BUSSINESS-COMMUNICATION

MODULE-1

REPORT WRITING AND PROPOSAL WRITING

REPORT WRITING:

Meaning:-

 The Word ‘Report’ is a formal or official statement or just ‘a statement of facts’.

A report is a formal document written for a specific audience to meet a specific need it may contain facts of a situation, project, or process, an   analysis &interpretation data, events & record or suggestion & recommendations. A report is a factual & systematic account of a specific business or professional activity.

Purpose:-

To make sound decisions and find effective solutions

 To provide a formal, verifiable link between people, places, and times

 To serve as permanent records

 To solve immediate problems

 To provide complete, accurate, objective information

 Information about company‘s activities, progress, plans, problems

 Specific Action

 Justify and Persuade

 Present facts

Types of reports:-

1.     On the basis of function:-

a.     Analytical report:-

An analytical report present data with interpretation & analysis. The report writers analysis the facts of a case, Problem, condition, or situation.

b.    Informational report:-

Informational report present facts of a case, Problem, Conditional or Situation without any analysis interpretation or recommendations.

2.     On the basis of periodicity:-

a.     Routine report:-

As routine report are usually prepared on a periodic basis that is daily weekly fortnightly, monthly & annually.& it is also called periodic report.

b.    Special report :-

A specific report is prepared & presented to convey special condition situation problems or occasions.

3.     On the basis of communicative form:-

a.     Oral report: - Oral reports are informal & face- to- face presentation of information. Oral reports are useful for presenting brief information related to routine activities. Projects, developments & so on.

b.    Written report:-Written report is more conventional than oral reports. Most business & technical report use the written mode of presentation because the organizations using this report need to maintain proper for future use & reference. 

4.     On the basis of Nature, scope & length:-

a.     Formal report: - A formal report is usually the result of a thorough investigation of a problem condition or situation it is comparatively longer & need elaborate description & discussion.

b.    Non Formal report:-A Non formal report would be a brief account of a specific business or professional activity. It is usually written to provide introductory information about a routine affair. It is usually short & do not need elaborate description & discussion.

5.     On the basis of legal requirement:

a.      Statutory reports: reports which are required to be prepared in accordance with the provisions of any law are known as statutory reports. Ex: reports prepared by the directors or secretary of a company for submission to registrar of joint stock companies in accordance with the provision of the Indian companies act.

b.     Non-statutory reports: formal reports which are not required under any law, but which are prepared to help management in framing policies or taking other important decisions are called Non-statutory reports.

6.     On the basis of the number of persons:

a.      Reports by individuals: reports submitted by the branch manager, personal manger, marketing manager, the company secretary, the auditor, the solicitor, etc, are reports by individuals. These reports are naturally related to work in their own departments.

b.     Reports by committees or sub-committees: sometimes reports are needed on subjects that concern more than one department, or they are so important that is thought advisable to associate more than one person with them. In such cases, committees are formed to prepare reports. These reports are formal in style and impersonal in tone and are prepared after a careful and cautious deliberation of the members

Parts or element or form or format of a report:-

A formal report may include the following parts or elements:-

1.     Title page:-.A formal report usually begins with a title page. It contains the title of the report, name of the person or organisation to whom the report is being submitted, the name of report writers & the date.

2.     Preface:-The preface is an optional element in a formal report. It introduces the report by mentioning its salient feature and scope.

3.     Letter of transmittal:-The transmittal letter is a brief is a brief covering letter from the report writer explaining the causes for writing the report. It may contain the objective, Scope & Other highlights of the report.

4.     Acknowledgement:-The Acknowledgement section contains the names of persons who contributed to the production of the report and made the report possible it is just a thank you note.

5.     Table of Contents:-The Table of contents provides the reader an overall view of the report & Shows its Organisation.

6.     List of illustrations:-The list of the illustrations gives systematic information about table’s graphs, figures & chats used in the report. It is usually included if the no of these illustrations are more than ten.

7.     Abstract or executive summary:-An abstract or an executive summary summaries the essential information in the report focussing on key facts finding observation result conclusion & recommendations.

8.     Introduction:-This section introduced the reader to the report & prepares them for the discussion that follows by providing background information defining its aims & objectives & discussing the scope& limitations of the report.

9.     Methodology:-While writing a report, information may have to be gathered from library & internet or interviews surveys & formal/ informal discussion. Methodology summarises the methods of data collection.

10.            Discussion/Description/Analysis:-This is the main part of the report as it presents the data that has collected in an organised form. It focuses on facts & findings.

11.            Conclusion:-This section conveys the significance & meaning of the report to reader by presenting a summary of discussions & finding, result & conclusion.

12.            Recommendations:-This section contains recommendations that are based on result & conclusions.

13.            Appendices:-An Appendix contains supporting material or data, which is kept separate from the main body of the report to avoid interrupting the line of development of the report.

14.            References and bibliography:-This section may contain reference to book, journals, reports, and other sources used in the report. It may also consist of a list of materials for further reference.

Writing strategies:-

Whether one has to write formal or informal report, one needs to adopt effective writing strategies.

The following steps will help in organising & presenting the report systematically:

1.     Writing first draft.

2.     Reviewing & revising.

3.     Writing final draft.

1.     Writing first draft:-While writing the first draft, the following points must be remembered:

a)     Focus on the scope & purpose of the report.

b)    Simple & direct language should be used.

c)     A computer should be used for preparing the report.

d)    The draft should be written rapidly.

2.     Reviewing & revising:-Once the rough draft of the report has been written, it should be reviewed, edited, & revised in order to improve the quality of its content & presentation.

3.     Writing final draft:- When writing final draft, the following points should be taken care of:

a)     The report should be simple, clear, concise, direct, & readable.

b)    Appropriate words, short sentences & meaningful paragraphs should be used.

c)     Important points should be emphasised.

Steps to Report Writing:

1.     Investing the sources of information: investigating the sources of information is a kind of spadework.

2.     Taking notes:

3.     Analyzing the data:

4.     Making an outline:

5.     Write the report:

Essentials of good report/characteristics of business report:

1.     Accuracy: information presented in reports should be accurate. Inaccurate information may often land the managers in trouble. As far as possible the report must be based on accurate information.

2.     Simplicity: a report should be simple. This would help in arriving at decisions quickly and easily.

3.     Completeness: The repot should be complete in all respects. There should be no room for ambiguity.

4.     Brevity: Executives do not find sufficient time to read lengthy reports. Therefore, the reports should be briefly reflecting the essential point.

5.     Appearance: the agreement, organization, format, layout and make-up of the report should be pleasing and as far as possible, eye-catching.  

6.     Action taken: This should give details of the actions the writers took in preparation for the activity or task he is reporting on; or of how he want about gathering the materials and data for his investigations.

7.     Findings: details should appear under this heading of what was done, observed or discovered and what information was gathered; all data relevant to the action or enquiry should be involved.

8.     Conclusions: this heading should appear the conclusions gathered from the writer’s opinion and assessment of the situation he has been covering.

