National Institute of Business Management

Chennai - 020
SECOND SEMESTER EMBA/MBA
Subject : Business English
Attend any 4 questions. Each question carries 25 marks
(Each answer should be of minimum 2 pages / of 300 words)

2. Explain the principles of effective communication or guidelines

to overcome barriers to Communication.
Communication is necessary. Without timely and accurate communication, it
would be difficult for the management to perform its functions effectively.
Sender transmits a message with the expectation that the receiver will receive,
understand and act on it. However, messages do not always reach to its intended
receiver in way the sender think. Communication is one of the vital tools of
management. Communication is one of the vital tools of management.
Hoben defines communication as The verbal interchange of thoughts or
ideas.
In the words of Anderson, Communication is the process by which we
understand others and in turn endeavor to be understood by them. It is dynamic,
constantly changing and shifting in response to the total situation.
According to Berelson and Steiner, Communication is the transmission of
information, ideas, emotions, skills, etc. by the use of symbols, words, pictures,
figures, graphs, etc.

In the words of Fotheringham, Communication is a process involving the

selection, production and transmission of signs in such a way as to help a
receiver perceive a meaning similar to that in the mind of the communicator.
The potentials of communication as a management tool are so great that it is
difficult to recognize them. Communication is essential to deal with people
outside the organizations. Similarly to build up effective relationship with an
organization. Some causes or factors impede the flow of message, its
interpretation and understanding. Such factors or causes are known as
communication barriers.

Principles of Effective communication

The principles for making communication effective are as follows:
1. Simple Language: The language used for communicating the message
should be simple and easily understandable.
2. Proper Medium of Communication: Different media are available for
passing of communication. The communicator should select the right medium
by considering the factors such as the nature of matters to be communicated,
distance between the sender and the receiver of the message, urgency of the
communication, etc.
3 No Ambiguity: The communicator should be clear in his mind about the
objective of his communication. The message should be clear without any
ambiguity.
4. Cordial Atmosphere and Right Climate in the Organisation: Organisation
structure of the unit consisting physical setting and human setting must facilitate

the process of communication. When a boss is talking to his subordinate, the

atmosphere must be peaceful so that the communication is effective.
5. Adequacy of information: Communication must be adequate and complete
in all respects in order to make it effective. The communication should be
precise. Both over-communication and inadequacy should be avoided.
6. Training to the Communicators: for increasing the effectiveness of
communication, there is also a need for giving proper training to the
communicators to develop their communication skill.
7. Co-operation of Personnel: One more condition to be fulfilled in order to
make communication effective is the co-operation from the organisation
personnel. Hence, the business concern should make effort to secure cooperation for the organisation personnel.
8. Follow-up Action: There should be follow-up action to know whether the
receiver of the message has understood it correctly and what action he has taken
on the basis of this communication
9. Effective Listening: The sender of the message must listen to receivers
words attentively so that the receiver of the message also listens the sender at
the same time.
10. Consistency in Communication: Communication which is consistent can
be more effective than when it is varied
11. Timeliness: Communication is a means to an end. It must serve a purpose. It
must reach the receiver at the right time. A message which fails to reach the
receiver at the right time turns out to be useless

There are a lot of communication barriers faced these days by all. The message
intended by the sender is not understood by the receiver in the same terms and
sense and thus communication breakdown occurs. It is essential to deal and
cope up with these communication barriers so as to ensure smooth and effective
communication.
By considering the above discussion and definitions, it can be concluded that
communication barriers are the factors that inhibit the effective flow of
information that communication barriers are the factors that inhibit the effective
flow of information in the process of communication. Communication barriers
impede the flow of information or create problems in understanding and
acceptance of information.

Guidelines to overcome communication barriers

Overcome the communication barriers are essential to ensure effective
communication. Although it is not possible to eliminate all the barriers, they can
be minimized to a great extent. The following guidelines are offered in this
regard. In order to remove hindrances or to overcome barriers of
communication the following steps should be used.
(1) Clarify Ideas before Communication:
The person sending the communication should be very clear in his mind about
what he wants to say. He should know the objective of his message and,
therefore, he should arrange his thoughts in a proper order.
(2) Communicate According to the Need of the Receiver:
The sender of the communication should prepare the structure of the message
not according to his own level or ability but he should keep in mind the level,
understanding or the environment of the receiver.

