3. COMMUNICATION STYLES
AGGRESSIVE
• difficulty in seeing other people’s point of view
• interrupts / monopolises communication exchange
• achieves goals often at others’ expense
• domineering / bullying / condescending
4. COMMUNICATION STYLES
PASSIVE
• indirect / hesitant / apologetic
• trusts others but not self
• difficulty in expressing own wants / feelings
• allows others to make decisions for self
5. COMMUNICATION STYLES
ASSERTIVE
• non-judgmental / trusts self
and others
• expresses honestly and directly
• active listener
• considers others’ feelings
• confident / self-aware / flexible
6. CONFLICT & CRITICISM
Group Work: Discuss and present (10 min)
Group 1: Define conflict and explain the two types of conflict.
Group 2: What are the causes of conflict?
Group 3: What are the five conflict management strategies?
Group 4: Explain what is constructive and destructive and how to
give constructive criticism.
7. CONFLICT
Definition of conflict
•a situation between two or more people in which one
person perceives that another person has negatively
affected something that the first person cares about.
Types of conflict
•Functional
•Dysfunctional
10. CRITICISM
• What is criticism?
• Constructive & destructive criticism
• How to give constructive criticism
• The Positive Negative Positive (PNP) sandwich
• How to receive constructive criticism
11. MEETINGS
• Types of meetings
• Planning for meetings
• Meeting participants
• Good meeting
manners
• Barriers to effective
meetings
13. TYPES OF MEETINGS
Formality
• formal
• semi-formal
• informal
Purpose
• information-giving
• decision-making
• problem solving
14. PLANNING FOR MEETINGS
• Purpose of meeting
• Notice of meeting
• Agenda
• Venue/setting
• Seating arrangement
• Audio-visual equipment
15. MEETING PARTICIPANTS
• Roles and duties of participants before, during and
after the meeting
Participants
• Chairperson
• Secretary
• Meeting members
16. GOOD MEETING MANNERS
• Professional appearance
• Positive body language
• Contribute effectively and
actively
• Handle conflict or
disagreement professionally
17. GOOD MEETING MANNERS
• Give constructive criticism and avoid destructive
criticism
• Turn taking when speaking in a meeting
• Arrive prepared and on time for meeting
18. BARRIERS TO EFFECTIVE MEETINGS
• Poor verbal skills
• Inappropriate nonverbal skills (e.g. body language)
• Poor listening skills
• Unwillingness to participate
19. FOLLOW-UP OF MEETING
• Minutes of meeting
• Purpose of minutes of meeting
• Format
• Writing style & language
20. BUSINESS ETIQUETTE
&
CROSS CULTURAL COMMUNICATION
Take a short quiz
(Taken from the San Diego State University Student Affairs, Career Office
http://career.sdsu.edu/resources/tutorials/manners/etiPre.html#1)
Taken from http://tfli.org/images/multinational%20handshakes%20cartoon.jpg
21. GENERAL BUSINESS ETIQUETTE
•
Greeting / Mode of Address
introductions done in order of age or status
general rule is to defer to authority and use an honorific Mr.,
Mrs., or Dr., unless asked to use first names
firm handshake with direct eye contact
•
Business Attire
depends on industry and setting
ranges from business casual to formal; if unsure, dress more
formally
22. GENERAL BUSINESS ETIQUETTE
• Gift Giving
choose good quality gifts;
company logo (if any) should be
discreet
status of recipient is reflected in
choice and value of gift
gifts are not opened when
received
23. GENERAL BUSINESS ETIQUETTE
•
Dining and Entertaining
drinking is generally discouraged during business meals
elbows on the table should be avoided while eating
never make loud noises during eating and chew with mouth
open; do not talk with food in the mouth
avoid controversial topics (e.g. politics, religion)
24. BUSINESS ETIQUETTE
INDIAN CULTURE
Group Work: Write down two statements on each topic. (15 min)
Group 1: Meeting/greeting; making introductions; business cards
Group 2: Gift giving; small talk; dining and entertaining
Group 3: Personal reputation; business relationships
Group 4: Business meeting etiquette; negotiation & decision making
http://ethisphere.com/reporting-growth-in-india-an-emerging-business-case-for-an-emerging-market-leader/
25. BUSINESS ETIQUETTE
INDIAN CULTURE
• Meeting and greeting people
• Making introductions
• Business cards
• Gift Giving
• Small talk
• Dining and Entertaining
26. BUSINESS ETIQUETTE
INDIAN CULTURE
• Cultural issue:
Personal reputation
• Business relationships
• Business meeting etiquette
• Negotiation & decision making
ACTIVITY
Students to detail role & responsibilities of Chairperson, Secretary and meeting members
List good meeting manners and barriers to effective meetings