Case Studies

Viswanath Srinivasan
Senior Engineer - FORT Chennai

1
Why Business Communication is Important for Industrial
Companies?

SOME TOP REASONS

Why Business Communication is Important for Industrial
Companies?

Establishes credibility and

thought leadership

SOME TOP REASONS

Why Business Communication is Important for Industrial
Companies?

Influences industry trends

and innovation

Establishes credibility and

thought leadership

SOME TOP REASONS

Why Business Communication is Important for Industrial
Companies?
Attracts potential partners,
customers, and investors

Influences industry trends

and innovation

Establishes credibility and

thought leadership

SOME TOP REASONS

Why Business Communication is Important for Industrial
Companies?
Attracts potential partners, Builds trust and enhances
customers, and investors reputation

Influences industry trends

and innovation

Establishes credibility and

thought leadership

SOME TOP REASONS

Why Business Communication is Important for Industrial
Companies?
Attracts potential partners, Builds trust and enhances
customers, and investors reputation

Influences industry trends Fosters collaborations for

and innovation growth and advancements

Establishes credibility and

thought leadership

SOME TOP REASONS

Why Business Communication is Important for Industrial
Companies?
Attracts potential partners, Builds trust and enhances
customers, and investors reputation

Influences industry trends Fosters collaborations for

and innovation growth and advancements

Establishes credibility and Increases company visibility

thought leadership

SOME TOP REASONS

 01

02

03
GOOD
PRACTICES
IN
BUSINESS 04
COMMUNICATI
ON
05

06

07

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02

03
GOOD
PRACTICES
IN
BUSINESS 04
COMMUNICATI
ON
05

06

07

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

03
GOOD
PRACTICES
IN
BUSINESS 04
COMMUNICATI
ON
05

06

07

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

Consistency: Ensure alignment of messaging across all section in 03

GOOD terms of grammar and tense,
PRACTICES
IN
BUSINESS 04
COMMUNICATI
ON
05

06

07

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

Consistency: Ensure alignment of messaging across all section in 03

GOOD terms of grammar and tense,
PRACTICES
IN
BUSINESS 04 Professional Tone: Maintain a respectful, professional tone in all
communications
COMMUNICATI
ON
05

06

07

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

Consistency: Ensure alignment of messaging across all section in 03

GOOD terms of grammar and tense,
PRACTICES
IN
BUSINESS 04 Professional Tone: Maintain a respectful, professional tone in all
communications
COMMUNICATI
ON
Timeliness: Share relevant information at the right time to maximize 05
impact

06

07

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

Consistency: Ensure alignment of messaging across all section in 03

GOOD terms of grammar and tense,
PRACTICES
IN
BUSINESS 04 Professional Tone: Maintain a respectful, professional tone in all
communications
COMMUNICATI
ON
Timeliness: Share relevant information at the right time to maximize 05
impact

06 Transparency: Be open and honest to build trust and credibility

07

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

Consistency: Ensure alignment of messaging across all section in 03

GOOD terms of grammar and tense,
PRACTICES
IN
BUSINESS 04 Professional Tone: Maintain a respectful, professional tone in all
communications
COMMUNICATI
ON
Timeliness: Share relevant information at the right time to maximize 05
impact

06 Transparency: Be open and honest to build trust and credibility

Visual Aids: Use visuals like charts or infographics to enhance 07

understanding

08

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

Consistency: Ensure alignment of messaging across all section in 03

GOOD terms of grammar and tense,
PRACTICES
IN
BUSINESS 04 Professional Tone: Maintain a respectful, professional tone in all
communications
COMMUNICATI
ON
Timeliness: Share relevant information at the right time to maximize 05
impact

06 Transparency: Be open and honest to build trust and credibility

Visual Aids: Use visuals like charts or infographics to enhance 07

understanding

08 Proofread: Check for accuracy, grammar, and typos before sending

09
 Know Your Audience: Tailor messages to meet the interests and 01
needs of your audience

02 Clarity and Conciseness: Communicate key points clearly and avoid

unnecessary jargon

Consistency: Ensure alignment of messaging across all section in 03

GOOD terms of grammar and tense,
PRACTICES
IN
BUSINESS 04 Professional Tone: Maintain a respectful, professional tone in all
communications
COMMUNICATI
ON
Timeliness: Share relevant information at the right time to maximize 05
impact

06 Transparency: Be open and honest to build trust and credibility

Visual Aids: Use visuals like charts or infographics to enhance 07

understanding

08 Proofread: Check for accuracy, grammar, and typos before sending

Mentor Review: Have a senior person or mentor review and approve

your content to ensure accuracy, quality, and alignment with business
09
goals
 Industrial Publication Types

Research Paper Review Article White Paper

In-depth reports on a
Objective Original research Critical analysis of
specific issue or
contributing new existing research on a
problem, often with
knowledge to a field specific topi
recommendations.