9.     Recommendations: in the light of the facts that he has presented in the report and the conclusion he draws from them, the writer may make recommendations or suggest a course of action

PROPOSAL WRITING:

A proposal is a document that request support “usually money“ for work a proper wants to do.

Types of proposal writing:-

I. According to structure:-

1)    Formal proposals: Formal proposals are comparatively longer. They are usually written to initiate big projects & require elaborate description & discussion.

2)    Non- proposals: A non- proposals is a brief description of suggestions or recommendations that are introductory in nature. It is usually written to small project & also short.

II. According to the nature of its audience:-

1)    Internal proposals: An internal proposal is addressed to reader within an organisation. It may offer to study a problem, situation, condition or issue in the company or organisation.

2)    External proposals: External proposals are communicated to people outside an organisation. External proposals are more formal, detailed & elaborate than internal proposal.

III. According to source of origin:-

1)    Solicited proposals: A solicited proposal is written in response to a specific request from a client.

2)    Unsolicited proposals: Unsolicited proposals are written without any request for a proposal

Parts of proposals:-

The proposals may include the following parts or elements:

1.     Title page: The title page of proposals contains the tittle of the proposals, the name of the person or an organisation to whom the proposals is being submitted, the name of proposals writer & date.

2.     Table of contents: The sections provide the readers an overall view of the proposals by listing the main heading & the sub heading in the proposals, with their page numbers.

3.     List of figures: This section includes o list of tables, graphs, & charts used in the proposals with their page numbers.

4.     Abstract or summary: An abstract or a summary is a condensed version of the proposals or it summarises & highlights its major points.

5.     Methodology: The section on methodology the proposed method of data collection and the procedure for investigation the situation or problem.

6.     Introduction: This section introduces readers to the purpose. It gives the background, states the purpose and discusses the scope.

7.     Statement of the problem: This section contains an objective description of the problem or situation that the proposal intends to address.

8.     Proposed plan & schedule: This section presents a schedule of activities highlighting the main course of action.

9.     Advantages or disadvantages: This section reinforces that the proposals has more advantages than disadvantages by making realistic comparison.

10.            Recommendations or proposed solutions: This is the main section of proposals as it discusses the plan to solve the problem. It is the most persuasive section of proposals.

11.            Conclusion: This section presents the final summary of the proposals & focuses on main points, & the key benefits & advantages. It influences reader with a final report.

12.            Appendices: Secondary materials are put as appendices in a proposal. This maintains continuity of logical progression & avoids distractions.

Writing tips:-

Apart from using the correct format & structure for the proposals should be readable, alternative & convincing.

There are 3 strategies of good writing adopted are:

1.     Pre-writing: Prewriting of proposals involves purpose identification, audience, an analysis of the action desired & data collection.

2.     Writing: Writing proposals involves organising the data that has been collected, outlining what will be presented in the proposals, & writing the first draft.

3.     Post- writing: Once the first draft has been written, it is ready to revised, edited, & evaluated in order to improve its content layout,& structure.

Difference between report writing and proposal writing:

REPORT WRITING	PROPOSAL WRITING
1.     Written to someone with authority e.g. Officer, boss etc. or peer e.g. colleges, association etc.	1.     Written to someone who needs to make a decision usually which involves spending or investing money.
2.     Usually formal in register.	2.     Usually formal in register, but could also be semi-formal when addressed to a committee of peers.
3.     Writer uses language related with expressing opinion, listing reasons, making recommendation.	3.     Writer uses language in such a way that he is persuasive, besides listing reason and making suggestions.
4.     Written to people who can take action or affect outcome.	4.     Written to someone whose decision will directly benefit the writer in some way e.g. (Writer is a salesperson).
5.     May or may not have headings the general purpose of a report is to identify a specific problem, explain it and recommend action that will lead to a solution.	5.     May or may not have headings the general purpose of the identify a particular need, explain it and recommend how this need can best be met.

END

 

Module-2

PRESENTATION SKILLS AND NEGOTITATION SKILLS

PRESENTATION SKILLS:

A presentation is a live mode of sharing information with a select audience. It is a form of oral Communication in which a person shares factual information with a particular audience.

Presentation is an oral activity using visual electronic aids to discuss news ideas and information with a specific audience in an impressive and convincing manner.

Elements of presentation:-

Three major elements

 Presenter

 Audience

 Specific content- definite objective

Presenter:

Presenter is a person who sharing factual information with selected audience, he become a presenter. Think and plan the following before delivering presentation: 

 Identify the purpose

 Analyse audience

 Identify the needs

 Collate information 

 Design communication

 Time presentation

Decide the visual aids to be used

 Study the location  

1.     Identify the purpose:

    Inform people about an idea or a business opportunity to gain support for some course of action or to suggest a likely course of action in the future.

    Put across a problem to seek a solution or to minimize people‘s reaction to it.

    Just create awareness by sharing information.

    Motivate, educate, or impart training to promote a more productive work culture.

2.     Analyse audience:

Audience is a person or a group of people who listing information i.e., presentation.

    Number

    Nature, needs, level of knowledge

    Attitude

    helps in –determining the language of delivery

    Selection of inputs

    Focus of the presentation

    Feel confident

3.     Identify the needs:

    Determine what information is needed by the audience

    Needs vary from category to category

    For instance, presentation before students, professors, business people, or friends – level of information changes accordingly.

4.     Collate the information:

    After Purpose and need identification gather and systematically arrange the information.

    Helps them to structure and design the delivery.

5.     Designing & Delivering Business Presentations or designing communication:

The normal order of any exposition is to first to list the main ideas and then elaborate points. The sequence followed in all reports along with the timing are as follows.

·        Introduction   03 minutes

·        Main body    15 minutes

·        Conclusion   02 minutes

·        Question and answers  10 minutes

 Logical order of presentation:-

·        Introduction 03 minutes: Introduction indicates the main idea of presentation, which helps the audience to know the subject and the focus of presentation. Next elaborate the purpose and the reasons.

·        Main body 15 minutes: The main body of the presentation is to utilize to inform the audience about the advantages of the proposal. This part would include findings of the study and analysis of the data to convince the audience. Divide this section in to sub sections, but care should be taken not to have more than three sub sections.

·        Conclusion 02 minutes: Conclusion focus on the end results arrived by analysing the data. Recommendation and suggestions with respect to future action plans are formulated.

6.     Presentation time The total presentation including the question and answer part should be covered within the time allotted to it. Many of us ignore the facts that audience interest and attention are condition by time factor. Well delivered and effective presentation is one that has a smart beginning and logically arrives at a conclusion.

7.     Visual aids to be used:

    To make audience see what they hear.

    Numerical statistical data.

    Topics related to art, design.

    New data or plan, which the audience is not aware. The information will be better understood when seen.

    Comparative statements of facts and figures in graphic and diagrammatic forms.

    New interpretation of old data.

Designing and delivering a presentation:

1. Know your subject matter: While this first point may seem obvious, it is very important that you research every nuance of your subject. Read reports and look up information about the subject with the specific purpose of writing a presentation script. This is especially important when giving a design presentation or proposal since you are in effect selling" your ideas to the audience. This applies whether the audience is a potential client or your own board of directors.

