KPIT Cummins

Global Business
Solutions

Effective Business
Communication Skills

1
We Value our
April 15, 2025 Version Presenter:
Objectives
 To enable participants to be better communicators

 To make the participants aware of the aspects and techniques of

effective communication

 Create awareness of the competency and skills necessary for

improved communication

 Importance of Business Writing Skills

 Aspects of Assertiveness

 To enable participants to communicate effectively over the phone

 Conference Call Etiquette

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Definition

What is Communication?
 Communication is a two way process in which information is
conveyed or exchanged between two people or terminals.

 Business communication is the giving and receiving of

feedback between individuals and/or groups for the purpose
of exchanging information and altering or enhancing
performance

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The Goal Of Communication

To change behavior

To get and give

To get action
Information

To persuade To ensure understanding

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Effective Communicator
The qualities required for an Effective Communicator are:

 Confidence
 Conviction
 Enthusiasm

Business Communication must be:

 Brief
 Well-designed
 Precise
 Specific
 Short
 Clear
 Understandable & comprehensive

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Barriers to Understanding or Listening
• What causes distortion or the barriers to understanding/listening?

Assumptions

Defensiveness

Close

Environmental mindedness
Distractions: These
include cell
phones, music Pride
players, TV,
portable gaming
consoles and Discussion
others. Vs. Competition

Trying to
Impress

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How can we improve our listening skills?
• The Secret of effective communication is LISTENING.

1. Concentrate
2. Take Notes
3. Ask Questions
4. Reflect and Summarize
5. Check the accuracy of your understanding
6. Stay Clear of making Assumptions
7. Keep an Open Mind
8. Avoid Interrupting
9. Listen Between the lines
10. Maintain eye contact

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Other Important Aspects of Communication

PARAPHRASING
PARAPHRASING
SUMMARIZING
SUMMARIZING
Restating
Restatingwhat
what
another
another hassaid
has said Pulling
Pullingtogether
together
in
inyour
yourown
own the
themain
mainpoints
points
words
words of
ofaaspeaker
speaker

QUESTIONING
QUESTIONING
Challenging
Challenging
participants
participantstoto
tackle
tackle&&solve
solve
problems
problems

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Paraphrasing
Paraphrasing…try it out!

Use initial phrases such as:

 In other words…
Paraphrasing is simply restating  I gather that…
what another person has said in
your own words.  If I understand what you
are saying…
 What I hear you saying
is…
 Pardon my interruption,
but let me see if I
understand you
correctly…

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Summarizing

Try out these summarizing phrases: Summarizing pulls important

ideas, facts or data together
“If I understand you correctly, to establish a basis for
your main concerns are…” further discussion and/or
review progress.
“These seem to be the key
ideas you have expressed…”

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Communication Methods
• Face - to - Face

PR CONs
O
s
More Direct More uncomfortable with
difficult topics
Includes non-verbal actions

Preferred by most people Feel the need to respond

immediately (reactive
answers)

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 Other Helpful techniques to foster
communication

Nod Your Head Repeat the last

word or two of the
prior speaker

Keep an open
Maintain eye
body position
contact

Repeat a sentence
or part of one
Make encouraging
statements

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 KPIT Cummins
Global Business
Solutions

Business Writing Skills

13
We Value our
April 15, 2025 Version Presenter:
Importance of Grammar

•Proper grammar and spelling are part and parcel of projecting

professionalism.

•There's no real argument to suggest otherwise.

•All things being equal, published material which contains typos or

similar errors conveys a less professional image than material that
doesn't have such errors.

•Grammatical Errors may indicate that the

writer is:

"linguistically challenged" or less educated,

sloppy or lazy and disorganized.

14 April 15, 2025 Version Presenter:

Business Writing Tip # 4

Do more with less

The paragraph below
contains 70 words. Can you
Here is a 30-word
cut it down to 35 words or
revision:
less?
This document explains the
This document is for the
inventory process in detail.
purpose of giving the reader a
It describes our usual daily
detailed explanation of the
and weekly activities. We
inventory process. It describes
also have prepared a two-
the activities we currently do in
page overview to introduce
the majority of instances on a
the process to temporary
daily and weekly basis. In order
employees.
to provide an introduction to
the process for employees who
work on a temporary basis, we
also have prepared an
overview, which describes the
highlights of the inventory
process in just two pages.