Conduct original Provide detailed analysis

Summarise and critically
Expectation research; present
evaluate existing
and practical solutions to
methodology, findings, complex issues.
literature
and implications
Choose a feasible
research question, apply Conduct research; write
Conduct a thorough
Approach suitable methods, gather
literature review; and
and structure the paper;
and analyze data, and provide
synthesise findings
write a structured recommendations
article.

Journal Review Siemens

 Industrial Publication Types

Content (Podcast &

Industry Reports Policy Briefs
Video)

Objective Analysis of industry Recommendations for Share research findings

trends and policy changes based on in audio and visual
developments research formats

Communicate research
Gather and analyse Analyse policy issues; effectively to a broad
Expectation industry data; provide provide evidence-based audience; engage with
insights and forecasts recommendations listeners/viewers

Research and analyse

Research industry data; Plan content; record and
Approach analyse trends; present
policy issues; write
edit audio/video;
concise, actionable
findings promote and distribute
recommendations

McKinsey Tips Adam Grant

 Industrial Publication Types

Case Studies

Objective Real-world business

problems analysed in
depth
Identify and analyse
business problems;
Expectation provide solutions or
strategies taken by the
company and quantify
the outcomes
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Why are case studies so
Case Studies important?

Objective Real-world business

problems analysed in
depth
Identify and analyse
business problems;
Expectation provide solutions or
strategies taken by the
company and quantify
the outcomes
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Why are case studies so
Case Studies important?

Case studies are more

Objective Real-world business grounded in reality than
problems analysed in research hypotheses
depth presented in articles, offering
Identify and analyse real-world examples of
business problems; solutions addressing industrial
Expectation provide solutions or
problems.
strategies taken by the
company and quantify
the outcomes As a form of business
communication, case studies
Research and gather
Approach data on a business convey to the audience that if
scenario; analyse and a solution works for one
present findings company, it could also work
for others.
Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format

Objective Real-world business

problems analysed in
depth
Identify and analyse
business problems;
Expectation provide solutions or
strategies taken by the
company and quantify
the outcomes
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format
Introduction
Objective Real-world business
problems analysed in
depth
Identify and analyse
business problems;
Expectation provide solutions or
strategies taken by the
company and quantify
the outcomes
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format
Introduction
Objective Real-world business
problems analysed in Problem Statement
depth
Identify and analyse
business problems;
Expectation provide solutions or
strategies taken by the
company and quantify
the outcomes
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format
Introduction
Objective Real-world business
problems analysed in Problem Statement
depth
Identify and analyse Solution Offered
business problems;
Expectation provide solutions or
strategies taken by the
company and quantify
the outcomes
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format
Introduction
Objective Real-world business
problems analysed in Problem Statement
depth
Identify and analyse Solution Offered
business problems;
Expectation provide solutions or
strategies taken by the Key Performance Indicators
company and quantify
the outcomes
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format
Introduction
Objective Real-world business
problems analysed in Problem Statement
depth
Identify and analyse Solution Offered
business problems;
Expectation provide solutions or
strategies taken by the Key Performance Indicators
company and quantify
the outcomes
Excellence Mapping
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Excellence Mapping
Case Studies

Objective Real-world business

problems analysed in focuses on aligning strategies, innovation, and
Business
depth leadership for long-term success, often by expanding
product lines through technological advancements to
boost revenue.
Identify and analyse
business problems;
Expectation provide solutions or optimizes manufacturing by reducing manpower,
Operational
strategies taken by the defects, waste, and downtime, which lowers
operational costs and improves profitability
company and quantify
the outcomes
emphasizes environmentally and socially responsible
Research and gather practices, such as reducing CO2 emissions,
Sustainability
Approach data on a business
wastewater, and material waste, to ensure long-term
resilience
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format
Introduction
Objective Real-world business
problems analysed in Problem Statement
depth
Identify and analyse Solution Offered
business problems;
Expectation provide solutions or
strategies taken by the Key Performance Indicators
company and quantify
the outcomes
Excellence Mapping
Research and gather
Approach data on a business
scenario; analyse and
present findings

