Communication / JAIN University, PhD, Research, HR and Management, PhD.... Bagali MM / Communication, Better Speaker, Communicate......

professor of strategic HRM,
Brand Ambassador, Asian HR Board, India
mm.bagali@jainuniversity.ac.in
www.linkedin.com/in/mmbagali
CMS Business School / Bangalore
mm bagali, phd

communication skills for
better results in business
communicate for great results

thanks
SDM College
Principal
Dr. S B Mallur, PhD
Team

we are with 55000 students as on 2013 /
8 campus / 4000 staff and supporting

Future Work Skills 2020
Institute for the Future for
the University of Phoenix Research Institute / Palo Alto, CA
1 . Sence making
2. Social Intelligence
3. Novel and Adaptive thinking
4. Cross Cultural5. Computational Thinking
6. New Media Literacy
7. Design Mind set
8. Communication 9. Communication 10. Communication

successful business
Right human resources
Right resources
Right communication methodology

As with any journey, success
is usually determined by the degree of ....
preparation
preparation
preparation

55% of what people perceive of others comes from body
language and facial expressions
38% comes from tone of voice
7% is based on the actual words people use
FACTOID

Key to effective Communication
Strategy
Structure
Delivery
Visual Aids
Purpose

For what we communicate
in Business
Transmitting Ideas
Facts
Feelings
Thoughts
Aspirations
Values
Opinions
Selling the Product
Marketing Your Organisation
Inspire
Motivate
Boast(ing)

Structuring your communication
Non Verbal
How you look
to the people
Body
language
How you
sound to the
people
Oral
Communications
Establishing
Credibility
Written
Communication
How are you
perceived by the
people

Listening: A way to communicate

Guidelines for effective Listening
Establish rapport
Appropriate silence
Acknowledge valid points
Don’t show…. I know attitude

How well you tell what you want to tell
Effective Strategies in Communications

Introduce yourself
Opening relate to Central Theme / Meaningful/
brief/ No Negative start/
Plan your talk
Purpose
Decide what to say at what time
Visualize its possible consequences
Arrange your ideas or talk in sequence
Be Clear

Should build goodwill
Too many technical words / jargon avoid
Too long sentence
Give background
Don’t prejudice…….. have an open mind
Avoid Halo Effect

Be positive in approach
Be polite and courtesy
Be assertive
Be patient
Avoid vagueness
Judge the reaction after or in-between the talk
Be sure your action supports your communication
Listening is part of communication

Don’t make fun, joke, and lose talk
Few promises make and keep them fulfilled
Thank / Sorry / Excuse / I am sorry…when needed

Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in
communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips :
Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication
Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips :
communication

Language tips
Be aware of slang
Avoid foul language
Explain acronyms and jargon – not everyone
understands it
Avoid sarcasm
Power robbers (“I hope,” “I guess,” “maybe,” “probably”) undercut
credibility

Use Good Speech Habits
Phrases To use
“ One moment please”,
“Yes”, “All right”,
“Good-bye”
“please”
“thank you”,
“hello” and “goodbye”

No EGO
Solid EYE Contact
Good Posture
Natural Gesture
Voice and vocal variety
Effective use of Language and Pauses
Active Listening involvement
Behavioral Skills in Communications

Nod the head
Appreciation
In between Yes/ NO/ A minute
Listen with a purpose
Hold Anger / Temper
Speak to the People
Smile to the People
Call People by Name

Generous in Praise / Appreciation
Considerate Feelings towards others
Make other persona feel important
Don’t critics, condemn or complain
Ask relevant questions

brand yourself,
As a great communicator

Let us look at your Communication
maturity and alertness

27
"Business Etiquette and Communication "
1. Can I send an e-mail communication as a thank
you after a lunch meeting?
A. Sending an E-mail thank you is all that is expected
B. The hand-written note is always the best option
C. Just call...it takes so much less time
B

2. At a dinner meeting is it acceptable to leave a cell
phone on at the table?
A. Yes, but you should leave on the table
B. Never, the person "in person" should get your full
attention
C. Yes, as long as everyone else has theirs left on.
B

