Non Verbal Communication

Body language
Body language is a range of nonverbal
signals that you can use to communicate
your feelings and intentions. These include
your posture, facial expressions, and hand
gestures. Your ability to understand and
interpret other people's body language can
help you to pick up on unspoken issues or
feelings.
Negative Body Language Examples
If someone’s exhibiting one or more of the
following, negative behaviors, they'll likely
be disengaged, disinterested or unhapp
y
Arms folded in front of the body.
Minimal or tense facial expression.
Body turned away from you.
Eyes downcast, maintaining little contact
Positive Body Language Examples

Positive Body Language Examples

People also use their body language to convey
positive feelings, such
as trust, interest and happiness. Spotting
these signs can reassure you that others are
engaged with what you’re saying and at ease
with the situation.
2. Body Language for Effective Public Speaking
 Have a positive posture. Sit or stand upright, with your shoulders
back and your arms unfolded by your sides or in front of you Don't be
tempted to put your hands in your pockets, or to slouch, as this will
make you look disinterested.
 Keep your head up. Your head should be upright and level Leaning
too far forward or backward can make you look aggressive or
arrogant.
 Practice and perfect your posture. Stand in a relaxed manner,
with your weight evenly distributed. Keep one foot slightly in front of
the other to keep yourself steady (
 Use open hand gestures. Spread your hands apart, in front of you,
with your palms facing slightly toward your audience. This indicates a
willingness to communicate and share ideas (keep your upper arms
close to your body. Take care to avoid over expression, or people may
focus more on your hands than your ideas.
3. Body Language for Interviews and
Negotiations
 Body language can also help you to stay calm in
situations where emotions run high, such as a
negotiation, performance review or interview. Follow
these suggestions to defuse tension and show openness:
 Use mirroring. If you can, subtly mirror the body
language of the person you're talking to. This will make
them feel more at ease and can build rapport. But don't
copy their every gesture or you'll make them
uncomfortable.
 Relax your body. Maintain the appearance of calm by
keeping your hands still and by breathing slowly.
 Look interested. If you're asked a complex question,
it's OK to briefly touch your cheek or stroke your chin. It
shows you're reflecting on your answer
Your nonverbal signs play a big part in people’s first impression of you.
Here are ways to appear trustworthy, engaged, confident, and calm:

 Have an open posture. Be relaxed, but don't slouch. Sit or stand

upright and place your hands by your sides . Avoid standing with
your hands on your hips, as this can communicate aggression or a
desire to dominate
 Use a firm handshake. But don't get carried away! You don't
want it to become awkward, aggressive, or painful for the other
person.
 Maintain good eye contact. Try to hold the other person's gaze
for a few seconds at a time. This will show them that you're sincere
and engaged. But avoid turning it into a staring contest! (figure 8).
 Avoid touching your face. If you do this while answering
questions, it can be seen as a sign of dishonesty (figure 9). While
this isn't always the case, you should still avoid fiddling with your
hair or scratching your nose, so that you convey trustworthiness.
 Smile! Warm, sincere smiles are attractive, reassuring – and
infectious!
Power of Silence
Silent communication happens when you
don’t use words or sounds during a
conversation.
Silent communication can be more
powerful than words.
Silence can also be positive or negative.
For instance, positive silence can be
constructive by helping to move a
conversation forward, change the subject,
or indicate an endpoint to the verbal
exchange.
Written Communication

 Written communications are exchanges of information

that involve written messages, either digitally or on paper.
Written communications are beneficial because they do
not require direct communication and they provide proof
of an exchange in the event of an incident.
 Written communication is essential for communicating
complicated information, such as statistics or other data,
that could not be easily communicated through speech
alone. Written communication also allows information to
be recorded so that it can be referred to at a later date.
When producing a piece of written communication,
especially one that is likely to be referred to over and over
again, you need to plan what you want to say carefully to
ensure that all the relevant information is accurately and
clearly communicated.
Written communication must be clear and concise in
order to communicate information effectively. A good
written report conveys the necessary information using
precise, grammatically correct language, without using
more words than are needed. The online course
Write Less, Say More can help you to write brief,
punchy, powerful reports.
By improving your verbal, non-verbal, and written
communication skills, you can become more successful
in all areas of business. Whether you are managing
others or working as part of a team, the ability to
communicate effectively can improve relations with
your colleagues and help you all to work more
effectively together.
Written Communication Skills

