BUSINESS COMMUNICATION UNIT 2.pptxabchde

Business communication

1. BUSINESS COMMUNICATION UNIT III

2. UNIT III Negotiation skills: need to negotiate, factors affecting negotiation, stages of the negotiation process, negotiation strategies, Communication skills for Interviews and Group Discussions, Business etiquettes: telephone etiquette, business dining, business manners of people of different countries.

3. NEGOTIATION 3

4. “Negotiating is the art of reaching an agreement by resolving differences through creativity”

5. CONDITIONS FOR NEGOTIATION Identifiable parties who are willing to participate.  Interdependence.  Readiness to negotiate.  Means of influence or leverage.  Agreement on some issues and interests.  Will to settle.  Unpredictability of outcome.  A sense of urgency and deadline. 

6. No major psychological barriers to settlement.  Issues must be negotiable.  The people must have the authority to decide.  Willingness to compromise. The agreement must be reasonable and implementable.  External factors favorable to settlement.  Resources to negotiate. 

7. Factors Affecting Negotiation Location of the negotiation environment Formality Work pressures Personal likes and dislikes Mutual obligations Concern for working relationships

8. WHY PARTIES CHOOSE TO NEGOTIATE Gain recognition of either issues or parties; Test the strength of other parties; Obtain information about issues, interests and positions of other parties; Educate all sides about a particular view of an issue or concern; Ventilate emotions about issues or people; Change perceptions; Mobilize public support; Bring about a desired change in a relationship; Develop new procedures for handling problems; Make substantive gains; Solve a problem.

9. PROCESS OF NEGOTIATION 1) Evaluate relative strengths 2) Set the objectives 3) Keep an eye on the other side 4) Decision regarding the style and the scene 5) Setting of the Agenda 6) Pleading your case 7) Timing and Adjournments 8) Arriving at an agreement. 9) Effective Implementation 10) Handling Breakdown

10. Style Outcome Principles Negotiating Strategies

11. Style Style is a continuum between two styles: Quick Deliberate Middle is compromise

12. Quick Style Negotiate in a hurry Use when you won’t negotiate with these people again Get the best deal without regard to the other side’s “win”

13. Deliberate Style Use when long term relationship likely Involves cooperation and relationship building to reach agreement Needs much prep, hard work May move in fits and starts

14. Outcomes Realistic Both sides satisfied, win/win situation Usually results from deliberate style Acceptable Likely to result from quick style Something is better than nothing Always ask for a better deal Worst When you’re too stubborn to be flexible Usually from quick style

15. Outcomes Predetermine the outcomes before you start negotiations, you have a better chance of getting a better result “Think carefully, think creatively, and think ahead”

16. Principles There are no rules Establish an agenda Everything is negotiable Ask for a better deal Be creative Learn to say “NO” yourself

17. Negotiation Model Investigate Presentation Bargaining Agreement

18. Presentation Prepare other side’s case Present the reasons for your side better Planning sheet Issues involved Realistic, possible, worst

19. “The” Presentation Creative title Reduce to “must know” items Keywords Mini-speeches around keywords Visuals Don’t give concessions just to keep things going Make note of concerns and keep going

20. Investigate What do you want? What does the other side need? Decide on style What are the consequences of each choice.

21. Bargaining When in doubt, ask questions! Open questions Reflective questions Tactics

22. Tactics Use Walk out Don’t use Emotional outburst Argue special case Pretend ignorance Play for time Nibble and retreat “You go first” Bad environment Defer to higher authority Not willing to make any changes Silence Good guy/bad buy

23. Agreement Arrangements should be neutral and comfortable Pay attention to what others say Screen out all visual distractions Ask open ended questions Listen to responses Proactive vs. reactive behavior

24. A Good Negotiator Is.. Creative Versatile Motivated Has the ability to walk away

25. HONDA UNREST- LIVE CASELET FACTS OF THE CASE JANUARY 17, 2005 -A Honda official kicks a worker MAY 26, 2005 - AITUC leader Gurudas Dasgupta complains to Haryana CM MAY 30, 2005- Workers get union registered. Company dismisses 4 union office- bearers and suspends over two-dozen workers. JUNE 27, 2005- Dasgupta meets the PM of India after writing to him .Same day all workers stopped from entering company premises. JULY 6, 2005- Unofficial lockout. Company willing to allow workers in if they sign undertaking. JULY 21, 2005- Unions asked why workers not allowed in despite giving undertaking. JULY 25, 2005 11 A.M. - About 3000 marching workers clash with police ,Deputy Superintendent of police beaten up. 1.30 P.M . -Workers told by police to go to mini-secretariat at Gurgaon to submit memorandum. 2.30 P.M . -Workers assemble there, over 500 policemen surround them and beat them up.

