UNIT II

COMMUNICATION NETWORKING

Group Communication – Seminar, Conferences etc..
Public Relations- Face to face conversations.
Meetings and Greetings-First Names, handshakes.

4.Introduction – How to introduce, When not to introduce.

Some polite expressions -Remarks/ Apologies/agreements/disagreements.
Etiquette and manners.

What is communication network?

It is the route through which communication flows from the communicator to the receiver is called communication network .A number of such networks exist in any organisation.

Three types of networks are shown below:

COMMUNICATION NETWORK

WHEEL NETWORK CIRCULAR NETWORK FREE FLOW NETWORK

I) In the wheel network, four persons can communicate cate with only a central fifthperson

2) In the circular Network, each person can communicate with his , two neighbours only.

3) In the Free-flow or all channel communication network, every person is allowed to

communicate with others.

1) Group Communication

Group communication refers to the interactions among individuals in communal settings, and it may involve the exchange of verbal and nonverbal communication. Group communication is generally as effective as those involved make it. A group that is organized and gives group members equal opportunities to express opinions and convey ideas is significantly more productive than a group that contains distracted individuals or put some participants at a disadvantage.

Group communication is a mode of communication in an organization, between employers and employees, and employees in teams/groups. Group communication can further be looked from an marketing perspective as communicating to a group of people or target customers in order to market a product.

Small group communications can be looked at as groups of size 3 to 20. And larger groups looked can be of sizes 100 to 200 in size. Group communication can be effective, when there is a specific purpose to the communication, a proper means of communication, and content of the communication suitable to the target audience, and a proper communicator who can drive the initiative and process.

— Members of an organization communicate in groups to achieve any of the purposes listed below:

— to share and exchange information and ideas

— to collect information or feedback on any project/policy/scheme

— to arrive at a decision on important matters

— to solve a problem which is of concern to the organization as a whole

— to discuss the issues related to a particular topic in relation to the group itself or for the benefit of a larger audience

— to elaborate upon any work undertaken or research done in order to obtain feedback.

Depending upon the purpose and structure, group communication takes various names, such as
— meeting,
— seminar,
— group discussion,
— symposium,
— panel discussion,
— conference,
— convention, etc.

Though all these forms fall under the category of group communication, they differ slightly in terms of their purpose, structure, characteristics, and procedure (Table). All these forms of group communication are oral. They require effective oral communication skills, which would enable the members to present and discuss the matter and also to persuade and convince the other members of the group.

TIPS FOR SUCCESS IN GROUP DISCUSSIONS

—

Be thorough with current issues.

— Always enter the room with a piece of paper and a pen.

— Listen to the topic carefully.

— Jot down as many ideas as you can in the first few minutes.
— Try to dissect the topic and go into the underlying causes or consequences.
— Organize your ideas before speaking.
— Speak first only if you have something sensible to say. Speaking first is a high-risk, high-return strategy
— Try to contribute meaningfully and substantially every time you speak.
— Don’t speak just for the sake of saying something.
— Identify your supporters and opponents and allow your supporters to augment your ideas.
— Keep track of time and share time fairly.
— Have an open mind and listen to others’ views.
— Maintain eye contact while speaking and listening.
— Do not indulge in parallel conversations.
— Use tact, humour, and wit.

— Display a spirit of cooperation and an accommodative nature.

— Draw out the silent members and encourage them to speak.
— If things get chaotic, take the initiative to restore order by providing a fresh direction to the discussion.
— Attempt to arrive at a consensus though your ultimate aim is to reach a conclusion.
— Within the specified time, your group may not be able to arrive at a consensus.
— But working towards consensus will reveal your capability and inclination towards being a good team player.

Group Communication Process:

Members __ Anything that interferes with or inhibits communication

Messages __ Ideas, information, opinions, feelings

Channels __ Media used to share messages

Feedback __ Recognized and accepted as belonging to a group

Context __ Response or reaction to a message

Noise __ The physical and psychological environment

BASIC TYPES OF GROUPS

l Primary Groups

l Social Groups

l Self-Help Groups

l Learning Groups

l Service Groups

l Civic Groups

l Work Groups

l Public Groups

SEMINAR

WHAT IS A SEMINAR?

MEANING:

A seminar is a group meeting led by an expert that focuses on a specific topic or discipline, such as business, job searches or a university field such as literature. Seminars typically take place over the course of a few days and involve cooperative discussion, multiple speakers and opportunities to share perspectives and issues related to the topic. Attending a seminar has numerous benefits, including improving communication skills, gaining expert knowledge, networking with others and renewing motivation and confidence.

DEFENATION:

A seminar may be defined as a gathering of people for the purpose of discussing a stated topic. Such gatherings are usually interactive sessions where the participants engage in discussions about the delineated topic. The sessions are usually headed or led by one or two presenters who serve to steer the discussion along the desired path.

PURPOSE OF A SEMINAR

A seminar may have several purposes or just one purpose. For instance, a seminar may be for the purpose of education, such as a lecture, where the participants engage in the discussion of an academic subject for the aim of gaining a better insight into the subject. Other forms of educational seminars might be held to impart some skills or knowledge to the participants. Examples of such seminars include personal finance, web marketing, real estate, investing or other types of seminars where the participants gain knowledge or tips about the topic of discussion.

Of course, a seminar can be motivational, in which case the purpose is usually to inspire the attendees to become better people, or to work towards implementing the skills they might have learned from the seminar. For instance, a business seminar with a financial theme could be for the purpose of teaching small business owners how to pitch to investors or to write a solid business plan, and to motivate them to get started right away.

Sometimes, seminars are simply a way for businessmen and women, or other like-minded people, to network and meet other attendees with similar interests. Such seminars provide opportunities for the attendees to make some potentially valuable contacts that can help them move to the next level in their careers or endeavors.

A trade seminar brings a wide cross-section of the community together, such as government officials, businessmen and women and the general public. Such seminars often consist of workshops and the presentation of white papers. They are usually held for the purpose of networking with various vendors and making new connections.

PLANNING A SEMINAR

The first step towards planning an effective seminar is to determine what the purpose of the seminar will be.
Think about the target audience who will participate and what they stand to gain from attending the seminar.
Every seminar must have an agenda, so determine what the agenda will be.
Set a budget for the seminar and work within this budget, and don’t get too carried away with the selection of venue and other considerations that could potentially cost money.

TYPES OF SEMINARS

Live Seminars

Live seminars are presentations in various areas of practice with actual presenters following a published schedule. Live seminars provide opportunities for interaction with the faculty members considered experts in the subject area, and time for Q & A is generally built into the seminar schedule. Live seminars are most often conducted at the Phoenix Convention Center in downtown Phoenix.

Video Replay

A video replay is a scheduled replay of a live presentation. For each scheduled replay there is a live moderator that is present for part of or the entire seminar to make the replay eligible for interactive CLE credit.

Live Webcast

Live webcasts are presentations in various areas of practice with actual presenters in a live studio setting. Attendees participate via a web portal on their computer. These seminars are presented live at the scheduled time, and provide an opportunity through a link to submit questions to the presenter/s. CLE West webcasts are usually 5-7 hours in length and are a great way to get your CLE credits without having to leave your desk.

Before you participate in a webcast, it is important that you make sure you have the proper software and hardware requirements.

