1. Communications – did you know?
 If you tell 100 people something without
repetition:
 After 24 hours, 25 percent have forgotten it
 After 48 hours, 50 percent have forgotten it
 After 72 hours, 75 percent have forgotten it
 After one week, 96 percent have forgotten it

2. Communications – Did you know?
 People remember:
 10 percent of what they read
 20 percent of what they hear
 30 percent of what they see
 50 percent of what they see and hear
 80 percent of what they say
 90 percent of what they say and do

3. Importance of precise and concise
communication
The following humorously depicts how important it is to be precise and
concise whilst communicating in the corporate world...
From: Managing Director
to: Vice President
Tomorrow morning there will be a total eclipse of the sun at nine o'clock. This
is something which we cannot see everyday. So let all employees line up
outside, in their best clothes to watch it. To mark the occasion of this rare
occurrence, I will personally explain the phenomenon to them. If it is raining
we will not be able to see it very well and in that case the employees should
assemble in the Canteen."
."

4.  From : Vice President
To : General Manager
By order of the Managing Director, there will be a total eclipse of the sun at
nine o'clock tomorrow morning. If it is raining we will not be able to see it in
our best clothes, on the site. In this case the disappearance of the sun will be
followed through in the canteen. This is something we cannot see happening
everyday."
which we cannot see happen everyday
 FROM : General managers
To : Industry Managers
By order of the Managing Director, we shall follow the disappearance of the
sun in our best clothes, in the canteen at nine o' clock tomorrow morning. The
Managing Director will tell us whether it is going to rain. This is something we
cannot see happen everyday

5.  From : Industry Managers
To : Location heads
If it is raining in the canteen tomorrow morning, which is
something that we cannot see happen everyday, the Managing
Director in his best clothes, will disappear at nine o'clock."
From : Location heads
To : Marketing Executives
Tomorrow morning at nine o'clock, the Managing Director will
disappear. It's a pity that we can't see this happen everyday.
So friends, the next time you are communicating, be careful.
Your Communication can Make it or Break it.

6. Types of Communication
 Verbal Communication
 Nonverbal Communication
 Written Communication

7. IMPORTANCE OF NON-VERBAL COMMUNICATION
♦Communication researcher Mehrabian found that only 7% of
a message’s effect are carried by words ; listeners receive the other
93% through non -verbal means.
♦Birdwhistell suggested that spoken words account for not
more than 30-35% of all our social interactions.
♦Over 65 percent of the social meaning of the messages we
send to others are communicated non-verbally. From our
handshakes to our hairstyles, nonverbal details reveal who we are
and impact how we relate to other people.

8. Types of
Non verbal communication
 Gestures
 Postures
 Eye contact
 Body language
 Facial expression

9. Written Communication
 Letters
 Memos
 Email
 Reports/White Papers
 Other written documents

10. Written
communication
 Emphasise the positive
 Mix sentence length up
 Use short words instead of longer alternatives
 Get rid of redundant expressions

11. Clarity in Writing…
 Rs 1000000000
 Rs. 10,00,00,000/-
 Rs. 10 Crore

12. Emphasise the positive
 Please send your payment so that we can renew your
membership.
Not the negative
 If you don't send your payment, we won't be able to
renew your membership.

13. Get rid of redundant expressions
Use:
 “because” instead of “in view of the fact that,”
 “now” instead of “at this point in time,”
 “many” Instead of “a large number of”

14. Keep it short
Don’t write…..
If there are any points on which you require
explanation or further particulars we shall be glad to
furnish such additional details as may be required by
telephone.

15. Instead say…..
…….If you have any questions, please ring.

16. Top tips for written
communication
1. Prepare well
2. Get the basics right - the what, who, when,
how
3. Be clear of your objectives
4. Know your audience
5. Be realistic

17. Top Tips
6 Don’t use complicated words, keep it simple
7 Be sure regarding what you want to Highlight
8. Team up with other groups
9. Don’t lose sight of your purpose
10. Whatever you do don’t assume information

18. While Writing…
1. Plan what you want to say in your letter
2.Reread the letter when you have finished
Communication Skills
3.Check spelling & punctuation, then send the letter
4.Use simple language – avoid ambiguous words

19. Keep in mind while writing a letter
 Visualize the reader when you are writing
 Don’t write unbroken paragraphs
 Use numbered paragraphs to make cross-referencing
easier
 Punctuation plays the role of body language
in writing

20. Phone Etiquette
 DO return calls in a timely manner
 DO say you will call back if you need to
calm down, get an answer, then think over it
 DO keep your voice mail message current
and professional
 DO smile when you answer the phone

21.  Use headings and subheadings.
 Use ruled sheets instead of plain ones.
 Don’t print without thoroughly checking your
sources.

22. Phone etiquette
 DO answer using your name, title and ask
how you can help
 DO always leave your phone number, and
speak politely
 DO leave a short, detailed message
 DO take the name and number of a caller
you are transferring in case you are Disconnected.
 Don’t Argue or shout at customers even if customers are
abusing or saying unethical things.
 Do greet customers as you receive the call
 Be very enthusiastic and energetic in solving problems of
customers

23. Phone etiquette
 Address customers always with their last name as it shows
respect towards them.
 Apologize if customer has faced hindrances due to the
company
 Do talk softly and politely and avoid arrogance and rude
Behaviour
 Don’t get into personal issues of customers as this would not
be tolerated by customers
 Assist customers in all the possible ways
 For long messages, follow a script
 Monitor your time

24. Email Etiquette
 Subject line should be short and specific
 Avoid jargon and abbreviations - lollz, :)
 Use short paragraphs
 Read for content and grammar before
sending
 Be consistent with format
 Read the mail twice and analyze to make sure that there are
no mistakes before you hit “send”
 While sending a mail to everyone make sure the content of
mail is for everyone to view and not offensive

25. Dress Code
 What you wear says something about
who you are as an employee
 It’s OK to be relaxed but not OK to be
unprofessional
 Accessories make the man, or woman
but easy does it
 Remember the details
 Consider your activity

26. Important Points for effective
communication
 Say to yourself, “I will get Response”
 Come up with a topic for discussion everyday
 Start improving upon pronunciation
 Develop habit of reading – start with the
English newspaper / Comics
 Understand first, then communicate
 Don’t be afraid of asking questions