WRITTEN COMMUNICATION

Features: Formal, conventional, creative, can be initiated by single person, time consuming, generates fewer cycles, used for circulation of information and documentation hence is indispensable.

WRITTEN COMMUNICATION
MEMOS, Notices, circulars, forms, contracts, quotations. REPORTS, orders, complaints. BULLETINS, manuals, hand books. Minutes, Agenda. LETTERS NEWSLETTERS HANDWRITTEN NOTES

(WRITTEN) COMMUNICATION
Inward- from external agencies Outward to external agencies

From other cos, government, suppliers, customers, competitors, shareholders Letters, emails, offers, proposals, orders, requests, Complaints , suggestions, notices

For image building , goodwill and cooperation cannot exist in seclusion Advertisements, media interaction, public relations, Mails ,negotiations, letters , tenders, notices, contracts telephone conversations

Written Communication
Advantages
Ready reference, Permanent Legal defense, accurate, unambiguous. Mass access, distance Uniformity Image building Facilitates assigning responsibility. Permits substitution or revision Essential for organisations

Disadvantages Limited to literacy Time consuming, requires men and materials. Costly. Lacks immediate feedback. Needs expertise of expression. No immediate clarification.

 Creates a permanent record Allows you to store information for future reference Easily distributed All recipients receive the same information Necessary for legal and binding documentation

The Benefits (written)

The Challenges (written)

May seem extremely formal -- use handwritten notes when it is to be personalized Must be well written, straightforward and concise Written communications are usually not read right away

DOs and DONTs (written)

DO -- realize it is not read as soon as it is received DO -- make sure that there is enough time to prepare and send, and for the recipient to receive and digest DO -- assess writing skills, if poor -- get help

Dos and Donts (written)

cont...

DO -- outline key points before producing a draft DO -- always draft a written piece and then reduce all unnecessary language -- be brief DO -- proof-read very carefully before any document is distributed

Dos and Donts (written)

cont...

DONT -- use this form of communication if writing is full of errors -- this reflects poorly on the writer

DONT -- use if communication is time sensitive. If immediate feedback is necessary -- use email

Is it clear? Have you hit your target?

In written communication most confusion & frustration are caused by failing to be specific ..
Make it clear, brief and concise..

Business Correspondence
LETTERS

THE PROBLEM WITH COMMUNICATION IS the illusion that it has been accomplished
George Bernard Shaw
Letters form the basis of all relationships in business.

Guidelines for better business writing

Have a specific audience in mind Know your objectives: types of letters: Routine: orders, quotations, enquiries etc or Special Sale Offers, complaints, Thanks Decide which information is essential Decide how to present the information

Bus. Letters
Classification
Official, Demi-official. Form Letters- notice, interview, appointment. Internal Letters on basis of Subject or Dept. Direct, indirect or persuasive approach. Routine: information, orders, quotations, enquiries etc Special Sale Offers, complaints, Thanks- goodwill/Problem etc.

Contents
Clarity, Impact, Purpose, Relevance, Brevity, Simplicity, Timelines, Appeal, Language, Vocabulary, Style Caution: wrong info. , grammar, length ,jargons, offensive, impersonal, offensive, no relevant info., wrong address, poor quality paper, ink etc. Appearance is part of message. Stationery, folding

Parts of a letter
Heading: Letterhead, Top centre or Top right. Reference no. Date on right parallel to ref. no Inside address, below ref. no., punctuation. (Attention line, For special attention of one ind. Below address) Salutation -gap of 2, coma, colon or none; and Mode of Address: prefix ( for last name, limited Co.) or title of individual ; By designation. Subject line, below/above salutation; indent left /centre, colon after Sub: or no introductory word but CAPS. Underlined.

Contd.
Salutation: match the first line of address, Org- Plural- Dear Sirs/Gentlemen; Designation-Sir; by name- Dear Ms. Tina for Ms. Tina, Finance Manager. Body Complimentary close: 2 lines below last line, left side, coma. Yours Truly, Faithfully Yours, Sincerely if salutation has name. Respectfully for very high public officials. Signature: name is in brackets, 4 lines below for sign and designation, Co. name if not on letterhead.(P.P.- n behalf of; Per Procurartionem or for ) Reference section on left side : Enclosures, courtesy/carbon copies-c.c.; Delivery sevice- Air, Hand, Registered, Express etc.; Initials of the person who dictates the letter and typist. Postscrpit: 3 lines after signing after closing, put initials: for more related info. , friendly note, unrelated matter. Not for forgotten msg.