Harvard
 Industrial Publication Types
Forge’s Case Study
Case Studies Format
Introduction
Objective Real-world business
problems analysed in Problem Statement
depth
Identify and analyse Solution Offered
business problems;
Expectation provide solutions or
strategies taken by the Key Performance Indicators
company and quantify
the outcomes
Excellence Mapping
Research and gather
Approach data on a business
scenario; analyse and Conclusion
present findings

Harvard
 Business Communication
Unit I - Foundations of Business
Communication
Viswanath Srinivasan
Senior Engineer - FORT Chennai

33
 Why Effective Communication
Matters?
● Helps avoid misunderstandings.

● Builds better relationships.

● Improves teamwork and productivity.

● Important for both personal and professional success.

Communication Models
Linear: A one-way form of communication with no feedback.
Communication Models
Interactive: Two-way communication with feedback, but it occurs in turns (not simultaneous)
Communication Models
Transactional: Continuous and dynamic two-way communication with simultaneous
feedback. Both parties are both sender and receiver at the same time
Common Communication Barrier

● Physical: Noise, distance.

● Semantic: Confusing words or jargon.

● Psychological: Emotions, biases.

Qualities of Good
Communication
● Active Listening: Fully concentrate and engage with what is being said.

● Empathy: Understand and be sensitive to others’ feelings and perspectives.

● Adaptability: Adjust your communication style based on the audience and context
● Confidence: Communicate with assurance and self-belief.

● Feedback: Encourage and provide constructive feedback for improvement.

● Openness: Be transparent and honest in communication.

● Respect for Time: Be mindful of others' time during communication.

Communication Style
Non-technical communication refers to conveying information in a way that is accessible to
a general audience without specialized knowledge

Characteristics:

● Audience: Aimed at a broader audience, including individuals who may not have a
technical background.
● Language: Uses simple, clear language, avoiding jargon and complex terminology.

● Purpose: To engage, inform, or persuade without requiring specialized knowledge. It often

focuses on the impact or relevance of the information rather than the technical details.

● Examples: Marketing materials, Public Annoucements, Instructions for public

Communication Style
Technical Communication involves conveying specialized information related to technical
fields, such as engineering, science, or technology

Characteristics:
● Audience: Typically aimed at individuals with a certain level of technical knowledge or
expertise.
● Language: Uses specific terminology, jargon, and detailed descriptions relevant to the
field.
● Purpose: To inform, instruct, or document complex concepts, processes, or technologies. It
often includes manuals, reports, specifications, and documentation.

● Examples: User manuals for software applications, technical specifications for machinery,
scientific research papers, and product datasheets.
The 7Cs of Communication

●Clear: Easy to understand

●Concise: No unnecessary words.
●Concrete: Use examples.
●Correct: Accurate information
●Coherent: Logical flow.
●Complete: Give all necessary details.
●Courteous: Be polite and respectful.
Adapting to Different Contexts
Formal vs. Informal: Know when to be professional.
Adapting to Different Contexts
Internal vs. External: How you communicate inside the company vs. with clients.
Adapting to Different Contexts
Small Group vs. Large Group: Change your tone and style depending on the size of the
audience.
Your Role as a Communicator

● Listen Actively: Focus and avoid distractions.

● Know Your Audience: Understand who you’re communicating with.

● Be Honest: Keep your communication clear and ethical.

● Ask for Feedback: Be open to others' input.

Principles of Verbal
Communication
● Speak Clearly: Pronounce words properly

● Watch Your Tone: Use the right emotion.

● Use Body Language: Support your message with gestures.

● Pause: Give time for your message to sink in.

Knowing Your Audience

● Research who you’re speaking to.

● Identify Needs: What do they want to know?

● Understand Concerns: What worries might they have?

● Adjust your message to fit their expectations.