(3) Consult Others before Communication:

At the time of planning the communication, suggestions should be invited from
all the persons concerned. Its main advantage will be that all those people who
are consulted at the time of preparing the communication plan will contribute to
the success of the communication system.
(4) Be Aware of Language, Tone and Content of Message:
The sender should take care of the fact that the message should be framed in
clear and beautiful language. The tone of the message should not injure the
feelings of the receiver. As far as possible the contents of the message should be
brief and excessive use of technical words should be avoided. Use of simple and
clear words should be emphasized. Use of ambiguous words and jargons should
be avoided.
(5) Convey Things of Help and Value to the Listener:
The subject matter of the message should be helpful to the receiver. The need
and interest of the receiver should specially be kept in mind. Communication is
more effective in such a situation.
(6) Ensure Proper Feedback:
The purpose of feedback is to find out whether the receiver has properly
understood the meaning of the information received. In the face-to- face
communication, the reaction on the face of the receiver can be understood.
But in case of written communication or some other sort of communications
some proper method of feedback should be adopted by the sender. Avoid giving
negative feedback. The contents of the feedback might be negative, but it should

be delivered constructively. Constructive feedback will lead to effective

communication between the superior and subordinate.
(7) Consistency of Message:
The information sent to the receiver should not be self- contradictory. It should
be in accordance with the objectives, policies, programs and techniques of the
organisation. When a new message has to be sent in place of the old one, it
should always make a mention of the change otherwise it can create some
doubts.
(8) Follow up Communication:
In order to make communication effective the management should regularly try
to know the weaknesses of the communication system. In this context effort can
be made to know whether to lay more stress upon the formal or the informal
communication would be appropriate.
Similarly, suggestions can be invited in respect of the medium of
communication (oral, written and gestural) to know as to which medium would
be more effective and appropriate.
(9) Be a Good Listener:
It is the essence of communication that both the sender and the receiver should
be good listeners. Both should listen to the each others point of view with
attention, patience and positive attitude. A sender can receive much relevant
information by being a good listener. Listen attentively and carefully. There is a
difference between listening and hearing. Active listening means hearing
with proper understanding of the message that is heard. By asking questions the
speaker can ensure whether his/her message is understood or not by the receiver
in the same terms as intended by the speaker.

Organisational action
Employees of an organisation accomplish workplace communication through
several communication channels. One of the commonly cited problems in
organisations is the poor workplace communication. Hence organisations need
to take few steps to ensure effective communication. Some of the steps which
an organisation can take to overcome the barriers to effective communication
are as follows:
Encourage feedback Organisations should try to improve the communication
system by getting feedback for the messages already sent. Feedback can tell the
managers whether the message has reached the receiver in the intended way or
not.
Create a climate of openness A climate of trust and openness can go a long
way in removing organisational barriers to communication. All subordinates or
junior employees should be allowed to air their opinions and differences without
fear of being penalised.
Use multiple channels of communication Organisations should encourage
the use of multiple channels of communication, in order to make sure that
messages reach the intended receivers without fail. This means using a
combination of both oral and written channels, as well as formal (official) and
informal (unofficial) channels of communication.
Individual action
An individual can take certain actions to overcome the communication barriers.
These actions will help to improve interpersonal relationships with others both
in ones personal and business life. Some of the actions that an individual can
take are:

Active listening This means listening to the meaning of the speakers words,
rather than listening without hearing, or passive listening. Passive listening is
a barrier to communication, whereas real communication takes place when we
listen actively, with understanding. Listening is a skill which can be developed
through proper training.
Careful wording of messages Messages should be worded clearly and
without ambiguity, to make sure that the message that is received is the same as
the message that is sent.
Selection of appropriate channels Individuals should be competent enough
to choose the right communication channel, depending on the situation.
Channels of communication and the criteria for selection of channels will be
discussed in detail in unit 2
Avoidance of technical language The language used in communication must
be as clear as possible. Usage of unnecessary technical terms can lead to
misunderstandings. Hence, an individual has to use technical words only when
necessary.
Right feedback Feedback is an important communication skill. The correct
feedback can elicit the correct action. The feedback given must be a proper
combination of criticism and information sharing.
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------3. Explain the common barriers of Communication.
Business communication is communication that promotes a product, service, or
organization; relays information within a business; or functions as an official
statement from a company. It is vital that communications are managed properly

because a poorly crafted or managed message could foster distrust or hostility

from employees. Many companies develop difficulties within their organization
due to communication issues.
According to Allen Louis, It is the sum of all the things one person does when
he wants to create an understanding in the mind of another.
Bellows, Gilson and Odirone define communication as A communion by
words, letters, symbols or messages, and as a way that one organisation member
shares meaning with the other.
Communication fails when the message received is not identical to the message
that is sent. Several factors could interfere with the exchange of messages.
There are five key barriers that can occur within a company: language, cultural
diversity, gender differences, status differences and physical separation. These
barriers to communication are specific items that can distort or prevent
communication within an organization. The ability for a company to recognize
the communication issues and come to a resolution can drastically improve
working conditions, sales and organizational culture.
These barriers can broadly be classified in seven categories.

1. Semantic Barriers
There is always a possibility of misunderstanding the feelings of the sender of
the message or getting a wrong meaning of it. The words, signs, and figures
used in the communication are explained by the receiver in the light of his
experience which creates doubtful situations. This happens because the
information is not sent in simple language.
The chief language-related barriers are as under:
(i) Badly Expressed Message:
Because of the obscurity of language there is always a possibility of wrong
interpretation of the messages. This barrier is created because of the wrong
choice of words, in civil words, the wrong sequence of sentences and frequent
repetitions. This may be called linguistic chaos.
(ii) Symbols or Words with Different Meanings:

A symbol or a word can have different meanings. If the receiver misunderstands

the communication, it becomes meaningless. For example, the word value can
have different meanings in the following sentences:
(a) What is the value of computer education these days?
(b) What is the value of this mobile set?
(c) Value our friendship.
(iii) Faulty Translation:
A manager receives much information from his superiors and subordinates and
he translates it for all the employees according to their level of understanding.
Hence, the information has to be molded according to the understanding or
environment of the receiver. If there is a little carelessness in this process, the
faulty translation can be a barrier in the communication.
(iv) Unclarified Assumptions:
It has been observed that sometimes a sender takes it for granted that the
receiver knows some basic things and, therefore, it is enough to tell him about
the major subject matter. This point of view of the sender is correct to some
extent with reference to the daily communication, but it is absolutely wrong in
case of some special message,
(v) Technical Jargon:
Generally, it has been seen that the people working in an enterprise are
connected with some special technical group who have their separate technical
language.
Their communication is not so simple as to be understood by everybody. Hence,
technical language can be a barrier in communication. This technical group
includes industrial engineers, production development manager, quality
controller, etc.
(vi) Body Language and Gesture Decoding:
When the communication is passed on with the help of body language and
gestures, its misunderstanding hinders the proper understanding of the message.
For example, moving ones neck to reply to a question does not indicate
properly whether the meaning is Yes or No.

(2) Psychological or Emotional Barriers

The importance of communication depends on the mental condition of both the

parties. A mentally disturbed party can be a hindrance in communication.
Following are the emotional barriers in the way of communication:
(i) Premature Evaluation:
Sometimes the receiver of information tries to dig out meaning without much
thinking at the time of receiving or even before receiving information, which
can be wrong. This type of evaluation is a hindrance in the exchange of
information and the enthusiasm of the sender gets dampened.
(ii) Lack of Attention:
When the receiver is preoccupied with some important work he/she does not
listen to the message attentively. For example, an employee is talking to his
boss when the latter is busy in some important conversation. In such a situation
the boss may not pay any attention to what subordinate is saying. Thus, there
arises psychological hurdle in the communication.
(iii) Loss by Transmission and Poor Retention:
When a message is received by a person after it has passed through many
people, generally it loses some of its truth. This is called loss by transmission.
This happens normally in case of oral communication. Poor retention of
information means that with every next transfer of information the actual form
or truth of the information changes.
According to one estimate, with each transfer of oral communication the loss of
the information amounts to nearly 30%. This happens because of the
carelessness of people. Therefore, lack of transmission of information in its true
or exact form becomes a hindrance in communication.
(iv) Distrust:
For successful communication the transmitter and the receiver must trust each
other. If there is a lack of trust between them, the receiver will always derive an
opposite meaning from the message. Because of this, communication will
become meaningless.