Webinar

Live webinars are presentations in various areas of practice with actual presenters in a live studio setting that are offered online only. Attendees participate via a web portal on their computer. These seminars are presented live at the scheduled time, and provide an opportunity through a link to submit questions to the presenter/s. CLE West webcasts are usually 1-3 hours in length and are a great way to get your CLE credits without having to leave your desk.

Before you participate in a webinar, it is important that you make sure you have the proper software and hardware requirements.

On Demand

On-demand seminars are recorded presentations of live webcasts, webinars, and seminars that you can watch at your leisure. Resource materials typically accompany these programs. On-demand seminars do have viewing expiration dates, so be sure to take not of the date of purchase of any on-demand program. The State Bar of Arizona does grant interactive CLE credit for on-demand programs and Arizona attorneys may earn up to 15 credits per reporting period by viewing on-demand seminars, as defined by the MCLE rules and regulations.

CONFERENCES

MEANING AND DEFINATION:

— A conference also is a type of business meeting. The level of formality of a meeting varies according to its size and purpose. When one or two people gather in an office to discuss a project, the meeting style will be much less formal than when 30—40 people assemble to learn about a new government ruling.

— In general, the level of formality increases with the size of the group. However, the level of formality also is an indication of the objective and climate of the meetings. When a serious matter is being discussed by a small group, the meeting will be very formal. In a large meeting, called to announce record profits and thank all the employees, the atmosphere would be fairly informal.

— The purpose of a conference is to confer with people having similar interests and to pool their resources, i.e., experiences and opinions. In this collaborative thinking process, discussion generally results in a set of suggestions or recommendations on the topic/theme of the conference. The number of participants is greater and the spectrum of subject matter wider than those of a seminar or symposium. There may be a wide range of activities such as formal lectures, exhibitions, and audio-visual presentations organized on the occasion of a conference.

SIGNIFICANCE

— Conferences play a significant role in developing an analytical and questioning attitude among the participants.

— The participants in a conference make an attempt to define the issue and to ascertain its depth, scope, and related critical factors. They discuss all the factors

— and offer suggestions at the end of their deliberations.

— Since all the speakers are experts in their field, they suggest alternative solutions, which lead to the best decision.

— Conferences have educational value in business and also in other fields where negotiation, collaboration, and collective thinking are essential. A corporate manager who participates in or leads a conference can develop his ability not only to define, analyse, and discuss a problem, but also to arrive at various solutions and take apt and sound decisions.

— Within organizations, conferences are held to give training to employees.

— Conferences can also be used for modifying attitudes, opinions, and feelings of participants.

— A conference within a business organization can provide necessary information on the policies, procedures, customs, traditions, and objectives of the organization to the conferees.

— New employees can share the practical knowledge and experience of seniors and superiors through conferences.

— The management can use conference tactfully to correct mistakes and misunderstandings among groups though not to warn or reprimand the individual participants.

— An employee who attends an in-house conference starts thinking in terms of the company as a whole. In a well-planned conference the employee observes that information is collected, facts are assembled and studied, problems are defined and analysed, all the advantages and disadvantages of the alternative solutions are discussed, and then attempts are made to arrive at the best decision. This demonstration of the problem-solving approach is bound to have a positive effect on the employee who attends the conference. His participation in the conference raises his morale and strengthens his confidence. He tends to give more thought to the coordinated activities of the organization.

— Conferences lead employees to think more effectively and more often about the objectives and challenges of the organization as a whole. For example, a weekly conference of the sales department can help salesmen to develop an effective sales strategy for the next month. In addition, the sharing of each other’s views and experiences helps them to improve their performance.

PLANNING AND PREPARATION OF CONFERENCE

— Organizing a conference is a challenging task. It requires meticulous planning and systematic preparation. The following are a few guidelines to help you in conference planning:

— Decide on a broad area and then narrow it down to a specific theme after consulting other members of your organisation.

— After deciding on the conference theme, identify related issues which have adequate scope for deliberations.

— Identify and prepare a list of prospective conferees.

— Decide the date.

— Identify the chief guest and get his consent.

— Work out the topics for various sessions and identify the chairperson, vice chairperson, and lead speaker.

— Prepare a list of invitees.

— Estimate the budget for each session and fix the registration fee.
— the theme of the conference;— name of the sponsor/s, dates;

— Prepare a brochure containing the following details:

— an introduction to the theme and to the host organization;

— related issues on which papers can be presented;
— travel accommodator;— registration form, deadline for submission of abstracts of papers; and address (both postal as well as e-mail) of the conference coordinator.
—
Prepare the format for a covering letter to be sent along with the brochure giving all necessary details.

— Form an organizing committee and an advisory committee.

— Allocate work to individual task groups of the organizing committee so that responsibilities are shared.

— Plan well ahead (at least three months in advance) so as to give adequate time to the conferees to prepare.

— Meet the committee members frequently to learn the latest developments and to share any other information.

— Prepare a conference evaluation form.

— As the convener of the conference it would be your duty to ensure that the required information reaches all the prospective conferees and invitees.

—
After receiving replies from the participants, get the relevant information tabulated, and make necessary arrangements for the following:

— Transport & Accommodation

— Reception & Seating

— Projection facilities

— Identifying volunteers

— Timings and duration of the sessions

— Lunch and tea breaks

— Preparation of a souvenir containing

— Invitations for inaugural and concluding sessions

— Abstracts of all papers to be presented

— Production of required materials to be distributed

— Venue

II. PUBLIC RELATIONS

Public relations (PR) is the practice of managing the spread of information between an individual or an organization (such as a business, government agency, or a nonprofit organization) and the public. Public relations may include an organization or individual gaining exposure to their audiences using topics of public interest and news items that do not require direct payment. This differentiates it from advertising as a form of marketing communications. Public relations is the idea of creating coverage for clients for free, rather than marketing or advertising.

Public relations specialists establish and maintain relationships with an organization’s target audience, the media and other opinion leaders. Common responsibilities include designing communications campaigns, writing news releases and other content for news, working with the press, arranging interviews for company spokespeople, writing speeches for company leaders, acting as organization’s spokesperson, preparing clients for press conferences, media interviews and speeches, writing website and social media content, managing company reputation (crisis management), managing internal communications, and marketing activities like brand awareness and event management Success in the field of public relations requires a deep understanding of the interests and concerns of each of the client’s many publics. The public relations professional must know how to effectively address those concerns using the most powerful tool of the public relations trade, which is publicity.

DEFINITION

According to Edward Bernays, the public relations counsel is the agent working with both modern media of communications and group formations of society in order to provide ideas to the public’s consciousness. Furthermore, he is also concerned with ideologies and courses of actions as well as material goods and services and public utilities and industrial associations and large trade groups for which it secures popular support. In August 1978, the World Assembly of Public Relations Associations defined the field as

“the art and social science of analyzing trends, predicting their consequences, counseling organizational leaders and implementing planned programs of action, which will serve both the organization and the public interest.”

Public Relations Society of America, a professional trade association, defined public relations in 1982 as:

“Public relations helps an organization and its publics adapt mutually to each other.”

In 2011 and 2012, the PRSA developed a crowd-sourced definition:

“Public relations is a strategic communication process that builds mutually beneficial relationships between organizations and their publics.”

