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The communication in Business in todays world.


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BUSINESS COMMUNICATION. An Every day Essential for all Professionals.


CONTENTS! What is Communication? Types of Communication! Levels of Communication! Pillars of Communication! Importance of Communication in Professional and Personal life! Miscommunication!! How to Over come Miscommunication? Effective Communication Skills. Factors of Effective Communication Skills. Business Communication.


COMMUNICATION Communication means to convey a message to another person. It’s a bridge between a Communicator and a Receiver. Either through Verbal, Written, Visual Image or Body Language.

Types of Communication! :

Types of Communication!

Levels of Communication!:

Levels of Communication!

Pillars of Communication!:

Pillars of Communication! There are 4 pillars of Communication. They are as follows: Read. Write. Speak. Listen.

Importance of Communication in Professional and Personal life!:

Importance of Communication in Professional and Personal life! Why is it Important to Communicate? Answer: It is Important to Communicate in order to give the Right Information to the Right Person at the Right Time. Be it Professional or Personal Life. There is a lot of Difference when it comes to Personal and Professional Life as in the way a person communicates, the words used in writing, speaking or sending a message through an email or a chat message.




MISCOMMUNICATION! Miscommunication is like a black mark or a scar that is left in a person’s mind forever. Let us see: The Reason for miscommunication! The Prevention and Cure for Miscommunication.


REASON FOR MISCOMMUNICATION. The problem is our brain. As Listeners, we think there is a direct transmission between words spoken and our interpretation. But the reality is far murkier: just as our eyes take in light and our brains interpret captured images, our ears take in sound and our brains interpret meaning. That means we all see and hear the world uniquely, according to our mental models and filters, and are at effect of what our brains allow us to hear, not necessarily what’s said. During conversations, our brains delete, misconstrue, and misinterpret according to filters – biases, triggers, assumptions, beliefs, habits and mental models – in order to keep us comfortable and maintain our status quo. Accuracy is not their criteria. And we’re left with the residue, assuming our unique interpretation is accurate: not only do we not realize what we think has been said might be inaccurate, we adamantly believe what our brains tell us we’ve heard is accurate. Hard to fix when it’s not obvious there is a problem.

CURE and PREVENTION for Miscommunication.:

CURE and PREVENTION for Miscommunication. For us to accurately hear what our communication partners intend to convey we must enter conversations from an ‘observer’ standpoint, allowing us to rise above our filters. It’s also possible to notice clues in your communication partner that denote ‘misunderstanding’. Visibly, s/he will look confused, or his/her face will go blank or scrunch up. Verbally, you’ll hear a response that is not aligned with your response, or there will be a long silence, or a voice/tempo/volume shift, or a ‘What??’ The cues of miscommunication will depend upon the strength of your relationship, of course. The worst result is that nothing is said and the conversation continues as if there has been understanding.

Cure and Prevention Continued…..:

Cure and Prevention Continued….. To have more choices when you need them, start with discovering your tolerance to adding new behavior choice: Where or when are you willing to have a miscommunication? Are there times you need choice to ensure you avoid miscommunication? Times you don’t mind if there is a miscommunication? How will you know if/when a problem exists early enough to avoid a defective communication? What are you willing to do differently to avoid misunderstanding or misinterpretation? And what happens when you don’t? The big decision is: are you willing to do something differently to have a higher probability of having an effective communication? Because if you always do what you’ve always done, you’ll always get what you’ve always got. And just maybe you might need new choices for those times what you’re doing isn’t working. Not to change what you’re doing, but just add a choice when you need one.

How to Over come Miscommunication?:

How to Over come Miscommunication? Rule Number One — Don’t Panic. Recognize that miscommunication happens to everyone. A miscommunication doesn’t necessarily mean that you’re a bad writer. It just means that you’re human. Don’t beat yourself up over this and try not to get too stressed. These negative emotions will not help the situation. Rule Number Two — Assess the Damage. Is the client still talking with you? Do people still read your blog? If you’re still talking to the other part ies , there’s hope for the relationship. You can move on to Rule Number Three. (If the miscommunication has irrevocably ended the relationship, well, I guess you can stop here. Be more careful next time…) Rule Number Three — Make it Right. Too many freelance writers waste time trying to find out exactly what went wrong and/or who was the cause of the miscommunication. While that analysis may be valuable later, the best thing right now is whatever will make it right between you and the other party.