3. When being introduced to a person who is blind
what should I do?
A. Nothing - wait for the individual to offer their hand
B. Avoid handshaking - but say Hello!
C. Touch their shoulder to indicate your presence and
Initiate a handshake
D. Say Hello and wait for the individual to offer their hand
D

4. How long does a person have to return business
phone calls?
A. Business calls should be returned within one hour
B. Call after hours and leave a voicemail
C. A maximum of seven days
D. Each person needs to establish their returning calls
policy and consistently follow the standards which have
been set
D

31
5. If a meeting is scheduled for 9:00am, what time
should an employee arrive?
A. No more than thirty minutes prior to the meeting time
B. Not earlier than 8:50am, that gives you ten minutes to
get organized
C. Don't be early, they'll think you're over eager.
B

32
6. When is it appropriate to call business associates by
their first names?
A. As soon as you feel comfortable
B. Never, always use formal names, don't get too
personal
C. Only if the person gives you permission
C

7. If you want to make a good impression on a senior
executive when you meet them for the first time, it’s
best to:
a. Greet them and tell them about the project you’re working on
so they’ll know what you are doing for the company.
b. Appear genuinely sincere and ask them questions about the
company and how they became an executive for the
company.
c. Appear pleasant and make brief short sentences that focus on
them and wait for them to reply
C

8. When making an entrance into an office with
people working at their desks, it’s always best
to:
a. Do your best to not draw attention to yourself
b. Appear pleasant and greet people by saying hello to those at
the desks
c. Walk in a room and stand there and wait patiently for
someone to look up and recognize that you need help
A

9. When making a business introduction between two
people, the most important rule to remember is:
a. Say your own name before introducing the two people
b. Use the name of the most important person first in the
introduction
c. Repeat the names of the people involved in the introduction
twice so they’ll remember each other’s names and their
proper pronunciation of those names
B

10. You’re attending a conference and you’d like to
have the card of a senior executive
you meet. How do you get it?
a. You offer them your card and ask them for theirs
b. You tell them you need their card so you can remember their
name
c. You create an opportunity and establish rapport with them
and develop a specific reason for them to ask you for your
card in hopes they will offer you theirs
C

11. For leading a successful business meeting,
your number one priority is:
a. Making sure you have good attendance and participation
b. Keeping great notes and sending them to everyone after the
meeting
c. Creating tasks and accomplishing the agenda in the allotted
time
C

12. When giving a compliment, it’s best to:
a. Give a compliment to someone so that many people can
hear the praise you are giving them
b. Give compliments to everyone in the office so everyone
receives regular praise
c. Compliment specific behaviors regarding work, avoid personal
compliments
C

Best Lessons
for
Great Presentations

Craft a Story that captures
BOTH ….. HEART and MIND

create slides to audience say
WOW

tell how this presentation make
LIFE BETTER

Use simple language
FREE OF JARGONS

No other way than
EXCELENCE
points

Improve
Communication Skills

Know what you want to Say
Control Fear
Stop Talking
Think before you Talk
Believe in your Message
Repeat Major Points
Find out what your Listener wants
Define Acronyms
Reduce Jargon

Use Humor
Use Anecdotes & Stories
Ask for Feedback
Increase your Vocabulary
Exercise Tongue, Jaws & Lips
Make Eye Contact
Gesture / Pause
Vary your Volume
Watch your Tone

Prepare to Listen
Screen out Distractions
Concentrate on the Message
Ask Questions
Use Mind Mapping
Write a purpose Statement
Use an Outline
Get to the point Quickly
Explain abstract Words
Use Gender Neutral Language
Cite Source of Statistical Data
Illustrate with Personal Examples

Express Emotion
Keep it Simple
Paint Verbal Pictures
Suppress Emotion
Take Notes
Write Personal Notes
Write more Effective Business Letters
Use Short Sentences
Communicate Online
Keep up with Current Events
Read something Inspirational
Use the Internet
Check your Posture
Dress Appropriately
Visualize

Commit to being Truthful
Empathize
Don’t Take Yourself too seriously
Be Receptive to New Ideas
Respect the other Person’s Point of View
Recognize the Importance of Stress on C
Check your attitude
Use Good Manners
Recognize Condescending Manners
Avoid words that Hurt
Change Abrasive Behaviour
Handle Disagreements with Tact
Organise productive meetings
Understand the Importance of Timing
Present a Good Personal Image

Some Best learnt
Communication lesson at different occassions

Regarding criticism in the workplace,
remember to:
a. Give criticism privately so it won’t embarrass
anyone.
b. Criticize only a person’s work related skills
and avoid offering personal criticism.
c. Offer a patient critique and never criticize
anyone.

