Business Communication

Module – 8
Ms. Archana Vijay
Topics to be covered
Meetings – Planning Meetings, Objectives,
Participants, Timing, Venue of meetings,
Leading Meetings

Media Management – The Press release,

Press conference, Media Interviews

Seminars – Workshops – Conferences

Business Etiquettes
Meetings
Meetings refer to an assembly of persons who come together
and deliver on topics and issues of communicable interest.

Meetings facilitate the following :

Exchange of Information.
Articulation of alternative viewpoints.
Delivering on specific issues.
Removal of misconceptions.
Elaboration and clarification of concepts and ideas.
Finalization of plans and strategies.
Review of performance.
Objectives of Meetings
To save time in communication.
To instruct a group for a specific purpose or briefing.
To discuss and solve problems relating to business.
To resolve conflicts, confusion and disagreement
among target groups.
To give and get new ideas and immediate reactions.
To generate enthusiasm and positive attitudes.
To arrive at consensus on issues of concern.
To learn from others and to train them.
 Ten Golden Rules of Meeting
Itshould be convened only when essential.
Meetings should have time schedule and must begin and end
on time.
Should be convened only when no telephonic discussion is
possible.
Must have clear and specific agenda and sub-agenda.
Must have clear objectives.
Time limit should be specified for each item of the agenda and
sub-agenda.
The notice of the meeting should be sent well before the
meeting, to those who are required to attend and make useful
contributions.
Contd.
Conclusion of a meeting is summarized so
that each one understands the summary of the
proceedings.
Action oriented minutes should be prepared
and circulated after the meeting.
Meeting should be closed on a pleasant tone.
Conducting Meetings
Preparation for a Meeting
Domestic Arrangements
Where will the meeting be held, i.e. venue?
At what time and date will it be held?
What will be the duration of the meeting?
Who will be invited to attend?
Who will chair the meeting?
Whether lunch/dinner is arranged?

Paperwork
Minutes of the previous meeting and related records.
Reports to be read beforehand along with office notes.
Agenda and related papers.
Written reports or graphics required at the time of the meeting.
Purpose
What do you want to accomplish?
What kind of meeting is it?
Does the leader need to acquire specialist advice on any
subject?
Is the leader conversant with the reason for the meeting?

Support
Is there a need to use advanced visual aids for better
presentation?
Is a written report required?
How much general knowledge and awareness is
required?
Do you use mike or other audio aids?
Code for meetings
Start and end on time.
Be present on time and be prepared mentally.
Establish objectives.
Set an agenda.
Be brief and precise.
Don’t dominate the discussion.
Listen to others.
Encourage participation for ideas.
Don’t interrupt unnecessarily.
Don’t evaluate presentations.
Give full attention to discussions.
Stay close to the subject.
Don’t have side conversations.
Resolve related conflicts and issues.
Record ideas/discussions.
Assess the outcome in the end.
Important Preparatory Points
Agenda – list of items to be taken up for discussion
during the meeting. It provides the reason for
calling a meeting. It should be ensured that there are
adequate numbers of worthwhile issues which need
deliberation at the meeting.

Background Papers – Every important meeting

will have a set of background papers, which are sent
in advance to members who will participate in the
meeting. They relate to items listed in the agenda,
and provide glimpses of the issues involved.
Whom to invite – To be effective, deliberations at the
meeting should involve all concerned functionaries.
Regular members of the committees, wherever formally
constituted, will have to be invited.

Timing and venue – Care should be taken in fixing up

the meeting in a manner that is convenient to most of
the members or participants. A notice, well in advance,
will ensure that participants get adequate opportunity to
schedule or reschedule their engagements. The date and
time should be fixed taking into account holidays, other
important events and functions which may clash with
the meeting dates and time, and make it difficult for
members to choose between one or the other.
Punctuality – Starting the meeting on time, is an area
that calls for conscious effort. Keeping the venue open
and ready well in time, reminding the chairperson and
other members, ensuring that all papers have reached
the participants, table items are placed and all the
invitees are at the venue well before the time.

Time Management – Meetings, which start on time,

end on time and provide adequate time for purposeful
deliberation of all listed items, ensure maximum cost
effectiveness.

