Instructor:

School Term: 2019 – 2020 Date Covered: March 16-31,

2020
Subject Code and Title: Business Communication (BCOM 313)
Topic Title: Skills for Talk-ins and Quality Circles
Discussion

10 Good Communication Skills You Absolutely Must Know

1. Body language

Your body language speaks volumes before you ever open your mouth. How you stand, your
facial expression, and your eyes tell a story and create the very first impression others have of
you. It doesn't matter how powerful your words, if you don't appear confident and friendly,
people will assume you aren't.

Become aware of your body language, and begin to make changes. Look others in the eye
when you speak. Smile frequently (and appropriately). Offer a firm handshake or a warm hug
(with friends and family). Stand up straight and hold your head high with your shoulders back.
Don't cross your arms or legs in a defensive posture.

2. Active listening

Good communication isn’t just about talking or using body language. It’s about listening well
to others. By becoming a better listener, you can improve your relationships and social
interactions, as well as your ability to influence, persuade and negotiate.

Active listening involves consciously hearing beyond just the words spoken. It’s mindfully
paying attention to the complete message being sent. Focus intently on the speaker, and try
not to get distracted. Notice the speaker’s body language. Use your own body language to
show you’re listening by nodding and smiling appropriately. Offer feedback and thoughtful
comments.

3. Conflict resolution

Conflict is inevitable in any relationship, and learning how to handle conflict in healthy ways is
essential to making a relationship work.

Many people choose to avoid conflict altogether because they don't want to deal with the
discomfort and pain. This only causes resentment and misunderstandings. When conflict
triggers strong emotions, often a deep-felt unmet need is at the root of the problem. The
needs and feelings of both parties must be respected and considered.

4. Authenticity

People can sniff out phoniness and affected behavior a mile away. When you try to pretend
you're someone you're not or put on false airs, it's an immediate turn-off. People also notice
when you create a wall around yourself for protection or disengagement. You can't create
connection or intimacy in any relationship when you build walls or put on an act.

Authenticity means you are free to be real and can show others who you are with all of your
perceived flaws. Being authentic can be uncomfortable, so start by defining exactly who you
are and what you value. You can practice speaking from the heart, showing vulnerability in
small ways, and sharing personal experiences that others can relate to.

5. Emotional intelligence
Emotional intelligence is our ability to understand, interpret, and respond to the emotions of
The main objective of the Quality circle 3) Generate alternative solution: On the
The objectives of the Quality Circle are as basis of various causes the alternative
follows (Gaikwad and Gaikwad, 2010) solutions are generated.
4) Selection of best solution: The best
QUIZ: 10 Good Communication Skills You Absolutely Must Know

Instruction: Answer the following questions.

 Which among all the 10 Good Communication Skills you lack the most and why?
 What can you do, to improve it? List down at least 5 ways to improve that skills.
  Which among all the 10 Good Communication Skills you think you are good at and why?
 Why should you develop good communication skills? Answer in essay format.

ACTIVITY: Quality Circles

Individual Activity (Supposed to be by group)

Instruction: Practice Quality Circle by coming up with an action plan in regards with home
quarantine violators. Follow the Quality circle implementation process.

Rubric:

 Issue description and importance – 25 %

 Current action and organizations – 25 %
 Action Proposal – 35 %
 Presentation – 15 %

Topic Title: Skills for Business Meetings Briefings and Conference

Discussion:

Business Meeting Etiquette As long as you get about 80% of who you need,
you’re doing well.
1. Dinner jacket or Dinner on your jacket
4. The 37-minute meeting agenda
First, decide how formal your meeting will be.
Prepare a meeting agenda in advance and circulate
Advance warn attendees about special this to your attendees - remember that meetings
requirements, for example, dress code, to ensure can come in all different durations, so get people’s
people understand what’s expected and can attention by having weird duration meetings.
prepare accordingly.
Meetings that start and finish on time (or even
2. Too many chiefs… early!), and achieve all objectives outlined in the
agenda will be appreciated by all and will increase
There is a skill in inviting the right people to a
your chance of a better meeting next time.
meeting.
5. Empty barrels make the most noise
Only invite bosses, and the work will never be
done, so make sure you invite the right mix of Good facilitation skills are important when you
decision-makers, experts, implementers and have people fond of their own voice.
stakeholders to enable post-meeting action.
Use meeting ground-rules to help avoid speaking
3. But too many cooks spoil the broth for the sake of speaking.

