-

, /
.

'
•
.~

r
I

e~
 Communication

Communication is an exchange of feelings, ideas and . .

inform ation, whe th er bY spea kin g, writin g, signa
.
ls or behaviors.
. .
Everyone in the organization is accountable for the . f h .
effectiveness o t e1r own com munic ation . This espec1a 11 y app 1ies
to those who manage others . Like You!

0 Exchcir.ge of 0
infor motion

..

.'\·,...--""""""z~
. == =:~ ~~ ,J

£ .
As a prem ium agent, you are constantly advising, inform
ing, explaining, discussing, review ing, suggesting,
convincing , humoring and responding . For all these
you need to be a good communica t or at workplace.

Types of Communication :

1. Verbal
2. Non-Verbal

Verbal Communication:

a) Telephony Communication : Telephone communica

tion permi ts conversations to be carried on
betwe en people (subscribers) separated by almost any
distance . Here your facial expressions are not
vi sible to the caller or the person on the other hand.
b) Face to Face Communication: When you are talkin
g to some person or group of persons, this mode
of communi cation , comes into picture . It holds the maxim
um weightage at your workplace.

1
 Rules for good Oral Communication:

• Be specific what you want to say-Don' t try to Sugar-coat your sentences .

• First consider your listener-Take care of the points which can hurt them.
• Be Respective in your tone-Do n't degrade the other person .
• Select words carefully -Words cannot be taken back, once said. Be careful.
• Be Decent-Create your image, yourself.

Non-Verbal Communication:

a) Business Writing: Written communication is the most importan t and the most
effective of any
mode of business communication . Written communication should consist of below
qualities:

"" i..;.,
~-(,:' ~"3
....o-\ ~-~·t@
.. ' : " ·.JS.;,.\.' ~.._v--,,

"'"'~_,,.," ::C

..~. -~--• _f ,,, ·' '

Written Communication:

a) E-Mail: Email stands for electronic mail. Like a letter, it is sent via the internet
to a recipient. Tips to
send good Email:
i. Think before you write.
ii. Choose Subject Wisely
iii. Check the grammar.
iv. Should be short and clear.
V. If you are angry, don't write an email.
vi. Proofread before you send
vii. Format properly
viii. Punctuation Matters
ix. Add your Signature
X. Writing in all CAPS and Bold letter words is like shouting
xi. Avoid using Red Color Font
X
xii. Set your System Clock right
xiii. Use CC and BCC field wisely

2
Structure of an Email: An email has followin g parts :

• Salutation
• Greeting
• Opening
• Message
• Closing
• Signature

Since reading from a screen is more difficult than reading from paper,
the structur e and layout of email messages is
very im portant .

1. Use short paragraph s and leave blank lines between them.

2. When you have more than one point to make in your email, put the most
importa nt informa tion first,
working down to the least importa nt.
• A successful email has a good first paragraph. Why?
a. It tells the reader why you have written the email, so they can decide
whethe r to keep reading .
b. It is concise and to the point.
c. It gives the most importa nt informa tion first.
d. If it is a long email, it should give an overvie w of the entire message
, so it holds the reader's
attentio n.

Compare Email 1 and Email 2: Email 1

E.ile ~dit ~Jew Insert FQrmat Iools Tg_ble Window t[elp Type a quest-ion for help .. X
;[~ ] 2,end @ .. ffl ~v' ! ♦ V i;j Og_tions,,, .. HTML

fflTo .. , [an"~aff
fflcc .. ,

Subject: j Email viruses

Dear all,

RMIT is a large university. All staff are on the email system. There have been occasions
when an email virus has been sent to out employees. Many employees were not sure how
to respond to this problem. Some employees forwarded these emails to others and the
virus was able to spread. The university now has a policy in place to prevent the spread of
such problems in future. All staff should notify a Technical Services Officer immediately if
they suspect they have received a virus.
~
t
Technical Services Unit.
0

P<lgc )t;(
/l.l In Col m:c. IRK EXT OVR English (U,5 A

3
 Email 2

~~rtmfil'ctlilJbU:fcn--,._.,,~- ~ - ·=
., ,-_;:- ·•·.,.-:: -
·•~liillm
Eile !;_dit ~iew insert Fg_rmat Iools Tg_ble yy'_indow t:!elp TYJ7" a qt 1e~t 1un f •t hdp y X

ri::]~end m r;.,,
lID
' V I;) 0i;ttions ...
y
y
HTML y

[!! This message has not been sent"", I

fflTo ... Iall staff - ·-~~--~- - - - I
--- -- -- -
fflcc ... I _ __I
Subject: [ Email viruses - - -J
- -- - - -...
De ar all, -
All staff are advised to contact a Technica l Services Officer (TSO) immediat
ely on suspicion
of an email virus. Early awarenes s and detection should prevent
future problems . _ ,
Technica l Services Unit. ~
~