Check for meeting – The convener have to invariably

give attention to every small detail and ensure that
everything is in order.
Leading a Meeting
Arrive early and start on time.
Remain impartial and objective.
Restate the purpose and objectives periodically.
Listen attentively to other group members.
Summarize the group’s decisions or progress at
intervals during the meeting.
Diffuse hot controversies with patience and calmness.
End with the summary of the decisions made.
Highlight the action to be taken and decide who is
responsible for it.
Press Release
A press release, news release, media release, or press statement is a
written or recorded communication directed at members of the news
media for the purpose of announcing something claimed as having news
value. Typically, they are mailed, faxed, or e-mailed to assignment
editors at newspapers, magazines, radio stations, television stations,
and/or television networks.
The use of a press release is common in the field of public relations, the
aim of which is to attract favorable media attention to public relations
professional's client and/or provide publicity for products or events
marketed by those clients. A press release provides reporters with the
basics they need to develop a news story. Press releases can announce a
range of news items such as: scheduled events, personal promotions,
awards, news products and services, sales and other financial data,
accomplishments, etc. They are often used in generating a feature story or
are sent for the purpose of announcing news conferences, upcoming
events or change in corporation.
Elements of Press Release
Some of the common structural elements of press release include:
Headline — used to grab the attention of journalists and briefly summarize the news.
Dateline — contains the release date and usually the originating city of the press
release. If the date listed is after the date that the information was actually sent to the
media, then the sender is requesting a news embargo.
Introduction — first paragraph in a press release, that generally gives basic answers
to the questions of who, what, when, where and why.
Body — further explanation, statistics, background, or other details relevant to the
news.
Boilerplate — generally a short "about" section, providing independent background
on the issuing company, organization, or individual.
Close — A symbol "###" has been used after the boilerplate to indicate that the
content ends. In other countries, other means of indicating the end of the release may
be used, such as the text "ends".
Media contact information — name, phone number, email address, mailing address,
or other contact information for the PR or other media relations contact person.
Template of a Press Release
Logo of the Company
Contact Name : For Immediate Release
Tel No. :
Cell Phone :
Email :

Main Title
Sub Title

Body of Press Release

Body of Press Release

Boilerplate

###

If you would like more information about this topic or to schedule an interview with concerned person,
please call --------------- or email --------- ( Ph. No. and email of Personal Relation officer for that
particular event.)
Media Interview
Interview given by a company’s higher
official or by any celerity in front of the
media is called as media interview.

It can be viewed by the public, so the whole

mass can be addressed at one single
instance.
Keys to a Good Interview
Talk in lay terms, using as little professional or technical
jargon as possible. Tell stories and anecdotes that illustrate
your point and give examples.
Keep the answers short.
Think about what you want to say before you speak. Define
two to three main points you would like to make about your
subject. Gather facts, figures, and anecdotes to support your
points. Anticipate questions the reporter might ask and have
responses ready.
Speak in complete thoughts. The reporter’s question may be
edited out and your response should stand on its own. This is
especially important for television interviews.
Never say anything you do not want to read in print, hear on
the radio, or see on television or the internet.
Be confident. You are the expert.
Press Conference
A news conference or press conference is a
media event in which newsmakers invite
journalists to hear them speak and, most often,
ask questions. A joint press conference instead is
held between two or more talking sides.

