Business Communication Training for FBN Graduate Trainee 2024 PDF

Business Communication Training (The 2024 FirstBank Pan-African Graduate Trainee Programme.) Participants Manual 2  5 3 PLEASE… turn off or put on silent mode 4 5 6 Questions facilitate understanding, so feel free to ask ques...

Business Communication Training (The 2024 FirstBank Pan-African Graduate Trainee Programme.) Participants Manual 2  5 3 PLEASE… turn off or put on silent mode 4 5 6 Questions facilitate understanding, so feel free to ask questions 7 8  Business Communication Training 9  Table of Contents 01 Overview of Business Communication Effective 02 Grammar Business Communication 03 Effective Business Writing Skills 04 Communication Ethics and Etiquette 10  Learning Outcomes Carryout task with Communicate in line Communicate in a minimal error and with the Bank’s confident and clear improve turn around communication manner. time. standards. Undertake necessary Dress appropriately protocols for and project business meetings professional image. and functions. 11  Module 1 Overview of Business Communication 12 87% of your success in all areas of your life will be determined by your ability to communicate effectively with others. 13 Communication and Success Technical Skills & Knowledge 13% 87% Interpersonal & Communication Skills Source: Stanford Research Institute, USA 14 What is Communication 15  What is Communication? Two-way Facilitates Can Glue that Can communicate information information substantially helps deepen negative or sharing process sharing contribute to connections difficult messages between commercial without creating employees success conflict or destroying trust 18 Real communication is the message received not the message intended 19 Communication is not just what you say. It is the reaction it causes in the listener. 18  “People may not remember what you say but they will definitely remember how you made them feel by how you say it” 19  Basic Communication Model Receiver understands message Receiver Receiver understands Sender’s ideas NOISE got the message message Channel carries message Sender’s message NOISE Additional feedback to receiver 20 Role of Communication in Business Vision Casting Influencing Action 21  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 22 Tools for Effective Business Communication 23  General Rules for using Business Communication Tools Avoid Polite and Do not Do not Respond abbreviati profe- spam engage at quickly ons or ssional customers odd hours shorthand 24 Communication Components Words Voice Cadence Body Language 7% 55% 38% 25  Types of Communication Oral Written Nonverbal communication communication communication 26 Oral Communication Direct communication between two people Both parties relate their ideas through spoken words Speaker can ask questions and seek explanation or clarification based on what is heard 27 Oral Communication Two components: Verbal words, vocabulary tone, speed, pitch, and Paraverbal volume 28 Mastering Non-Verbal Communication Non-verbal cues in communication refers to our use of body language – from our facial construct to our gesticulations and stance. 29  Beyond what we say, non-verbal cues amplify our communication because 55% of our communication is driven by our body language. 30 31  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. FACIAL EXPRESSIONS Smiles and frowns speak a million words. A raised eyebrow can mean inquisitiveness, curiosity, or disbelief. Chewing one’s lips can indicate thinking, or it can be a sign of boredom, anxiety, or nervousness. THE WAY THAT WE ARE STANDING OR SITTING Sitting hunched over typically indicates stress or discomfort. Leaning back when standing or sitting indicates a casual and relaxed demeanor. Standing ramrod straight typically indicates stiffness and anxiety. 32  Your boss asks you to come into his Beyond what we say, body office to discuss a new project. He looks stern and his arms are crossed. language and non-verbal A team member tells you they have bad news, but they are smiling as they say it. cues amplifies our You tell a co-worker that you cannot communication help them with a project. They say that it’s OK, but they slam your office door on their way out. 33 7 Cs of Effective Communication 34 35 (1) Clarity Implies emphasizing specific message or goal at a time Involves communicating in a way that avoids misunderstanding FEATURES: Makes understanding easier Complete clarity of thoughts and ideas enhances message’s meaning 36 (2) Conciseness Communicating what you want to convey in as little words as possible Necessity for effective communication FEATURES: Time and cost saving Underlines and highlights main message Provides short and essential message in limited words More appealing and comprehensible 37 (3) Correctness Implies that you avoid grammatical errors Features: ▪ Message is exact, correct and well-timed ▪ Checks for the precision and accurateness of facts and figures ▪ Makes use of appropriate and correct language in the message 38 (4) Courteous Message should show sender’s expression and respect receiver Sender should be polite, judicious, reflective, and enthusiastic. FEATURES: ▪ Takes into consideration both viewpoints and receiver’s feelings ▪ Positive and