Public relations can also be defined as the practice of managing communication between an organization and its publics

FACE-TO-FACE CONVERSATION

Meaning of face-to-face conversation:

Conversation means the informal discussion among the people. When one person discusses his views, opinion to another person and exchanges their views in the presence of both then it is called face to face conversation. It also includes the face-to-face discussion on a particular issue. In this method both the information receiver and sender can exchange their views freely and fairly.

So, face-to-face conversation is an informal discussion through spoken language and words on a particular issue among the people to exchange their views freely and fairly weighs each other.

What is Face to Face Communication

So, “when a small group of people or only two persons involve them in informal talking when they come to face to face, it is called face to face Communication.”

In other word, “when two or more persons talk to each other and see each other physically, it can be termed as face to face Communication. It is one kind of two-way oral communication as both the parties are involved here in conversation.” Business Communication

Hence, all the informal talks that place when people come to face to face are considered as face to face conversations. However, telephone conversation cannot be termed as face to face conversation, though it is an oral communication.

Characteristics of Face to Face Communication

Face to face communication is an informal oral communication technique. It has some unique characteristics that are not found in other communication methods. The important characteristics of face- to- face conversation are discussed below-

Straight Communication: The important feature of Face to face communication is that it is very much direct or straight. The parties involved in Face to face communication exchange message directly without using any media. No other communication technique is as direct as it is.

Informal: Face to face communication is very informal. Under this method the sender and the receiver exchange message freely and openly. No formalities are maintained here.

Mutual Relation: Face to face communication depends on the mutual relationship between the sender and receiver of the message. Nobody can interfere in such type of communication.

No Cost Communication: Face to face communication is a no cost communication in nature as it does not require any instrumental arrangements.

Widely Used: In most of the cases, communication takes place in the form of face to face conversation. Because of its inherent nature, it is widely used in every sphere of life.

Word of Mouth Effect: Another important characteristic ofFace to face communication is that it produces huge word of mouth effect. It helps to spread the negative and positive news about anything of the message.

No Legal Base: Face to face communication or communication does not have any legal acceptability as it is not written. Face to face communication is almost like invisible communication.
Spread of Rumor: Face to face communication often helps to spread rumor that may create negative image of the organization.

Effect of Facial Expression: Another important characteristic of Face to face communication or communication is that here the facial expression of the sender and the receiver has immense effect of the entire communication or conversation process.

Instant Feedback: An important nature of face to face communication is that it produces instant and quick feedback.

From the above discussion we find that Face to face communication is an important mode of communication.

Advantages of face-to-face conversation:

In modern society, with the rapid development of technology, people have more choices ways to communicate each other such as face-to-face, letters, emails or telephones. However, I believe that face-to-face communication is much better than other types of communication, such as a letter, email or telephone calls. The advantages of face-to-face communication are described as below:

Responses immediately: When people communicate each other in person, they can get a response immediately without misunderstanding. During the conversation, people can not only hear a response from others, also see how they are feeling; people can guest what will take place next, how the conversation is about, which is very important to have a successful talk.

Express of feelings: Using face-to-face communication helps people express their feelings, ideas much better. Instead of using words only when people choose letters, emails or phone forcommunication, people can use eye contact, verbal language in order to show their opinions. Scientists show that more than seventy percent people use body or verbal language in communicating; thus, it’s very important for people use actions to express views.

Suitable for respect: Face-to-face communication enjoys yet another distracts advantage, the message being communicated also gets the assistance of facial expressions and gestures

Suitable for discussion: Face-to-face communication is particularly suitable for discussion, for there is immediate feedback from the listener. Face-to-face communication provides the speaker with a much better opportunity for adjustment. A twist of the lips, a frown on the forehead, a contraction of the facial muscles point out that the message is not welcomed, then changes of tone or sympathetically looking is to be needed. These adjustments are possible only in face-to-face communication.

Conversation to learn: We learn a great deal via conversation, including conversations with ourselves. We learn highly valuable life lessons.

Conversation to coordinate: Coordinating our action in ways that are mutually beneficial. Anytime we negotiate one favor for another, we use conversation to reach an agreement to transact.

Collaborate: Coordination of action assumes relatively clear goals, but many times social interaction involves the negotiation of goals. Conversation is a requisite for agreeing on goals, as well as for agreeing upon and coordinating our actions.

Disadvantages of face-to-face conversation:

The limitations of face-to-face communication are given below:

Difficult to practice in large-sized organization: Face-to-face communication is extremely difficult to practice in large-sized organizations, particularly if their various units or departments are situated at different places.

Not effective in large gatherings: It is very difficult to get a message across to large gatherings. Even though the speaker is addressing them face-to-face, the vital personal touch is missing. In the absence of a satisfactory feedback, his speech lapse into a monologue.

Ineffective if the listener is not attentive: A limitation which the face-to-face communication shares with oral communication is that its effectiveness is closely linked with the listener’s attentiveness. Since human beings can listen to grasp the message faster than the speed at which they are delivered, they will easily get delivered thus making communication ineffective.

MEETINGS AND GREETINGS

GREETINGS

something that is said or done to show people that you are happy to meet or see them
a message that expresses good wishes to someone

a salutation at meeting
an expression of good wishes

General greetings (Formal)

These greetings can be used in any formal situation, such as a business meeting or meeting someone’s parents, and they can also be used in informal situations as well.

Hello
How are you? or How’re you?
How are you doing? or How ya doin’?

This is different than “What are you doing.” “How are you doing?” means “How are you?” whereas “What are you doing?” is asking what action you are currently doing.

How is everything?
How’s everything going?

Greeting a person you haven’t seen for a long time (Formal)

It has been a long time.
It’s been too long.
What have you been up to all these years?
It’s always a pleasure to see you.
How long has it been?
What’s new?

Greeting a person you haven’t seen for a long time (Informal)

Long time no see.

This is the most common.

Where have you been hiding?

This is a playful way of greeting someone.

It’s been ages (since I’ve seen you).
How’ve you been?

Saying Goodbye!

Goodbye!
Farewell!
Have a good day!
Take care!
Bye!
Bye bye!
See you soon!
Later!
See you later!
Talk to you later!
Catch you later!
Ciao!
See you tonight!
It was great to catch up!
It’s been lovely to see you.
See you!

CHARACTERISTICS OF A GREETING.

First 10 seconds – Studies have shown that the first 10 seconds once customers enter the store can be a deciding factor if they will continue shopping at your store or step out in the next 10 seconds. Customers want to be acknowledged and greeted within the first 10 seconds. When customers are ignored, there’s a high probability that they will take their business to a competitor where they will be attended to immediately.

Eye Contact – Employees who greet customers while doing something might as well not do it. This is a very disrespectful behavior. Unless you’re assisting another customer, drop what you are doing, look the customer in the eye, and greet the customer.

Smile – A smile with a greeting may work in some extent, but a greeting without a smile only sends a message to your customers that it’s just a requirement. But a greeting with a smile is a prefect pair. However, you have to be careful because, believe it or not, customers can see through fake greetings and smiles. It’s no brainer that greetings and smiles are fueled by our emotions. The same emotions are felt by the recipient.

Use their name – People love to hear their names mentioned in businesses establishments. This doesn’t just make them feel special, but it also gives them a sense of “belonging”. Make an effort to note down customer names and their usual purchases. By doing so, your customers will feel that you care enough and value them to know something about them. Greeting customers by name develops a more personal store-customer relationship. If you do not know the name of the customer yet or forgot it, you can get away from it for now, but make the customer feel that you recognize him/her by saying something like, “Hi, it’s nice to see you again.” or “Hi, welcome back.”