Listening and Reading for Understanding

Listening:

● Pay attention.
● Confirm what you heard by repeating key points.

Reading:

● Skim for important info.

● Take notes or highlight key ideas.
Activity - Group Discussion
 Business Communication
Unit II - Effective Business Writing

51
Oral Communication
Definition: Involves spoken words, either face-to-face or through other mediums like phone
calls or video conferencing.

Characteristics:
● Immediate Feedback: Allows for instant responses, which makes it dynamic and
interactive.
● Tone and Nonverbal Cues: Body language, facial expressions, and voice tone add depth,
helping to convey emotions and nuances.

● Flexible: Conversations can easily shift direction based on reactions and responses.

Examples: Team meetings, presentations, phone calls, and interviews.

Written Communication
Definition: Involves using written words to convey messages, typically via documents,
emails, reports, and more

Characteristics:
● Permanent Record: Can be stored, revisited, and referred to later, which is useful for
documentation.
● Structured and Formal: Often follows a set format and style, which makes it more formal.
● Time to Review: Both sender and receiver can take time to review and reflect on the
content.
Examples: Emails, business reports, proposals, and memorandums.
How Is Writing Learned?

● Practice and Feedback: Regular writing and receiving feedback improve skills.

● Reading and Analysis: Analyzing quality writing enhances understanding of good style.
Good Writing
● Clarity: Express ideas simply and without ambiguity.

● Conciseness: Avoid unnecessary words; keep it brief.

● Organization: Structure ideas logically for easy flow.

● Accuracy and Grammar: Ensure factual correctness and proper grammar.

● Audience Awareness: Tailor tone and language to the reader.

● Engaging Style: Use active voice and varied sentence structure.

● Purposeful Content: Include only relevant information to achieve the goal.

 Style in Written Communication
● Tone: Matches the formality level and purpose (e.g., professional, friendly, persuasive).
● Voice: Uses active or passive voice thoughtfully; active voice is typically clearer and more
direct.
● Sentence Structure: Varies sentence length and type for readability and emphasis.
● Word Choice: Chooses precise, appropriate words to enhance clarity and avoid jargon
unless needed.
● Consistency: Maintains a uniform style throughout, including tense and point of view.
Overcoming Barriers to Effective Written
Communication
● Clarify Ambiguities: Use precise language to avoid misunderstandings.

● Avoid Jargon: Use simple terms unless writing for a specialized audience that understands
the technical language.

● Address Cultural Differences: Be mindful of language, tone, and examples that are
culturally appropriate.
● Limit Overly Complex Sentences: Break down long sentences into shorter, clearer ones to
improve readability.
● Check for Tone: Ensure the message is respectful and aligns with the intended tone (e.g.,
formal, friendly).
● Proofread for Errors: Review spelling, grammar, and punctuation to prevent distractions
and maintain professionalism.
● Encourage Feedback: Invite responses to clarify understanding and address any lingering
questions.
Reading and Analyzing
● Purpose: Understand others’ work and apply best practices.

● Techniques: Look for structure, style, and clarity in sample writings.

Evaluating the Work of Others

● Constructive Feedback: Be objective and offer useful suggestions.

● Criteria: Assess based on clarity, coherence, and accuracy.

Proofreading and Design Evaluation
● Proofreading: Check for errors in spelling, grammar, and punctuation.

● Design: Ensure visual clarity through layout, font choice, and headings.
Netiquette
Netiquette refers to etiquette for online communication, promoting respectful and effective
digital interactions. Key guidelines include:

Characteristics:
● Be Clear and Concise: Keep messages straightforward and relevant to avoid
misunderstandings.
● Respect Tone and Language: Use polite, professional language, and avoid sarcasm, as it
can be misinterpreted.
● Respond Promptly: Reply in a reasonable timeframe to show respect for others' time.
● Use Proper Formatting: Avoid excessive caps or emojis; maintain a professional
appearance in formal settings.
● Respect Privacy: Don’t share others' information without permission and keep sensitive
data secure.
Common Business Documents
● Memorandums: Short and to the point, for internal communication.

● Business Proposals: Persuasive documents for project approval.

● Reports: Detailed information for decision-making.

● Résumé: Summarize qualifications and experience.

● Sales Message: Persuasive writing for potential clients.

● Case Studies: Detailed accounts for problem-solving.