focused on audience ▪ Not biased 39 (5) Concreteness Specific and clear Strengthens confidence FEATURES: ▪ Supported with specific facts and figures ▪ Use clear words that build reputation ▪ Not misinterpreted 40 (6) Consideration Implies “stepping into the shoes of others” Must take the audience into consideration Imagine your audience: requirements, emotions, and problems Ensure audience self-respect is maintained and their emotions undamaged 41 (7) Completeness Should convey all facts required by audience Sender considers receiver Sender should communicate all facts and figures related to message 42 (7) Completeness Use 5Ws: WHAT, WHY, WHEN, WHERE, WHO Useful for writing requests or informative messages. For example, if you order a product, clearly indicate the following: WHY you WHERE it WHO WHAT you WHEN you need it should be should want need it sent sent to receive it 43  What is your Communication Style? 44 Communication Styles 45 Passive Communication Pattern in which you avoid expressing your opinions or feelings, protecting their rights, identifying and meeting your needs You do not respond to hurtful or anger-inducing situations You allow grievances and annoyances to mount 46 Aggressive Communication Express feelings and opinions Advocate needs in a way that violates the rights of others Verbally and/or physically abusive 47 Passive-Aggressive Communication Appear passive on the surface but are really acting out anger in a subtle, indirect, or behind- the-scenes way Feel resentful Express anger by subtly undermining object of their resentment 48 Assertive Communication Clearly state opinions and feelings Firmly advocate for your rights and needs without violating rights of others Value yourself, your time, emotional, spiritual, and physical needs Strong advocate for yourself while being very respectful of other people’s rights 49 Elements Aggressive Passive (Acquiescent) Assertive Mottos & o "Everyone should be like me." o "Don't express your true o Believes self and others are valuable Beliefs o "I am never wrong." feelings." o Knowing that assertiveness doesn't mean o "I've got rights, but you don't." o "Don't make waves." you always win, but that you handled the o "Don't disagree." situation as effectively as possible o "Others have more rights o "I have rights and so do others." than I do." Communi- o Close minded o Indirect o Effective, active listener cation Style o Poor listener o Always agrees o States limits, expectations o Has difficulty seeing the other o Doesn't speak up o States observations, no labels or judgments person's point of view o Hesitant o Expresses self directly, honestly, and as o Interrupts soon as possible about feelings and wants o Monopolizing o Checks on others feelings Characteristics o Achieves goals, often at others' o Apologetic, self- o Non-judgmental expense conscious o Observes behavior rather than labeling o Domineering, bullying o Trusts others, but not self o Trusts self & others o Patronizing o Doesn't express own o Confident, Self-aware o Condescending, sarcastic wants and feelings o Open, flexible, o Allows others to make o Playful, decisions for self o Decisive, Proactive, initiating o Doesn't get what he or she wants 50 Elements Aggressive Passive (Acquiescent) Assertive Behavior o Puts others down o Sighs a lot o Operates from choice o Doesn't ever think they are o Tries to sit on both sides of the fence o Knows what it is needed & wrong to avoid conflict develops a plan to get it o Bossy o Clams up when feeling treated unfairly o Action-oriented o Moves into people's space, o Asks permission unnecessarily o Firm overpowers o Complains instead of taking action o Realistic in her o Jumps on others, pushes people o Lets others make choices expectations around o Has difficulty implementing plans o Fair, Consistent o Know-it-all attitude o Takes51appropriate action o Doesn't show appreciation toward getting what she wants without denying rights of others Nonverbal Cues o Points, shakes finger o Fidgets o Open, natural gestures o Frowns o Nods head often; comes across as o Attentive, interested facial o Squints eyes critically pleading expression o Glares, Stares o Lack of facial animation o Direct eye contact o Rigid posture o Smiles and nods in agreement o Confident or relaxed posture o Critical, loud, yelling tone of o Downcast eyes o Vocal volume appropriate, voice o Slumped posture expressive, Varied rate of o Fast, clipped speech o Low volume, meek speech o Up talk o Fast, when anxious; slow, hesitant, when doubtful Verbal Cues o You must (should, ought o "You should do it." o "I choose to..." better)." o "You have more experience than I do." o "What are my options?" o "Don't ask why. Just do it." o "I can't " o "What alternatives do we Elements Aggressive Passive (Acquiescent) Assertive Confrontation o Must win arguments, threatens, attacks o Avoids, ignores, leaves, postpones o Negotiates, bargains, & Problem o Operates from win/lose position o Withdraws, is sullen and silent trades off, compromises Solving o Agrees externally, while disagreeing o Confronts problems at the internally time they happen o Expends energy to avoid conflicts that o Doesn't let negative are anxiety provoking feelings build up o Spends too much time