Clarity: All written communications should be

clear, direct, straightforward, and
understandable. Confusion will be prevented
amongst readers if the message makes sense.
Concision: Written communications should be
kept short to avoid repetition and avoid leaving
out necessary information. Conciseness assists
in making a message more clear.
A professional and formal tone: Keeping a
courteous tone builds effective rapport and
maintains a polite, respectful, and culturally
sensitive dialogue.
Completeness: All Necessary Information
Should be Included in the Written
Communication
Four of the most common types of written
communication in business include emails,
memorandums (memos), faxes, and
advertisements.
Advantages of Written
Communication
Creates permanent Record
Allow you to use information in the future
reference
All recipient receive the same information
Easily distributed
Structures and Methods Of Written
Communication
A memo (also known as a memorandum, or
"reminder") is used for
internal communications regarding procedures
or official business within an organization.

Unlike an email, a memo is a message you send

to a large group of employees, like your entire
department or everyone at the company. You
might need to write a memo to inform staff of
upcoming events or broadcast internal
changes.
MEMO
A memorandum, or memo, is a document
shared with a group of people to disperse
information on a task, project, event, or
other. The purpose of a memo is to bring
immediate attention to that information in
a quick and brief manner.
Memorandums are shared to inform readers about
new information and have applications for
different communities and businesses.
Communities can use memos to tell people
within it about public safety guidelines, promote
various events, raise awareness on subjects that
affect their lives.
Businesses can use memos to relay information
involving newly updated policy, changes in
procedure, or persuade employees to take an
action, such as attend an upcoming meeting,
convention, or a celebration for organizational
milestones.
How to Write a Memo

Write a heading.
Write an introduction.
Provide background on the issue
Outline action items and timeline.
Include a closing statement.
Review and proofread before sending.
1. Write a heading.

No matter what kind of memo you’re

writing, you’ll need to include a heading.
This section should include who the memo
is for (whether an individual or
department), the date, who the memo is
from, and a subject line.
Your subject line should be, short,
attention-grabbing, and give readers a
general idea of what the memo is about
2. Write an introduction
Your introduction should summarize the
purpose of your memo in two to three
sentences. It should highlight the issue or
problem and the solution you decided to
move forward with.
3. Provide background on the issue

In this section, explain the reasoning

behind the memo. For example, it could be
changes in the budget, a company
restructuring, or a new rollout of
procedures. This explanation should
provide justification for the changes being
implemented.
4. Outline action items and timeline (Optional).
Depending on the purpose of your memo, you may
have action items for employees to complete or
provide a timeline of when changes will take place.
For example, they may need to complete a task or
provide information by a certain deadline. This
section should include the following:
When employees can expect changes to go into
effect
What changes have already been made and what to
expect in the future
Deadlines they need to adhere to
If no action is needed on the employee’s behalf,
you can leave this section out.
5. Include a closing statement.

Your closing statement will include any

information you’d like to reinforce. Are
there any specific contacts readers should
reach out to for questions? If so, include
them here.
6. Review and proofread before sending.
This step may seem like a no-brainer but
it's important to review your document
before sending it out. Memos are meant to
inform readers of upcoming changes and
relay important information. You don't want
to risk causing confusion with a typo or
misstatement.
FAX
 Faxes are often used when documents must be sent
fast and securely. Facsimile machines scan a
document and transmit it over a telephone line or the
internet. The document can travel long distances in
minutes, saving time and money compared to other
methods of document transmission. Fax transmissions
are also secure, as each document is given its own
unique code which ensures that only authorized
individuals have access to the contents.
 Fax Messages are exchanged between branches of
company and are also used external communication
with customer supplier and other associate
 A fax Message is much the same as letter send by
post
E MAIL
Most offices today uses computer and
email is commonly used method of
communicating with those within the
organization and those outside all over the
world
It is effective inexpensive and very fast
Message can be send by email to an
individual or to a number of persons at
once
The Benefits Of Email
Reduced Time And Effort
Real Time Message
Segment User And Customer Database
Information
Low cost
Very Fast Comparing with Traditional
Messaging
Email Etiquette
Letter For Different Kind Of
Situations
Letter writing has been deemed as one of the
most useful forms learnt and used for various
reasons. There are several kinds of letters, each
of which has its own form and style. However,
there are certain parts of the letter which remain
the same. They include:
Sender’s address
Date
Greeting or Salutation
Body of the Letter
Subscription
Signature
Different Types of Letters