The flip side to inviting the right mix of people is Or maybe don’t invite them in the first place! How
that you may end up with an overflowing meeting about introducing stand-up meetings?
room.
Brilliant for daily catch-up or review meetings, as
conversations shorten when legs tire.

6. Stop violent agreement

And here’s another reason why this is a great idea… and another and another.

Do you really need to waste time violently agreeing with each other?
It might be fun, but get consensus and move on.

7. AOB

Let’s be blunt - Any Other Business can also mean Any Old Bull unless you keep tight hold of the halter.

Ask for AOB points at the start of the meeting and only give them air time if there is time.

Check if any points have already been covered, then get the group to prioritise each AOB point and put a time
limit on them

Communication in the Workplace on holiday, identify an alternate number where

someone can receive assistance.
Email Etiquette
7. Avoid personal calls.
1. Keep messages clear and brief.
Effective Introductions
2. Use proper English, spelling and grammar. Avoid
email specific abbreviations (i.e. BTW, ICWUM, 1. Stand up (or rise as much as you can).
etc.).
2. Move towards the person, establish eye contact
3. Return emails promptly – within one business and smile.
day.
3. Shake hands.
4. Include a subject line to clearly identify the
purpose of your message. 4. Great the other person and repeat his/her name.

5. Review the content of your email prior to 5. Unless otherwise told, address individuals by
sending it out. You cannot retrieve your message their titles and last name (i.e. Mr. Smith, Ms.
once it is sent. Jones).

6. Avoid sending jokes and other personal emails If you forget a person’s name when introducing a
through your workplace email - you may be third party: “I am terribly sorry but I have forgotten
monitored. your name” or “I remember meeting you but
cannot recall your name”.
Telephone and Voice Mail Etiquette
Verbal Communication
1. When calling someone, be prepared. Identify
yourself and the purpose of your call. Be conscious Every encounter offers a chance to impress the
of the other person’s time. other person. Keep in mind that:

2. When leaving a voice mail message, include • Someone who talks too much may be seen as
your name, phone number and briefly mention the nervous or insensitive
purpose of your call. Speak clearly.
• Someone who ignores others could be considered
3. Answer voice mail messages promptly - within snobbish
one business day.
• Someone who only discusses work may come
4. When answering calls, identify yourself across as limited
immediately.
Make sure you find a professional balance during
5. Do not place callers on hold for more than a few your interactions with colleagues and clients.
seconds.
Safe topics for small talk include weather, traffic,
6. Keep your personal voice mail message current sports, non-controversial current events (i.e. the
(ideally, identify yourself, your department name, Oscars), travel.
the date and why you cannot be reached). When
Avoid slang and foul language. Be careful with they know to be proper behaviour. Knowing this
humour and sarcasm. Do not express your opinions will make your dealings with co-workers and clients
on politics, religion, culture, and ethnicity. more successful. In fact, this is a highly valued skill
in the workplace – cultural competence – that is,
When addressing superiors, colleagues or clients, the ability to operate effectively in cross-cultural
follow the norms of the workplace (first name only situations.
or title and last name, i.e. Mr. Smith).
Personal Space
Non-verbal Communication
People have an invisible bubble of space around
Body language communicates more than what you them that is a form of personal territory. The size
say. Gestures, facial expressions, posture and of the space expands or contracts depending on
physical contact are also powerful forms of level of intimacy, situation, and cultural
communication. background. About 2 feet is acceptable for
business interactions in Canada.
Maintain eye contact and avoid distracting
mannerisms such as: Privacy and Feelings

Scratching or picking at yourself, tugging or Do not start or encourage office gossip. Spreading
playing with hair, combing hair in public, drumming rumours about co-workers can be harmful. When a
fingers, picking or biting fingernails, tapping feet, colleague confides in you, show respect by keeping
applying makeup or nail polish in public, picking the conversation private.
teeth, fidgeting, yawning, clicking pens, chewing
gum. Work Space/Shared Areas