asking for advice, supervision o Agrees too often Feelings felt o Anger o Powerlessness o Enthusiasm o Hostility o Wonders why doesn't receive credit for o Well being o Frustration good work o Even tempered o Impatience o Chalks lack of recognition to others' inabilities Effects o Provokes counter- aggression, alienation o Gives up being him or herself o Increased self-esteem and from others, ill health o Builds dependency relationships self-confidence o Wastes time and energy over- o Doesn't know where he or she stands o Increased self-esteem of supervising others o Slowly loses self esteem others o Pays high price in human relationships o Promotes others' causes o Feels motivated and o Fosters resistance, defiance, sabotaging, o Is not well-liked understood striking back, forming alliances, lying, o Others know where they covering up stand o Forces compliance with resentment 52 CLASS DISCUSSION 1. What is your Communication Style? 2. What adjustments can you make to become more assertive? 53 Giving Effective Feedback 54  Categories of Feedback There are two major Categories of Feedback: CONSTRUCTIVE FEEDBACK Specific, objective, and actionable feedback that helps improve performance. DESTRUCTIVE FEEDBACK Criticizes without being specific, or focused on improvement. Cripples and disempowers the receiver. 55 Types of Constructive Feedback Negative Positive Negative Positive Praise feedback feedback feedforward feedforward A statement Affirming Corrective Affirming Positive calling a comments comments comments statements person’s about past about future about future about a person attention to behavior that performance. behavior. Most what was was good and Focuses on Focused on employees will poorly done in successful. behavior that behavior that respond to the past. should be will improve praise with avoided in the performance increase in future. in the future. self-esteem, self-efficacy and/or confidence 56 Types of Destructive Feedback Sarcasm and Personal Blame and Negative Criticism condescension attacks accusation labeling Focusing on Using mocking An abusive Focusing on Using what's going or belittling remark about who's at fault derogatory wrong, tone to a person’s rather than labels or without criticize. behavior finding stereotypes to acknowledging Using humour without solutions. This criticize. This is what's going to belittle or supporting entails usually an right. mock others. evidence, pointing expression of Calling usually using. fingers instead judgments and someone out This usually of taking conclusions in front of entails ownership that are not others, rather complaints fact checked. than privately with the use of intensifiers 57  Qualities of Effective Feedback Based on observation Should be objective and not subjective Focused on behavior that can be changed What the individual did well and what they could do better Given in private. Given in good time. 58 Techniques for Giving Feedback ‘Stop, Start, Continue’ Feedback Sandwich Discuss with your mentee: Make positive statements what they feel they should discuss areas for stop doing improvement what they feel they should Finish with more positive start doing statements. what they wish to continue doing 59 Barriers to Effective Communication 60  Barriers to Effective Communication Jargon Emotional barriers Lack of attention, interest, distractions, or irrelevance to receiver Differences in perception and viewpoint Physical disabilities 61  Barriers to Effective Communication Language differences and unfamiliar accents Expectations and prejudices causing stereotyping Cultural differences 62 Managing and Make ideas clear before communicating Ensure communication time is good Overcoming Be clear and use language that is understood Communication Respect other’s desire to not communicate Barriers Check listener(s) understand(s) you correctly 63 Managing and Overcoming Communication Barriers Communicate in location free of distractions Acknowledge any emotional responses recipient has Don’t make any judgements about what someone may be experiencing; always ask Take care of your body language, tone and message content 64  CASE STUDY Chike works in Lagos, Nigeria, while his colleague, John, works at the company headquarters in Atlanta, Georgia. Six hours separate their offices. One day, right after lunch, Chike called John to ask for help with an issue. Chike had been at work for over six hours already; he is bright, chipper, and in the groove. John, however, had not gotten to the office and is, in fact, running late. He does not feel awake and chipper and is, therefore, perhaps not as responsive and helpful in answering Chike’s question as he normally is. Chike thinks, “Geez, what’s always wrong with this John?” In response to the way he perceives John’s behavior, he, too, stops communicating. Their effort to solve a problem together has failed. 1. Highlight the issues 2. Provide solutions to the issues identified 65 Module 2 Grammar 66 What is Grammar in English? 67 Grammar is a system of rules that allows us to structure sentences. It includes several aspects of the English language, like: ❖ Parts of speech (verbs, adjectives, nouns, adverbs, prepositions, conjunctions, modifiers, etc.) ❖ Clauses (e.g. independent, dependent, compound) ❖ Punctuation (like commas, semicolons, and periods — when applied to usage) ❖ Mechanics of language (like word order, semantics, and sentence structure) 68 The 8 Grammatical Classes (Part of Speech) in English 69 What is a Sentence in English Grammar? 