SMS COMMUNICATION

 In SMS Communication we deal with verbal and written communication with a very specific goal: to transmit a message.

SMS communication

SMS messages are messages that are sent with a clear purpose. The first thing that must be taken into account is the purpose of the message.

In the world of Business SMS, there are usually 3 purposes:

1 SMS Marketing messages. These are a type of messages with a persuasive purpose. They are used as a mobile marketing strategy.

2Informative messages and alerts (also known as transactional messages). These are service messages.

3Messages for the use of verification codes. These are support messages. The purpose can be the direct download of an App, the sending of an access code to a portal or confirming the authorship of an access.

SMS communication: send clear and effective messages

Once we have taken these purposes into account  we must keep in mind that SMS is written communication and requires knowledge, preparation of what you want to transmit, adapting to its purpose and clarity.

Clarity is fundamental in SMS messages. A misplaced message not only can create confusion for the reader; it can also frustrate or irritate. This must be taken into account in the SMS messages that are sent to customers.

• Effective communication through SMS
• Effective communication through SMS should not require a continuous mental effort from the message’s recipient.
• 
  
• Some characteristics of SMS communication are:
• Clarity in the message.
• Assertiveness. Say things firmly but unaggressively.
• Avoid technicalities that the receiver cannot understand.
• Persuade in marketing messages. To communicate well you need to try to understand the other person’s position.
• Proper tone Do not give moral lessons.
• Other recommendations of SMS communication

After the words, another important point is the images. Visual messages or visual elements are much more powerful. For example: including images, websites, landing page, documents or videos in the message.

Summary of SMS communication:

1. Plan the message, giving relevant data according to its purpose.
2. Send relevant data.
3. Think of the best format and structure.
4. Think about the visual elements you want to include. Add graphic content, or not.
5. Select the tone according to the purpose.
6. Be clear.
7. Think about the interactivity.
8. Check and rewrite, if necessary.

TELEPHONE COMMUNICATION

Write a note on Telephoning / Telephone Communication

Ans: Importance and Advantages: For business and professional use, the telephone is an effective oral communication tool and one of the most important channels of communication. Often a telephone conversation can take the place of two written messages or a face-to-face interview. In most of the cases communication through telephone is comparatively less time taking and more economical.

Telephone talks are also more effective in some cases than the written messages. Something difficult to say in face-to-face interview, can be easily said on telephone. The time that phone calls save to handle certain inquiries and business is valuable for both the callers and the respondents. Business may also sell goods and services through telephone calls. It is a medium, which helps contact more customers, more frequently at lower cost, and earns money from sales. The telephone is therefore, useful in saving money, time and labour, and increasing efficiency and revenue.

Suggestions for effective telephoning:

Telephoning to be effective requires: (a) preplanning by the caller, and (b) desirable behavior during conversation by the conversing persons.

Preplanning:

Before calling, the caller should:

i. Know the specific purpose of the call.

ii. Know the person to be called.

iii. Consider the best time to phone.

iv. Plan the opening statement.

v. Jot down the questions to be asked.

vi. Have paper and pen handy for note taking, and

vii. Place near the phone any figures, file, correspondence or whatever may be necessary for reference.

Desirable behavior during conversation:

Called should:

i. Confirm whether the desired person or office has been connected.

ii. State the purpose of the call at the beginning.

iii. Summarize the main points before closing, and

iv. Thank the listener and let him / her hang up first.

Respondent should:

i. Respond promptly with a clear pleasant voice.

ii. Greet the caller by saying “ASSALAM-O-ALAIKUM” and mention at the beginning his or her (respondent’s) name ad office.

iii. Answer all questions asked.

iv. Give extra information if relevant.

Both Persons should:

i. Smile, because the tone of a smiling speaker’s voice sounds pleasant although he / she are not seen.

ii. Try to make the conversation interesting.

iii. Listen without interrupting the other person.

iv. Listen for the tone of the other person’s voice.

v. Hold the phone mouthpiece about 1⁄2 inches from lips.

BUSINESS COMMUNICATION II NOTES

 Click on the topic you want to learn / know more about

MODULE 1

PRESENTATION SKILLS

4 principles of effective presentation

Presentations

Body language when presenting

Effective use of OHP

Effective use of Transparencies

How to make a Powerpoint Presentation

MODULE 2

GROUP COMMUNICATION

Interviews: Group Discussion, Preparing for an interview, Types of Interviews - Selection, Appraisal, Grievance, Exit.

