BUSINESS COMMUNICATIONS

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BUSINESS COMMUNICATIONS

• Level I

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OBJECTIVE

• Be able to define communications

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Communications

• The transmitting and receiving of information
• Information - The Message
• Transmitting - Sending
• Receiving - Getting

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The Communications Model
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The Communications Model
A. The Sender B. The Message C. The
Receiver D. Feedback E. The Environment F.
Blocks
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The Communications ModelOn-the-Job
A. The Sender - The Boss, Customers,
Employees, Vendors, The Community, etc. -
Verbal, Written, Body Language, Facial,
Electronic
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The Communications ModelOn-the-Job
A. The Sender B. The Message - The Boss -
Orders, Evaluations, Goals, Tasks,
Successes /Failures, - Customers -
Wants/Needs, Ideas, Are They Satisfied? -
Employees - Problems, Ideas, Store Image,
Policies, Customer Reactions
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The Communications ModelOn-the-Job
A. The Sender B. The Message - Vendors -
Products Available, Prices, Ideas,
Market Research Results, etc. -
Community - Wants/Needs, Image of
Store
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The Communications ModelOn-the-Job
C. The Receiver - The Boss, Customers,
Employees, Vendors, The Community, etc. -
Verbal, Written, Body Language, Facial,
Electronic
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The Communications ModelOn-the-Job

• D.) Feedback
• Sales
• Profits
• Market Research
• Work Evaluations
• Employee Satisfaction?

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The Communications ModelOn-the-Job

• E.) The Environment
• Store
• Office
• Job Site
• Media
• Electronics

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The Communications ModelOn-the-Job

• F.) Blocks Distractions
• Competition
• Poor Attitudes
• Poor Decision Making
• Bias or Assumptions
• Poor Grammar/Word Usage/Spelling

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OBJECTIVE

• Be able to describe how you can use the
• Five Cs of Good Communication

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Five Cs of Good Communication

• Concise
• Complete
• Courtesy
• Correct
• Clear

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OBJECTIVE

• Be able to prepare and present a speech

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Terminology

• Poise
• Volume
• Rate
• Pitch
• Eye Contact
• Facial Expressions
• Gestures

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Terminology

• Posture
• Vocal Pauses
• Fluency
• Distracting Mannerisms
• Conviction
• Articulation
• Pronunciation
• Familiarity

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Terminology

• Introduction
• Organization
• Need
• Satisfaction
• Visualization
• Reasoning
• Appropriateness
• Persuasive

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Preparing and Presenting a Speech

• A.) Purpose
• to attract attention
• to clarify a problem
• to entertain
• to inform
• to sell an idea!!!
• (Or Product)

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Preparing and Presenting a Speech

• B.) Introductions
• Refer to subject
• Refer to an occasion
• Personal greeting
• Rhetorical question
• Startling Statement
• Quotation

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Preparing and Presenting a Speech

• C.) Introductions
• Humorous Anecdote
• Illustration
• Demonstration
• Benefits
• Combination Approach

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Preparing and Presenting a Speech

• D.) State Proposition
• (goal of your presentation)
• I've been asked to . . .
• I've got an idea to . . .
• This is what you want to do!
• so that is your problem to
• solve it, we need to . .

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Preparing and Presenting a Speech

• E.) Arrangements
• Time lines
• Spatial
• Cause effect
• Problem / Solution
• Feature / Benefit

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Preparing and Presenting a Speech

• F.) Supporting Material
• Explanations
• Comparisons
• Illustrations
• Statistics
• Testimonials

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Preparing and Presenting a Speech

• F.) Supporting Material
• Visual Aids
• Descriptions
• Narrative (Story)
• Combinations

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Preparing and Presenting a Speech

• G.) Conclusion
• To summarize
• To appeal for action
• to present a challenge
• Offer an inducement
• Combination

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OBJECTIVE

• Be able to introduce yourself others in a
  businesslike manner

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Introductions

• A.) When
• Promptly
• When you are the only one who knows everyone

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Introductions

• B.) How
• State your 1st and last name some connecting
  information about yourself or the person you are
  introducing

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Introductions

• C.) Guidelines
• Use first names only w/ permission
• Introduce older people and people with higher
  positions first (Identify the position)

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Introductions

• C.) Guidelines (cont.)
• Always introduce customers first
• Use proper titles
• Know how to shake hands in a businesslike
  manner!!!

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Shaking Hands in Business

• C.) Guidelines
• Firmness Depth
• Dryness Length
• Eye Contact

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OBJECTIVE

• Be able to use the telephone in a businesslike
  manner

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Using the Telephone in a Businesslike Manner

• A.) Voice Traits
• Alertness
• Expressive
• Natural
• Pleasantness
• Distinctiveness

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Using the Telephone in a Businesslike Manner

• B.) Placing a Call
• Plan your call organize all your necessary
  information before you place the call

• Check the phone number
• Call _at_ the right time

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Using the Telephone in a Businesslike Manner

• B.) Placing a Call
• When the party answers, state your name, your
  company, the reason for your call

• Wait at least ten rings
• Avoid personal calls!!!
• (The phone is a business tool)

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Using the Telephone in a Businesslike Manner

• B.) Answering a Call
• Use a pleasant greeting, identify yourself, and
  your company
• Use the callers name

• Listen actively
• Avoid the holdbutton
• Offer an alternative!

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Using the Telephone in a Businesslike Manner

• B.) Answering a Call
• Allow the caller to terminate the call

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Message Taking
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Active Listening
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Actions Speak Louder Than Words

• Dependability
  Interest/Enthusiasm
• Industrious
  Adaptability
• Honesty/Integrity Initiative
• Loyalty
  Creativity
• Positive Attitude
  Self-Control
• Self-Confidence Empathy
• Assertiveness
  Leadership
• Cooperation
  Orderliness

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Actions Speak Louder Than Words