Personalize – Don’t use the same canned greeting for each customer. Be observant. Use any visual, verbal, or olfactory cues from the customer to personalize your greeting. A customer who steps in your store who looks tired, panting, and sweaty will not appreciate a simple, “Good day, how can I help you?” It’s quite obvious that this customer is not having a good day and is feeling uncomfortable. A better greeting would be, “It’s indeed hot outside. Would you want to take a seat for a moment and a glass of water?” This skill is may be difficult to attain, but with enough experience and proper training, it can become 2^ndnature.

Introduce yourself – Though not a necessity especially if employees wear name tags, it never hurts for employees to introduce themselves especially for new customers. This further makes the conversation more personal.

Give space – Never go past the personal space of the customer. This will make them Uncomfortable. Stop when you’re at least three feet away from the customer.

Be genuine and Sincere – Being genuine and sincere when you greet customers can either positively enhance the customer’s experience or turn them off. Being genuine and sincere is what makes a greeting warm and heartfelt. Just like fake smiles and greetings, customers can also feel if you are genuine and sincere with your greeting. This is a decision. This is either a Yes or No. It is either you’re genuine and sincere or not. There’s no in between.

When customers perceive your store have a friendly environment that makes them feel special, important, valued, and gives them a sense of belonging, expect these customers always wanting to come back to your store.

Successful Meeting and Greeting –

Ten Strategies for Getting Off to a Good Start

A day in the life of every businessperson is made up of a series of meetings and greetings. Whether you are making the initial contact with a client or a colleague, you want to get off on the right foot. Doing so will make the first encounter and subsequent ones go smoothly and easily. Getting off on the wrong foot can make for a ” difficult recovery. Save your -energy for later and use these simple strategies for a successful start

Stand up when you meet someone.

This allows you to engage the person on an equal level -eye to eye. By remaining seated, you send a message that you don’t think the other person is import warrant the effort it takes to stand. If you find yourself in a position where stand up (such as being trapped behind a potted plant) offer an apology and an explanation. You might say something like, “Please excuse me for not getting up. I can’t seem to get around the foliage.”

Smile.

Your facial expression says more than your words. Look as if you are pleased to meet the other person regardless of what is on your mind. Put a-smile on. your face for the person standing before you.

Make eye contact.

Looking at the people you meet says you are focused and interested in them. If you are, staring off somewhere else, you may appear to be looking for someone more to your liking to come along.

Introduce yourself immediately.

As soon as you approach people you don’t know or are approached by them, say who you are. Don’t stand around as if someone else is in charge of introductions.

Include a statement about who you are when necessary.

It is not always enough to say, “Hello, I’m Mary Jones.” Give more information. “Hello, I’m Mary Jones. I work for XYZ Corporation.”

Offer a firm handshake.

Extend your hand as you give your greeting. The person who puts a hand out first comes across as confident and at ease. Make sure that-this physical part of your greeting is professional: Don’t offer bone-crushing grips or wimpy limp-wristed shakes. If you are confuted about men and women shaking hands, don’t. be. There once was. a time when women didn’t shake hands with men. We are past that. Everyone in business shakes hands with everyone else.

Learn how to make smooth introductions.

In business you always introduce less important people to more important people. The way to do this is to say the name of the more important person first, followed by the words “I’d like to introduce…” and then give the other person’s name. Be sure to add something about each person so they will know why they are being introduced and will have some information with which to start a conversation.

Know who the more important person is.

The client or the business prospect is more important than your boss. Just hope your boss agrees.

Pay attention to names when you meet people.

It is all too common to be thinking about. what you are going to say next and not focus on the other person: If you concentrate-and repeat the name as soon as you hear it, you stand a better chance of remembering it later.

Use first names of people whom you have just met only after they give you permission.

Not everyone wants to be addressed informally on the initial encounter. It is better to errside of formality than to offend the other person right off the bat.

Your goal within the first few minutes of meeting other people is to make them feel comfortable and to put them ease so they will want to do business with you. When you are confident of the rules for those critical initial encounters, you will have a solid start for

long-term profitable relationships.

INTRODUCTION

FACE-TO-FACE CONVERSATION

Meaning of face-to-face conversation:

So, face-to-face conversation is an informal discussion through spoken language and words on a particular issue among the people to exchange their views freely and fairly weighs each other.

What is Face to Face Communication

So, “when a small group of people or only two persons involve them in informal talking when they come to face to face, it is called face to face Communication.”

Characteristics of Face to Face Communication

Straight Communication: The important feature of Face to face communication is that it is very much direct or straight. The parties involved in Face to face communication exchange message directly without using any media. No other communication technique is as direct as it is.

Informal: Face to face communication is very informal. Under this method the sender and the receiver exchange message freely and openly. No formalities are maintained here.

Mutual Relation: Face to face communication depends on the mutual relationship between the sender and receiver of the message. Nobody can interfere in such type of communication.

No Cost Communication: Face to face communication is a no cost communication in nature as it does not require any instrumental arrangements.

Widely Used: In most of the cases, communication takes place in the form of face to face conversation. Because of its inherent nature, it is widely used in every sphere of life.

Word of Mouth Effect: Another important characteristic ofFace to face communication is that it produces huge word of mouth effect. It helps to spread the negative and positive news about anything of the message.

No Legal Base: Face to face communication or communication does not have any legal acceptability as it is not written. Face to face communication is almost like invisible communication.
Spread of Rumor: Face to face communication often helps to spread rumor that may create negative image of the organization.

Effect of Facial Expression: Another important characteristic of Face to face communication or communication is that here the facial expression of the sender and the receiver has immense effect of the entire communication or conversation process.

Instant Feedback: An important nature of face to face communication is that it produces instant and quick feedback.

From the above discussion we find that Face to face communication is an important mode of communication.

Advantages of face-to-face conversation:

Responses immediately: When people communicate each other in person, they can get a response immediately without misunderstanding. During the conversation, people can not only hear a response from others, also see how they are feeling; people can guest what will take place next, how the conversation is about, which is very important to have a successful talk.

Express of feelings: Using face-to-face communication helps people express their feelings, ideas much better. Instead of using words only when people choose letters, emails or phone forcommunication, people can use eye contact, verbal language in order to show their opinions. Scientists show that more than seventy percent people use body or verbal language in communicating; thus, it’s very important for people use actions to express views.

Suitable for respect: Face-to-face communication enjoys yet another distracts advantage, the message being communicated also gets the assistance of facial expressions and gestures

Suitable for discussion: Face-to-face communication is particularly suitable for discussion, for there is immediate feedback from the listener. Face-to-face communication provides the speaker with a much better opportunity for adjustment. A twist of the lips, a frown on the forehead, a contraction of the facial muscles point out that the message is not welcomed, then changes of tone or sympathetically looking is to be needed. These adjustments are possible only in face-to-face communication.

Conversation to learn: We learn a great deal via conversation, including conversations with ourselves. We learn highly valuable life lessons.

Conversation to coordinate: Coordinating our action in ways that are mutually beneficial. Anytime we negotiate one favor for another, we use conversation to reach an agreement to transact.