Style of layout
Indented: Traditional, 5 spaces from left Full block: left margin, address has no punctuation, no comas, double line space bet. paras, easy type Modified block: left except date and complimentary close on right, all paras from left, double space bet. Paras Semi indented/ Semi block: Address is block, paras are indented. NOMA form

Assignment
Order, repeat order, Reply order, Change of order, After sales letter. Enquiry, reply to enquiry. Advise, Help from acquaintances: confidential

Quotations,
Reclaiming lost customers

Internal Communication
NOTICES: Intra / inter departmental for meeting, event , holiday, rule deadlines etc. Tone: Request vs command, courteous. Displayed on boards. Circulars are circulated, person to person and their sig. taken. Circulars have same format as notices but are Numbered Format: Name of org. in centre or on letter head. Word NOTICE below; May write SUB; Date of issue on right followed by matter Signature, name, designation of issuer on left.

Memos
Memorare latin for notably. Intra / Inter office; to put on record, inform or invite but differs in format, tone and style from letters. Conversational vs formal tone but consider relationship, position and topic. Courteous. Contains Sub; no salutation or complimentary close. Can use you or names. Printed standard formats are made by Cos.Full block or Semi block

Format
Heading: Name of org, reference to sender and receiver (To, From) Reference no., date followed by To: From: and Sub: Sentential shorthand Message:

Direct, brief, logical, action plan, maintains goodwill.

Rule for Better Business Writing

Use specific language Use active voice Use plain English and simple sentences Follow the inverted pyramid rule Use topic sentences Avoid clichs Avoid jargon Avoid condescending statements Avoid sexist language Stress the positive Take a stand

Tips for effective writing

Do not start writing without mentally developing the structure Dont omit to think through the introduction Use the situation as the starting point for thinking through the introduction Always put historical chronology in the introduction Limit the introduction to what the reader will agree is true Given a choice, use induction rather than deduction to formulate the argument on the key line level

EMAIL
Email is now the dominant method of communicating in business. It is quick, inexpensive, flexible and convenient

But it could be a time-bomb

USE WITH CARE.

The Benefits (email)

Can be sent and received any time Very time effective, can be sent and received within seconds Cost effective -- no paper, no stamps, no costs -- yet(?) Allows for direct access to others Messages can be saved and stored

The Benefits

(email) cont...

Convenient for communicating with people in different places and different time zones Easier to communicate with people who understand written English but dont speak it well Excellent mechanism for follow-up or action items after a meeting

The Challenges (email)

Not everyone has an email account or access to email at all times Email etiquette -- no standards -- people make up own styles, can be very confusing Email is not confidential -- emails can be obtained from central network even if deleted from personal computers

The Challenges (email)

cont...
Email is too often used to distribute inappropriate material, such as racial and gender jokes
Email is too often used to avoid confrontation and can be easily misinterpreted

The Challenges

(email)

cont...

Email is often sent out without re-reading, proof-reading and other standards applied to written communications. We press the send button too soon
Emails can be forwarded and sent to others without the authors approval or knowledge

The Challenges (email) cont...

Emails are often casual and informal -- this can create a potential hazard Senders often assume that email is read immediately which can create problems

Dos and Donts (email)

DO -- always begin your email with a salutation and the persons name -- a date is a good idea as well DO -- always close the email with a closing sentence and your name DO -- in the subject line write a brief and clear reference to your topic

Dos and Donts (email) cont...

DO -- consider the order of the recipients -- be sensitive to organizational hierarchy DO -- limit the number of attachments DO -- consider the purpose of the email -- why is it being written in the first place? DO -- consider alternatives -- phone, voice mail, note, etc. can be more appropriate

Dos and Donts (email) cont...

DONT -- Send the entire email when replying. Only send the part that is essential DONT -- Be too blunt -- email is the coldest form of communications. Watch the tone. Be friendly but polite DONT -- Write an email longer than two screens -- it probably wont be read

Dos and Donts (email) cont...

DONT -- use CAPS for emphasis in the body of the email. It looks and sounds angry DONT -- use an automatic signature with every email. Use only in your initial email, not when replying to a message

The biggest difference in the quality of your email messages is made by you

MEETINGS
Assembly of persons come together to deliberate on topics and issues of common interest. Facilitate consultation, exchange of info. / views, remove misconception, clarification, review, finalize, fulfill comm. and interaction needs. Help to save time for comm. get new ideas, consensus, motivation, train, resolve, instruct etc.

Types of Meetings
Executive Briefing Informational Meeting with a Sponsor (e.g. Site Visit) Staff Meeting Team-building Informal Others...

Lets Meet

Why Meet?

The primary reason for meetings are to share or brainstorm information or to develop action steps toward accomplishing a goal

Making Meetings Work

1. Make an agenda and stick to it. Send it out before the meeting, if possible 2. Be clear about the reasons for and goals of the meeting, clear objectives. 3. a)Have a facilitator -- either a professional or ask someone at the meeting to step into this role. Make prior preparations like time, duration, venue, participants, acoustics, speakers, chairperson and refreshments etc. 3. b)Follow the process: Beginning, Leading, Conducting, Closing.