15 April 15, 2025 Version Presenter:

Business Writing Tips

Do more with less

To lighten up your sentences, watch for heavy phrases like these:
for the purpose of = for
the majority of = most
in order to = to
provide an introduction = introduce
on a daily basis = daily
on a regular basis = routinely

When you finish writing a paragraph or a page, imagine it needs to

be one-third shorter because of space constraints. Then see how
many words you can cut. You’ll probably be surprised about the
excess baggage your sentences are carrying. And your readers will
thank you.

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Expression of opinions in business writing

•These terms are used to introduce an

•opinion, either for or against:
•I think……
•I feel……..
•I believe…….
•As I see it……..
•In my opinion…….
•As far as I'm concerned……
•My point of view is that…….
•In my view……..
•It seems to me that……..
•I figure that…….
•From my point of view…….

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Avoid

•You obviously did not read/hear

• I believe it was…

• You have to
• If you could please

• I don’t know
• I need to confirm this..

• I told you last time

• As discussed earlier

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E- Mail Test

• Does it sound like conversation?

• If you wouldn’t say it, Don’t write it!

• Can the reader understand what you’ve written on the first read?

• Is the point clear and concise?

• Is it short?

• Is it professional?

19 April 15, 2025 Version Presenter:

 KPIT Cummins
Global Business
Solutions

Aspects of
Assertiveness

20
We value our
April 15, 2025 Version Presenter:
What is Assertiveness?

• It is the ability to honestly express your opinions, feelings, attitudes,

and rights, without undue anxiety

• It is not aggressiveness, it’s a balance between being a bully and a

doormat

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What is Assertiveness?

• Standing up for one's rights no matter what the circumstance. Correcting

the situation when one's rights are being violated

• Seeking respect and understanding for one's feelings about a particular

situation or circumstance

• Interacting in a mature manner with those found to be offensive,

defensive, aggressive, hostile, blaming, attacking, or otherwise
unreceptive

• Verbal "I" statements, where individuals tell others how they feel about a
situation, circumstance, or the behavior of others

• A healthy style in which to conduct interpersonal relationships

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What is Assertiveness?

• Being able to protect one's rights while protecting and respecting the
rights of others

• Risk-taking behavior that is not ruled by fear of rejection or disapproval

but is directed by the rational belief that "I deserve to stand up for my
rights"

• Rational thinking and the self-affirmation of personal worth, respect, and

rights

• Taking the risk of being misunderstood as being aggressive, abrasive or

attacking

• Creating a "win-win" solution in handling problems between two

individuals

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Assertive Versus Non Assertive Behavior

• Non Assertive Behavior = Passive and Aggressive Behavior

• Many people are concerned that if they assert themselves others

will think of their behavior as aggressive

• Assertive people state their opinions, while still being respectful of

others

• Aggressive people attack or ignore others' opinions in favor of

their own

• Passive people don't state their opinions at all

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Why assertiveness is important:

Assertiveness helps you

to:
• Manage Temper/Violence. If you can’t express
anger appropriately, it builds up until it blows

• Keep away from anxiety, which leads to

avoidance

• Maintain honest relationships with others

• Non-assertive people are often unable to express

emotions of any kind, negative or positive

• Improve self confidence

‘Let us think of some

more’
25 April 15, 2025 Version Presenter:
Selective Assertiveness

 It’s a lot easier being assertive with a stranger than with someone
you love who might get angry

 It’s a lot easier being assertive with a sub-ordinate than with

someone your superiors

 The more important the relationship, the more important it is to be

assertive

 Assertive behaviors lead to increased respect from others

26 April 15, 2025 Version Presenter:

How to be effectively assertive:

 Face the other person, be sure

you have a pleasant but serious
facial expression, keep your
voice calm and soft

 Use “I” statements. Keep the

focus on the problem you have,
not on accusing or blaming the
other person. Example: : I’d like
to be able to speak without
interruption.” instead of “You’re
always interrupting me!”

27 April 15, 2025 Version Presenter:

Special Tools / Techniques for difficult situations:
• Broken record: Keep repeating your point, using a low level,
pleasant voice. Don’t get pulled into arguing or trying to explain
yourself

• Fogging: This is a way to deflect negative, manipulative

criticism. You agree with some of the fact, but retain the right to
choose your behavior

• Defusing: Letting someone cool down before discussing an

issue

• Specificity: It’s really important to be clear about what you

want done

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