● Presentations: Visual aids to support spoken communication.

Activity - Business Email Writing
Step 1 - Write an email to a customer to
convey their is delay in vehicle deliver
due to some reason

Step 2- ChatGPT Prompt “Evaluate this

email for the 7Cs of communication and
give a score”

Step 3 - ChatGPT “Rewrite and improve

the email for better score”
Dear Christy,

Hi Hope you are good. This email is to

inform you that your vehicle number
TN27 EB 5324 pending for delivery is
delay to production delays from the
manufacturing facility. This is expected
to be delivered in another 2 weeks.
Thanks for understanding.
 Business Communication
Unit III - Communication for Technology
Leaders

63
Aligning Technology with Business
Goals
Objective: Connect technology initiatives with key business objectives to ensure strategic
alignment
Why It Matters

● Increases organizational efficiency.

● Demonstrates the value of technology investments to non-technical stakeholders.

Key Steps

● Identify organizational goals and map tech projects to specific objectives (e.g., cost
reduction, productivity improvement).
● Involve key business leaders in the planning phase to gather input and insights.
● Continuously assess alignment through performance metrics

Outcome: Stronger alignment helps maximize technology's impact and secures leadership
support.
Communicating the Value Proposition of New
Technologies
Objective: Make stakeholders aware of the value that new technology brings to the
organization.
Key Points

● Highlight Benefits: Emphasize how the technology addresses specific pain points,
improves efficiency, or reduces costs.
● Use Data and Case Studies: Show real-world applications and measurable results to build
credibility.
● Customize the Message: Tailor communication to the audience’s technical understanding
(executives, teams, end-users).

● Visual Aids: Use charts, graphs, and infographics to illustrate value.

Goal: Secure buy-in by making the value clear and relevant.

Managing Stakeholder Expectations
Importance: Setting realistic expectations helps avoid misunderstandings and maintains
trust.
Best Practices
● Define Clear Goals and Deliverables: Be transparent about what the technology will and
won’t achieve.
● Regular Updates: Keep stakeholders informed through regular status reports, addressing
any changes in timelines or deliverables.

● Adjust Expectations as Needed: If issues arise, manage expectations proactively by

explaining the challenge and proposed solutions.

Outcome: Minimizes frustration and builds a foundation of trust with stakeholders.

Negotiation and Persuasion Techniques
Objective: Secure support and resources by effectively negotiating and persuading
stakeholders
Techniques

● Present Mutual Benefits: Highlight how the technology will help meet both the
stakeholders' and organizational goals.

● Leverage Data and Insights: Use factual data to support your case, enhancing credibility
and demonstrating expertise.

● Understand Stakeholder Needs: Identify what each stakeholder values (e.g., cost
efficiency, innovation) and emphasize relevant benefits.
● Frame Proposals as Win-Win: Show how collaboration and support benefit everyone
involved
Benefit: Facilitates buy-in, reduces resistance, and enhances collaborative efforts.
Negotiation Example (From the Movie: Up in the Air -
2009)
Identifying and Addressing Stakeholder Concerns
Goal: Build trust and credibility by addressing any resistance or concerns stakeholders may
have
Steps

● Listen Actively: Encourage open dialogue to uncover underlying concerns

● Acknowledge Concerns: Show empathy and validate their perspectives.

● Provide Solutions or Compromises: Offer adjustments or explain how potential risks will be
mitigated.
● Educate on Benefits: Explain how their concerns are addressed by the technology’s
benefits (e.g., cost-effectiveness, ease of use).

Outcome: Reduces resistance, enhances trust, and ensures a smoother implementation

Developing Win-Win Solutions
Approach: Create solutions that address both business needs and stakeholder concerns

Steps
● Define Shared Objectives: Identify goals that both the tech team and business leaders
agree on
● Collaborate on Solutions: Work with stakeholders to develop approaches that satisfy all
parties
● Encourage Open Communication: Keep channels open for feedback, allowing adjustments
to enhance outcomes
● Implement Changes Where Possible: Show flexibility by making adjustments that align
with business objectives and stakeholder needs.
Result: Fosters a collaborative environment, reduces friction, and improves project success
rates.
Effective Communication for Conflict Resolution
Goal: Maintain positive relationships and resolve disputes efficiently

Techniques
● Active Listening: Give full attention to understand each party’s perspective without
interrupting.
● Empathy: Acknowledge emotions and show understanding to reduce tension.