Letters can be classified into two main

types according to the purpose of the
letter. Informal Letters, also known as
Social Letters, include Friendly Letters and
Notes of Invitations.
Formal Letters, also known as Business
Letters, include Letters of Application,
Letters to Higher Authorities, and Letters to
Newspapers.
Informal Letter

 Letters to friends and family can be written in a

conversational style. They are just a composition of
spontaneous thoughts, and they are easy and
personal. When writing an informal letter, you are free
to use colloquial language, which would be quite out of
place in a formal letter. This does not mean that you
can pen down random thoughts that are totally
disconnected and make no sense. Wrong spelling,
punctuation and grammar are not allowed even though
the letter is informal and personal.
 An informal letter can be written by following a basic
format that includes the sender’s address, date,
greeting, body of the letter, subscription and signature.
To know more about how to write an informal letter,
Formal Letter

Formal letters or Business letters should be

clear and concise. You should always
remember that formal letters are written to
bring important information into
consideration, so you should always take
care to draft the letter carefully by
providing only the necessary information.
The language used in formal letters is a lot
more professional than informal letters. The
format of formal letters is the same as
explained above, with a few additions, viz.,
‘the Receiver’s Address’, ‘Subject’ and
‘Signature’. Check out
How to Write a Letter of Enquiry?

A letter of enquiry is a letter written to

enquire about something that you want to
know. When writing a letter of enquiry,
make sure to mention a list of all the details
you would want to gather about the
product you would like to purchase or the
service you would like to avail. Also, ensure
that you provide your contact details
accurately so that the service provider can
get back to you with the details you have
asked for.
Complaint Letter Format - How to Write with Examples

Making complaints about someone is

always a sensitive issue and writing about
it is a much more difficult task as
everything would be documented. Writing a
complaint letter is, therefore, something
that should be done with utmost care. This
article on complaint letter format will
provide you with tips on how to write a
complaint letter and also give you a few
complaint letter samples for your
reference.
How to Write a Complaint Letter?

Complaint letters are written to the

concerned authorities when you are not
satisfied with some service, or you have a
problem that needs to be addressed. See to
it that you write the letter in a polite
manner. The format of a complaint letter
follows the format of a formal letter. To
write a complaint letter, you can start with
the sender’s address followed by the date,
the receiver’s address, the subject,
salutation, body of the letter,
complimentary closing, signature and name
in block letters.
Collection Letter

A collection letter is a written notification to

inform a consumer of his due payments. It
is an official message to a borrower. A
collection letter may include reminders,
inquiries, warnings or notification of
possible legal actions. Although a collection
letter is a firm notice to a borrower, it must
be written in a polite way. One should not
use slang, offensive, and abusive words.
Characteristics of Collection Letter

The reason or the objective of writing a collection

letter.
Reference of the previous letters (if any).
Name of the creditor or the company issuing loans.
Name of the lender.
Full debt amount.
Additional costs or terms.
Last deadline for the payment of the debt.
Inquiry about the delay.
In the case of many reminders, one should include
a list of possible legal actions in the letter.
Types of Collection Letter

A collection letter is broadly classified into

three categories. They are
General Reminders.
Inquiry letters.
Official collections letters.
Reminder Collection Letter

It is written with an assumption that

customer forgets to make the payment.
General assumptions like money problems
or medical issues are made. Always use a
friendly manner to write it.
Inquiry Collection Letter

As the name suggests, the main purpose of

this type of letter is to make an inquiry. The
writer wants to inquire about the reasons
for the delay of the payments. Here, the
writer asks for the keenness to help the
customer. One can give the choice of
partial payments here. It helps to maintain
a good relationship with the customer.
Appeal collection Letter