2. Know your audience: A small amount of research into the makeup of your audience will reap large benefits on presentation day. An engineering presentation in which the audience expects or requires highly detailed technical illustrations and data might be inappropriate when presented to a non-technical group. This would be true even though the basic subject matter is nearly identical. 

3. Develop a theme:

All presentations, regardless of their complexity, are designed with a single purpose. Whether that purpose is to sell, educate, or for pure entertainment, state that purpose to yourself at the beginning of the development process. Keep this purpose in mind always.

4. Prepare your script:

The script does not necessarily have to be a work of literary excellence. Other presenters and presentations require a carefully composed, professionally developed script. The exact form of the script depends on the formality of the presentation. It should consist of the same four basic parts, an opening, body, summary and closing.

a.      The opening: The opening of the presentation sets the stage for what is to follow. Participants are introduced and the purpose of the presentation is stated.This helps keep your audience oriented properly within the framework of your script.

b.     The body: This is the part of the script in which the bulk of the subject matter is presented. The body of a long presentation should be separated into smaller, easily assimilated modules. Each module or sub-section should make a single point or convey one idea.

c.      The summary: This portion should be very brief and simple. Here is your chance to reinforce the central theme and purpose of your presentation. Briefly emphasize the key points and main ideas of your script in this section. 

d.     The closing: In a well structured closing, points raised during the question and answer session (if any) are summarized and any handout material that was not required during the presentation is distributed.

5. Select the proper visual aids: Good presentation visuals, however, do not necessarily have to be expensive. When properly planned and produced, simple, well designed graphics add professionalism and impact to virtually any show. The proper use of text images, charts and graphs as well as the correct type of chart or graph to use in various circumstances is the subject of another article in this series.

6. Prepare a story board: A story board does not have to be complicated or time consuming to prepare. Its main purpose is to give a general view of the presentation and communicate the important items to the technicians and artists who are creating and assembling the images. 

7. Produce the visuals

If the previous steps have been carefully followed, this can be the easiest part of preparing your presentation.  With careful, timely planning, the only task remaining is mechanical process of production. The complete and accurate planning that you have done to this point assures a smooth production cycle without the need for unnecessary last minute changes.

8. Rehearse: Your final script and outline or story board permit you to rehearse your presentation even before the visuals are completed. This assures that when your final images are prepared and ready, you will be as well.  If you'd like to really test your mettle, drag out the camcorder and tape your rehearsal. Just keep in mind, no one expects you to be Winston Churchill.

9. Presentation day

On the day of the presentation, arrive and set up early. Have spare projector bulbs and extra copies of the handout material close at hand. You have your visuals, you are well rehearsed, the room is set up and the participants are all prepared. Speak clearly and with authority.

10. Follow-up

Check back with the attendants and participants to assure that your presentation goals were met. A questionnaire distributed at the end of your presentation can be a source of critical information for follow up calls or future presentations. Encourage the attendants to call or write with any questions that they did not get answered during the presentation.

Different kinds of Visual aids/ advanced visual support for business presentation:

1.     Charts—a visual arrangement of words or numbers according to some obvious principle.

a.      Statistical

b.     Sequence of steps

c.      Decision tree

d.     Flowchart

e.      Columnar chart

2.     Graph—a visual display of relationships, showing how change in one thing is related to change in another.

a.      Line graphs

b.     Bar graphs

c.      Pie graphs

3.     Representations— visual portrayals of reality.

a.      Textual graphics

b.     Diagrams

c.      Photographs

Film and videotape

4.     Overhead projectors:

Points for using OHP:-

    Check that the projectors switch is working.

    See if the projector lens and surface are cleaned.

    Adjust the focus for obtaining the brightest and the largest image on the screen.

    Place transparency on the projection surface.

    Switch of the projector between the visuals.

    Locate the switches on the OHP using it.

    Unfold the points one by one.

5.     Power point presentation

 The OHP as a tool for making impressive professional presentation has been taken over by the computer based power point presentation. This is projected with the help of multimedia projector. Enlarged computer screen displace the well laid out information to a large audience. Pictures, photographs are all displayed as a part of the presentation with cinematic effect.

Presentation tips:

How to deliver the presentation?

    Do not read.

    Use ―You attitude‖ to ensure audience involvement.

    Give the outline of the content.

    Tell them what next.

Body language:

    Appearance

    Maintain good and positive posture

    Eye contact

    Gestures- hand movements to reinforce the argument

    Do not stand fixed like a statue

    Smile and look relaxed while answering questions 

Please note:

During presentation,

    7% conveyed by words,

    38% by the way words are spoken &

    55% by body language.

NEGOTITATION SKILLS:

 Negotiation is any form of meeting or discussion in which the   persons they are in contact with use argument and persuasion to achieve an agreed decision or action.

• A negotiation is a form of meeting between two parties-Our party and Other Party.

• Objective-To reach an agreement.

Nature and need for negotiation:

 Nature of Negotiation:-

    Takes place between two parties.

    Agreement through discussion not through- instruction, orders or power /influence/authority.

    Negotiation is a form of communication where the objective is agreement.

Need to Negotiate:-

1.     Situations requiring negotiate:-

a.     Formal situation:

·        A preannounced meeting of two parties.

·        The agenda is fixed.

·        More than two persons are involved.

·        Time to prepare and fix roles.

·        Simpler to handle.

b.    Informal situation:

·        Unannounced and casual meetings.

·        Involves just two persons.

·        Appears casual.

·        No time to prepare.

·         Friendly approach- influences on final decision making.

·         Strength or weakness of the other side is not known.

Situations not requiring Negotiation:

·        When one of the two parties – immediately accepts

·        Refuses to even consider or discuss the suggestion.

2.  An issue involving more persons than one.

3. Only when both the parties are willing to meet and discuss.

Factors affecting negotiation:

The following factors usually affect the outcomes of negotiation:

1.     Palace:

·        The place of meeting negotiations influences the level of confidence. Choosing a place, like your own office, has many advantages.

·        You can get whatever information or material is needed during the course of negotiation.

2.     Time :

·        Time should be adequate for smooth exchange of ideas through different stages of negotiation:

ü Exchange initial views.

ü Exploring possible compromise.

ü Searching for common ground.

ü Securing agreement.

·        To be effective, negotiation should be timely.

3.     Subjective factor:

The final outcome of negotiation is determined by subjective factor of influence and persuasion.

o   Personal relationship: The conduct of negotiation is influenced by the relationship between the two people involve in the process of discussion.

o   Fear: Often our bargaining power is conditional by our fear of power, authority, higher connections, and capacity to harm enjoyed by the other party.

o   Future considerations: When personal relationship is at stake, we may not wish to win the argument in the negotiation in case good relations between the two parties are likely to be affected.

o   Mutual obligation: The memories of the good done in the past by the other party also act as a negative influence (fear) on us.

o   Practical wisdom: fear of losing good future chances is a strong factor in our bargaining/negotiation positions and power.

o   Persuasion: persuasion comprises a range of skills for convincing   other people of the need to accept or agree to course of action.