0
'I'
§ El El ::;;
◄ I
p,,gl S1•c.
I~
i\l Ln Cul REC TPJ EXT 01/R English (U.5

Write your Observat ions:

•
•
•
•
•
•
•
•
•

4
 Body Language

Body language is a form of non-verbal communication, which consists of posture, gestures, facial expressions, eye
movements etc. As per studies, it has been observed that, communication consists of:

7% Verbal (Conveyed through words)

38% Vocal (Pitch, Voices etc.,)
55% Non-Verbal (Body language)

There are five components of Body language:

1. Eye Contact
2. Facial Expressions
3. Gestures
4. Posture
5. Space Relationship

1.Eye Contact: It is used to:

• Show attention and interest

• To invite and control conversation
• To Threaten
• To provide feedback
• It reveals attitude

Too much Eye Contact Means: Dominance, lack of respect, threat, wish to insult.

Too little Eye Contact: Not paying attention, impolite, insincere, shy

Withdrawing Eyes: Signal of submission

2.Facial Expressions: Your face can speak a lot. For example, it tells us if you are:

• Happy
• Sad
• Angry
• In Fear
• Interested

5
3.Gestures: A gesture is a movement that you make with a part of your body, especially your hands, to express
emotion or information . For Example :

• Shoulder Shrug: I don't know

• Puffed Chest: Pride of Achievement
• Finger Crossing: Protection
• Hands in Pocket: Aggression
• Chin Stroking: Making Decision

4.Postures: The position in which someone holds their body when standing or sitting. Some common postures are:

• Sagging: Depression
• Forward Lean: Positive Attitude
• Backward Lean: Negative Attitude
• Sideway Lean: Relaxation

Poor posture Good pas.tun: Poo.-r posture

'
i;t~
W·. riq
j t -.
... -
,,. ...,
'I

..l""
.... ., .J
.
I

,'

Ll [
6
 5.Space Relations hip : While talking to someone, how to take care of the space
between people. What is the ideal
gap for different categories :

Personal Group : Close 1.5 to 2.5 feet

Far 2.5 to 4.5 feet
Social Group: Close 4-7 feet
Far 7-12 feet
Public Group : Close 12-25 feet
Far 25 feet or greater

If in case this space is being invaded:

• People start feeling troubled
• They get defensive
• Aggression comes into picture

7
Professional Behavior

Professional behavior is a form of etiquette in the workplace that is linked primarily to respectful and courteous
conduct.

• Being conscious of how you treat co-workers and clients, and

• ensuring a positive workplace attitude can help you to improve your productivity and effectiveness in the
workplace.

Tips to get "Professional" tag with your name:

1. Honesty
• Never share confidential, privileged or client information unnecessarily
• don't tolerate or justify dishonest conduct by others.

2. Respect
• always maintain a respectful attitude to others, even during stressful times .
• Don't lash out at colleagues or disrespect anyone (senior or otherwise) .
• Always use appropriate language (verbally and in writing) and don't swear ..__
• Apologize for errors or misunderstandings and keep your personal opinions of others private .

3. Meetings
• arrive on time and be prepared by reviewing the agenda or meeting notes in advance.
• Make contributions to discussions where appropriate, and don't take over when someone else is
trying to talk.

4. Communication
• speak clearly and in language others can easily understand
• act courteously and use good manners when engaging with others.
• Be careful of language and tone in written communications
~ually we feel offended, if someone send a complaint mail to us
~ h o u l d not get offended, rather we should try to control such scenarios where our credibility is
concerned.

5. Time Management
• don't be late to work, instead arrive a few minutes early to settle, greet co-workers
• Follow lunch and break schedules by leaving and returning on time.
• At the beginning of every day, review your schedule so you know what time you must be where, and
what workload you have on that day.

6. Integrity
• act ethically and always do the 'right' thing, always report suspicious people in the office,
misconduct, or other violations of company policy.
• Remain impartial keeping any personal bias and intolerances out of the workplace.

8
 7. Safety

• und erstan d the company safety policy and repor

t any maintenance or other hazards imme diate
ly .

8. Corporate Goals
• understand your company's missions, goals and
objectives
• th e role that you play in achieving those .

9. Dress
• dress in clean , appro priate clothing.
• Follow any dress code standards or guidelines
V if there aren' t any, avoid clothing that is revealing,
provocative , or includes offen sive language or
pictures.