Making Meetings Work cont.

4. Watch the time -- do not overrun -- keep the agenda flowing-time limit each item. 5. Add humor, allow for laughter, have fun -- it makes for a much more productive meeting 6. Allow for conflict but deal with it immediately 7. Notice of meeting should be sent out before. 8. Conclusion must be summarised. 9. Action oriented minutes must be recorded. 10. Should be concluded on a pleasant note.

Making Meetings Work: Code for Meetings.

Punctuality and Time mgmt.- Maintain control of the meeting at all times. Dont get off track. Eliminate attendees behaviors that are disruptive, allow discussions not interruption/domination, encourage participation, Allow for questions, be prepared to answer them, no digressions. Minutes of previous meeting, all related records and papers. Brief the chair person. Send info . & reminders to invitees. Set tentative dates for next meeting. Support audio and visual aids, previous knowledge Wrap the meeting up with what was accomplished and follow up action items. Record ideas/ discussion; Assess the outcome. Prepare minutes, obtain approval and dispatch on time.

Meeting Killers -- why they fail

Poor Preparation Ignored agenda Poor time management Lack of participation Strong personalities Lack of leadership Lack of humor and fun No/poor closing

The only thing worse than a bad meeting is a great presentation that could have been sent as a memo

Documents
Notice: inform time & date, place, agenda. Agenda: List of items to be discussed- starting with Approval of minutes of previous meeting, list of matters to be discussed and lastly of any matter arising for which earlier notice was/was not given, with the permission of the chair; time permitting. 2 ways: nouns Appointment ofor infinitive verb. To appoint. Minutes: Mandatory record of work done and decisions taken, for future reference. Available to all participants (mail) or read out in next. Formal or informal; legal document. Approved and signed by chairman or secretary to ensure correct reporting.

Format
Name of Body and nature of meeting Day & Date; Time and place Name of Chairperson, list of other members. Names of non members: invitees, auditors, experts, solicitors etc. Absentee list. Confirmed earlier Resolutions. Also proposals, summary discussions. Voting thereof. Vote of Thanks to the Chair. Written in customary style as per org. norms; simple past tense, impersonal passive voice. ASSIGNMENT for Class.

assignment
Case study of meetings Conferences Summits Retreats

Business REPORTS
An orderly, unbiased communication of factual business information that serves some business purpose. Information for review, evaluating progress, planning, decision making, investigations, market surveys. Makes complex info. simple, has sections and format style: brings out imp.info. more clearly.

Types
Business Routine; progress, Inspection, Audit, Periodic, Performance. Special: FIR, Project, Survey/Feasibility, Investigation. Informational: imp. Time, sequence, category Analytical: Problem identity, criteria, recommendations, and alternatives, solutions. Academic
Organise Experience gained on summer project. Substantive contribution to knowledge through integration of review of lit and methodology developed for understanding and resolution of management problems and the empirical work done therein. Recommendation made should be qualitative and quantitativecost-benefits. Concrete output and contributive, have demonstrable potential to enable further work.

process

Define problem, Matter should be logically analysed Purpose, Outcome assessed, Utility. Draft prepared, rewritten and polished. Bibliography Final draft. Evluation: Clarity Importance of issue Documentation of previous and recent work Approriateness of method- sampling, replicabilty. Solution oriented Accuracy Bias should never be detected Usefulness- incorrect is no use

Guidelines: Develop thinking Narrate in paragraphs Active voice Avoid tech lang or jargons Use visual aids- tables, flow charts, etc. Objectivity, unbiased, avoid vague, ambiguous Acknowledgements Rough drafts and recheck. Headings, divisions, numbering, Formatting, Flow, grammar, interest, size , margins, footnotes numbered.

Outline:
1. Preliminary pages: Title page with Heading; Index content and page nos.; Preface & Acknowledgements; List of tables, graphs; Abbreviations. 2. Main Text: 3. Summary-Introduction, main findings, conclusions. 4. Introduction: Intro. to theme, Review of related literature, research undertaken, methodology. 5. Results: statically analysis, testing of hypothesis, Conclusions, Recommendations 6. End Matter: Annexure, Bibliography, Questionnaire, Indexing, Mathematical derivations, appendices.

Sample
To, The Directors, .., ND Terms of Reference Procedure Findings Recommendations

Topic
Choice: Manageable in view of time and org resources. Potential to Contribute to management theory & practice. Must be built on minimum working knowledge of bus proposition and practices. Scope for in depth exploration. Guides: 2-faculty and org., Developing and vetting the project proposal, attending the proposal presentation, supervising ,guiding, feedback on progress, written feedback on draft, ensure quality of report and compliance of guidelines before forwarding for evaluation.