70 A sentence means a group of words that makes complete sense. It begins with a capital letter and ends with a full stop. It always contains a finite verb. A sentence may be a statement, question, exclamation, or command. It consists of a main clause and one or more subordinate clauses. A sentence may be short and simple or long and complex. For example: She likes banking She likes banking corporate clients She likes banking corporate clients that are in consulting She likes banking corporate clients that are in consulting and have fat checks 71  Clauses in Sentence A clause is a group of words consisting of a subject and a predicate. It can make complete sense on its own. It may or may not be part of a sentence. Types of Clauses Definition Example Main or Independent It can stand by itself as a complete sentence She lives in Lagos Clause Edet works in FirstBank Subordinate or Dependent A subordinate clause does not make complete She has a ring which is made Clause sense on its own. It is dependent on the main clause of diamonds This is the place where Himalaya was buried 72 Sentence Classification 73  Sentence Classification According to Function Types of Clauses Definition Example Declarative These sentences make a declaration in the form of a The teacher is going to the class room (simple /Assertive statement, an opinion, a suggestion, a proverb or a statement) Sentences universal truth. These can be positive or negative but James is a good singer (opinion) (declaration) always end with a full stop. The sun rises in the east. (universal truth) Barking dogs seldom bite (proverb) Imperative These sentences express an order, command, advice, Get out (Command) Sentences request, proposal or suggestion. These may end with Always Speak the truth (Advice) a full stop or exclamation depending on the Please be patient (request) imperative word Let’s go to the book fair (suggestion) Interrogative These sentences ask questions. ‘Wh’ and a verb are Who is your father? Sentences used to frame an interrogative sentence. A question When are you going to London? mark comes after such a question Do you have any money? Exclamatory These sentences express strong emotions or feelings Alas! India lost the match. (regret) Sentences such as joy, surprise, wonder, regret, etc. An Hurray! My daughter passed the IIT examination (joy) exclamatory sentence ends with an exclamation Oh my God! It is raining. (surprise) mark What a shame! (regret) 74 What a beautiful scene! (wonder) 74 Sentence Classification according to Structure 75 Common Grammatical Errors Wrong Right Please come again madam ( to repeat what she Please could you say that again madam. said). Our proposal is more better than theirs. Our proposal is better than theirs. Return back the files to where you took them. Return the files to where you took them. This letter does not really worth it. This letter is not worth it Some of the officers are gossipers Some of the officers are gossips. Fola is brilliant. She answered the question Fola is brilliant. She answered the question offhead. off-hand. 76 Unnecessary Words That, which, there, it and who - leave Better: Three people will be them out when no misunderstanding attending the concert.. would result. Weak: It is deemed imperative There-unless it’s the subject, it can that we arrive on time. usually be left out. Better: we must arrive on time Example Weak: It is the opinion of Weak: In the past, there were few management that profits will rise politicians who could be trusted. next quarter. Better: in the past, few politicians Better: Management believes could be trusted. profit will rise next quarter. Weak: There will be three people attending the concert. 77 Elocution It is the art of speaking in such a manner that the voice may be heard, the words understood, and the sentiments and feelings appreciated by those to whom they are addressed. Elocution is different from speech, while is a spoken expression of ideas and opinions, elocution is the manner of delivering the speech. 78 Elocution Speech vs. Elocution Speech – spoken expression of ideas and opinions Elocution – manner of delivering the speech Two types of sounds Vowel (e.g. honour) Consonant (e.g. university) 79 Vowel Sounds Consonant Sounds 80 Elocution Sound Exercise 1. She sells seashells by the seashore. Suzie works in a shoeshine shop. Where she shines she sits and she sits she shines 2. Henry hit me on the head with a hammer. Emphasize your ‘H’ and don’t ignore it. Blowing hot air into the issue will only allow the hysterical outbursts of anger. 81 Elocution Benefit of Diction Exercise 1. It strengthen and stretches the muscles involved in speech 2. It brings to your attention habitual speech patterns which may be less than perfect. 