In a news conference, one or more speakers may

make a statement, which may be followed by
questions from reporters. Sometimes only
questioning occurs; sometimes there is a
statement with no questions permitted.
The purpose of a press conference is to
convene the media, release new information to
them, to highlight an upcoming action, or call
on Congress or another official to take action
on your issue.
Generally, there are two types of press
conferences - reactive and proactive. Reactive
press conferences respond to breaking news,
and proactive ones are done at your initiative to
create or announce a story. It is important to
make sure you have "news" to deliver.
Otherwise, you risk damaging your reputation
as a credible news source.
Tips for organizing a Press Conference
Always send out press advisories to your media list ahead of time. A few days before
your event is a good rule of thumb.
Make reporter turnout calls to encourage participation and coverage on the day before
and day of the event.
Line up your speakers in advance (no more than 4), review their statements, and have
them approve any quotes attributed to them in the press release. The press release is
distributed at the press conference, not before. Otherwise the press will not need to
come to your event! Keep them waiting for your news!
Make sure everyone understands their role and the message.
Designate a moderator and create a detailed agenda.
Select a site that is convenient and easy to access and, if possible, is relevant to your
issue. Make accommodations for rain or snow if your event is out doors.
Make sure the room is equipped for the broadcast media, for example electrical
outlets and a multi-box. (A multi-box is what the sound techs plug their microphones
into.) It is recommended that you have a sound or PA system and not megaphones.
Have chairs for the reporters, a podium, and a microphone if necessary, coffee and/or
food.
Create press kits with a press release, information on your organization, speaker bios
and background information. Have a press sign-in table with press kits and a sign-in
sheet for reporters.
Have visuals (signs, charts, banner, etc). Put your organization's logo on the podium.
Contact PHR to possibly borrow a banner
On the day of the event:
You should arrive about one hour early to check the room.
Have all your speakers arrive early so they can be briefed on the
agenda, review their talking points and go over possible questions
from reporters.
Start the press conference on time and keep the agenda portion
short and to the point (30 to 45 minutes). Allow ample time for
questions and answers.
The moderator should introduce all participants, work to keep the
press conference on schedule, direct the reporters' questions to the
appropriate person and officially close the press conference.
Ask your speakers to be available for interviews or additional in-
depth questions from the press after the press conference is over.
After the press conference, fax the press release to those on your
media list who did not attend.
Follow-up with reporters who attended the press conference. Ask
them whether they need more information and when the story will
be running.
Seminar
Seminar is, generally, a form of academic
instruction, either at an academic
institution or offered by a commercial or
professional organization. It has the
function of bringing together small groups
for recurring meetings, focusing each time
on some particular subject, in which
everyone present is requested to actively
participate.
Workshop
Workshops combine training, development, team-building,
communications, motivation and planning.
Participation and involvement of staff increases the sense of
ownership and empowerment, and facilitates the development of
organisations and individuals.
Workshops are effective in managing change and achieving
improvement, and particularly the creation of initiatives, plans,
process and actions to achieve particular business and
organisational aims.
Workshops are also great for breaking down barriers, improving
communications inside and outside of departments, and
integrating staff after acquisition or merger.
Workshops are particularly effective for (CRM) customer
relationship management development.
Conference
A conference is a meeting of people that "confer" about
a topic.
Academic conference - in science and academia, a
formal event where researchers present results,
workshops, and other activities.
Business conference- organized to discuss business-
related matters
Athletic conference- a grouping of geographically-
related teams
Conference call- in telecommunications, a "multi-party
call"
Conference hall- room where conferences are held
Business Etiquettes
Handshake
When two men meet each other they shake their hands as a symbol and
sign of meeting. There is a right manner in handshake. There has to be
firm handshake that represents the confidence level of the persons. If a
person presses down the palm of the other person and shakes his hand
it indicates that the person is dominant in nature. On the other hand, if
the person allows his own palm pressed downwards and lets the other
person’s palm upwards it indicates the submissive style of the person.
In the third scenario if both the persons keep their palms perpendicular
to the ground and if both persons plays neutral neither being in the
dominant level nor in the submissive level then it is the right method
of handshake and it indicates win-win or assertive handshake. A
person’s nature can be easily judged by the way he shakes his hand
with others. It becomes the core part of any corporate culture.
INTERVIEW ETIQUETTE:

When going for an interview, the door is to be knocked, and after seeking the permission the
person should enter the interview room. The person should greet the interview panel member
like ‘Good morning Sir/Sirs’ depending upon the time of interview and wait for the
permission to be seated. If there is a woman Interviewing Officer(IO) it is etiquette to greet
her first followed by male members as it is part of the Indian culture to respect women.

After getting the permission to sit, the person should sit with straight posture at the back with
his back touching the chair and without dragging the chair or dragging the feet. No attempts
should be made either to lean forward or to lean too much backward or to sit in totally at an
ease position. The person should sit straight and be alert by keeping both the legs together
with both feet touching on the ground.

When the question is posed, the person should fully wait till the completion of the sentence
by the IO and then reply. No attempts should be made to interrupt or interfere with the
conversation of IO. After listening carefully the person should analyze, process with in his
mind and then should reply appropriately with clear cut thoughts. In case if there are any
differences of opinion, the same should be handled with tact and diplomacy. In case if there
is a need to clarify anything, the same can be asked with a request to speak the same. After
the completion of the interview, thank them and exit the room smartly without any
unnecessary noise.
MOBILE ETIQUETTE:

Now days, mobiles have become both a boon and bane.