(3) Organizational Barriers:

Organizational structure greatly affects the capability of the employees as far as

the communication is concerned. Some major organisational hindrances in the
way of communication are the following:
(i) Organisational Policies:
Organisational policies determine the relationship among all the persons
working in the enterprise. For example, it can be the policy of the organisation
that communication will be in the written form. In such a situation anything that
could be conveyed in a few words shall have to be communicated in the written
form. Consequently, work gets delayed.
(ii) Rules and Regulations:
Organisational rules become barriers in communication by determining the
subject-matter, medium, etc. of communication. Troubled by the definite rules,
the senders do not send some of the messages.
(iii) Status:
Under organising all the employees are divided into many categories on the
basis of their level. This formal division acts as a barrier in communication
especially when the communication moves from the bottom to the top.
For example, when a lower-level employee has to send his message to a
superior at the top level there is a lurking fear in his mind that the
communication may be faulty, and because of this fear, he cannot convey
himself clearly and in time. It delays the decision making.
(iv) Complexity in Organisational Structure:
The greater number of managerial levels in an organisation makes it more
complex. It results in delay in communication and information gets changed
before it reaches the receiver. In other words, negative things or criticism are
concealed. Thus, the more the number of managerial levels in the organisation,
the more ineffective the communication becomes.
(v) Organisational Facilities:
Organisational facilities mean making available sufficient stationery, telephone,
translator, etc. When these facilities are sufficient in an organisation, the
communication will be timely, clear and in accordance with necessity. In the
absence of these facilities communication becomes meaningless.

(4) Personal Barriers

The above-mentioned organisational barriers are important in themselves but
there are some barriers which are directly connected with the sender and the
receiver. They are called personal barriers. From the point of view of
convenience, they have been divided into two parts:
(a) Barriers Related to Superiors:
(i) Fear of Challenge of Authority:
Everybody desires to occupy a high office in the organisation. In this
hope the officers try to conceal their weaknesses by not communicating
their ideas. There is a fear in their mind that in case the reality comes to
light they may have to move to the lower level,
(ii) Lack of Confidence in Subordinates:
Top-level superiors think that the lower- level employees are less capable
and, therefore, they ignore the information or suggestions sent by them.
They deliberately ignore the communication from their subordinates in
order to increase their own importance. Consequently, the self-confidence
of the employees is lowered.
(b) Barriers Related to Subordinates:
(i) Unwillingness to Communicate:
Sometimes the subordinates do not want to send any information to their
superiors. When the subordinates feel that the information is of negative
nature and will adversely affect them, an effort is made to conceal that
information.
If it becomes imperative to send this information, it is sent in a modified
or amended form. Thus, the subordinates, by not clarifying the facts,
become a hindrance in communication,
(ii) Lack of Proper Incentive:
Lack of incentive to the subordinates creates a hindrance in
communication. The lack of incentive to the subordinates is because of
the fact that their suggestions or ideas are not given any importance. If the
superiors ignore the subordinates, they become indifferent towards any
exchange of ideas in future.

5. Physical Barriers
Internal structure of the organization and layout of office machines and
equipments creates physical barriers in communication
a. Distance:
Communication is found obstructed in long distance. Like communication
between America and Nepal.
b. Noise:
It is from external sources and affects the communication process. Noise
negatively affects the accuracy
Noise refers to all these factors that disrupt the communication and can be
classified under the following types:
Physical noise Distracting sounds, poor acoustics, or just information overload
could interfere with the listening process.
Physiological noise Hearing or other disabilities, fatigue, or physical illness
could come in the way of both speaking and listening.
Psychological noise Sometimes emotions within the sender or receiver such as
preoccupations, hostility, fear or lack of interest could interfere the speaking or
listening process.
C.Physical arrangement:
The physical arrangement of organizational sources like men, money, material
and machine obstruct the communication process.