3. To help you perfect the production of certain sounds in speech 4. To help you achieve clarity, even in rapid speech 82  Glossary of Commonly Mispronounced Words WORDS PHONETICS TRANSCRIPTION SOUND Basic /beisIk/ Beisic Cash /kæ∫/ kesh Debtor / Debt /det∂/ /det/ Detor, Det Deposit /dIpDzIt/ Dipozit Graduate /græʤueit/ Grajuate Legal / li:g∂l / Ligle Motivate /m∂υtiveit/ Mowtivaite Money /m⋀ni/ moni Transfer /trænsf∂/ trensfr Teller /tel∂/ telr 83 Most commonly mispronounced sounds in Nigeria TH Consonant Sounds the, father, them think, birthday, south H Consonant Sounds he, behind, who, whom S Consonant Sounds Sea, sow, sit SH Consonant Sounds She, Short, Shell F Consonant Sounds Fish, Fan, Family  Words Wrongly Stressed WRONG RIGHT Balance SHEET BALANCE sheet upLOAD, UPLoad Appreciate aPPREciate Challenging CHAllenging ChequeBOOK, CHEQUEbook 85  Module 3 Effective Business Writing Skills 86  Four Categories of Business Writing 1. Instructional 2. Informational User Manual Reports Specifications Financials Memos Minutes Letters 3. Persuasive 4. Transactional Proposals Employment/ Dismissal Sales Email or Letter notice Press Release Contracts & Agreements Emails 87  Planning and Organizing your Writing CLARIFY PURPOSE - After reading my document, I Who is/are your reader? want my reader to... To Take action CC Be inspired/influenced BCC Be educated/informed Ge certain Instructions OPENING - Capture, Connect and Clarify BODY: Convey What is your salutation? What are your key points, findings, What is this document about? (Topic/Subject) demonstrations, conclusions or explanations? What circumstances led you to write this Brainstorm – then sequence your Ras document? (Context) What do you want the reader to do, feel, understand, learn, know? (Purpose) CLOSE: Confirm with your reader Remind me, what are the key points? What are the next steps, if any? What do you want me to do? By when? Close out salutation and Signature 88  Three Rules of Business Writing Keep it Keep it Keep it Simple Structured Straight Forward 89 General Rules for Business Writing Be specific and concrete Avoid jargon Use a friendly, positive tone Get to the point quickly Translate archaic language into conversational words and phrases Read your communication aloud often Be mindful and considerate 90 AHA! Two elements affect readers comprehension: 1. sentence length 2. number of syllables 91  As a general rule, your sentences should average between 10 and 17 words. The more technical, the longer you can make the sentence. But if consecutive sentences contain more than 14 or 15 words, you’re in danger of losing your reader. Also, Too many words of three or more syllables will make the reader shut you off, as if the strain were too great for one session. If you’re writing for wide audience, use a few words as long as you can. 92 Write Clearly and Concisely: Remove Wordiness Using unnecessary Using unnecessary Using too many words repetition words Actually, we basically Cancel out In view of the fact anticipate increasing that... Large in size overtime for During the time Completely finished individual operators. that… Reverse back There is a possibility At this present time… that staff appraisals 9:00 AM in the In the event that… may be delayed. morning In most cases… 93 Write Clearly and Concisely: Remove Confusion Using unnecessary Being vague or Over-using big jargon or ambiguous words abbreviations VAGUE: It is fruitless to We express our value Please respond at become lachrymose to society through our your earliest over precipitately CI statement.… convenience. departed lacteal The new FMIS system fluid. from Global provides AMBIGUOUS: VOR/DME nav I have never met redundancy, as well as anyone like your MD Scintillate, scintillate, enhanced GPS before. asteroid minific. 94 capability.  Seek to Express NOT impress “Reasonable suspicion exists when an officer is aware of specific, articulable facts which, when considered with the objective and reasonable inferences, forms the basis for particularized suspicion.” Beverly Ginn (Arizona attorney on controversial Arizona immigration law) 95 Use of Punctuation Marks 99  1. Her mistake was evident to the eye. 2. I personally don’t agree with that proposition Class Activity 3. The folders are red in color 4. His views are shallow in depth 5. The average annual income in our community is $36,000 a year 6. He’s equally as bright as you 7. The report was long in length 8. This floor is restricted just to our personnel Eliminate Extra 9. Refer back to table A 10. He handles approximately 14 to 18 letters each day words 11. Rewrite the report again before handing it in 12. Her solution is more preferable to yours 13. The month of December proved more rewarding than expected 14. You’ll find the answer on page twenty-four(24) of the manual 97 Letter Writing 98  Letterhead EXCELLENCE 286, Ilupeju Bypass Way, Ilupeju, Lagos BLOCK LETTER STYLE E-mail: [email protected] CONSULTING www.excellenceconsulting.org 01-263899; +234 808 200 1054 Line spacing = single Dateline (UK) (US) June 20 20, June 2019 2019 Mr. Tunde Esan CEO DKY Cleaning Co. 30, Adeola Odeku Street Inside address Victoria Island, Lagos Attention line Attention: Ms. Lilian Ekong, Exec. PA to CEO Dear Mr. Esan, Why are you Subject line writing? topic, scope, later ref. “Finding and Keeping Great Hourly Employees” CD It was a pleasure to meet you at the National Cleaners’ Conference in Victoria Island, Lagos. What will they read Margin As promised, enclosed is a copy of the above-mentioned CD. Once again, I apologise that we ran out of CDs when you stopped by our booth. about? Do let me know if you have any comments on the tutorial or suggestions for future topics. 