26. Communication skills for Group Discussions

27. Definition of Group Discussion Group Discussion is a modern method of assessing students personality. It is both a technique and an art and a comprehensive tool to judge the worthiness of the student and his appropriateness for the job.

28. Group Discussion The term suggests a discussion among a group of persons. The group will have 8 & 12 members who will express their views freely, frankly in a friendly manner, on a topic of current issue. Within a time limit of 20 to 30 minutes,the abilities of the members of the group is measured.

29. Prerequisites of a Group Discussion Topics given by panelists Planning and preparation Knowledge with self-confidence Communication skills/ power of speech Presentation Body Language and personal appearance Being calm and cool

30. Prerequisites of a Group Discussion Extensive knowledge base related to state, country and globe. Areas are politics, sports, science &trade commerce, Industry and Technology, MNC, etc. Analyze the social, economical issues logistically Listening skills Co-operation.

31. Benefits in Group discussion Stimulation of thinking in a new way. Expansion of knowledge Understanding of your strength and weakness. Your true personality is revealed and qualities of leadership crystallize

32. Benefits of group discussion provides chance to Expose Language skills Academic knowledge Leadership skills people handling skills Team work General knowledge.

33. Salient features of G.D Topic may be given to judge your public speaking talent. Discussion revolves around a specific subject. The examiner does not interfere once he announced the topic. Maintain cordiality and free expression of thought and opinion.

34. Purpose and objective of Group Discussion Solving problem Building Consensus Assessment of candidates Leadership qualities and communication skill

35. Personality traits assessed in GD Team spirit Leadership Reasoning ability Flexibility Assertiveness Initiative Creativity Listening and empathy Awareness

36. Do`s in group discussion Appropriate to the issue . Make original points & support them by substantial reasoning . Listen to the other participants actively &carefully. Whatever you say must be with a logical flow,&validate it with an example as far as possible. Make only accurate statements.

37. Modulate the volume, pitch and tone. Be considerate to the feelings of the others. Try to get your turn. Be an active and dynamic participant by listening. Talk with confidence and self-assurance.

38. Don’ts during group discussion Being shy /nervous / keeping isolated from G.D Interrupting another participant before his arguments are over Speak in favour ; example:Establish your position and stand by it stubbornly Changed opinions Don’t make fun of any participant even if his arguments are funny.

39. Don’t engage yourself in sub-group conversation. Don’t repeat and use irrelevant materials. Addressing yourself to the examiner. Worrying about making some grammatical mistakes,for your interest the matter you put across are important.

40. Important points in group discussion Be assertive: An assertive person is direct , honest careful about not hurting others ‘self-respect’. A patient listener: listening to another person is one way of showing appreciation. Right language : Words can make friends & right words at the right time make the best results. Be analytical and fact-oriented : It is necessary to make relevant points which can be supported with facts and analyzed logically.

41. Accept criticism If any member of the group criticizes or disapproves a point, it is unwise to get upset or react sharply. In case the criticism is flimsy,the same can be pointed out politely. Maximize participation ; one must try to contribute fully, vigorously & steadily throughout the discussion. Show leadership ability: A group discussion also evaluates your leadership qualities.

42. Accept someone's point of view Praise the argument Example: Remedial English communication is necessary for college students because they fail in communication skill test. Status of literacy of women , is increased from 30% to 70% when compared to past years, in employment sectors organized ,in the IT & ITES field.

43. Accept the contradicts view Express your argument with few facts, cases, %, Newspapers publications etc. Express without hurting others feelings.

44. Suggestions Never try to bluff. Practice group discussion with friends on different subjects. Remember !speech is a powerful weapon.

45. Communication skills for interviews The word interview may be defined as a conversation between two parties that is structured and prepared to achieve a purpose involving the exchange of information

46. Types of Interviews Employment Interviews Orientation Interviews Counselling Interviews Performance appraisal interviews Grievance Interviews Correctional Interviews Exit Interviews Information Gathering Interviews

47. Staging and conducting effective interviews Planning the interview Content Resume Strategy Environment Timing of Interview Seating Arrangement

48. Conducting the Interview Opening of Interview Building positive relationship Explain the purpose of Interview A word about the type of questions to be asked

49. How to Handle an Interview Be positive, and confident (if you can!) but not over-confident. Be well-informed about the company, its record and achievements, about the job and why you want it. Have questions ready to ask about the company and the job. If you are not accepted, some employers may be kind enough to look at your interview notes, and explain to you how you could improve your CV and interview technique. Ask - you can only be refused, and it shows you are prepared to develop and learn; they may make a note about you for future reference.