6. Cultural Barriers:
Cultural barriers are a result of living in an ever shrinking world. Different
cultures, whether they be a societal culture of a race or simply the work culture
of a company, can hinder developed communication if two different cultures
clash. In these cases, it is important to find a common ground to work from. In
work situations, identifying a problem and coming up with a highly efficient
way to solve it can quickly topple any cultural or institutional barriers. Quite
simply, people like results.
7. Structural Barriers
Structural barriers are set in order to avoid communication perceived as
unwanted, unimportant, unnecessary and useless or possibly overloading. The
purpose of the barriers may be to put a dam in the place where communicational
flood might be expected, for example: to make our VIPs life reasonably quiet.
The problem starts when the value of information to pass is evaluated by its
origin and not by its content. It turns the gate/barrier sensor from the position
"what" to the position "Who". These phenomena exist not only in our
establishments and public institutions, damaging our democracy, but are present
in everybody's life. In fact, before any communication starts we attempt to
categorize our interlocutor. We want to evaluate how much it is worth to
communicate with and how dip we want to go in. Usually used schemata are
saving our time. Simple evaluation of the interlocutor's position in the
social/cultural grid can tell us what we may expect.
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4. Describe the steps for effective writing.

Many competent articulate business people experience a moment of panic when

they are asked to write a report, memo, or letter. Faced with putting their
thoughts in writing, they become confused about what to say, how to say it, and
how to manage

the mechanics

of grammar, spelling

and format.

Like any business task, writing is manageable once you break it down into a
series of smaller steps. Good writing is the result of good planning and clear
thinking. The steps outlined here help you identify your purpose in writing any
type of business communication, clarify your thinking about what you want to
say, and show you how to go about the actual process of getting your message
to the reader. Once you have a grasp of the principles of good writing you will
be able to use them for any written message, regardless of its length or
complexity. Effective Writing is writing which has a logical flow of ideas and is
cohesive. This means it holds together well because there are links between
sentences and paragraphs. Writing which is cohesive works as a unified whole
and is easy to follow because it uses language effectively to maintain a focus
and to keep the reader 'on track. Effective writing can be achieved or improved
through the use of a number of devices. Some of these devices are MACRO or
whole text devices while some are MICRO or more detailed devices for
improving the effectiveness and cohesiveness of your writing. In order for our
thoughts to be effectively communicated through our writing, there are certain
things we need to consider, questions we have to ask ourselves before we start
to type.
Here are eight steps that will help you write more effectively:
1. Know your objective
Before you write your first word, make sure that you know what your subject is
and know the subject well enough to write about it. Above all, know what you
want to accomplish. Why is it important? When you know where you are going,

it is easier to get there. You can find the supporting material by doing some
research. On the other hand, just knowing your topic well without a clear idea of
what you want to accomplish will lead you nowhere.
So, what result do you want to produce?
Do you want to educate your readers?
Gain their trust?
Dazzle them?
Make them think?
Do you want them to call you?
Or to order your special report?
Vote for you?
Do you want them to read everything on your website and come back for more?
Or maybe you just want them to remember you forever and tell everyone about
you?
All of the above?
Everything can be accomplished if you know what it is. Be realistic - not
everything can be done in a one short piece.
Write down your objective in one paragraph - it might be difficult at first, so
start with a few words, and build on it. You will be amazed how easy it is to
write when you really know what you want to accomplish. If you have trouble
getting started, try writing "I'm having trouble getting started, what I mean to