1” We look forward to hearing from you soon. What will happen Complimentary closing Yours sincerely, next? when? why? for: Excellence Consulting Co. signature 4 spaces Writer’s signature Mrs. Rachel Enahoro Director, Sales & Marketing Signer’s ID 0808 200 6060 Enclosure (1) Components of cc: notation cc: Mr. Sani Kareem, Managing Director Ms. Uchenna Okonkwo, Training Manager a Business Letter 99 Negative News? Use DE-EMPHASIS technique Start with neutral information State negative news in these places: - a paragraph located in middle of the letter - in middle of paragraph - in middle of long sentence Use passive voice Avoid repeating/restating the bad news Avoid boldface 100  BAD NEWS LETTER Dear Mrs. Adeyemo, neutral information It was a pleasure to help you furnish your new office in Ikeja. This is because you are one of our best customers, and we have enjoyed working with you in creating a vibrant office space. Negative news Your desire to help the less fortunate is commendable. However, a recent fire in our warehouse has placed an unusual financial burden on us. Therefore, we will not be able to contribute to your annual Toys for Tots fund drive this year. Instead, several of us are willing to volunteer to work at the drive if it would help. Do let me know if this works for you, so that we can plan for it. Thanks for all the important work you do for the children in your community. Yours sincerely, Mr. A. Gana 101 Persuasive Letter? EMPHASIS techniques for PERSUASIVE LETTERS State desire-building qualities in these places (AIDA): - near beginning and end of paragraph - in short sentences Use active voice Restate desire-building qualities Use boldface 102 Memo Writing 103 104 Writing Emails 105 Sample Email Format Re: Your Proposal to Supply Us Office Stationery Dear Sir, Thank you for your proposal, which is still being reviewed. [SITUATION] However, we have received lower bids from other vendors; even though we know you have the corporate capacity to handle our requests compared to the others. [COMPLICATION] Therefore, please revise your charges accordingly [RESOLUTION], and submit a revised proposal by Friday, April 30, 2018. [ACTION] We look forward to your feedback. [POLITENESS] Best regards, 106 E-mail Guidelines Subject Line is Avoid one-word descriptions (e.g., Important, Help, or Urgent) Vital (make it informative) Bad Subject Line: “Re: Re: Re: Audit Review Process” Good Subject Line: “Re: Audit Review Process (Jan.– Dec. 2015) Salutation/ Use the addressee’s name and title if it is a formal message. Greeting Individual: Dear Mr. Okonkwo, Hello Tunde, Greetings Felix, Good morning/afternoon/evening Group: Dear all/Greetings all or Dear “Name of Dept.” 107 E-mail Guidelines Introduction Provides summary of the issue or request – one or two /Purpose sentences Provides context of the detail to follow Detail Provides background or supporting detail Limit to as few bullet points or short paragraphs Provide brief explanation: 5W &1H 108 E-mail Guidelines Ask/Action Provide a specific call to action Be clear on “who” needs to perform “what”. Deadlines? Provide rationale and/or benefits Closing Signoff Provide courteous “Thank you” and or “Best regards” Goodbye 109 Email Writing: What to Avoid ALL CAPS or !!! ??? (shouting and appears rude) Fancy fonts using all lower case without appropriate punctuation Using multiple font colours in one email. 110 Addressing your Email Send the same email to multiple addresses using the ‘To’ field cc stands for carbon copy bcc stands for blind carbon copy 111 Writing Reports & Proposals 112  Producing the Proposal: The Structure SECTION 1 SECTION 2 SECTION 3 Executive About Us Project Results and Summary (unsolicited only) Understanding Solution SECTION 4 SECTION 5 SECTION 6 Benefits Costs Relevant Appendices Experience 113 TITLE PAGE Public Sector 1. Avoid boring titles Teacher training 2. Include recommendation and/or benefit A PROPOSAL Enhancing Public Sector Presented to: Teacher Performance Potential Client’s Name through qualitative training Prepared by: YOUR LOGO May 15, 2017 114 Executive Summary Most important component Brief coverage of the structural elements describing: current situation – problem or opportunity facing reader results of solving the problem or exploiting the opportunity Describe how you’re proposing to do this (solution) Describe the cost associated with the proposal Describe the major benefits for the reader 115 Proposal Structure Who you are What you do About Us: Vision “As one of the leading providers…” Mission Unique Selling Proposition History/Background Your Requirements: Problem “We understand your require…” Consequences Desired Results: Where does the reader want to be? “We propose to deliver the Deliverables/Objectives/Outcomes/O following results:…” utput 116 Proposal Structure Solution - what, why and How will you deliver the results? (solution) how: “Your requirements will be met by our Why will you use this method? qualitative solutions…” Use a hierarchical series of steps Provide track record Experience “With 50 Prove it, by adding: “For example…” qualified employees…” Include mgt. team BE BRIEF Justify cost Cost/Fees “We will deliver Non accountants should understand at a cost of…” Overview of numbers and accounting details 117 Practice of Report Writing Objective: Is to write a summary of an event/project in a way that captures the details such that your reader gets all that they need to get and understand about the event/project. 