Whenever there is an engagement or any hectic or
important activities are going on, the mobile should be kept
in a silent mode. It is not proper to talk over the phone
when important discussion or meeting is in progress. After
the completion of the meeting the calls can be attended as
unattended calls are reflected in the handset. These days,
marketing calls do come frequently and it disturbs the mood
and also the precious time. These are known as unsolicited
calls. The best thing is to cut short such calls by saying, ‘I
will get back to you’ or ‘Can I call you back?
TELEPHONE ETIQUETTE:

It is more or less like mobile etiquette only. The caller has to

identify himself first, and then should confirm whether he is
looking for the concerned person and then should start
conversation. Even if you are interrupted, exercise patience to the
caller and respond. Radiate energy and if it is not possible, at least
exercise warmth so that the caller feels comfortable and convenient
to communicate. Do not keep the caller on hold without asking
‘Say like, may I put you on a hold for a moment?’ and then put the
caller on hold till you connect the right person or to give the
correct information. Personalize the conversation to make it polite
and presentable. If the concerned person is not there and if the
caller provides the information to pass on, then note down on a
paper or a note pad, sign and make it accessible and reachable to
the concerned person. Small things make major differences in
telephone etiquette. Ensure that your voice mail system is working
properly and is not full of messages to prevent incoming calls.
DRESS CODE:

For men the shirt should be in light color with a tie. There should not be any
cabbage socks. The socks need to be changed regularly. Avoid wearing white
socks. The body can be applied with light perfume. It is essential to wear tie for
formal meetings. A few companies have separate and specific dress code to its
employees on specific days. There is a traditional formula for male attire.
BBTTSS is the acronym for Boot and Belt which must be of the same color, Tie
and Trouser should preferably match with each other and Shirt and Socks should
match with each other. There is no hard and fast rule to accept this formula but it
all depends on the situation and occasion. Ultimately the dress code should be
pleasing, neat and clean and presentable.

Dress code for women is a very complicated one. It differs from region to region
and from country to country based on their cultural background as well as their
tastes and temperaments. They should not dress like a Christmas tree. There
should not be any hanky panky costumes. Don’t decorate with excessive
jewellery or ornaments. The dress should match as per the corporate culture and
values of the organization. The clothes must be positive and presentable and not
of tight fittings, no obscene clothes or revealing clothes etc.
BUSINESS CARD:

When business card is given, it must be

taken with the right hand in India. It must
be read with details like name, designation
and other details and then it should be kept
in a visiting card holder. Always give fresh
cards and do not give the cards that look
dirty or old or faded cards
EMAIL ETIQUETTE:

Paper correspondence is gradually losing its relevance. In every business there is growing
significance attached to Email and it is necessary to dwell at length about email etiquette in this
context.

The subject matter should be simple, specific, short and identify yourself. It should not be like
compound sentences. The receiver should be in a position to identify its source and the objective
behind it. In the ‘To’ address column put the main addressee and if the same is to be informed to
other addresses you can add those emails in the ‘CC’ column. It is usually considered unethical to
use the BCC column. If the mail is not to be known to the other addressees and in extreme cases
you can use ‘BCC’.

Personalize the mail to create bonding with the reader. Dear Sir/Madam, followed by the name of
the person with designation as it impresses the reader for the significance you have accorded to the
designation and also for having made it personal.

Follow proper alignment and the margin on the left side. Write the contents in simple, straight and
short manner. The contents must be concise, crisp and clear. Put across all the points. At the end,
you may conclude with ‘Regards’, or ‘Best regards’, or ‘With regards’, or ‘Best wishes’ followed
by your signature. Before sending check for grammar, syntax, sentence format, punctuation. Read
and reread the email before hitting the ‘send’ button as it becomes an evidence for future records.

While replying to official mails do not check ‘Reply all’ button as the confidential information, if
any, will be known to all. Never type the contents in capital letters as that indicates that you are
shouting at others. And also avoid using lower case. As far as possible the business letter should not
last more than a page as it is an official document.