Stages of the negotiation process:

Generally, the process of negotiation moves from the stages of offer to that of agreement through counter-offer concession and compromise stages.  

• Preparing and planning

• Exchanging initial vows

• Exploring possible compromise

• Searching for common ground

• Securing agreement

• Implementing the agreement

These six stages can be grouped into three basic phases:

§  Preparation phase.

§  Actual negotiation process.

§  The implementation of agreement.

Negotiation implies that both parties accept that the agreement between them is needed before any decision is to be implemented. The process of discussion is towards that desired agreement. Hence, it requires careful preparing and handling.

§  Preparation:

 All effective communication/ discussion, negotiations have to be planned. The negotiator has to be prepared before the actual process of negotiation starts in two respects –

ü Accessing the relative of the two parties

ü The setting of negotiation objectives. At this stage, negotiator should try to answer the following two questions:

-What are the real issues?

-Which party should be involved?

 Know the subject matter well and are not likely to feel surprised or shaken by the other party introducing unexpected facts are figures.

§  The negotiating face:

 Most effective negotiations follow a set sequence –

ü The parties begin by defining the issues. They argue about the scope of negotiation.

ü Each side then puts forwards what it is seeking or first the party that makes the claim presents its case, and thereafter, the other party gives an initial response – thus both the parties define their initial position.

ü After that comes a more open phase in which the initial position are tested through argument.

ü The parties move to a possible solution that could be argument‘s outcome.

ü Firm proposals in more specific terms are then made, discussed and often modified before both the parties accept them.

ü Finally, an argument is spelt out and concluded.  

§  Implementation:

Some scholars consider that preparation and implementation are not parts of negotiation. They constitute two basic phases of actual process of negotiation – one before initiating the negotiation process and the other after concluding discussions.

ü The purpose of negotiation is to achieve an agreement; the purpose of agreement should be to implement the agreed decision/outcome.

ü If due attention is not paid to the implementation part of a negotiation, then negotiation fail.

Negotiation strategies:

A.   Initial strategies:-

Plan the whole discussion according to the psychological needs and use appropriate strategies to maximise the advantage for gaining information about the views and objectives of their party. Set a tone for the whole discussion that focuses attention on the need to reach an agreed conclusion by joint problem solving.

B.   During the Discussion:

The strategy should be to allow the discussion to move towards agreement. To do this, one must psychologically encourage cooperation throughout the discussion. Be a silent listener of other speaker‘s argument. Notice the tone, not just the words.

C.   Reaching an agreement:

After a long and difficult discussion, final ‘should be taken as final‘. No further concessions or compromises should be allowed. Be tactful and persuasive so as to ensure that the final outcome, which is of advantage, is seen by the other person as a benefit to his party. Approach the other party‘s cooperation and brilliant suggestion.

D.   Summarising:

It helps to summarize the agreements and conclusions at the end of the discussion.

E.   Deadlock:

Reaching a mutually satisfactory end is the basic objective of any negotiation.

Suppose, there is no final agreement reached after a prolonged discussion, the strategy should be to –

ü Point out no further concessions can be made as they would be of no benefit to either of the parties.

ü Explain and emphasize the consequences that would flow from a deadlock, such as the matter will have to be referred to higher-ups, or eventually to external arbitration.

ü Even in the situation of, a deadlock, remain positive and hopeful of reaching a mutually agreed solution/or agreement ultimately.

END

 

MODULE-3

GROUP COMMUNICATION

Meaning:

Group Communication is among small or large groups, like an organization, club, or classroom, in which all individuals retain their identity.

Meetings:

Meeting is an act to come together for a specific purpose with a particular time. A meeting is a gathering of two or more people that has been convened for the purpose of achieving a common goal through verbal interaction, such as sharing information or reaching agreement.  Meetings may occur face to face or virtually, as mediated by communications technology, such as telephone conference call, a Skype conference call or a videoconference.

Meeting management functions/ roles/Planning meetings:

1.     Have a reason to meet: When and where the meeting will be held are important considerations. However, the very first question that should be asked is, “Why are we meeting and what do we want to accomplish?” If there are no clear-cut answers to this question, don’t hold the meeting.

2.     Know who participates: The matter of who attends association meetings is seldom left to the leader. Participants are elected or selected, or they may simply volunteer. In working committees, it’s best to have a definite limit on membership; the optimum size for getting results is five to 15 members.

3.     The agenda: An agenda is a list of meeting activities in the order in which they are to be taken up, beginning with the call to order and ending with adjournment. It usually includes one or more specific items of business to be considered. It may, but is not required to, include specific times for one or more activities. An agenda may also be called a docket.

4.     Seating arrangements: Studies have shown that people react in certain predictable ways in certain physical surroundings. The seating arrangements of your meeting can affect its productivity. Ideally, a round table is best, but this only works for a small group. A wide rectangular or U-shaped arrangement is effective for larger meetings.

5.     Start on time: The meeting should always start on time. Don’t wait for anyone. It sets a bad example and discourages others from being on time. Take your watch off at the beginning of the meeting and set it in front of you. This shows that you mean to stay on schedule. Briefly state the purpose of the meeting and emphasize the positive aspects of the subject.

6.     During the meeting: Be sure the group is focused on the same content. You should have a blackboard or flip chart to list the points being discussed. This is also a useful tool in defusing a heated discussion; since listing the points being discussed seems to disassociate the idea from the person proposing it.

4.     After the meeting adjourns: Once the meeting is adjourned, the leader still has work to do. The results of the most successful meeting will slip away if they are not put into concrete form almost immediately. You should set up a standard form for a follow-up memo. It should include the date of the meeting, name of the sender, subject of meeting, participants, conclusions reached and action items.

5.     How to Conduct Meetings that Work: Secrets to Better Meetings RESOURCES Each meeting is unique. That makes it possible to set up a complete set of procedural rules for meeting leaders to follow. However, there are important ground rules that apply in almost all meetings.

6.     Respect Other People’s Time: When the meeting gets to the point that the special expertise or knowledge of key participants is no longer needed, offer these people the opportunity to excuse themselves. When they realize you are sensitive to not wasting their time, they will be more willing to help you out in future meetings.

7.     Improve Communications: If you are leading a meeting, gear your vocabulary to the least sophisticated member of the group. Be on the lookout for abstract or pedantic language from other meeting participants and be ready to “translate” such language into colloquial speech.

8.     Record All Ideas: At creative meetings, it is vital to avoid intolerance of participants’ seemingly bad ideas. Ideas that seem silly today may be valuable sometime in the future. Record all ideas at a meeting for evaluation.

9.     End Meetings After Defined Responsibilities and Firm Deadlines Have Been Established: If the meeting’s purpose is to come up with an action plan, be sure that everyone clearly understands who is to do what by when.

10.            Conclude With Summary Statements. The meeting leader should briefly summarize the proceedings and accomplishments of the meeting at its conclusion to underscore the focus of the meeting and to make clear what individuals are expected to do to follow-up..