118  Typical Report Structure Introduction Background Purpose Scope Structure Methods Studies or Investigation Findings Results of studies/investigation Conclusion Restate report’s purpose Provide response to purpose Recommendations Relate to previous points Bulletise key recommendations 119 Executive Summary The aim of this report is to determine the effectiveness Purpose Statement of a two-day effective business writing training programme… Methods A pre-course and post-course assessment exercise was conducted… Findings The results indicate that the majority of staff... Conclusion The report concludes that… Recommendation We recommended that 120  Executive Summary Guidelines What are you Why is it Who are writing writing about? important? the report for? This consultants’ report is published to inform State Government (who) risks to water quality in Niger river and to advise on pollution-control measures (what). If ignored, these risks could lead to further loss of fish stocks (why). 121 Contents Page Executive Summary TABLE OF CONTENTS 1. Introduction 2. Methods 3. Findings/Results 3.1 Assessment exercises limit your NUMBERING to 3.1.1 Pre-course assessment three levels (i.e. DON’T use 3.1.2 Post-course assessment 2.1.1.1) 4. Conclusion and Recommendations References Appendices 122 INTRODUCTION Background info. Due to concerns about their staff’s writing skills, XYZ (context) Ltd. requested for a business writing training prog…. This report presents the results of the two-day Purpose business writing training programme for…. The report does not seek to analyse the training Scope programme’s content and methodology. Structure The report is divided into three sections, namely:… 123 THE DISCUSSIONS: Report Methods Use 5W-1H questioning technique The training session involved the following activities: Pre-course and post-course assessment writing exercise Four-session presentation on the foundations, principles and practices of writing Team competitions Workbook exercises Games and ice breakers 124 THE DISCUSSIONS: Findings or Results ⚫ Results of analysis ⚫ Present data 3.1 Pre-course assessment quiz Pre-course Post-course Stream 1 results results Five respondents answered 15 F 8 0 multiple choice questions, which D 4 0 covered the following topics: C 3 7 B 1 9 The results of the quiz are presented A 0 9 Total 25 25 in the graph below: 125 CONCLUSIONS ⚫ Summarize main ⚫ Restate and respond to report’s points/opinions about findings purpose and objectives Most of the participants had weak foundation writing skills – grammar, punctuation, spelling etc. Therefore, more time was spent on this area. Consequently, we had less time to address the principles and practice of writing. 126 RECOMMENDATIONS ⚫ Relate to discussion in main report ⚫ Bulletize key recommendations The following recommendations are listed in order of priority: 1. Avoid training staff on weekends 2. Focus on two-level training for staff: Basic/ Foundation … Intermediate… 127 APPENDICES ⚫ Additional information not ⚫ It should support your analysis essential to explain your or validate your conclusions findings APPENDIX A Data, charts, graphs of exercises/activities APPENDIX B Photos of training sessions 128 Proofreading Tools 129  1. You are the branch manager of FBN Iganmu and the Bank has decided to suspend all walk-in bank transactions as a result of an ongoing pandemic. Write a letter informing your customers of the latest development and advise on possible alternatives. 2. Write a report to the head of FirstAcacdemy Iganmu, sharing your experience during your business communication training in detail. 3. You are the manager of a phone store and have been informed that Group Activity FirstBank is looking to buy 20,000 smartphones for their customers (SMEs) to support and promote online transactions. Kindly write a proposal to the head of FBN procurement to supply the smartphones. 4. As the team-lead employee relations, kindly write a memo to the group head of human resources on the need to consider a hybrid work arrangement as a result of the current Nigerian economic situation. 