● Focus on Solutions: Emphasize problem-solving over assigning blame.

● Keep Discussions Constructive: Avoid personal attacks or accusatory language to maintain
a positive tone.
● Follow Up: After resolving a conflict, check in to ensure satisfaction and reinforce
collaborative efforts

Outcome: Preserves a respectful atmosphere, facilitates faster conflict resolution, and

strengthens stakeholder relationships.
Miscommunication
Team Activity - Role Play

Imagine your company is implementing a new AI- Step 1- Business founders define the
driven data analytics tool designed to improve Business Goals
production efficiency and reduce waste. The
initiative requires significant investment, and you Step 2- Technology Manager should
need buy-in from key stakeholders, including: align the Initiative with Business Goals

● Role 1: Executive Leadership (focus on ROI and Step 3 - Technology managers need to
long-term strategic benefits) tailor Communication to Different
Stakeholders
● Role 2: Operations Managers (focus on practical Step 4 - Stakeholders need to review
benefits and ease of implementation) the communication and raise concerns
● Role 3: IT Team (focus on compatibility with
existing systems and data security) Step5 - Technology Managers should
address Stakeholder Concerns
Note:
Role 4 - Technology Managers
Role 5 - Business Founders
 Business Communication
Unit IV - Intrapersonal and Interpersonal
Business Communication

74
Understanding Intrapersonal Communication
Definition: Communication within oneself, involving self-talk, self-reflection, and self-
awareness.
Components

● Self-talk: Internal dialogue impacting mood and decisions.

● Self-reflection: Analyzing personal values, emotions, and actions.

● Self-awareness: Recognizing strengths, weaknesses, and blind spots.

Self-Concept and Its Dimensions
Definition: The mental image one holds about oneself, formed by experiences and
interactions.
Dimensions of Self:

● Physical Self: Perception of appearance and health.

● Social Self: Roles and relationships.

● Cognitive Self: Beliefs and thought patterns.

● Emotional Self: Emotions and emotional responses.

Interpersonal Communication
Definition: The exchange of messages between two or more people, essential for building
relationships and managing interactions.

Key Elements:

● Sender & Receiver – Encoding and decoding messages.

● Message – The information being shared

● Channel – Medium of communication (e.g., face-to-face, email).

● Feedback – Receiver’s response to the message.

● Noise – Distractions or barriers to communication.

The Difference
Understanding Interpersonal Needs
Theory Overview: Interpersonal needs are the driving factors behind our communication
choices.

Three Fundamental Needs (FIRO Theory):

● Inclusion: Desire to belong and be accepted

● Control: Need for power, influence, and responsibility.

● Affection: Desire for close, personal connections.

Implication for the Workplace: Recognizing and meeting these needs fosters a positive work
culture.
Fundamental Interpersonal Relations Orientation-
Behavior (FIRO-B)
Social Penetration Theory (SPT) - Building
Relationships
Definition: Theory that describes how people move from superficial levels of communication
to more intimate, revealing exchanges.

Onion Model: Layers of self-disclosure from surface to deeper levels.

Stages of SPT:

● Orientation: Initial, polite interactions.

● Exploratory Affective Exchange: Sharing opinions and broader
thoughts.
● Affective Exchange: Disclosing personal matters and building trust.
● Stable Exchange: Open, intimate conversations.

Application: Balancing personal and professional disclosure to foster trust.

Understanding Conversational Rituals
Definition: Rituals and routines that structure social interactions.

Types of Rituals:

● Small Talk: Building rapport with colleagues.

● Turn-Taking: Ensuring balanced participation.

● Feedback Mechanisms: Using verbal/non-verbal cues for smoother conversations.

Strategies for Effective Conversations: Listening actively, asking open-ended questions, and
validating others.
Mastering the Art of Interviews
Objective: Gaining and sharing information through structured conversation.

Types of Interviews:

● Informational Interviews: Gathering knowledge about roles and departments.

● Performance Reviews: Discussing growth, strengths, and improvements.

● Conflict-Resolution Interviews: Addressing and resolving workplace issues.