A writer writes this letter when the

borrower is not responding to any of the
previous remainders. Here, the writer uses
an aggressive approach without being rude.
One needs to maintain fairness.
Ultimatum Collection Letter

Here the writer mentions the action which

can be taken in case of failure of payment
of the loan. One uses the logical and fair
statements. Various punishments like
debarring from further business, legal
actions are stated in this letter.
Problem: Categorize the
following into Do’s and Don’ts
Make use of positive appeal in the letter.
Make use of offensive language.
Harass the debtor.
Have good knowledge about the collection
policies and laws.
Be a little flexible.
Start the letter as you doubt the honesty
and capacity of the debtor.
Try to build up your goodwill.
DOES Donts
Make use of positive Make use of offensive
appeal in the letter. language.

Have good knowledge Harass the debtor.

about the collection
policies and laws.

Be a little flexible. Start the letter as you

doubt the honesty and
Try to build up your capacity of the debtor
goodwill.
Sales Promotion Letter

 Sales promotion letter is written to push the sales of

any product or services. These are the advertisement
letters that are written to draw the attention of the
purchasers towards the promoted product and to
boost sales. These letters carry the points regarding
the merchandise and also describe its profits. The
Sales Promotion letters ought to additionally mention
that the promoted product or services are best and
overshadow the opposite contestant. These letters are
written in the professional form and tend to make a
positive impression. This letter is usually formal and
contains product description and its costs. These
letters are used for the sale of product and services.
It acts as an ideal tool for the sale of the product.
Notice
Notices are a means of formal
communication targetted at a particular
person or a group of persons. It is like a
news item informing such person or
persons of some important event. This can
be an invitation to a meeting, an
announcement of any event, to issue
certain instructions, make appeals etc.
Notices are a means of formal
communication targetted at a particular
person or a group of persons. It is like a
news item informing such person or
persons of some important event. This can
It is generally written and then displayed at
a public place, where it is accessible to all.
They can be pasted on notice boards. If it is
meant for a wider audience it can even be
published in a newspaper. The government
when it issues notices must publish it in
national and local papers
Format
 Since notices are a formal document it should follow a structure or a
format. Keep in mind there is no one correct rigid format. Different
formats used by different people/organizations can show some
variations. But it is ideal to follow a somewhat similar format for ease
of understanding and uniformity. Let us look at the most used format of
notices.
 Name of Issuing Organization/Authority: Right at the very top, you print
the name of the person or company that is issuing the said notices.
This will help the reader identify the notices as important or
unimportant to him.
 Title: When writing notices we mention a title “NOTICE” at the top. This
helps draw attention to the document. Notices are generally posted at
a public place or published in newspapers. It is important that they do
not get lost in a sea of information. So a bold title clearly mentioned
helps draw the attention.
 Date: After the tile to the left-hand side we print the date on which the
notices have been published. Since this is a formal document date is an
important aspect of it since these documents stay on record.
 Heading: Then we move on to an appropriate heading to the notices.
This heading should make abundantly clear the purpose of the notices.
 Body: After the heading, we write the brief and to the point body of the
notice. The main content of the notice features in the body.

Content

 Notices should cover some important points that are to be

communicated to the readers. Let us summarize the five points that
the content of the notice will cover, the five W’s
 What: What is the notice about? The notice should be clear about what
is going to happen (event), or what has already happened (occasion).
This is the crux of the message and should be written clearly. There
should not be any ambiguity.
 Where: If the notice is about an event, then the location of such an
event must be written clearly. The venue or the location are important
details, so make sure to include this in the notice.
 When: This is the time and the date of the event or meeting. If
possible the duration of the event should also be mentioned to people
can schedule their time accordingly.
 Who: This will be who the notice is addressed to. Who all are suppose
to adhere to the notice should be clearly mentioned to avoid confusion.
 Whom: And final detail should be whom to contact or get in touch
with. This mentions who the appropriate authority is to contact.
 What is a report in business communication?

 A report in communication refers to a structured and

formal document that conveys information, related to a
specific topic, project, or situation. It is a written account
that serves the purpose of informing, updating, or
presenting detailed insights to a target audience, which
can include stakeholders, management, clients, or other
interested parties.