10. Accountability
• take responsibility for your work and actions
• do what needs to be done, and don't leave it for
others .
.t:,, Be honest if things go wrong, or you don't finish
something on time
• Seek help early if you need it.

11. Teamwork
• you often need to work with people that you may
not necessarily like
• Set aside differences to work well with others
• since team work sometimes even outweighs perfo
rmance - with people who work well with other
s
often advancing based on that aspect.

12. Commitment
• dedication and a positive action to your role and
the organization can carry you a long way.
• dedication from employees is often contagious
with others being inspired to go the extra effor
t
themselves.

9
Att itud e for Suc cess

Wh at is atti tud e?
The term 'attit ude' refers to an individual's
mental state, which is based on his/h er belie
fs or value system,
emot ions, and the tende ncy to act in a certa
in way. One's attitu de reflects how one think
s, feels, and behaves in a
given situa tion.

Look at the follow ing snapshot:

Ju st be ca us e th ey dis ag re e
do es n' t me an th ey 're wr on g

Buz zle .com

From this scenario, we got the learning that,

befor e pinpo inting someone, we should try
to think from his/h er point
of view.

10
We can categorize Attitude in 3 forms:

POSITIVE NEGATIVE NEUTRAL

ATTITUDE ATTITUDE ATTITUDE

Positive Attitude

Individuals who have a positive attitude will pay attention to the good, ratlier than bad in people, situations, events,
etc. They will not consider a mistake or failure as a hurdle, but as an opportunity. They learn from mistakes and
move forward in life.

Traits of people with Positive Attitude:

1. Sense of responsibility
2. Flexibility
3. Determination
4. Reliability
5. Tolerance
6. Willingness to adapt
7. Confidence
8. Cheerfulness/Happiness
9. Sincerity
10. Optimism

11
 Negative Attitude

People with a negative attitud e ignore the good, and pay attention to the bad in peopl e, situations, events, etc.
Also, they are likely to complain about changes, rather than adapting to the changing environment. Also, they might
blame their failure °in others.

Traits of people with Negative Attitude :

1. Doubt
2. Jealousy l,'..Jc!rJI
3. Inferiority
4. Anger
5. Hatred --,-

6. Frustration ~~"-Cf
7. Pessimism

Neutral Attitude c?.-) PTiir'~ 'CLJc.1/ --}

People with a neutral attitude don't give enough importance to situations or events. They ignore the problem,
leaving it for someone else to solve. Also, they don't feel the need to change.

Their traits include:

1. Feeling of being disconnected

2. Unemotional
3. Indifference
4. Detachment

As per your thinking, which type of Attitude will be beneficial for you,

to get success at workplace and why?

(scenario-based examples are welcomed):

12
 Ideal Attitu de for Workplace
As per several surveys on Office culture, it has been observed that, people
with Positive Attitude are more successful
in their professions . And organizations having people with Positive Attitude
, can beat the, market compet ition well
ahead of others .

Workplace and Attitudes

r) ~~
r '~ - /t:
-~
I
.

A positive frame of mind can help you in many ways, such as:

• Expecting success and not failure.

• Making you feel inspired.
• It gives you the strength not to give up, if you encounter obstacles on your
way.
• Believing in yourself and in your abilities. Enables you to show self-este
em and confidence.
• You see and recognize opportunities.
• It produces more energy.
• You get more respect and love from people.

Negative attitude says: you cannot achieve success.

Positive attitude says: You can achieve success.

13
 A -T -T -1 -T -U -D E
1 20 20 9 20 21 4
5 - 10 0

Why do you need Positive Attitude?

1.
2.
3.
4.
5.
6.
7.
8.
9.
10. - - - - - - - - - - - - - -
- ---------------
-

As an emp loye e in your company, you

should not do the following things:

Nev er give false hope or prom ise to your

team /tea m member. E.g.,

a. Don 't criticize any policy of the company

in fron t of your Juniors, if ther e is som ethin
g to discuss,
plan a mee ting with your SKIP and discu
ss it, formally.
b. Nev er say anyt hing to anyone, which can
lead to Financial Impl icati on on them .

14
Benefits of having Positive Attitud e for you:

1 You will QS! able to perform your tasks well. How?

2 Prioritiz ation will take place. How?

3 Team Bonding. How?

4 Less Escalations. How?

Answers :

1. _ __ _ _ _ _ _ _ _ _ _ __ _ _ _ _ __
_ _ _ _ _ _ _ _ _ _ __

2_ _ _ __ _ _ _ _ _ _ _ _ _ _ _ _ _ __
__ _ _ __ _ _ _ _ _ _ __ _

3_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_ _ _ _ _ _ _ _ _ _ _ __

4-_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_ _ _ _ _ _ _ _ _ __

15