Objectives:

v To solve the problem.

v To understand the situation.

v To inform and explain.

v To get feedback.

v To collect ideas.

v To learn and train

Participants:

Every participant has the stake in the meeting. Participants are those who are directly related to the purpose of the meeting. The meeting become effective and successful only by the effective participation of the participants.

Some suggestions for effective participation:

ü Study the every item of the agenda, collect & gather points of view for each item.

ü Keep an open mind – be preparing to learn and correct any mistake in thinking.

ü Do not disturb other participants or the self by talking or thinking about unrelated matter.

ü Show interest in what other says.

ü Never personalize a difference of opinion.

ü Speak up if you have something to contribute and share, however keep the comments

ü Short and precise.

ü Be a good listener.

ü Be courteous at all times. 

Timing and venue of meeting:

To get the participants to the meeting they need to be invited, or if an appointment was made at a previous meeting or via telephone they still need to receive an agenda and supplementary documents.

           For small and/or well defined groups invitation, agenda and all other documents should be sent at least a week in advance of the meeting to all participants. If the group is very small, the meeting takes place at a fixed time and the participants agree to it but in all other situations a week is an absolute minimum. Of course if the meeting takes place every week, there is no other option but sending the agenda and documents at shorter notice.

Meeting Documentation:

A written or printed paper that bears the original, official, or legal form of something and can be used to furnish decisive evidence or information

Notice:

Any meeting with any people anywhere doesn't yet make a meeting. A convention or meeting must be called in advance, according to the common rules. The idea of sending a notice of meeting is to ensure that all participants are informed of the meeting well in advance. Otherwise half of the board members might meet behind the others' backs and make decisions unbeknownst to the others.

The chairperson is usually responsible for the practical arrangements of sending a notice of meeting. The responsibility can be shared, but ultimately it belongs to the chairperson.

A notice of meeting is not strictly formal, but the following items should be included:

ü Association calling the meeting.

ü Meeting type: a general or a board meeting (such as statutory spring or autumn meeting).

ü Meeting time.

ü Meeting place.

ü Reference to the purpose of the meeting – such as changing the association's rules or other issues decreed by the law.

ü Person calling the meeting.

ü Preferably the matters that will be discussed in the meeting.

Template of Agenda :( examples)

1.     Objective: To brainstorm a name of our newest product.

2.     Attendees: Junaid, Faisal, Rizwan, Steve, Adil and FarrukhHabib

3.     Date, Time and Duration: Tuesday, November 10, 2009 from 6:00 to 7:00 pm

4.     Location: Main Boardroom, Head Office

5.     What to Bring: A thesaurus, a dictionary, the creative thinking caps and anything else that gives you creative inspiration

6.     Agenda Presenter: FarrukhHabib will lead the brainstorming session and record the session notes

7.     Topic: He‘s prepared brain-tweaking questions to help us discover that perfect name for our product.

8.     Allocated Time: 12 minutes each.

Resolution & Minutes:

  A resolution is a written document that describes the actions taken by the board of directors of a corporation. The minutes are a written document that describes actions taken and resolutions passed by the directors during a regular board meeting

  Minutes include the following: 

ü Date, time and place of the meeting.

ü Name of those in attendance.

ü Proxies tabled.

ü The wording of each question decided.

ü Votes for and against.

ü Details of correspondence, notice, reports or document tabled.

ü Time the meeting closed.

Media management:

Media management is a term used for several related tasks throughout post-production. In general, any task that relates to processing the media is considered to be media management, such as capturing, compressing, copying, moving, or deleting media files. However, media management also refers to keeping track of the media files via clip properties such as log notes, comments, scene number, shot/take number, and so on.

Importance of media management in current scenario:

1.     Entertainment:

2.     Reporting the news:

Consensus:

The principles of consensus:

The press release:

 A press release is pseudo-news story, written in third person that seeks to demonstrate to an editor or reporter the newsworthiness of a particular person, event, service or product.

 A company sending matter for publication prepared by its own staff is issuing a press release.

Press Release components or elements:

There are seven basic elements that every press release should have in terms of content and how it appears:

FOR IMMEDIATE RELEASE:

           These words should appear in the upper left-hand margin, just under the letterhead should capitalize every letter.

1.     Contact Information: Skip a line or two after release statement and list the name, title, and telephone and fax numbers of the company spokesperson (the person with the most information). It is important to give their home number since reporters often work on deadlines and may not be available until after hours.

2.     Headline: Skip two lines after the Contact information and make use of a boldface type.

3.     Dateline: this should be the city the press release is issued from and the date of mailing the release.

4.     Introduction: First paragraph in a press release, that generally gives basic answers to the questions of who, what, when, where and why.

5.     Body: Further explanation, statistics, background, or other details relevant to the news. 

6.     Boilerplate: Generally a short "about" section, providing independent background on the issuing company, organization, or individual.

7.     Close: In North America, traditionally the symbol "-30-" appears after the boilerplate or body and before the media contact information, indicating to media that the release is ending. A more modern equivalent has been the "###" symbol. In other countries, other means of indicating the end of the release may be used, such as the text "ends".

8.     Media Contact Information: Name, phone number, email address, mailing address, or other contact information for the PR or other media relations contact person. 

Characteristics of a good Press Release:

ü It should be newsworthy.

ü It should be factually true.

ü It should be brief and precise.

ü It should be drafted in a simple language and conversational style.

ü It is suitable for publication.

ü Who, what, where, when and why.

Press conference:

 Meaning:

o   Physical equivalent of a Press Release

o   Journalists called together

o   What, when, who, why, where and how of the story.

o   Holding a press conference- acceptable means of issuing information to the press

o   Opportunity to communicate directly with the representatives of the press.

o   The latter in turn presents the news to the public.

 Definition:

A news conference or press conference is a media event in which newsmakers invite journalists to hear them speak and, most often, ask questions. A joint press conference instead is held between two or more talking sides.

Press Conference is used:

a.      Launching a new product or service

b.     Improvement in old product

c.      New use of Old product

d.     Appointments and Promotion

e.      Opening new branch, giving awards

f.       Important dates

g.      Quashing a rumour

h.     Contract won

i.       Charitable events

Basics of Press Conference:

v Location

v Set up

v Eats and drinks

v Timing

v Announcement

v Rehearsal

v Opening statement

v Ground rules

v Overselling the news value

Creating a Press Kit:

Ø Supply invited journalists with press kits which include

Ø Press release already sent

Ø Background of information

Ø Bio-data of speakers

Ø Stationery paper in a folder

Ø Product sample

Ø Business card

Ø Photo if necessary

Difference between press release and press conference:

Media interviews:

 A recorded conversation, usually conducted by a reporter, in which an individual provides information and expertise on a certain subject for use in the reporter‘s article.

Keys to a Good Interview:

ü Talking in lay terms, using as little professional or technical jargon as possible. Telling stories and anecdotes that illustrate the point and giving examples. 

ü Keeping the answers short.

ü Thinking about what he/she are wants to say before speaking. Defining two to three main points he/she would like to make about their subject. Gathering facts, figures, andanecdotes to support the points. Anticipating questions the reporter might ask and havingresponses ready. 