Respecting Others Respect other people’s space and property. Always

ask permission to enter an office, borrow, move, or
Diversity use equipment/items/snacks. Return borrowed
items promptly and in good condition. When using
Canadian workplaces are made up of people from
someone else’s space, clean up after yourself when
many different backgrounds. You will find yourself
leaving.
working amongst others of various cultures,
religions, beliefs and abilities. To be successful in Time
an increasingly global economy and diverse social
climate, it is important to value this diversity and Your punctuality and/or ability to meet timelines
conduct yourself in a manner that aligns with the affect everyone in your workplace. Arrive on time
principles of equity and inclusion. Try to or early for work and meetings. Respect all
understand what motivates people’s behaviours as timelines for work assignments – your tardiness or
well as your own in order to ensure a cohesive request for extensions could impact other people’s
work environment. Respect that others are work.
different from you, that you are different from
them, and understand that valuing these
differences are important to an effective group
dynamic.

Although this document contains tips on typical

Canadian business etiquette, remember that there
will be many people in the workplace who will be
otherwise influenced by their own background or
beliefs. In cases where people do not conform to
the “rules” stated here, they may not be simply
rude, but may be acting in accordance to what

QUIZ
INSTRUCTIONS: Read the following statements carefully. Write Yes if the statement is true and Yay if the
statement is false.

Ans Statements
1. When answering calls, identify yourself immediately.
2. Sending jokes and other personal emails through your workplace email would help you build
relationships with your workmates.
3. Avoid personal calls.
4. Greet the other person and but do not repeat his/her name.
5. Safe topics for small talk include weather, traffic, sports,controversial current events, and travel.
6. Combing hair in public, drumming fingers, tapping feet, applying makeup or nail polish in public is
okay.
7. When addressing superiors, colleagues or clients, follow the norms of the workplace (first name
only or title and last name, i.e. Mr. Smith).
8. When a colleague confides in you, show respect by keeping the conversation private.
9. Do not express your opinions on politics, religion, culture, and ethnicity.
[Link] emails promptly – within one business day.

Quiz 2. Read each statement carefully. Choose the letter that best describes your answer. Write your answer
on the space provide.

1. You pass a co-worker in the hallway and he asks “How are you?”. You respond by:

a. Telling him that your back has been hurting you and you have a cold

b. Saying “Fine, thanks”

c. Explaining that you are tired and stressed out in your job

2. Canadians value closeness and friendliness. It is appropriate to stand close to a business contact and

frequently touch his/her arm while talking.

a. True b. False

3. A co-worker comes to your office to introduce you to a friend of his. You:

a. Smile and nod

b. You stand up, establish eye contact, smile and shake his hand

c. Wave and tell him how happy you are to meet him

d. Give him a “high five”

4. You have a meeting with a colleague from a different department scheduled for 10:00am. You’ve
spoken to the receptionist and you have been waiting outside the colleague’s office for a while and it is
now 10:05. You want to make sure the person knows you’re there. You:

a. Peek your head in the doorway and say “Excuse me”

b. Stand near the door where your colleague will see you

c. Continue to sit and wait

d. Enter the office confidently, introduce yourself and remind them you have a 10:00 am meeting.

5. After a meeting with a contact, in order to express your thanks, it is appropriate to:

a. Send him/her a small box of chocolates with a note

b. Drop by the office and give him/her a hot cup of coffee

c. Send a dozen red roses to his/her home

d. Send a thank you letter

6. When meeting a contact of the opposite sex the man should wait for the woman to initiate the
handshake.

a. True b. False

7. When breaking the ice with a contact at the beginning of a meeting it is appropriate to discuss such
things as

the weather, politics and traffic.

a. True b. False

8. When corresponding with a business contact by email you should:

a. Be as formal as if you were writing an actual letter on paper

b. Be a little more informal to appear up-to-date with technology and the trend towards a relaxed work

atmosphere

9. It is acceptable to leave on your personal cellular phone during office hours and answer it when it
rings.

a. True b. False

10. A co-worker shares office gossip/rumors with you. You:

a. Thank him for telling you and pass the stories on

b. Check out the facts with other employees

c. Politely listen and keep the information to yourself