Best Practices: Preparation, maintaining professionalism, and open-ended questioning.

Understanding Conflict
Definition: Conflict as a natural part of interpersonal relationships in any workplace.

Types of Workplace Conflicts:

● Task Conflict: Disagreements on work processes or objectives.

● Relationship Conflict: Personal tensions among team members.

● Process Conflict: Disputes over the logistics of work tasks.

Impact on Team Dynamics: Positive vs. negative conflict outcomes.

Conflict Management Approaches
● Avoiding: Ignoring the conflict, sometimes necessary for trivial issues.
● Accommodating: Prioritizing the other party’s needs over one’s own.

● Compromising: Finding a middle ground that partially satisfies both parties.

● Competing: Asserting one’s needs at the expense of others.

● Collaborating: Working together to find a mutually beneficial solution.

Crisis Communication
Definition: Communication efforts taken to prepare for, respond to, and recover from a crisis
situation.

Steps to Create a Crisis Communication Plan

● Identify Potential Crises: Brainstorm possible crisis scenarios.

● Establish Communication Channels: Determine methods to communicate with
stakeholders.
● Designate a Crisis Team: Identify key personnel responsible for communication.

● Create Pre-drafted Messages: Develop templates for immediate response.

● Conduct Regular Training and Drills: Ensure team members are prepared.

● Post-Crisis Evaluation: Review and update the plan as needed.

Exercise - Self study
 Business Communication
Unit V - Communicating Industry 4.0

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Industrial Evolution
Key Technologies
Applications of Industry 4.0 in the Industrial Sector
● Predictive Maintenance: Use of IoT sensors and data analytics to predict equipment failure
before it occurs.
● Smart Supply Chains: Real-time tracking, optimization, and automation of supply chain
management.
● Automation & Robotics: Streamlining production lines with robots and automated systems
for better precision and efficiency.

● Energy Management: Smart grids and energy optimization to reduce energy consumption
and enhance sustainability
● Custom Manufacturing: Personalized products through flexible, agile production
techniques.
Why is a Narrative Important?
● Aligns Stakeholders: Helps unify all levels of the organization toward a shared vision.

● Creates Engagement: Motivates employees and management to adopt new technologies

and embrace change.
● Clarifies Value: Demonstrates how transformation impacts operational efficiency and
competitiveness.

Key Components of the Narrative:

● Vision: Outline the long-term impact of transformation on the organization.

● Challenges: Identify current industry challenges that transformation will address (e.g.,
inefficiencies, high costs).
● Benefits: Show how Industry 4.0 will resolve these issues through real-time data,
automation, and smarter processes.
● Real-World Examples: Showcase successful case studies or pilot projects.
Communicating the Benefits of Technology Adoption
Efficiency:
● Optimized Operations: Automation and predictive analytics streamline processes and
reduce errors.
● Cost Savings: Reduced downtime, better resource management, and increased
throughput.

Sustainability:

● Energy Efficiency: Smart sensors and data analytics can optimize energy usage.
● Waste Reduction: Real-time monitoring can minimize material waste through better
quality control.
Competitive Advantage:
● Agility: Faster response times to market changes and customer demands.
● Innovation: Adopting cutting-edge technology keeps the company ahead of competitors.
Using Data to Support Communication
● Real-Time Metrics: Dashboards that showcase real-time performance, cost savings, and
ROI
● Predictive Insights: Leverage data analytics to forecast trends, improve processes, and
highlight potential improvements.
● Benchmarking: Use data from industry leaders to show where the company stands and
the potential for growth.
● Visualization: Graphs, charts, and infographics that make data easily digestible for
stakeholders.
Building Consensus for Change
Overcoming Resistance to Change:
● Start with Leadership: Get buy-in from top management to lead the transformation.
● Involve Employees: Empower employees to understand and engage with the changes.

● Education and Training: Offer upskilling opportunities to reduce fear and build confidence
in new technologies.
● Communication Channels: Create clear communication channels for questions, feedback,
and suggestions.

Key Steps to Building Consensus:

● Clarify Benefits: Show how each team or department will benefit from Industry 4.0
adoption.
● Address Concerns: Provide solutions for common objections like job displacement or
implementation costs.
● Iterative Approach: Start with pilot projects and scale success across the organization.
Exercise - Self study
 Thank You

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