ü Speaking in complete thoughts. The reporter‘s question may be edited out and interviewee response should stand on its own. This is especially important for television interviews. 

ü Never say anything that he /she do not want to read in print, hear on the radio, or see on television or the internet. 

Preparing Before the Interview:

ü Preparing a single communication objective and two or three secondary points that he/she wants to make. 

ü Anticipating the reporter‘s questions, especially the hard ones. What are the key messages? Answering difficult questions as briefly as possible, then bridging to the message. 

ü If he/she can provide the reporter with a written summary of information, main points or statistics, do so. Reporters always need perspective (i.e., How many people are affected? When did the issue arise? Is this part of a national trend?). Don‘t hesitate to put the issue into perspective, even if the reporter doesn‘t ask. 

During the Interview:

·        State the most important information first – then provide the background.

·        Keep responses brief, but long enough to help the reporter get quotes.

·        Stick to the main points and do not allow to get drawn too far off on tangents. Many people make the mistake of talking too much. Repeat the points if necessary to get beckon track. 

·        Mention the subject by name several times during the interview, rather than saying ‘it’ or ‘they’.

·        Make eye contact with the reporter.

·        Don‘t overestimate a reporter‘s knowledge of subject. Offer background information where necessary.

·        Identify anything he /she will say as either fact or opinion. Opinions are own, but fact is fact.

·        If he/she does not understand a question, ask for clarification rather than talking around it.

·        If he/she doesn‘t have the answer, say so. Tell the reporter where to find the information, if possible.

Body Language during Interviews:

Eye Contact:

·        Maintaining eye contact with the reporter. If on camera, do not stare at the camera.

·        If interview is at a remote location and the interviewer is in the studio or somewhere else, DO look straight into the camera. 

·        Do not  get distracted by activity around 

Posture:

·        Sit up straight but not like a stick! It helps to keep the feet on the floor.

·        Don't fidget (be restless, move around). If standing, put one foot slightly in front of the other to avoid swaying.

·        Find a place to rest the hands and keep them there -- folded on the lap works.

·        Use gestures sparingly and naturally.

·        Watch the nodding. Women tend to nod to acknowledge the reporter's comments or questions, but it may be interpreted as agreement.

Wrapping it up:

·        Leave time for questions. 

·        At the end of the interview, recap any commitments to get the reporter additional information and tell them when they can expect to get back to them.

·        Leave behind press materials. Make sure they include the contact information for follow up questions.

·        If it is not a live show, ask when the piece will run or air. If there were no plans to run a story before the interview, ask if the reporter plans to write a story.

·        Follow up on any materials or information promise in a timely manner.

END

 

MODULE-4

INTERVIEW SKILLS

 Business /employment communication:

Communicating through writing is essential in the modern world and is becoming ever more so as we participate in what is now commonly called the information age. In fact, written communication is the most common form of business communication. It is essential for small business owners and managers to develop effective written communication skills and to encourage the same in all employees.

Communicating through written words in the form of CVs, applications, or communicating orally during interviews, group discussions for the need of employment with the employers is termed as employment communication.

Composing Application Messages:

A job application letter, also known as a cover letter, should be sent or uploaded with the resume when applying for jobs.

An application for employment, job application, or application form (often simply called an application) is a form or collection of forms that an individual seeking employment, called an applicant, must fill out as part of the process of informing an employer of the applicant's availability and desire to be employed, and persuading the employer to offer the applicant employment.

Application blank is most commonly used to collect information from the applicants. The information sought and information provided will facilitate the selection process. The information sought in application blanks may vary according to the position and the organization.

Mostly application blanks seek the following types of information.

  (i)  Personal Data,

  (ii) Marital Data,

  (iii) Educational Data,

  (iv) Physical Data,

  (v)  Employment Data,

  (vi) Extra-curricular Data &

  (vii)   References.

When an applicant submits his application blank, he provides a brief bio-data about himself to the organization. It facilitates comparison among the applicants. It serves as a basis to initiate a dialogue in the interview.

Writing CVs:

Meaning of Curriculum Vitae:

A CV (singular) meaning ―course of one‘s life. CV (plural) is most often used for academic or research position.

Definition:

    Curriculum vitae are a written description of your work experience, educational background, and skills. Also called as a CV, or simply vitae, it is more detailed than resume

Purpose of CV:

o   To apply for a job within the same field.

o   To apply for a job within a different field.

o   To summarize your life achievements.

o   To apply for a particular job vacancy.

Contents of CV:

1.     Personal details

2.     Job objective

3.     Education

4.     Professional experience

5.     Computer skills

6.     Language and personal communication skills

7.     Extracurricular activities

8.     References

1.     Personal details:

            The purpose of giving personal details is to make it as easy as possible for a company to contact a candidate at the right place and the right time.

   Under the personal details:

·        Name

·        Address

·        Telephone number

·        Dates

2.     Job objective:

·        The purpose of giving a job objective is to make the employer aware of candidate ‘goals.

·        Objective or aim is an important section because it informs the reader of what a candidate is looking for.

3.     Education:

The purpose of this section is to show a candidate‘s background and skills.

Other possible headings for education are:

·        Educational background

·        Educational achievement

·        Educational history

4.     Professional experience:

The purpose of this section is to highlight the skills that are most immediately required by the position a candidate is applying for.

      Under this:-

·        Employment

·        Employment history

·        Work experience

·        Work record

5.     Computer skills:

 Under computer skills -may include Basics and Languages.

·        To obtain an internship general computer skills may be extremely useful whereas employment may depend on a particular skill.

6.     Languages and Personal Communications Skills:

The purpose of this section is to draw attention to the languages which candidate knows. Listening, writing, conversational skills should be clearly stated.

7.     Extracurricular Activities:

The purpose of this section is to allow the candidates to highlight on their individual skills related to the following:

Outside activities:

·         Personal interests

·         Social skills

·         Team work

·         Time management

·         Competitive spirit 

8.     References:

The purpose of this section is to show the employer that there are people who know the candidate - their conduct, character, strengths - professors or employers, family friends,(not the candidate‘s blood relatives) – who can support the information the candidate has given.

Difference between CV and Resume:

1.     The primary differences are the length, the content and the purpose.

2.     Resume one page whereas CV usually 3 or more pages depending on the individual‘s experience.

3.     Resume focuses on specific achievements and result oriented responsibilities.

4.     CV goes into detail with regard to work experience/job responsibilities. 

Group discussions:

Group discussions are formal, organised discussions conducted with the intention of evaluating a candidate in a peer group situation. The group may either be asked to discuss a topic or they might be given a case study. Lately, some institutes have also been coming up with 'Group Tasks', which involve a cooperative effort from the candidates to achieve a task.

While different evaluators have different numbers and names for the parameters, a GD essentially tests four parameters:

1. Content
2. Communication Skills
3. Group dynamics
4. Leadership

1. Content: Content is a combination of knowledge and the ability to create coherent logical arguments on the basis of this knowledge. Memorising facts is pointless. A GD requires an in-depth understanding of the various issues around the topic, as well as the ability to analyse the topic and build arguments.