Meetings: Need and Importance of Meetings, Conduct of Meeting and Group Dynammics Role of Chairperson, Role of Participants, Drafting of Notice, Agenda and Resolutions

Conference: Meaning and Importance of Conference, Organizing a Conference, Modern Methods: Video and Tele Conferencing

Public Relations: Meaning, Functions of PR Department, External and Internal Measures of PR

MODULE 3

BUSINESS CORRESPONDANCE

Letter writing formats

Trade Letters: Order, Credit, and Status Enquiry, Collection (just a brief introduction to be given)

In detail - Letters of Inquiry,

Common commercial terms used in Letter of Inquiry

Letters of Complaint, 

Claims, 

Adjustment Sales Letters, 

promotional leaflets and fliers, 

Consumer Grievance Letters, 

Letters under Right to Information Act

MODULE 4

LANGUAGE AND WRITING SKILLS

Reports: Parts, Types, Feasibility reports, Investigative Reports

Summarization: Identificaiton of main and supporting sub pooints. Presenting these in a cohesive manner. 

COMMON COMMERCIAL TERMS USED IN LETTERS OF INQUIRY

 

COMMON COMMERCIAL TERMS USED IN LETTERS OF INQUIRY

As is where is	Goods are to be picked up in the condition in which they are
Carriage paid (C.P.)	The delivery of the goods is the responsibility of the seller
Carriage Forward (C.F.)	The cost of the delivery of the goods is to be paid by the Buyer
Cash Discount (C.D.)	A discount in the rate which is allowed by the seller to motivate the buyer to pay within the specified time
Cash on Delivery (C.O.D.)	Cash payment for the goods must me made on delivery of the goods
Cash with Order (C.W.O.)	Cash payment for the goods must be made that the time of placing the order
Documents on Payment (D.P.)	Documents of the goods will be handed over only when the bill amount has been paid in full
Ex Factory	The price of the goods at the factory
Ex Warehouse	The price of the goods at the warehouse
Markings	The instruction on the container such as ‘fragile’, ‘this side up’ ‘handle with care’, etc.
Price Current	The rates applicable on the day on which they have been quoted
Trade Discount (T.D.)	The discount given by one seller to another

 

TYPES OF LISTENING

Listening is the conscious processing of the auditory stimuli that have been perceived through hearing.

Listening differs from obeying. Parents may commonly conflate the two, by telling a disobedient child that he "didn't listen to me". However, a person who receives and understands information or an instruction, and then chooses not to comply with it or to agree to it, has listened to the speaker, even though the result is not what the speaker wanted.

TYPES OF LISTENING

1. DISCRIMINATIVE LISTENING :

Discriminative listening is the type of listening, whereby the difference between difference sounds is identified. 

If listener cannot hear differences, then they cannot make sense of the meaning that is expressed by such differences.

People learn to discriminate between sounds within their own language early, and later are unable to discriminate between the phonemes of other languages. This is one reason why a person from one country finds it difficult to speak another language perfectly, as they are unable distinguish the subtle sounds that are required in that language.

Likewise, a person who cannot hear the subtleties of emotional variation in another person's voice will be less likely to be able to discern the emotions the other person is experiencing.

Listening is a visual as well as auditory act, as we communicate much through body language. We thus also need to be able to discriminate between muscle and skeletal movements that signify different meanings.

 

2. COMPREHENSION LISTENING :

This listening is to make sense of the sounds . To comprehend the meaning requires first having a lexicon of words at our fingertips and also all rules of grammar and syntax by which we can understand what others are saying.

The same is true, of course, for the visual components of communication, and an understanding of body language helps us understand what the other person is really meaning.

In communication, some words are more important and some less so, and comprehension often benefits from extraction of key facts and items from a long spiel.

Comprehension listening is also known  as content listening, informative listening and full listening.

3. CRITICAL LISTENING :

Critical listening is listening in order to evaluate and judge, forming opinion about what is being said. Judgment includes assessing strengths and weaknesses, agreement and approval.

This form of listening requires significant real-time cognitive effort as the listener analyzes what is being said, relating it to existing knowledge and rules, whilst simultaneously listening to the ongoing words from the speaker.

 

4. BIASED LISTENING :

Biased listening happens when the person hears only what they want to hear, typically misinterpreting what the other person says based on the stereotypes and other biases that they have. Such biased listening is often very evaluative in nature.

 

5. EVALUATIVE LISTENING :

In evaluative listening, or critical listening, listener make judgments about what the other person is saying. They seek to assess the truth of what is being said and also judge what they say against our values, assessing them as good or bad, worthy or unworthy.

Evaluative listening is particularly pertinent when the other person is trying to persuade , perhaps to change the behavior and maybe even to change the beliefs. 