Collaborate: Coordination of action assumes relatively clear goals, but many times social interaction involves the negotiation of goals. Conversation is a requisite for agreeing on goals, as well as for agreeing upon and coordinating our actions.

Disadvantages of face-to-face conversation:

The limitations of face-to-face communication are given below:

Difficult to practice in large-sized organization: Face-to-face communication is extremely difficult to practice in large-sized organizations, particularly if their various units or departments are situated at different places.

Not effective in large gatherings: It is very difficult to get a message across to large gatherings. Even though the speaker is addressing them face-to-face, the vital personal touch is missing. In the absence of a satisfactory feedback, his speech lapse into a monologue.

Ineffective if the listener is not attentive: A limitation which the face-to-face communication shares with oral communication is that its effectiveness is closely linked with the listener’s attentiveness. Since human beings can listen to grasp the message faster than the speed at which they are delivered, they will easily get delivered thus making communication ineffective.

MEETINGS AND GREETINGS

GREETINGS

something that is said or done to show people that you are happy to meet or see them
a message that expresses good wishes to someone

a salutation at meeting
an expression of good wishes

General greetings (Formal)

These greetings can be used in any formal situation, such as a business meeting or meeting someone’s parents, and they can also be used in informal situations as well.

Hello
How are you? or How’re you?
How are you doing? or How ya doin’?

This is different than “What are you doing.” “How are you doing?” means “How are you?” whereas “What are you doing?” is asking what action you are currently doing.

How is everything?
How’s everything going?

Greeting a person you haven’t seen for a long time (Formal)

It has been a long time.
It’s been too long.
What have you been up to all these years?
It’s always a pleasure to see you.
How long has it been?
What’s new?

Greeting a person you haven’t seen for a long time (Informal)

Long time no see.

This is the most common.

Where have you been hiding?

This is a playful way of greeting someone.

It’s been ages (since I’ve seen you).
How’ve you been?

Saying Goodbye!

Goodbye!
Farewell!
Have a good day!
Take care!
Bye!
Bye bye!
See you soon!
Later!
See you later!
Talk to you later!
Catch you later!
Ciao!
See you tonight!
It was great to catch up!
It’s been lovely to see you.
See you!

CHARACTERISTICS OF A GREETING.

First 10 seconds – Studies have shown that the first 10 seconds once customers enter the store can be a deciding factor if they will continue shopping at your store or step out in the next 10 seconds. Customers want to be acknowledged and greeted within the first 10 seconds. When customers are ignored, there’s a high probability that they will take their business to a competitor where they will be attended to immediately.

Eye Contact – Employees who greet customers while doing something might as well not do it. This is a very disrespectful behavior. Unless you’re assisting another customer, drop what you are doing, look the customer in the eye, and greet the customer.

Smile – A smile with a greeting may work in some extent, but a greeting without a smile only sends a message to your customers that it’s just a requirement. But a greeting with a smile is a prefect pair. However, you have to be careful because, believe it or not, customers can see through fake greetings and smiles. It’s no brainer that greetings and smiles are fueled by our emotions. The same emotions are felt by the recipient.

Use their name – People love to hear their names mentioned in businesses establishments. This doesn’t just make them feel special, but it also gives them a sense of “belonging”. Make an effort to note down customer names and their usual purchases. By doing so, your customers will feel that you care enough and value them to know something about them. Greeting customers by name develops a more personal store-customer relationship. If you do not know the name of the customer yet or forgot it, you can get away from it for now, but make the customer feel that you recognize him/her by saying something like, “Hi, it’s nice to see you again.” or “Hi, welcome back.”

Personalize – Don’t use the same canned greeting for each customer. Be observant. Use any visual, verbal, or olfactory cues from the customer to personalize your greeting. A customer who steps in your store who looks tired, panting, and sweaty will not appreciate a simple, “Good day, how can I help you?” It’s quite obvious that this customer is not having a good day and is feeling uncomfortable. A better greeting would be, “It’s indeed hot outside. Would you want to take a seat for a moment and a glass of water?” This skill is may be difficult to attain, but with enough experience and proper training, it can become 2^ndnature.

Introduce yourself – Though not a necessity especially if employees wear name tags, it never hurts for employees to introduce themselves especially for new customers. This further makes the conversation more personal.

Give space – Never go past the personal space of the customer. This will make them Uncomfortable. Stop when you’re at least three feet away from the customer.

Be genuine and Sincere – Being genuine and sincere when you greet customers can either positively enhance the customer’s experience or turn them off. Being genuine and sincere is what makes a greeting warm and heartfelt. Just like fake smiles and greetings, customers can also feel if you are genuine and sincere with your greeting. This is a decision. This is either a Yes or No. It is either you’re genuine and sincere or not. There’s no in between.

Successful Meeting and Greeting –

Ten Strategies for Getting Off to a Good Start

Stand up when you meet someone.

Smile.

Your facial expression says more than your words. Look as if you are pleased to meet the other person regardless of what is on your mind. Put a-smile on. your face for the person standing before you.

Make eye contact.

Looking at the people you meet says you are focused and interested in them. If you are, staring off somewhere else, you may appear to be looking for someone more to your liking to come along.

Introduce yourself immediately.

As soon as you approach people you don’t know or are approached by them, say who you are. Don’t stand around as if someone else is in charge of introductions.

Include a statement about who you are when necessary.

It is not always enough to say, “Hello, I’m Mary Jones.” Give more information. “Hello, I’m Mary Jones. I work for XYZ Corporation.”

Offer a firm handshake.

Learn how to make smooth introductions.

Know who the more important person is.

The client or the business prospect is more important than your boss. Just hope your boss agrees.

Pay attention to names when you meet people.

Use first names of people whom you have just met only after they give you permission.

Not everyone wants to be addressed informally on the initial encounter. It is better to errside of formality than to offend the other person right off the bat.

long-term profitable relationships.

INTRODUCTION

Method1

Introducing Yourself in Any Social Situation

Make eye contact. Eye contact shows that you’re engaged in the interaction. Eye contact is one way to connect with another human and show that the other person has your attention. When you make eye contact, it shows that you are open and engaged.

If you’re not comfortable looking straight into someone’s eyes, stare at the point between the eyebrows; she won’t notice the difference.
If you’re in a group setting, make periodic eye contact with those around you.

Smile. It is important to keep a genuine, bright smile when you meet a new person. Be genuinely happy to meet someone new and to share a positive experience and it will help create a genuine smile. Including the upper part of your face in your smile creates a more genuine and less fabricated smile.
Use appropriate body language. Your body language should communicate that you are confident and at ease. Stand with your head high and your back straight, being careful not to slouch. Mirror the body language of people around you. Also mirror the pace of speech and tone of speech of those near you to built rapport.
Method2

Introducing Yourself to an Individual
Exchange names. If the introduction is formal, say “Hello, I’m [first name][last name].” If it’s informal, say “Hi, I’m [first name]. Immediately after you’ve stated your name, ask for the other person’s name by saying “What’s your name?” in a pleasant tone. When you learn the other person’s name, repeat it by saying “It’s a pleasure to meet you, Pedro” or “Nice to meet you, Caroline.”
    Offer a handshake or other culturally appropriate greeting. Most cultures have a form of physical contact to accompany a greeting. In the United States, it is often a handshake. Be sure to keep the handshake brief and not to loose (floppy) or firm (bone-breaking).
o    Be aware of cultural differences. For instance, it is considered rude to firmly shake hands in China.

o    It is often appropriate to greet with a hug, especially if you’re meeting a friend of a friend or an in-law. Hugs show more openness than a handshake. Women more often than men may prefer a hug to a handshake.

o    In many cultures, it is culturally appropriate to greet with a kiss. In South America, for instance, all women are greeted with one kiss, and in France, women are greeted with one kiss on each cheek. If you are unsure of the appropriate greeting, follow the other person’s lead or watch how other people greet around you.
Ask questions. It’s important to show interest in the other person. Ask where she is from, what she does for a living, or ask about any common bonds you may have. Ask about what she loves to do and the passions she has in life. Show that you are engaged and interested in what she has to say.