50. Some General Job Interview Tips Do not smoke, chew gum, or eat garlic beforehand. Wear suitable interview clothes. Take copies of your CV with you. Arrive on time for your job interview. Any applications handed before the interview begins, are to be filled in as accurately as possible, make sure they match the information in your CV and Cover Letter.

51. Always greet the interviewer by his/her last name and try to pronounce it correctly. Have a good firm handshake. Look alert and interested. Scan the room once and then keep your eyes on the interviewer. Wait until you are offered a chair before you sit down. Stress your achievements. Always conduct yourself professionally and if something beyond your control occurs, show a sense of humor. Be enthusiastic and show it in your replies and body language. Answer the interview question by more than a simple yes or no but try not to go over the 60 second limit. Avoid at all cost complaining about your current or former employer in your job interview. Do not answer questions about politics or religion if the job is completely unrelated.

52. Stress interview: the recruiter attempts to find how applicants would respond to Aggressive, embarrassing, rude and insulting (at times) questions

53. Interviewing Mistakes Snap judgements: deciding the applicant's suitability quickly based on the early impression Leniency: the tendency to rate employee high or excellent on all criteria Stereotyping: attributing characteristics to individuals based on their inclusion or membership in a particular group Bias: allowing the ratings to be influence by the personal likes and dislikes Halo effect: a single important trait of a candidate affects the judgement of the rater ( like “athletes make good sales people”) Candidateorder error: the order in which a rater interviews candidates could influence ratings sometimes

54. Tricky Interview Questions Why should we hire you? Why do you want to work here? What are your greatest weaknesses? Why did you leave your last job? Describe a problem situation and how you solved it What accomplishment are you most proud of? Tell me about yourself.

55. BUSINESS ETIQUETTES Etiquette is a code of behavior that influences expectations for social behavior according to contemporary conventional norms within a society, social class, or group.

56. Etiquettes are dependent on culture. General business etiquettes: Confident self introduction. Pass credit to people who made a contribution. Avoid badmouthing your organization. Rules for written communication in business: Do not type in all CAPS. Do not use SMS language. Rules for international business: Consider languages, time zone, working schedule, holidays, food, tradition and customs.

57. Objectives of Business Etiquettes To overcome the barrier of misunderstanding To be considerate to other persons’ rights and feelings To influence the other person To build better and conducive environment To be sensitive to other person’s feelings and emotions To present polished behaviour to others

58. Telephone Etiquettes

59. The following are some of the places and events where cell phones should be switched off or the ring tone muted. - In hospitals, restaurants and shopping centres - At checkouts, cinemas and theatres - Train stations, bus stops and air ports - Doctors’ surgeries, churches and conventions - Waiting rooms, libraries and lecture rooms - At christenings, weddings and funerals

60. Before ringing the phone, decide the message Keep the message structured and short Say “Good Morning”, ‘good afternoon’, ‘hello’ before introducing yourself Speak in polite, pleasant and positive manner Never speak too lowly or loudly Stay calm & controlld under pressure or testing situation Listen. Do not interrupt a caller or become impatient. Speak slowly and pronounce words clearly.

61. Answer calls and return missed calls within 24 hours. Place a call on hold, if necessary, rather than leaving a phone with an open line.

62. Business Lunch/ Dinner Etiquettes

63. Carry your guest to the restaurant that cater his or her tastes and preferences Present the menu card to the guest and ask about his preferences Switch your mobile off Always eat slower than your guest Attend the guest till meal arrives Better to keep quiet while eating Serve the guest by puting meal in his or her plate Do not drink or eat too much

64. BUSINESS MANNERS OF PEOPLE OF DIFFERENT CULTURES

65. We are in an era where there are no distance barriers and the world is transformed into a Global village. Managers need to transact with their counterparts across regions and different cultural groups. There arises a growing need to be aware of the multi culture environment within which the business transactions take place.

66. Cultural differences in International business Social customs Style of dress Gender roles Religion and values Concept of time Fate and personal responsibility Face and face saving Non verbal communication