5. Write an email to your company’s HR requesting for some time off work. 130  Module 4 Communication Ethics and Etiquette 131 Pillars of Ethical Communication 132 Saved by Courtesy. Case study "A lady worked at a meat distribution factory. One day, when she finished with her work schedule, she went into the meat cold room (Freezer) to inspect something, but in a moment of misfortune, the door closed and she was locked inside with no help in sight. Although she screamed and knocked with all her might, her cries went unheard as no one could hear her. Most of the workers had already gone, and outside the cold room it’s impossible to hear what was going on inside. Five hours later, whilst she was at the verge of death, the security guard of the factory eventually opened the door. She was miraculously saved from dying that day. 2 days later, after recovering from the shock of it all, she went to thank the security guard and asked how come he knew she was there, since it wasn't his usual work routine. His explanation: "I've been working in this factory for 35 years, hundreds of workers come in and out every day, but you're one of the few who greet me in the morning and say goodbye to me every night when leaving after work. Many treat me as if I'm invisible. On that day, as you reported for work, like all other days, you greeted me in your simple manner 'Hello’. However, in the evening after work hours, I curiously observed that I had not heard your ‘bye, see you tomorrow’. Hence, I decided to check around the factory. I look forward to your 'hi' and 'bye' every day because they remind me that I am someone. By not hearing your farewell that day, I knew something had happened. That's why I was searching everywhere for you...". It was the act of kindness each day that in turn saved her life. 133  Tips For Workplace Courtesy Courtesy is a polite remark or respectful act and its all using your good manners, which is why it shares roots with the word courteous 134  Tips For Workplace Courtesy Stand straight, make eye contact, turn towards people when they are speaking, and genuinely smile at people Learn names and learn them quickly Follow your office dress code Don’t make value judgments on people’s importance in the workplace. Respect people’s personal space. Return phone calls and emails within 24 hours Ask before putting someone on speakerphone 135  Tips For Workplace Courtesy When emailing, use the subject box, and make sure it directly relates to what you are writing. For a meeting in someone’s office, don’t arrive more than five minutes early Don’t arrive late …ever Don’t interrupt people on the phone Don’t try to communicate with them verbally or with sign language. 136  Intercultural Communication in the Workplace Discipline that studies communication across different cultures and social groups. Describes varying communication processes and problems within organization or social context of people from different religious, social, ethnic, and educational backgrounds. 137  Intercultural Communication in the Workplace Seeks to understand how people from different countries and cultures act, communicate and perceive the world around them. 138 How To Manage Intercultural Communication in the Workplace Embrace diversity and accommodate cultural differences Be mindful of ethnicities around you in the workplace Concentrate on content, not delivery and pay attention to nonverbal communication Anticipate the meaning the receiver will get Avoid closed questions Don’t phrase a question that needs a ‘yes’ or ‘no’ answer 139 How To Manage Intercultural Communication in the Workplace Careful encoding of messages Improve listening and observation skills Repeat or confirm what you think was being said Avoid colloquialisms, jokes, and idioms Promote open communication 140  Communicating Without Bias Bias-free communication is speech or writing that attempts to include people of all ethnicities, gender identities, sexual orientations, religious affiliations, abilities, and ages by communicating in a way that makes no assumptions about the receiver of such communication. An important part of communicating in a bias-free manner is by making sure you are engaging in meaningful conversations, using bias-free language. The writer's word choice is vital in terms of effectively communicating in ways that do not offend the receiver. 141  Bias Free Communication Communicates in a way that makes no assumptions about the receiver Word choice is vital to effectively communicating in ways that do not offend the receiver 142 Bias Free Communication Speech/writing that tries to include all people: ethnicities gender identities sexual orientations religious affiliations abilities ages 143 Bias Free Communication “Your people…” Race and Ethnicity Avoid qualifiers that imply that all members of specific ethnic groups or races are the same If you specify race or ethnic origin, be certain it is relevant. Avoid language that has questionable racial or ethnic connotations 144 Bias Free Communication Mankind humankind Chairman Chair Manpower Workforce Gender and Gender Identity Maiden name Family name Use gender-neutral words or phrases in your language Identify people by identity characteristics only when relevant Be aware of words, images and situations that suggest that all or most members of a group are the same Avoid qualifiers that reinforce stereotypes 145 Bias Free Communication Gender and Gender Identity Be aware of language that has questionable racial or ethnic connotations. Review media to see if all groups are fairly represented Pay special attention not to limit or imply limitations for anyone to participate in any activity, occupation or area of study Assign tasks on the basis of ability rather than gender, race, disability, or other irrelevant stereotypical characteristics 146 Effective Communication in a Virtual Environment 147 Thank you 135 148  www.highperformanceconsult.com [email protected]; [email protected] 08162668955; 08036333200 136