Close the conversation. After you’ve met someone for the first time, you should end the conversation by restating that you enjoyed meeting. If the interaction was formal, say something like “Mrs. Castro, I’m delighted to have met you. I hope we can talk again soon.” If your conversation was informal, you can say “It was great meeting you, Harold. Hope to see you around.”

Method3

Introducing Yourself Before Giving a Speech

Greet the audience and state your name. If you’re giving a speech, it’s important to state your first and last name. As you say hello and give your name, remember to speak clearly and confidently.

Say, “Good morning, I’m Chelle Arnold” or “How is everyone doing today? My name is Lisa Carroll”.

Share some relevant information about yourself. After you provide your name, share why you and the speech are relevant, making sure you provide your credibility. The sort of information you share will depend on the audience and the subject you’ll be talking about. If you’re giving a speech about the importance of eating organic foods, tell people that you’re a scientist, chef, or environmental professional. If you’re giving a speech about child development, be sure to include that you are a child psychologist.

Provide any other relevant information. For instance, you can provide a brief background of your credible experience. “My name is Erica Lafaurie and I am a professor of environmental science at Berkeley. After I conducted my research in the Amazon rainforest, I realized how important it is to share ways to protect this land.”

Communicate effectively. From the very start, make sure your voice is loud enough for everyone to hear you. Avoid mumbling by enunciating your consonants crisply. You can even ask the audience if you are speaking loudly enough for all to hear. People will not be able to understand you or respect what you are sharing if they cannot hear you.

Move your body. Stand with good posture, and move freely while you speak. Stand up tall, move your shoulders back instead of slouching, and keep your hands free, using them to gesture when necessary. If you don’t have to stand behind a podium, then walk around to show the crowd how comfortable you are and to make yourself look less stiff.

Method4

Introducing Yourself at a Professional Event

1. Say your full name. Make sure you provide your full name so that the person can remember your name. You can say, “Hi, my name is Mark Salazar,” or “Hello, I’m Angela Grace,” and they’ll be more likely to remember you.

Give a one-sentence description of what you do. If you’re at a networking event, then it’s likely that you’ll be talking about what you do to a variety of people. So, what do you say when a new connection asks, “What is it that you do?” Do you launch into a ten-minute story about your career path? Do you reel off a list of your accomplishments in your field? Absolutely not. Unless you’re having a more lengthy conversation, you should be prepared to give a one-sentence description of what you do that gives the following information:^[5]

Who are you, professionally? Are you a teacher, a project manager, or a health care professional?
Who do you work with? Do you work with children, cross-cultural project teams, or micro-finance organizations?
What do you do? Do you help second-grade children develop their writing skills, do you help cross-cultural teams meet complete their goals while keeping their budgets, or do you help microfinance organizations expand their market base in developing countries?
Now, put your sentence together. State who you are, who you work with, and what you do.

Respect people’s space. If you have items, don’t place them on recruiter’s or presenter’s tables. Respect their space and don’t overwhelm them. You can also disrupt their materials, such as knocking over a poster or messing up pamphlets. Wait to be asked to exchange business cards, resumes, etc.

Follow up with a question. If the person has asked you what you do first, don’t just walk away and praise yourself for a job well done. Instead, ask the person what he or she does in return. This is not only polite, but shows that you have a real interest in this person’s career path and want to build a meaningful connection.

Say goodbye like a professional. Don’t just wave and say, “Nice meeting you” and walk away from the person. Anyone you meet at a networking event can have the potential to help you in the future, so make sure that you make eye contact, repeat the person’s name, and exchange business cards or any other pieces of relevant information before you walk away.

^{some polite expressions- remarks/apologies/agreements/disagreements}

Agreement, partial agreement and disagreement

The way people agree or disagree in an argument or discussion varies in different languages.

Agreement:

It is worthwhile saying that silence is not understood as agreement. If you agree with an opinion or an idea, you are expected to say so.

Expressions

There is no doubt about it that…
I completely / absolutely agree with you.
I agree with you entirely.
I totally agree with you.
I simply must agree with that.
I am of the same opinion.
I am of the same opinion.
That’s exactly what I think.

Disagreement:

Expressing disagreement is always respected as honest, and sometimes as courageous.

Expressions

I don’t agree with you.
I’m sorry, but I disagree.
I’m afraid, I can’t agree with you.
The problem is that…
I (very much) doubt whether…
This is in complete contradiction to…
With all due respect,…
I am of a different opinion because …
I cannot share this / that / the view.
I cannot agree with this idea.
What I object to is…
I have my own thoughts about that.

Partial agreement:

You can also agree but with reservation especially when there is a doubt or feeling of not being able to accept something completely

Expressions

It is only partly true that…
That’s true, but…
I can agree with that only with reservations.
That seems obvious, but…
That is not necessarily so.
It is not as simple as it seems.
I agree with you in principle, but…
I agree with you in part, but…
Well, you could be right.

POLITE AND DIPLOMATIC IN YOUR SPEAKING.

If you’re too direct when you speak you can come across as aggressive and this might put people off. This is true in business meetings and negotiations, but also in many other day to day situations. Here are 5 ways you can make your English more polite, indirect and diplomatic. Follow these tips and you should make the right impression when you talk to people.

Listen and be understanding

If you show other people that you are listening to them, and that you understand them, they will be more willing to listen to you and accept your opinion. Don’t just say “I disagree“, show them that you are listening and that you understand them before you explain your opinion.

You can do this by using statements like:

Yes, but…

I see what you mean, but…

I agree up to a point, but

For example:
I think we should wait until a better opportunity comes along.

Yes, but we might not get another opportunity like this for a while.

I think we should ask for a 20% discount because it will show them that we are serious.

I see what you mean, but I think 20% might be a bit too much. It might put them off.

Avoid negative words – instead use positive words in a negative form

People react to positive sounding words, even if they are used with a negative auxiliary.

Don’t say: I think that’s a bad idea.

Say: I don’t think that’s such a good idea.
Let’s go for a good cop, bad cop approach in this negotiation!

I don’t think that’s such a good idea. They might see through it.

Say the magic word: Sorry

This word can be used in many ways: to interrupt, to apologise, to show you don’t understand, to disagree. It diffuses tension and it allows you to start a statement more comfortably.

Sorry, but can I just say something here

Sorry, but I don’t really agree

Sorry, but I think that’s out of the question

Use little words to soften your statements

Break down negative sentences with some softeners.

Don’t say: I don’t like it

Say: I don’t really like it I’m afraid

Don’t say: Can I say something?

Say: Can I just say something here?