say is......" and watch it flow. Let your thoughts flow, brainstorm, and enjoy
yourself.
2. Organize your message logically
Create an outline - from the first point in your introduction to the last one in the
conclusion. Arrange your major points in a logical order. Then start to work on
your opening and on your conclusion.
I know it sounds strange, but you should know your conclusion before you write
the rest - like in everything else, the only way to write clearly is to know where
you are going.
Spend a lot of time on the headline and introduction because if you don't grab
the reader's attention right from the beginning, the reader won't read the rest, no
matter how good it may be!
3. Use plain language
Use simple words. Plain talk. Write the way you and your readers talk. Short
words of one, two, or three syllables. Forget about your power vocabulary - to
communicate effectively, simple is better. Do not use jargon.
Write in short, easy-to-read sentences. Avoid clichs - however use familiar
word combinations. Such phrases are usually well understood and remembered
longer than the sophisticated language.
Good grammar is important because it allows us to express ourselves clearly.
But forget about your high school English teacher and don't be afraid to violate
the rules if it helps you make your point. Break the rules whenever you feel that
it will make the message sound more real.

4. Concentrate on your reader

Even if you write about you yourself, your company, and your product,
concentrate on your reader. Because your reader is more important than your
topic, trust me! Think about helping your readers get involved with whatever
you write about, help them understand it, help them remember it.
To measure how well you pay attention to your readers, keep an eye on the use
of pronouns "me" and "you". By saying "you" (and yours) at least three times as
often as saying I (and me, we, mine, our) you take the focus away from yourself
and put it on the reader. Whenever you see too many "me" and "mine" rewrite
until your balance is right. For example: instead of "I think that this is really
important", say - "You will find that this is very important".
5. Write about what they want to know
Provide information. Do not assume that by merely describing your product or
service you are doing great job of informing the reader. Ask yourself: What do
your readers need? What do they care about? What do they want? What do they
fear? Write to answer their needs, their wants, and their fears. Make sure that
the reader will feel better informed after reading what you wrote. Keep in mind
that your readers have in their minds one major question: "What's in it for me?
So keep enticing them to read all the way to the end by constantly providing
something new and important to discover. You might explain some confusing
data, give a new perspective, or introduce new facts and new ideas
You need to be aware that even after they start to read your message, they can
still dump it in the wastepaper basket if it's paper - or with a click of that deadly
mouse if it is on their computer screen. The more you concentrate on your
reader, the more likely it is that she or he will finish reading whatever your
write.

6. Understand the advantage of writing

When you speak, it's easy to get off the subject, to get tongue-tied, say
something that can be regretted, have trouble clarifying a point, or miss
confusing statements.
Understand the beauty of writing and take full advantage of it. You can write
and rewrite until you express exactly what you say the way you want to say it.
You never run out of words because you can use a thesaurus and find the most
effective expressions. You can say much more in writing in less time than in the
face-to-face conversation because people usually read faster than you or I can
talk.
So, do not simply spill your words on the paper (or on the computer screen).
Take your time to craft the message. Keep reviewing it and rewriting until you
say what you want to say in the most effective and compelling way. Remember
that everything worth reading was rewritten many times.
7. Understand disadvantages of writing
In writing, we don't have the opportunity to use our voice tone or body language
to emphasize what we say. Our message has to be clear enough to stand alone.
Keeping that in mind, don't be afraid to use expressive personal statements.
Don't be afraid to be different.
Probably the greatest disadvantage of writing is that people will quit reading
much quicker than they will quit listening. In real life, most people will listen to
you talk even if they are bored - just to be polite - but that won't happen in print.

8. Include call for action

Always ask readers to do something to respond. It may be to call you to request

more information, recommend you to others, sign your guest book, respond to
you in writing, sign a petition, or even order your product on the spot. Whatever
it is, ask them to do something.
If you ask your readers to do something and they don't do it that usually means
your writing is not effective. Writing is a challenging task. It is time consuming
and not easy. It is also extremely essential for your business and personal
growth - not only on the Internet. A poorly written piece equals missed
opportunities, wasted time, and lost income.
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------5.Describe the pressure of writing performance reviews?
Writing up an employee appraisal is not a fun task, especially when you are
trying to strike the right balance between praising an employee for their
contributions and trying to encourage them to shore up any flaws that they have
demonstrated. This is the reason that performance reviews are not easy to write,
especially if you are trying to give the right impression and not discourage an
otherwise good employee.
Whether youre writing your first performance review or youre one-hundredth,
its never easy to tell someone that he or she is not doing good job. We tend to
put ourselves in our employees shoes and experience his or her probable
discomfort. In the business world, however, its critical to tell the truth. If one of
your employees doesnt work up to your standards, you must communicate.
Your observations to him or her clearly, directly, and promptly, if the problem is
serious, dont wait until the next review period. Document your observations for
the employees personnel file and issue warnings when necessary. Your