C. Offer a patient critique and never criticize
anyone.

Humour in the workplace is:
a. A great way to occasionally break the stress
during a business day.
b. A way to show your character by
demonstrating the areas you find humorous.
c. All of the above

Anger is a complex emotion that occasionally
surfaces in the workplace. When it
does, the best way to deal with anger is to:
a. Train yourself to deal with anger and don’t express it
during working hours.
b. Speak your mind regularly so it doesn’t build up.
c. Find outlets for your anger such as a walk during
lunch, journaling, counting to ten. If you can’t resolve
your anger, get help.

c. Find outlets for your anger such as a walk
during lunch, journaling, counting to ten. If
you can’t resolve your anger, get help.

Office gossip destroys careers, however, if
you’re only listening to gossip:
a. You are not guilty of gossiping, after all, you were
just listening and not passing it on.
b. You have a deeper understanding of the complex
problems of your associations and can offer help
when necessary.
c. You’re just as guilty as the one who is telling you
gossip.

c. You’re just as guilty as the one who is telling
you gossip.

If you walk into the office of a person you do
not know, do you offer to shake their hand?
a. Yes. It’s important to be a gracious guest when
entering someone’s office.
b. No. You enter their office slowly (with a pleasant
expression on your face) and wait for them to offer
to shake your hand; only then do you extend your
hand for a handshake.
c. You introduce yourself first, and then you initiate a
handshake with them.

b. No. You enter their office slowly (with a
pleasant expression on your face) and wait for
them to offer to shake your hand; only then
do you extend your hand for a handshake.

If you are considered a junior officer in your
company and approach a senior officer,
do you offer to shake hands?
a) Yes, it is an excellent opportunity to make create
trust and rapport.
b) No. You wait for the senior officer to initiate the
handshake.
c) You should only initiate the handshake if the other
person is a man. Woman must be allowed to initiate
handshakes according to their preferences.

b. No. You wait for the senior officer to initiate
the handshake.

When you’ve been left in a waiting room for someone
to come and collect you and take you to their office:
a. Use that time to look over the reports you’ve
brought with you to give to them.
b. Use the time to relax and return calls or check
your voice mail messages.
c. Do nothing except wait expectantly for the
person to come and collect you.

c. Do nothing except wait expectantly for the
person to come and collect you.

When you are a guest in someone’s office, it is best
to:
A. Stay long enough so they can get to know you before you
begin talking about business so they’ll learn to trust you
B. Be brief. Offer them leave-behinds. Follow up when you say
you will
C. Answer questions you know they’ll ask (before they ask them)
and provide them with a full educational opportunity about
your product or service

b. Be brief. Offer them leave-behinds. Follow
up when you say you will.

Scoring
11-15 Excellent
10-14 Good
05-09 Average
Less than 04 U only tell

Romance in Communication
What happens and what happened

How old are you
Half past Eighteen
His child was not doing
I was very hot water to hear that my son is missing the bus and is in
danger of not climbing into the next class well

75
‘CM’ passed away Dharwad- Hubli Railway Station
(Actually he wants to convey that VIP crossed Dharwad-Hubli
Railway Station)

Intended Communicated
• He is a hard worker
• He is good at noting
• I am alone at home
• Don’t sit and work in this
Computer
• He hardly works
• He is good at nothing
• I am the only Husband
• Don’t sit on this computer and work

77
In a Bus
Eve Teasing is an Offence,
Passengers are requested to Cooperate
Liquor Shop
If you drink to forget everything, Kindly pay us in Advance
On Car
Always drive in such a way that your License expires before you do