Don’t say: I didn’t catch that

Say: Sorry, I didn’t quite catch that

Avoid ‘finger pointing’ statements with the word ‘you’

This is aggressive and too direct. Try to avoid saying ‘you’ and put the focus on ‘I’ or ‘we’.

Don’t say: You don’t understand me.

Say: Perhaps I’m not making myself clear.

Don’t say:You didn’t explain this point.

Say: I didn’t understand this point.

Don’t say: You need to give us a better price.

Say: We’re looking for a better price.

So, those are my 5 pieces of advice for being polite and diplomatic. Try to use them when you speaking and you will become a more effective communicator in English.

Apology words and phrases for letters

Apologizing

To apologize is to tell someone that you are sorry for having done something that has caused him inconvenience or unhappiness:

Examples:

I must apologize to Isabel for my late arrival.

I’d like to apologize for my trouble making.

Trains may be subject to delay on the northern line. We apologize for any inconvenience caused.

Here are some expressions you can use to make and respond to apologies

Making apologies:

I do apologize for…
I must apologize for…
I apologize for…
I’d like to apologize for…
I am so sorry for…
I shouldn’t have…
It’s all my fault.
I’m ashamed of…
Please, forgive me for…
Excuse me for …
I’m terribly sorry for…
Pardon me for this…
Please, forgive me for my….
Please, accept my apologies for…

Accepting apologies:

That’s all right.
Never mind.
Don’t apologize.
It doesn’t matter.
Don’t worry about it.
Don’t mention it.
That’s OK.
I quite understand.
You couldn’t help it.
Forget about it.
Don’t worry about it.
No harm done.

Remember:

“I’d like to apologize” is the short form of “I would like to apologize”

How to break the bad news

The first step is normally to show that something bad has happened. The two key words and phrases help you explain something bad has happened for which you need to apologise are

Unfortunately,

I’m afraid that

Another nice phrase for more informal letters is

I’ve got some bad news to break/tell you

A simple apology

If it is a small problem you may just need to say sorry. You should see though that you need to think about whether you want to use but/that/for

I’m sorry but – “I’m sorry but I won’t be able to come to the party”

I’m sorry that – “I’m sorry that I broke you mug“

I’m sorry for – “I’m sorry for not having replied sooner“

A stronger apology

These are phrases that work when there is a bigger mistake

I do apologise for – “I do apologise for failing to meet you at the station”

I must apologise for – “I really must apologise for

I sincerely apologise for – “I sincerely apologise for the trouble this has caused you”

Being more informal

If you are writing to a friend you may choose to use a more informal phrase:

I’m ever so sorry – “I’m ever so sorry that we won’t see each other next week

I’m really sorry – “I’m really sorry that I’ve lost that book you lent me”

Being more formal

Again, if you’re writing to someone you don’t know that well you want a more formal phrase. Typically, we use either the verb apologise or the noun apology.

I would like to apologise – “I would like to apologise for missing my appointment with you“

Please accept my apologies for – “Please accept my apologies for the disturbance caused”

Thinking about the consequences

Something else you may need to do is to apologise for any difficulty. These phrases should help:

I’m sorry if this puts you out – an idiom appropriate for informal letters

I do apologise for any inconvenience caused – a more formal variation

I hope that this does not cause you any problems – a more neutral variation

Guidelines for writing-apologies:

Þ Write as soon as possible after the incident. Apologize, but do not go overboard by saying, “I am very, very, very sorry.” Keep it simple and to the poi, it. Summarize what you are apologizing for, and apologize only for the particular situation or problem: Be brief. Apologize cheerfully and sincerely. Do not express feelings of guilt.

Þ Explain what you will do to correct the mistake or situation. Assure the person that this will not happen again. ‘

Þ Do not put blame on another person and do not blame problems on computer errors or carelessness.

Þ Thank the person for bringing the problem to your attention if you were unaware of the situation.

Þ Reread the-letter to check your grammar, spelling and tone.

A gift can be many things: a physical item, a good job someone has done for you at work or at home, and an invitation to a party or meal. In business it’s the perfect time–before the end-of-the-year rush–to send clients, customers, vendors, and suppliers your note of appreciation for their business and service.

A personal, handwritten thank-you note, is the finest form of expressing gratitude. It takes the effort and time and is the most tangible evidence of our genuine appreciation of the person to whom it is addressed.

Thanks giving, . A Perfect time for Thank – you notes

Here is a simple guide for thank-you notes for both business and personal use:

Ideally, send thank-you notes within 24 to 48 hours of receiving the gift. The sooner you send it, the greater the impact it will have. However, it is never too late to send a note. Use this month of “thanks” to catch up on your “thank-yous, U no matter how much time has gone by.
To save time and stress, keep a supply of note cards and stationery, plus postage stamps to have ready at all times.
Write all your notes by hand. Take your time, regardless of how impaired you think your handwriting looks.
Pay attention to how the card faces when opened. I can’t tell you how many times I receive cards written on the wrong side or in the wrong direction.

Þ For vertical, left-creased cards: Begin writing on the inner, right side of the folded card.

Þ For horizontal, top-creased cards: Begin writing on the inner, lower side of the folded card.

Þ Some cards are difficult to tell which way it is intended to face. Be sure to look at the back side of the card for guidance in this area.

Begin the,-note-based on-your -relationship with-the receiver.

Þ For personal correspondence where you are accustomed to calling the person by their first name: Dear John and Mary, (first name followed by a”comma.”) is correct.

Þ For business notes, stick to formal salutations until you are invited to address the person by the first name: Dear Ms Smith: (an honorific and last name, followed by a “colon.”) is proper.

Þ For informal business notes, addressed to someone with whom you want to address by their first name: Dear John: (first name and a colon) is also appropriate.

Be specific in your thanks. When thanking someone for inviting you to a meal or event, mention how happy you were to share in the experience, mention a person you enjoyed meeting, or a food item you particularly liked. When thanking someone for performing a favor for you, explain how important their gift of time for you. For physical gifts, name the item, along with something nice and complimentary about it. .

Þ Rather than say: “Dear Aunt Sarah, Thank you for the lovely gift. I really like

Love, Syndi.”

Þ Do say: “Dear Aunt Sarah, Thank you very much for the beautiful black sweater for my birthday. It’s Just the perfect item to wear at an evening occasion, where I want to stay warm, yet still look dressy. Your loving niece,: Syndi Seid”.

Sign your first-and last name clearly at the end of your note. An exception may be to an immediate family member who knows who you are by your handwriting.

Addressthe envelope using the person’s full name and appropriate honorific. Include your name and return address. Use a regular postage stamp rather than metered postage to send your note.

Etiquette and manners.

Good manners and proper etiquette are at the very core of how we communicate with on

another. We need to develop and reinforce those essential courtesies that make our relationships strong, valuable and long-lasting. the following etiquette tips, which are easy to incorporate into everyday life

Turn the cell phone off completely — during a luncheon meeting, social function, or on public transportation.
Hold the door — whether male or female; hold open a door you .have just passed through for the person behind you.
Bring a gift for the. hostess — preferably one that doesn’t require her to drop every thing she is doing.

Keep to the right — on the sidewalk, in stairwells.