 A report in business communication is a formal document

that presents factual information, data, analysis, and
findings related to specific business activities, projects, or
situations. It serves as a structured means of conveying
essential details and insights to stakeholders,
management, clients, or other relevant parties.
How to write a communication report

Define the purpose and audience.

Gather relevant data and information.
Organize the report with an introduction, main body,
and conclusion.
Present findings and analysis clearly.
Propose actionable recommendations.
Use a formal writing style, and include visuals if
helpful.
Consider an executive summary for a quick overview.
Ensure accuracy and cite sources properly.
Thoroughly review and edit for clarity and
professionalism
What is an Agenda?

The agenda is the version of the meeting plan

shared with meeting attendees. Sharing a meeting's
agenda in advance helps attendees come prepared.
During the meeting, an agenda can be used to help
keep the conversation moving forward and on time.
The simplest agendas are formatted as a short
bulleted list. More complicated agendas may include
detailed descriptions, including the expected
outcomes for each item, and reference material
such as reports and proposals for review prior to the
meeting. Formal agendas will also include timing
and presenter information for each agenda item.
Proposals
Proposals are some of the most common
types of reports you will likely find yourself
writing in the workplace. Variants of
proposals include business plans and
marketing plans. Proposals are persuasive
documents intended to initiate a project
often in response to a challenge and get
the reader to authorize a course of action
proposed in the document. Proposals may
be informal, short document, addressing a
need or challenge in your workplace, or the
proposal may be a more formal and lengthy
document that responds to a call for
A proposal, in the technical sense, is a document
that tries to persuade the reader to implement a
proposed plan or approve a proposed project. Most
companies and organizations rely on effective
proposal writing to ensure successful continuation
of their business and to get new contracts. With an
effective proposal, the writer convinces the reader
that the proposed plan or project is worth doing
(worth the time, energy, and expense necessary to
implement), that the author is the best candidate
for implementing the idea, that the proposed plan
is realistic and feasible, and that the proposed
course of action will result in intangible benefits.
Minutes Of Meeting

Also known as protocol or note, minutes

are the live written record of a meeting.
They include the list of attendees, issues
raised, related responses, and final
decisions taken to address the issues. Their
purpose is to record what actions have
been assigned to whom, along with the
achievements and the deadlines.
Format of Minutes of Meeting

 A minutes of meeting normally includes the following

elements −
 Name of the company − to the top-left of the page.
 Date − to the top-right of the page.
 Topic − after two return keys; Center-aligned.
 Attendees − Name and designation (2 columns of a table).
 Absentees − name, roles, reasons for absenteeism. (3
columns)
 Agenda at hand − topic to be discussed.
 Issues raised − along with the names of the speakers.
 Suggestions − made along with the names of the speakers.
 Decision − the outcome of the meeting.
 Task List − task allotted and the respective allottee.
 Future Meetings − the date and topic of the next meeting.
Types of Business Documents You Can
Create!

 1. Financial Agreement
 Financial agreements are business documents that help
you evaluate the performance of your business. They also
help in filing taxes and creating new budgeting plans.
 No matter what business you’re in, your finances must
always be up to date. Whether you’re losing money or
generating huge profits, all of these must be recorded in
your financial agreements.
 Some types of financial agreements are:
 Profit & Loss Statement
 Income Statements
 Payroll Reports
 Balance Sheet
2. Business Reports

Business reports are documents that

evaluate certain aspects of your business
and use this data to help you make better-
informed decisions. It may include, sales
figures, graphs, case studies, and other
forms of data.
Simply, a business report comes in handy
to draw conclusions about problems or
issues and provide actionable
recommendations for the future.
Especially when eyeing a new partnership
or looking for ways to bag new investors,
business reports are your perfect
3. Company Bylaws

If you’ve stepped into the world of business, it

goes without saying that you’ll be dealing with a
hefty amount of legal documents.
This is why a company bylaw is a must-have for
any business.
Company bylaws are business documents that
establish clear and concise regulations or rules
that the company creates for smooth operations.
It’s also a great document for dispute redressal
within an organization and it provides a precise
demarcation of individual roles and
responsibilities.
4. Employment Agreement