2. Communication skills: Communication is a two way process, resulting in the transmission of information. You must always keep in mind that the role of the listener is critical.

3.     Group dynamics: A GD, as I mentioned earlier, is a formal peer group situation and tests your behaviour as well as your influence on the group. Formal language and mutual respect are obvious requirements.

4.     Leadership: One of the most common misconceptions about leadership is that it is all about controlling the group. However, for the GDs that we are talking about, leadership means giving direction to the group in terms of content. A good leader is one who allows others to express their views and channels the discussion to a probable decision or conclusion on the given topic.

Technique:

ü Group consists of 8 to 10 candidates.

ü No one is nominated as leader, coordinator, or chairman to conduct the discussion.

ü Each candidate is to be addressed according to roll number.

ü Seating is arranged in a circle and candidates are seated according to the ascending order of roll numbers.

ü A topic is provided for discussion.

ü The topic can be anything, from current affairs to general issues.

ü The group is permitted to speak at will.

ü The duration of a group discussion will usually be one hour.

ü A panel of observers will assess the participants.

Purpose:

§  To hear participants speak

§  To evaluate their communication skills

§  To observe their interactive skills

§  To assess their confidence

§  To judge their alertness, presence of mind, problem-solving ability

Discussion Technique:

v Alive interaction where subject is examined from different angles.

v As participant, you may disagree, support others point of view or bring in a new point of view.

v Courtesy indicates the level of culture and sophistication.

v Analytical ability, critical arguments, assessment, verbal and nonverbal skills give competitive edge over others.

v Listening is a participative act. Do not listen with a desire to contradict. It should be to analyse.

v Express your thoughts in the light of thoughts of others.

Positive Behaviour:

    Initiating

    Clarifying

    Encouraging

    Amplifying

    Sharing information and opinions

    Listening

Negative behaviour:

    Displaying aggression

    Interrupting 

    Attention seeking

    Abrupt Withdrawal

    Blocking 

GD Guide lines:

1.     Formally informal.

2.     Best way is to address the Whole group, instead of an individual.

3.     Do not create sub groups

4.     Strategy: To gain group attention, speak to the person sitting diagonally opposite to you.

5.     Begin speaking to the person who has just finished talking.

6.     Use the opportunity to take the discussion forward.

7.     Do not let opportunity pass through without participating in the discussion.

8.     Make friends to those who have been ignored by other members.

Objective:

ü Getting the group attention first.

ü Make the points most effectively.

ü Language: Formal, simple ,correct spoken English,

ü Not colloquial English, not literary English.

ü Dress: Formal

ü Body Language: Posture should be formal, reflect enthusiasm.

ü Gestures and body movements: Shouldn‘t be threatening, restricting other members.

ü Avoid excessive use of hands.

ü Be natural.

ü Eye contact: with many while speaking

ü Do not sum up or conclude when the group has not reached any conclusion.

ü GD is to assess ability to interact in a group effectively.

Avoidable Common Mistakes:

o   Being too conscious of the observers

o   Talking too much or too little

o   Displaying negative emotions when opinions differ

o   Demonstrating that you are nervous

o   Using inappropriate non-verbal communication

Interview skills: 

Interview is the oral examination of candidates for employment. In this step, the interviewer tries to obtain and synthesize information about the abilities of the interviewee and the requirements of the job.

Purpose of an Interview:

ü To provide information about oneself that is not within resume.

ü To allow the employer to evaluate the skills and personality based on the demands of the position and the organisation.

ü To allow a candidate to gain information about the position and the company.  

Types of interviews

1. Informal: Interviewer knows which questions they want to ask. They might change their mind about questions and carry on a conversation with the candidate. This can be difficult, because you may spend the whole time talking about sports or music. After this interview, you wonder what happened.

 2. Structured: In a structured interview, a list of questions has been prepared based on the job requirements. The same questions are asked of every candidate. The same questions are asked in the same order. Notes are taken

3. Unstructured: This interview can be very stressful if you are not prepared. The interviewer may ask an any type question or two and then wait. You should be prepared with questions of your own and show initiative is asking them.

4. Sequential: You will interview with several people, but with only one at a time. These individuals might be people you will be interacting with during the course of your work. Since they each need to interview you, treat each one as a separate interview. You may have to answer the same questions over and over.

5. Panel: This is also called a group interview. The panel or group is made up of people you would be working with. It can be as few as two people or up to as many as nine people. They have a list of prepared questions and will usually take turns asking the questions.

6. Telephone

•         To reduce the costs of interviewing many companies now do a pre-screening by e-mail or over the telephone.

Your task: Be prepared. Have all information next to you.

•         Eliminate background noises.

•         Be professional.

•         Stand while you talk. Your voice will sound stronger and more confident.

7. Behavioural: You will be asked about real-life situations. They are looking at how you respond in given situations.

8. Face-to-face interviews: This may be one-to-one between you and the interviewer, or you may sometimes find that there are two interviewers, such as a functional specialist and a member of the resourcing or HR team.

9. Competency/criteria based interviews: These are structured to reflect the competencies or qualities that an employer is seeking for a particular job, which will usually have been detailed in the job specification or advert. The interviewer is looking for evidence of your skills and may ask such things as: ‘Give an example of a time you worked as part of a team to achieve a common goal.’

10. The non directive interview: the recruiter asks questions as they come to mind .there is no specific format to be followed .the question can take any direction.

11. The situational interviews: one variation of the structured interview is known as the situational interview, in this approach the applicant is confronted with a imaginary incident and asked how he or she would respond to it.

12. Stress interview: the interviewer attempts to find how applicant would responds to aggressive, embarrassing, rude and insulting questions.

Interview preparation:

§  Candidate‘s SWOT analysis.

§  Knowing the Position.

§  Organisation‘s SWOT analysis.

Interview questions:

1.     Education and domain knowledge

2.     Work Experience

3.     Career Goals

4.     Personal Qualities

5.     Knowledge of the company & Industry 

6.     General awareness

7.     Application of concept in real-life problem  

Interview Process:

1.     Warm-Up Phase

2.     Question-and Answer Stage

3.     The Close

 I. The Warm-Up Phase:

·        First impressions

·        Body language

Of the three stages, the warm-up is the most important; even though it may account for only a small fraction of the time a candidate spend in the interview. Psychologists say that 50 per cent of an interviewer's decision is made within the first 30 to 60 seconds, and another 25 per cent is made within 15 minutes. If the get off to a bad start, it's extremely difficult to turn the interview around.

Body language is important at this point. Because they won't have time to say much in the first minute or two, they must sell themselves nonverbally. Begin by using the interviewer's name if they are sure they can pronounce it correctly. If the interviewer extends a hand, respond with a firm but gentle handshake, and wait until they are asked to be seated. Let the interviewer start the discussion, and listen for cues that tell them what he or she is interested in knowing about them as a potential employee.

II. Questions and Answers:

·        Answering Questions

·        Asking Questions

·        Listening  to the Interviewer

·        Dealing with Personal Questions

          Questions and answers will consume the greatest part of the interview. The interviewer will ask the candidate about their qualifications and discuss many of the points mentioned in their résumé. They will also be asking questions of their own.