78
Attitudes matters in Communication
(Building Goodwill)
- We are shipping your order of 5 July, 2005 this
afternoon
+ The Two dozen Corning ware starter you ordered
will be shipped this afternoon and should reach you by
Sep, 10, 2005

79
- Congratulation…….
+ Congrates on your promotion as Officer, HDMC
Corporation. I am pleased to read about it and felt
happy about the news

80
- You’ll be happy to hear that your scholarship has
been renewed
+ Congrates ! Your scholarship has been
renewed

81
- We provide health Insurance to all employees
+ You receive health Insurance as fill time
Employee of the Organisation

82
- If you don’t understand, feel free to ask
me
+ If you have further Questions, feel free to
ask or call

83
- We cannot sell computers disks in lots of less than
10
+ To keep down packaging and shipment cost, we
sell computers disks in lots of 10+ more

84
- We will perform an investigation of the problem
+ We will investigate the problem

85
Delightful Slips in Communication
[Some practical examples]

86
Typist typed “T” in place of “C” while addressing a
letter to Chief Minister as ……….Thief Minister

87
Maternity benefit circular by Govt:
…..Every women by whom a claim for maternity
benefit is made shall furnish evidence that she has
been or that it is expected that she will be
conferred by means of a certificate given in
accordance with the rules
Replied: Reply in accordance with your
instructions, I have given birth to twins in the
enclosed envelop

88
A note to Registrar of marriages:
I am signing my marriage certificate;
the previous one was a mistake

89
Lost and found Column
Sir, I am glad to inform you that my mother-in-law
reported missing is found at last, is now, dead

90
Classified Advertisement
A piano is offered for sale by a lady with carved oak legs

91
Mother died in infancy
Mother died when I was an infant

get connected
mm.bagali@jainuniversity.ac.in
r
r
a
c
e
s
e
h

101
TEN GUIDELINES TO GOOD
COMMUNICATION……………
1) I will be sure I understand
what I want to say.
· What is the real purpose
of my message?
· What do I expect the
receiver to do?

102
2) I will clarify my ideas before I
attempt to communicate them.
· Can I accurately say what I want
to say?
· Am I interesting? Meaningful?
· How many ideas should I
include?
· What is the minimum number of
ideas I must get across?

103
• 3) I will state my message as simply as
possible.
• • Is technical language imperative or would
simpler language be better?
• • Will the words I use mean the same to the
receiver as they do to me?
• • Will a picture or graphic help convey the
message?
• • Have I been as brief as possible?

104
• 4) I will consider the entire environment
affecting my communication.
• • What impression does my form of the
message convey?
• • When and where will the message be
received?
• • How will the time and location affect the
interpretation?
• • Is it necessary to use several methods to
get the message across?

105
• 5) I will be aware of the receiver.
• • Can I capitalize upon his/her known
needs or interests to improve
understanding?
• • Can I get the message from his/her
viewpoint and understand it?
• • Am I telling the receiver all he/she
needs to know?

106
• 6) I will consider the overtones of my
message as well as the intended
message.
• • Does the "tone" of the message say
more than the basic content?
• • Can various interpretations of
meaning cause my message to be
misunderstood?

107
• 7) I will provide for and encourage
feedback.
• • Can the receiver easily tell me what was
understood?
• • Can he/she ask for more information?
• • How can someone report personal
feelings/actions resulting from my message?

108
• 8) I will follow-up my communication.
• • When I finished my message, was it
complete?
• • How will I know when it is complete,
how successful it was, or what further
steps I'll need to take?

109
• 9) I will be sure my actions support
my communication.
• • Do I do as I say?
• • Does my body language support my
message?

110
• 10) I will seek not only to be understood,
but also to understand. I will be a
good listener.
• • Do I concentrate when I listen?
• • Do I understand what the other person is
really saying?
• • Am I listening or just hearing?
• • What feedback should I give the message
I hear?

Communication / JAIN University, PhD, Research, HR and Management, PhD.... Bagali MM / Communication, Better Speaker, Communicate......

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