Effective Communication Skills.:

Effective Communication Skills.

Factors of Effective Communication Skills.:

Factors of Effective Communication Skills. There are 3 main Important Factors of Effective Communication. They are: Listening. Questioning. Speaking.


QUESTIONING?? Questioning is also a major factor like listening. They are 2 ways of questioning. They are: OPEN ENDED QUESTIONING! CLOSED ENDED QUESTIONING! This is also known as the funnel technique as you first need to ask open ended Questions and then closed ended.

Questioning Skills!!!!!:

Questioning Skills!!!!!


SPEAKING!!!!... Speaking…. It also plays an equal role in effective communication. It is one of the medium to communicate. You cant speak in the same tone you use for your friends always. So Carefully speak while speaking to any one don’t hurt them by your way of speaking.

Business Communication. :

Business Communication.


WAYS OF BUSINESS COMMUNICATION! When it comes to Business Communication, Grammar along with Voice and Accent walks along together to give a perfect outcome. As days are passing by There are two New Important Ways of Business Communication which has become a part of Everyday life and they are: EMAIL AND CHAT


E-MAILS! As times have Changed for the good, we have Improved ourselves by using the new methods of sending a Message. Olden Days we used Birds, Animals, Postman etc. But in Today’s World we use the Man Made Technology to Convey a Message.




CHAT Chat is another form of communication which is easy, fast and very convenient for both customers and the agents.

CHAT An example of a Chat Screen:

CHAT An example of a Chat Screen


GOLDEN RULES OF CHAT! Don’t keep your customer waiting Good Grammar, spelling, and use of language Provide a proper introduction Be friendly and cheerful Always be honest Keep the chat positive Stay on topic Be caring and empathetic Check in End on a high note


ADVANTAGES AND DISADVANTAGES OF EMAIL AND CHAT. ADVANTAGES OF EMAIL AND CHAT – An Email or a Chat reply can be sent in bulk as there might be the same questions. It avoids a customer from waiting in long queue over the telephone or waiting for an executive to walk to their door step. DISADVANTAGES OF EMAIL AND CHAT – After taking all your details they might deceive you by extracting all valuable information. They might ask you send a email that was forwarded to you, incase you forget to hide the other sender’s name you are in great trouble.

What are the Important Factors a Person Need to KNOW When sending an Email? Or While Chatting?:

What are the Important Factors a Person Need to KNOW When sending an Email? Or While Chatting? The person who sends an email or is online with a customer should keep these 3 main things in mind: PRP: That is Perfect, Reach Up and Pearl


PERFECT Means: Personalize Empathize/Acknowledge Respect Format Easy Clear, Concise and Courteous Talk.


REACH UP! Read Emphasize Answer Check Handle Understand Please.


PEARL! Proactive Educative Acknowledgeable and Appreciating Resiprocative Lessening

Remember These Things!:

Remember These Things! Personalize the email, by Empathizing , Acknowledging and Respecting the needs of the person who is Enquiring, just not that we need to Format it in a way that the person who reads your mail finds it Easy as he/she finds a Clear, Concise and Courteous mail that Talks to them. Read the mail more than once, Empathize if required, Answer all the Questions, Check whether you can answer the questions else give it to your Manager or Team Lead Handle the situation with Sensitivity, Understand what they need and Please do not Assume things. Proactively offer help, Educate if Required, Appreciating a customer for bringing in a short notice and Acknowledging that, Being Resiprocative and Lessening his/her Burden in every manner.

Remember These Things!:

Remember These Things! D.P.A – DATA PROTECTION ACT. It is an Act to Protect your customers Data every time you help them with their Query. Customer Service through an Email and CHAT is also as important as a person would give through a Phone or in Physical.

Need to Know Information!:

Need to Know Information! When it comes to your business e-mail or Chat communications, you need to make an impression that can lend to the determination that you are a credible professional enterprise and someone who will be easy and a pleasure to do business with. You only have one chance to make that first impression which will be invaluable to building trust and confidence.

Slide 34:

THE END Have a Good Day and Serve a Customer with 100% Care.

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