Summer Project Proposal:Synopsis

Guidelines: Cover page: Name of project, name of student and his guide. Table of contents Introduction: intro of co. and bus environment, depart problem, literature survey and conclusions. Research problem Research Design: methodology, sampling, data, analysis. time frames of completion of each stage. Limitations References

Components of Project Report

Pg i: cover Pg ii:Tittle page Pgiii:Cerificate of Approval. Pg iv:Approval of organisational &faculty guides Pgv-vi: Abstract Pgvii: Acknowledgements Pgviii: Table of contents Pgix:List of figs Pgx: list of tables Pg xi: List of appendices Pg xii: Abbreviations Pg 1:Chapter 1_Intro PGg : chapter 11- Research Design Pg :Chapter 111-Results and Conclusions Pg :Last Chapter-Recommendations and Suggestions References Appendices Make copies

S Q 3R: A STUDY READING STRATEGY

By: Abhijit Chaudhuri - 02 Abhishek Bothra - 04

How To Be An Effective Reader?

Commit to reading Concentrate on your reading Read actively

BE AN ACTIVE READER
Understand the reading process Utilize strategies that can help you read more efficiently Maximize reading comprehension Minimize reading time Retain information Improve concentration

S Q 3R
S
SURVEY

Q R
R R

QUESTION READ
RECITE REVIEW

SQ3R: An Overview
A study reading method or technique based on a series of steps It divides the reading process into 3 stages: Before : Preparation During : Concentration After: Retention

Why SQ3R?
Organized information is easier to remember than information taken in without a plan. More active we are, Faster we Learn.

Step 1: SURVEY

SURVEY
Read titles and subtitles Read bold-face print, italics Read new vocabulary words Read introduction/summary Read objectives Study graphics Read questions at end of section/chapter

WHY SURVEY? Improves background The better your background, the better your comprehension. Improves comprehension You will remember more

STEP 2: Question

How to Question?
Turn headings into questions Ask what Ask who Ask why Ask how

WHY QUESTION ?
Gives reader a reason to read Forces reader to pay attention Gives reader a shopping list

STEP 3: READ

READING
Look for answers to questions Talk Write in margins Highlight Stand up

WHY READING?
To gain information To prepare for lecture To prepare for discussion To prepare for tests

STEP 4: RECITE

RECITE
Stop at the end of the section Recall the question and answer it by: Saying the answer aloud Saying the answer silently Discussing with a friend Taking notes If the question cannot be answered, reread

WHY RECITE ?
Retain information Check understanding Without reciting, info will be discarded from working memory in 18-20 seconds.

STEP 5: REVIEW

REVIEW
Return to first sub-title and recall question Recall answers Summarize all questions/answers Say it, write it, draw it

WHY REVIEW?
Locks information in long-term memory The greatest amount of forgetting occurs right after learning. Review slows this process Get to see all the important info one last time.

THANK YOU

SQ3R TECHNIQUE
Jasleen kaur (192) Sujeet sinha (226) Harmeet (240)

What is SQ3R
SQ3R or SQRRR refers to a 5 step reading strategy originally created as a study skill strategy for students. The method was introduced by Francis Pleasant Robinson in his 1946 book Effective Study. It is a proven technique to sharpen study skills.

The name is an abbreviation for five steps of the strategy:

Survey Question Read Recite/Recall Review

SURVEY/SKIM
Take five minutes to get an overview of the material paying special attention to the organisation. Look out for diagrams, maps, pictures, charts. Take note of headings, boldface type, italic words.

QUESTION
Create interest through Question asks What is this chapter about?. What question is this chapter trying to answer?. How does this information help me?

READ
Look for answers to your questions from the previous stage. This means active reading. Summarize the main points in your own words. Read the whole paragraph first, then go back and underline the key words and phrases.

RECITE/RECALL
Without looking at the material, recite the main points. Answer the questions that you raised in step 2. If you can not answer the question in your own words, you do not understand it. Verify the answer by checking the text Apparently this may be done either in an oral or written format.

REVIEW
After applying the previous four stages to the material section by section, review the whole lesson in the end. Note the parts that did not come to mind so easily and check the material again.

Advantages of SQ3R
Principles of learning skill, study skill and learning styles are principally incorporated into this system as there is a great need to understand and briefly form a basic idea of what one is getting into. Asking questions and seeking answers immediately will help retain ideas of the material. Helps develop study skills, learning skills and learning styles. Understanding and repeating in own words make the concepts clearer than simply memorizing the pattern of the book chapters

Hard and boring work, Is not it? Specially when it increases the reading time by 15%. But, it surely feels good to think that it increases the retention by 70%.