Within this, person also discriminate between subtleties of language and comprehend the inner meaning of what is said. 

Typically also we weigh up the pros and cons of an argument, determining whether it makes sense logically as well as whether it is helpful to us.

Evaluative listening is also called critical, judgmental or interpretive listening.

 

6. APPRECIATIVE LISTENING : 

In appreciative listening, we seek certain information which will appreciate, for example that which helps meet our needs and goals. We use appreciative listening when we are listening to good music, poetry or maybe even the stirring words of a great leader.

 

7 .SYMPATHETIC LISTENING :

In sympathetic listening we care about the other person and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys.

 

8. EMPATHETIC LISTENING :

When we listen empathetically, we go beyond sympathy to seek a truer understand how others are feeling. This requires excellent discrimination and close attention to the nuances of emotional signals. When we are being truly empathetic, we actually feel what they are feeling.

In order to get others to expose these deep parts of themselves to us, we also need to demonstrate our empathy in our demeanor towards them, asking sensitively and in a way that encourages self-disclosure.

 

9. THERAPEUTIC LISTENING

In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but also to use this deep connection in order to help the speaker understand, change or develop in some way.

This not only happens when you go to see a therapist but also in many social situations, where friends and family seek to both diagnose problems from listening and also to help the speaker cure themselves, perhaps by some cathartic process. This also happens in work situations, where managers, HR people, trainers and coaches seek to help employees learn and develop.

 

10 .DIALOGIC LISTENING :

The word 'dialogue' stems from the Greek words 'dia', meaning 'through' and 'logos' meaning 'words'. Thus dialogic listening mean learning through conversation and an engaged interchange of ideas and information in which we actively seek to learn more about the person and how they think.

Dialogic listening is sometimes known as 'relational listening'.

 

11. RELATIONSHIP LISTENING :

Sometimes the most important factor in listening is in order to develop or sustain a relationship. This is why lovers talk for hours and attend closely to what each other has to say when the same words from someone else would seem to be rather boring.

Watch the video by clicking the link: TYPES OF LISTENING

Relationship listening is also important in areas such as negotiation and sales, where it is helpful if the other person likes you and trusts you.

ELECTIONS IN INDIA

India is a democracy and has a parliamentary system of government. Our country has a federal set up – Parliament at the center and legislative assemblies at the state level. (The third level of Panchayat Raj has been added – 1992)

The Parliament and legislative assemblies are law making bodies. The Indian Constitution provides for election on the basis of territorial constituency. Under this system the country is divided into constituencies. A single candidate is elected from each constituency.

The Constitution has given every adult Indian a right to vote i.e. we have universal adult suffrage. The candidate with the highest number of votes is elected. The age of voting is lowered to 18 years. In a democracy, people decide who shall be their representative by the exercise of franchise. The exercise of franchise by citizens is known as elections. A person who has the right to vote is called a voter. Collectively all the voters form the electorate.

The election to the office of the President is indirect. The president is elected by the members of our electorate college which consists of:

1.    Elected member of both houses of parliament

2.    Elected members of the legislative assemblies of all states.

The President is elected in accordance with the system of proportional representation of a single transferable vote. He holds office for a term of five years.

Election to the office of Vice President takes place in a similar manner except that here the electoral college consists of only elected members of both houses of parliament.

For conducting elections in a fair manner, the Indian Constitution has made provisions for an independent election machinery. The commission is headed by the Chief Election Commissioner. He/She has officers to assist him/her.

The essence of Parliamentary Democracy is Party Government. The election commissioner has the right to recognize political parties for allotment of symbols. It recognizes parties either as All India Parties or State Parties. A party which is recognized in four of more states enjoys the status of a National Party and that which is recognized by less is a State Party.

To be recognized as a party:

-          A Party should secure at least 6% of the total votes cast in each state

-          A party will not be recognized if it contains a name of a living person

A person convicted for crime will not be allowed to contest elections.

Election malpractices:

-          Appeals to religion, caste, etc.

-          Terrorism

-          Booth capturing

-          Selection of unsuitable candidates

-          Use of money / financial power

INTERGROUP CONFLICTS

Def: A group is ‘a number of people who share some common characteristics’.

Characteristics of groups

A feeling of unity among members is essential to form a group. The members of a group treat each other as their own and a sense of fellowship between them develops naturally.

A sense of ‘we’ feeling among members develops among members of a group, whereby they help each other and defend themselves collectively against harmful elements. They treat others as outsiders.

A group is characterized by common ideals, interests and values of life, shared by its members and this similarity or commonness promotes unity among them.