It’s safe to say that no business could

thrive all alone, and thus you’ll have to hire
employees.
An employment agreement is a business
document that any new employee would
have to sign when they’re hired. It covers
the company’s expectations of an
employee, the terms of the job, the
position, the job description, and the
company’s obligations.
Press Releases
Media coverage is one of the most effective
tools in an organisation’s marketing
arsenal. Whether promoting a new product
or service, raising awareness for a cause, or
sharing important company news, media
coverage can help spread the word and
reach key audiences.
What Is A Press Release?
A press release is a formal announcement
made by a business sharing newsworthy
information relating to its latest business
development with the media and other
interested parties with the aim to generate
Simplifying this definition of press
release gives four key phrases
 A formal announcement made by a business: A press
release involves a formal and professional communication of
business news. This is done by using a specified format that
includes key details such as the dateline, header, and
boilerplate.
 Sharing newsworthy information relating to
business development: The news shared in a press release
is newsworthy and interesting enough to catch media
attention.
 Sending it to media and other interested parties: The
press release is distributed to media and other interested
parties who the business deems to be relevant to their
announcement.
 Aiming to generate press coverage: The whole point of a
press release is to generate media coverage that will help
promote the business and its latest developments.
Reasons For A Press Release

 Companies release press releases for a variety of reasons. The most common reasons are
 Product announcement: Whenever a company launches a new product, it will often
release a press release to generate media coverage and help build buzz around the product.
 Company announcement: Details relating to restructuring, relocation, partnerships,
financial news, and other company updates are shared through a press release.
 Event announcement: If a company is hosting, sponsoring, or attending an event, it may
release a press release to generate interest and drive attendance.
 Initiative announcement: A company may release a press release to promote a new
initiative or campaign. For example, a clothing brand may release a press release to
promote its latest sustainable fashion collection. CSR initiatives are also often promoted
through press releases.
 Award announcement: Winning an award is a great way to build credibility and generate
positive media coverage. As such, companies will often release press releases when they
win awards.
 Employee announcement: Hiring a new executive or announcing employee promotions
are examples of news that may be shared through a press release.
 Research announcement: Often, companies will release press releases to share their latest
research or study findings.
Importance Of A Press Release

 In this age of digital marketing, press releases are still an important part of any
public relations or marketing strategy. This is because it is one of the easiest and
most cost-effective ways to generate media coverage.
 Engages Media: A press release is a great way to reach out to journalists and
other media professionals. It helps a business get its story in front of the people
who are most likely to write about it. Without a press release, a company would
have to rely on its own network of contacts to get its story into the media.
 Builds relationships: A press release can also help businesses build and nurture
relationships with journalists, bloggers, and other influencers. These relationships
are important because they can help a business generate future media coverage.
 Gets the word out: A press release is an effective way to get the word out about
a company’s products, services, or events. It can help a business generate interest
and awareness among its target customers.
 Helps manage crisis effectively: In the event of a crisis, a press release can help
a company control the story. A company can prevent negative media coverage
from spinning out of control by getting its side of the story out there first.
Resume
 A résumé is a document that summarizes your
education, skills, talents, employment history, and
experiences in a clear and concise format for potential
employers. The résumé serves three distinct purposes
that define its format, design, and presentation:
 To represent your professional information in writing
 To demonstrate the relationship between your
professional information and the problem or challenge
the potential employer hopes to solve or address, often
represented in the form of a job description or duties
 To get you an interview by clearly demonstrating you
meet the minimum qualifications and have the
professional background help the organization meet its
goals
Resume
The 5 Essential Parts of a Good
Resume

A clearly stated job objective

The highlights of qualifications
A presentation of directly relevant skills and
experience
A chronological work history
A listing of relevant education and training
Things to Avoid in Your
Resume
 False Information
 Personal Data (Age, weight, health, race, religion, marital or family status)
 Your social security number
 A photograph of yourself
 A statement that you will take any job available
 Any shortcoming, weak areas, or any difficulties you have experienced in certain
job
 Past salary, wages or salary requirement
 Reason for leaving previous jobs
 Your lack of a job
 First person singular (I, Me,My, Mine)
 References. Add the statement "Reference available upon request". Prepare
a separate sheet listing your references and bring it to your interview
 Don't print of both sides of the paper
Thank You