          Let the interviewer lead the conversation, and never answer a question before he or she has finished asking it. Tailor the answers to make a favourable impression

 III. The Close of the Interview:

·        Concluding Gracefully

·        Discussing Salary

·        Reviewing Notes

           Like the opening, the end of the interview is more important than its duration would indicate. In the last few minutes, candidates need to evaluate how well they've done. They also need to correct any misconceptions the interviewer might have.

          He or she may ask if they have any more questions, sum up the discussion, change position, or indicate with a gesture that the interview is over. When they get the signal, respond promptly, without rushing. Thanking the interviewer for the opportunity and expressing an interest in the organization. 

END

 

MODULE-5

IMPACT OF TECHNOLOGICAL ADVANCEMENT ON BUSINESS

COMMUNICATION

Everything has both a positive and negative impact, and the impact of technology on the communication process also comes as mixed baggage.

Networks

Networking allows users to communicate through traditional voice and video in a secure system.

Network applications

1.     Networking is the backbone of modern technology.

2.     Networking also allows collaboration on reports, programming and other document production.

3.     Customer Interaction

4.     Support Options:- companies can provide customers with a Frequently Asked Questions (FAQs)

Technology enabled Communication -Communication networks:

1.     E-MAIL

2.     INTRANET

3.     INTERNET

4.     SMS

5.     TELECONFERENCING

6.     VIDEOCONFERENCING

Intranet: 

 An intranet is a private computer network that uses Internet protocols; network Connectivity to securely share part of an organization's information or operations with its employees. The same concepts and technologies of the Internet such as clients and servers running on the Internet protocol suite are used to build an intranet. 

Intranets connect anywhere from dozens to thousands of people.

They often have their own physical infrastructure, separate from the Internet.

Advantages:

§  Intranets serve an organization’s digital communications needs.

§  They provide a secure space for storing, accessing and developing electronic materials.

§  Using intranets to replace older business solutions can produce big gains in efficiency by speeding up workflows and reducing errors.

§  Some specific intranet applications include network folders where multiple employees can access the same files, offline websites that can be tested for functionality.

§  Workforce productivity improves.

§  Connectivity with other systems.

§  Increases collaboration and coordination.

§  Cost-effective.

§  Can capture and share knowledge. 

Disadvantages:

§  New evolving technology.

§  Lack of security features.

§  May require network upgrades.

Internet: 

Ø Internet is a world-wide/global system of interconnected computer networks.

Ø Internet uses the standard Internet Protocol (TCP/IP)

Ø Every computer in internet is identified by a unique IP address.

Ø IP Address is a unique set of numbers (such as 110.22.33.114) which identifies a Computer location.

Ø A special computer DNS (Domain Name Server) is used to give name to the IP Address so that user can locate a computer by a name.

Ø Internet is accessible to every user all over the world.

Ø Email:- Any company that does business online has an email address for customers to use

Ø Customer Interaction

Ø Support Options: - answering customer questions helps indicate to customers that the company values their questions and comments.

Ø The Personal Touch

Professional Presentation

Similarities in Internet & Intranet:

ü Intranet uses the internet protocols such as TCP/IP and FTP.

ü Intranet sites are accessible via web browser in similar way as websites in internet. But only members of Intranet network can access intranet hosted sites.

ü In Intranet, own instant messengers can be used as similar to yahoo messenger/talk over the internet.

Differences in Internet & Intranet:

    Internet is general to PCs all over the world where Intranet is specific to few PCs.

    Internet is wider access and provides a better access to websites to large population whereas Intranet is restricted.

    Internet is not as safe as Intranet as Intranet can be safely privatized as per the need.

E mails:

        E-mail, short for electronic mail and often abbreviated to e-mail, email or simply mail, is a store and forward method of composing, sending, storing, and receiving messages over electronic communication systems. 

ü It requires a computer, a telephone line and a modem.

ü The connection is given by ISP.

ü Email is widely used as a form of business communication and overall it is a highly effective communication tool.

ü Email is inexpensive, only requiring an Internet connection.

ü Although a printout of emails is possible, emails often stay as soft copies because archiving and retrieving email communications is easy to do.

Function of email

1.     Internal email usage can cover many areas within the business.

2.     Internal emails can function as an effective communication for sharing basic information. (for example. Sending simple messages to an entire workforce with just the click of a mouse is fast, easy, convenient and can save the company money)

3.     The email can function as proof of a message sent or received

4.     It is easily accessible to remind the recipient of pertinent information.

5.     Many businesses use email as part of its marketing efforts to share information with prospects, customers, and vendors.

E-MAIL ETIQUETTE:

·        Use the subject line.

·        Be brief and concise.

·        Keep it personal.

·        Reply quickly.

·        Don‘t over punctuate.

·        Don‘t use all capitals.

·        Read it, out loud, before you send it.

·        Don‘t write when you‘re angry.

·        Keep the symbols to a minimum.

·        Minimize abbreviated phrases.   

Advantages:

§  Eliminates ―telephone tag‘‘.

§  Saves time.

§  Facilitates fast decisions.

§  Is cheap.

§  Provides a written Record.

Disadvantages:

§  It is not confidential.

§  Security Threat.

§  Doesn‘t show emotions.

§  May be ignored or delayed.

SMS:

    The Short Message Service (SMS), often called text messaging, is a means of sending short messages to and from mobile phones.

    SMS was originally defined as part of the GSM series of standards in 1985 as a means of sending messages of up to 160 characters, to and from GSM mobile handsets.

Advantages:

§  It is Less Disturbing While You cans Still Stay in Touch.

§  It is often less time-consuming.

§  Sent to an Offline Mobile Phone.

§  It is also a convenient way for deaf and hearing-impaired people to communicate.

§  You can get reminders.   

Disadvantages:

§  Impersonal in nature.

§  It's strictly for sending text messages.

§  Have to pay for it.

§  It is promoting poor spelling in young people.

§  It may happen received virus SMS from unknown sender.

§  Speed inconsistency.

Teleconferencing:

 In telecommunication, teleconference is the live exchange and mass articulation of information among persons and machines remote from one another but linked by a telecommunications system, usually over the phone line.

Advantages:

• Easy to use.

·        Easily available.

·         Easy to participate from any telephone line in the world.

·        Takes only few minutes to set up a conference call.

·        Costs little.

Disadvantages:

·        Technical failures.

·         Unsatisfactory for complex interpersonal communication.

·        Impersonal, less easy to create an atmosphere of group rapport.

·        Difficulty in determining Participant speaking order. 

Videoconferencing 

 A videoconference (also known as a video teleconference) is a set of interactive telecommunication technologies which allow two or more locations to interact via two-way video and audio transmissions simultaneously.

Advantages:

• Communicating face- to- face.

• It saves the time and cost of travelling.

• It makes discussion more meaningful.

Disadvantages:

• Low resolution and frame rate of the video and the low quality of the audio.

• Eye Contact.

• Appearance Consciousness. 

END BY -Chandana