employee must understand the exact nature of the problem and how you think it
can be corrected. An unflattering performance review need not be brutal or
caustic to accurately convey the message. In fact, its important when you
review an employee to stick solely to business-related issues. Avoid dwelling on
petty personal traits; this could lead to character assassination.
The most powerful, effective means of getting your point across in a review is
to use the active rather than the passive voice. Because managers are often
reluctant to take responsibility for the criticism they dole out, they frequently
fall into the passive voice trap. The passive voice allows managers to avoid
taking or placing the blame, and results in weak and vague writing. As a
manager, you need to give your employees constructive feedback to make sure
the business is operating at its peak. Annual or semiannual performance reviews
give you the opportunity to praise employees for what they've done well, correct
what they're doing wrong, and discuss your vision for their growth and future at
the company. While face-to-face conversations and regular informal feedback
should always be included in the review process, the written review is an
important tool to help your staff find out where they stand. An employee can
refer back to this document to make sure he or she is staying on track between
now and the next review period. For this reason, it's especially important to
make sure the reviews you hand your team members are thorough, well-written
and easy to understand.
Frequently when performance management is mentioned, people think of the
employee performance appraisal or review. Performance management, however,
involves so much more. Properly constructed appraisals should represent a
summary of an ongoing, year-round dialogue. Focusing only on an annual
appraisal form leads to misunderstanding and under appreciation of the benefits
of performance management.

An effective performance management process enables managers to evaluate

and measure individual performance and optimize productivity by:

Aligning individual employee's day-to-day actions with strategic business

objectives

Providing visibility and clarifying accountability related to performance

expectations

Documenting individual performance to support compensation and career

planning decisions

Establishing focus for skill development and learning activity choices

Creating documentation for legal purposes, to support decisions and

reduce disputes
However, there are ways to write an effective staff review that will bring out the
best attributes in your employees while minimizing any feelings of bias. There
is arguably not a perfect way to properly write performance reviews that makes
all of your employees happy.
1. Start with the end in mind - when writing performance review this is the
best place to start. What do you want to achieve from the review? What is most
important? Are you interested in getting good feedback about your performance
or is it more about your career next steps? These are important considerations
that you need to think of in advance and prepare.
2. Understand the process and the system - this is about getting a good handle
on how the employee performance review or performance management system
works in your company.

Is it a 360 performance review system or a more traditional system? You got to

know the rules of the game if you want to play and win! Who does what, when
and how are things you need to find out. Do you get to have a say in your
review? If not, then how do you get to have a say?
3. Collect achievement data - if you are going to have a say in your review
then you have to collect facts about your performance - i.e. your achievements
right throughout the year and present them in a logical manner. Here is where
you get to really sell yourself and your achievements. Make the most of this and
you will be better prepared when writing performance review for yourself.
4. Write your draft review - you have collected your facts and now it is time to
write your review. First, make sure you are using the latest format or form.
Follow the instructions and write it in a way that brings out your achievements
clearly. Pay particular attention to the words and phrases you use to clearly and
effectively communicate your review. Summarize your strengths and what you
have learnt during the year. If your company system does not require input from
you for your manager when writing performance review then find a way around
it!
5. Give your draft review to your manager - once you have written up your
draft review you need to give it to your manager. What do you say when you do
this? How do you pre-empt any concerns or issues in advance? What can you do
to be better prepared for the discussion? If you ask the right questions you can
find these out in advance.
6. Prepare for the discussion - now that you have some idea of how the
discussion might go it is best to prepare when writing performance review. You
can use this time to think and write down the key messages you want to deliver.