A group is marked by the similarity of behavior of its members. Each group has certain customs, social norms and procedures that are acceptable to its members. Members violating them are punished. Thus, group has control over actions of its members.

 

Some suggestions to minimize Intergroup conflict

Intergroup conflicts lead to serious social and political disorders threatening even the vital interests of the nation. Therefore, every citizen of India must find ways and means to resolve such conflicts.

Social thinkers have suggested three methods

Cooption – To coopt means to add. If two groups do not agree on a certain issue, members of the dissenting group are absorbed in the dominant group through what is called as cooption. When the dissenting members get an opportunity to express their views and understand the other groups point of view, it is comparatively easy to resolve the conflict.

Accommodation – means willing to oblige the other or readiness to listen to the other’s points of view and to accept the solution if found satisfactory. Conflicting parties can resolve their conflicts by accommodation each other’s demands, views and claims.

Cooperation – is the basis of social life. Since no one is totally self-sufficient, one has to seek the help of others to achieve ones goals and satisfy ones needs. Human beings cooperated with each other to achieve common and diverse goals. Cooperation helps to achieve our objectives more effectively and efficiently by working together. It creates positive human relations and bonds of interdependence between the cooperating parties. By cooperating with each other we also derive social and psychological benefits such as feeling of security.

The forces of communalism, casteism, linguism and regionalism have been thwarting progress in the direction of building a strong and prosperous India based on ideals of democracy, secularism, social and economic justice. These forces can be overcome only by inculcating in Indian people faith in the ideals of national unity, secularism, equality, or more balanced economic policy.

 

COMMITMENT

Commitment to Self: Most people fulfill their need to work, to get monetary benefits so that they and their families can live in comfort. Work also enhances their self-esteem and adds meaning to life.

To achieve the goals one has set, knowledge of self is important. Introspection and self analysis will give a clear understanding of potential and abilities and also of strengths and weaknesses. The self-image is to be created based on realistic evaluation of oneself, value system and accurate expectations from himself and what he will be able to achieve.

Once the individual is aware about himself, he is in a position to make meaningful contributions to the organization and commitment to himself.

Commitment may be of two types:

GROWTH ORIENTED COMMITMENT	COMFORT ORIENTED COMMITMENT
-          Prefers challenging work	-          Prefers routine work
-          Prefers shouldering responsibility	-          Avoids responsibility
-          Objective in attribution	-          Subjective in attribution
-          Do not expect loyalty from others	-          Expect loyalty from others
-          Motivation is high	-          Motivation is low
-          Drive satisfaction from higher order needs	-          Higher order needs make them uncomfortable
-          Do not use authority	-          Use authority
-          Doing one’s best is the philosophy of life	-          Eat, drink & be merry is the philosophy of life
-          Prefer multidirectional communication	-          Prefer unidirectional communication
-          Realistic self esteem	-          Unrealistic self-esteem
-          High stress tolerance	-          Low stress tolerance
-          Prefer self-direction in decision making	-          Prefer external control in decision making

 

The growth-oriented person not only provides for his own growth, but helps his subordinates as well

 

Commitment as a student

The life of a student is carefree and devoid of major responsibilities except to him/herself and his/her studies. This is a period where one’s loyalties should lie with studies as this is laying the foundation for the future. The structure of one’s career and future life depends on one’s performance. Doing well in school and college also gives a sense of pride to one’s parents. Assessing one’s potential and following ones aptitude is equally essential.

School and college instill discipline, sense of integrity and responsibility int eh student. Commitment as a student means giving off the best to the institute in all respects. Being creative and proactive in ones behavior at the student stage will help face future problems and responsibilities in the same manner.

Commitment to work or task

The right kind of work can lead to satisfaction, opportunities for achievement, new experiences and personal growth of the individual.

Three psychological states influence commitment to work

-          Experienced meaningfulness – work must be seen as important, valuable and worthwhile.

-          Experienced responsibilities – the person must feel responsible and accountable for the results of the work performed

-          Knowledge of results – feedback must be received on a fairly regular basis concerning how effectively the work is performed.

Commitment to work can also be increased by job enlargement, job enrichment and job rotation.

Job enlargement broadens the scope of workers’ job. Job enlargement reduces boredom, expands feelings of responsibility and meaningfulness and increases satisfaction.

Job enrichment adds responsibility. Through job enrichment, autonomy, responsibility and control become part of a worker’s job. This in turn leads to greater satisfaction, higher motivation and increased productivity.

Job rotation is often used to alleviate the ill effects of boredom and frustration experienced by workers in performing simple jobs.