Say please and thank- you — to- waiters; flight attendants, store clerks, cab drivers — the little things go a long way.
Circulate at a party or social gathering — whether hostess. or guest, the people, nott the food or drink, should be your main focus.
Keep food or drink, briefcases or files in your left hand — keep your right hand free for handshakes.
Stamp and address thank you notes in advance — when you know they will be needed,’ then fill them out and drop them in the mail after attending an event or receiving a gift or favor and you’ll be done.
Make eye contact and offer a warm smile — in every situation, this sets people at ease.
Be perceptive — survey a situation and always use your best judgment.

“Now, more than ever, people need to live graciously,” says Dinyon. “Having good manners is always in style:.”

Ettiquette

Etiquette – proper behavior in various situations – has concerned humans through the ages. A search on- Goggle turns up references to early telephone manners, proper Medieval-era knightly behavior, and how shells and, sharp stones became today’s knives and forks and, of course, which hand to hold them in Just as civilization accommodated the new technologies of the automobile and telephone with widespread common usages such as stopping for red lights and answering telephones with “Hello,” new online technologies have created the need for corresponding innovations in manners. Called Netiquette (Net + etiquette), these new manners are really just the application of old manners in a new setting. Since going online may seem like traveling to a foreign country, pointing out a few guidelines may be useful.

Suggestions are:

Þ DON’T USE ALL CAPITAL LETTERS (it’s hard to read and is considered shouting);

Þ Be brief;

Þ Use meaningful subject lines;

Þ Quote just enough from what you’re answering to provide useful context; Don’t forward to everyone you know jokes, rumors, hoaxes, chain letters, charity appeals, and such, even if the arriving note tells you to do so;

Þ Don’t. send “Me too” notes to discussion lists;

Þ Don’t send attachments without getting the recipient’s permission;

Þ Send plain text e-mail unless all your addressees prefer HTML format; and,

Þ Accept and cheerfully answer questions asked by people newly online – remember that

we all started with the basics.

Sample letters:

Sample letter A

Dear Prime Minister,

I write to appeal to you, on humanitarian grounds, to release……….

Yours truly,

Sample letter B

Your Excellency,

I write to appeal to you, on humanitarian grounds, to spare the life of……. presently under sentence of death.

Yours sincerely,

Sample letter C

Dear Sir or Madam,

I am writing to you, in the spirit of friendship that has always existed between your country and

mine, about the plight of………who I understand has been detained for nearly three years under the ‘1 Internal Security Act without any reason being given. If this information is correct, this would appear to violate Article 9 of the Universal Declaration of Human Rights, which says “No one shall be subject to arbitrary arrest, detention or exile”. I therefore appeal to you to look into this case urgently, with a view to releasing

Yours respectfully,

Sample letter D

Dear Minister,

I write this letter as a Board Member of the Moravian Friendship Association to appeal to you to ensure that Professor………, a prisoner held in……..State Prison, is given the medical treatment she requires and an adequate diet. In view of the seriousness of this case, I would ask you to make inquiries to satisfy yourself personally that the conditions under which she is kept in prison are in keeping with the basic standards expected today by all members of the international community. I would like to add that our Association, whose function it is to promote friendship and goodwill between the peoples of our two countries, has every confidence that the human rights enshrined in your Constitution are fully observed in your country.

Yours sincerely,

Sample letter E

Your Excellency,

I am a clerk in government service in Sri Lanka, and I also work in a voluntary Buddhist social service organization. I am deeply concerned at the news that………has been sentenced to 10 years’ imprisonment in your country for publishing an article critical of the government. If this is true, it w,:-.Pears to be a harsh and unjust punishment. I appeal to you on humanitarian grounds, and in furtherance of the principle of freedom of expression enshrined in the Universal Declaration of Human Rights, to review this case with a view to releasing

Yours sincerely,

Sample letter F

Your Excellency,

In my capacity as President of the Women’s Institute of Toronto, I am writing to you on the subject of the recent arrest of who is, I understand, in detention under the regulations for the Suppression of Rebellion.

In view of the information available to me concerning this case, is deprived of her freedom in violation of the Universal Declaration of Human Rights. May I take the liberty of drawing to your attention the specific violations of the Declaration apparently involved in her case. Her arrest under the regulations for the Suppression of Rebellion constitutes a violation of Article 9 of the Declaration. She has been held since her arrest without charge (at least as far as is publicly known) and without trial, which constitutes a violation of Articles 9 and 10 of the Declaration.

The only reason which has been given for the arrest of…… is her role in the legal and legitimate opposition in the public life of your country, not only as a parliamentarian, but as a political worker conducting actions guaranteed the full protection of your Constitution. It therefore appears that the rights proclaimed in Articles 18 and 19 of the Declaration have also been violated.

Motivated solely by respect for human rights, I appeal to you to intervene personally in this case to secure the immediate release of……..from detention or to grant her the right to an early, fair and open trial.

Please accept, Your Excellency, the assurance of my highest consideration,

Yours sincerely,

Sample letter G

Your Honour,

I am an engineer, and I worked on an irrigation project at where the dam was constructed

with the expert assistance of technicians from your country. This was truly a memorable experience. The dedication of your engineers, both to the irrigation project and to the development of your country, was really inspiring. Many misconceptions about your country were dispelled, and we became good friends too. It was therefore with special concern that I came to hear of the case of………

I understand that he was arrested in November for publishing a book critical of some aspects of the government, and has been held since then without charge or trial in contravention of the Universal Declaration of Human Rights. This matter has been the subject of discussion among my colleagues. If the facts are incorrect, please let me know and I will see that the true version is explained. If, however, they are true, I appeal to you to look into this case with a view to releasing

Yours sincerely,

Sample letter H

Your Excellency,

Some time ago I wrote to you about the case of prisoner of conscience………………..

I was delighted to learn that has been released and is now happily reunited with her four young children. I do appreciate very much this act of compassion and humanity on your part.

Yours sincerely,

	Mrs. Asra Tabassum on HAPPINESS – CARL SANDBURG SUMM…
	chandrapalaka emmanu… on FATHER, DEAR FATHER BY RAJ…
	J. Stephen julius on LS.9. RESIGNATION – PREM…
	Chiraag on 3.1 THE NIGHT OF THE SCOR…
	Syeda Asiya on HAPPINESS – CARL SANDBURG SUMM…

UNIT II

COMMUNICATION NETWORKING

What is communication network?

TIPS FOR SUCCESS IN GROUP DISCUSSIONS

SEMINAR

WHAT IS A SEMINAR?

MEANING:

PURPOSE OF A SEMINAR

PLANNING A SEMINAR

TYPES OF SEMINARS

Live Seminars

Video Replay

Live Webcast

Webinar

On Demand

FACE-TO-FACE CONVERSATION

What is Face to Face Communication

Characteristics of Face to Face Communication

FACE-TO-FACE CONVERSATION

What is Face to Face Communication

Characteristics of Face to Face Communication

INTRODUCTION

Method1

Introducing Yourself in Any Social Situation

Method2

Introducing Yourself to an Individual

Method3

Introducing Yourself Before Giving a Speech

Method4

Introducing Yourself at a Professional Event

some polite expressions- remarks/apologies/agreements/disagreements

Agreement, partial agreement and disagreement

Agreement:

Expressions

Disagreement:

Expressions

Partial agreement:

Expressions

Apologizing

Making apologies:

Accepting apologies:

Remember:

How to break the bad news

A simple apology

A stronger apology

Being more informal

Being more formal

Thinking about the consequences

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