Also, what questions do you want to ask? And, what feedback can you give to
your manager if asked for it?
7. Have the discussion - the big day has come. You are all ready for the
performance review discussion. How do you prepare yourself for it? What
questions related to your career must you get answers for? How do you want to
finish the discussion? 8. Anticipate how you will handle tough situations - these
often arise from time to time. What if you don't agree with something? Or,
something really unexpected happens? It is better to think about these situations
than be taken by surprise. Handle them well and you will come out stronger.
9. Follow up - the discussion has finally taken place after writing performance
review. Now what? What are the things you need to follow up on? There are
things to consider and reflect on particularly as you prepare for the next year.
10. Celebrate - something we forget but a must. Another year is over and you
have had a good review. It is time to celebrate and reward yourself for all the
hard work.
There are ways to improve writing employees reviews. By following these five
tips, you can greatly improve your experience in writing and delivering
employee reviews that are of great help to your staff. Remember to stay positive
and engaged all the time so that these reviews are a far more pleasant
experience for those involved.
1. Be Comprehensive
Basically, you need to strike a balance while being comprehensive in your
review. That way, the employee will see that you were as thorough as possible
in your evaluation. Youll want to avoid over-emphasizing a particular incident
either positive or negative unless it had a really big impact on performance. This

means that youll want to keep the entire time period into account and not try to
define an employees performance based on one incident.
A good written performance review covers all the bases of an employee's work.
It shouldn't be all positive or all negative a healthy balance of both is
necessary to help your team members evolve in their roles. In a formal
evaluation ... the feedback should be relevant and specific, with examples for
both the good and bad points. In addition to highlighting strengths and
weaknesses, a review should establish performance goals for the upcoming year,
and cover the employee's role as part of a collaborative team.
2. Provide Frequent Informal Feedback
One aspect that gets overlooked too often is that you should not limit your
feedback to employees during performance reviews or a staff review. When an
employee makes a positive contribution, say so at the time and be sure to
include it in an annual or bi-annual employee appraisal. This helps take the
pressure off from your scheduled appraisal as the communication lines have
been opened. Formal review periods shouldn't be the only times employees
receive feedback about their performance. Employee feedback should be given
throughout the year as performance issues, good or bad, arise. A formal
evaluation is ideally a recap of things that have been addressed during the year.
When there is a problem with an employee's habits or actions, address it as soon
as possible after the incident occurs to avoid bringing that tension into the
evaluation. If an employee's behavior (positive or negative) doesn't warrant
immediate feedback, make a note of it and use it as a reference point during a
formal or informal performance discussion.

3. Be Honest & Constructive

While it is never easy to tell an employee where he or she needs to improve, it
must be done. However, you should frame it in a constructive manner so that
you are encouraging them to do better, not scolding them. Be as clear and direct
as possible about any shortcomings and mistakes, but also take the time to
provide solutions to those problems. Asking open-ended questions can start an
honest conversation that allows both sides see each other's perspective and
realize why the other reacted in a certain way. Explain in detail the issue, what
you have seen, how it can be improved and where you and your management
team can help. Remember, you and your employees are all in the same business
together. Also, let employees know where this improvement can take them, such
as a promotion to a management role
4. Encourage Dialogue
About the only thing worse in a performance review than having to fight with
an employee about every little point is getting stony silence in return. You want
some type of feedback from them to your suggestions, so tailor your comments
to encourage feedback. Push your employees to give you feedback on the issues
you raised. The written review should be a brief but direct overview of
discussion points, making for a more nuanced face-to-face conversation. An
open dialogue with your employee is so beneficial in these situations. However,
if things start to get out of hand then youll want offer a break so that you and
the employee can cool down a bit and start over.
5. At the End, Be Positive
Always end performance reviews on a positive note. Encouraging your
employees and letting them know you appreciate what they do for the company
will give an added boost to a primarily good review, or lift your employee's

spirits after a somewhat negative evaluation. It pays to end on a positive note

and be encouraging in your staff review or employee appraisal. You dont want
them to leave on a negative note. After all, performance reviews are supposed to
be positive in showing employees where they can improve so the company
improves.