proficient: Greater than 40 Written Communication: 1. Before I send out an email, I ensure that I write a short summary of what the email is about in the ‘Subject Line’ 2. I usually use salutations like “Dear…” or “Ms…” instead of “Good morning/afternoon” in my emails. 3. While writing an email to a stranger I address what I want, why should the email be read, who I am, & how I learnt about the stranger at the start of the email. 4. I follow the SMART method (Specific, Measurable, Attainable, Reasons, Time-bound) of closing my emails that have a call-to- action. 5. My designation is part of my email signature. 6. Instead of attaching multiple files to the same email, I ZIP the attachments & send it across. 7. My emails don’t have very short or very long paragraphs. They are in coherent paragraphs & are concise. Based on the answers you have picked, add the numbers to assess your listening skills. Page 31 of 40 You are either Basic, Intermediate and Proficient levels based on your Score. Basic: Less than 21 Intermediate: 21-28 Proficient: Greater than 28 Self-Assessment Result Levels Listening Spoken Written Basic Intermediate Proficient Page 32 of 40  ASSIMILATION EXERCISE What have been your top 3 takeaways from the Business Communication Mastery Program? _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ What do you need to focus & prioritize as a Next Step? _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ What will be the impact in your personal and professional life, when you implement what you have learnt in the last 2 days? _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ Page 33 of 40 My Notes Page 34 of 40 My Notes Page 35 of 40 My Notes Page 36 of 40 My Notes Page 37 of 40 Parking Lot Page 38 of 40 Parking Lot Page 39 of 40 Page 40 of 40