Business Communication

Personal Finance Practical Business February 10, 2014

Daily Quiz

Will I really have to write? Dont I know enough about communication? What does communication accomplish? How much does correspondence cost? What makes a message effective? How should I analyze business communication situations?

Work Require Communication

People communicate to - Plan products and services - Hire, train and motivate workers - Coordinate manufacturing and delivery; - Persuade customers to buy, and - Bill them for the sale

Tangible vs. Intangible

For many businesses (non-profit, community, government organization) The product is information (intangible) or a service (intangible), rather than tangible.

Information and services are created then delivered by communication

So,

Unless you have a fairy godmother, youll need to know how to communicate

Forms of Communications

Verbal that uses words

Non-verbal message transferring without words

Communication Affects
All Levels of Work Communication skills as being among the most important for modern supervisors
-Brad Humphreys and Jeff Stokes, Training Specialists

Employees looking for career change need such transferable skills as the ability to analyze, write, persuade and manage. Andrew Posner, Career Counselor

Myths Will I Have to Write?

Yes, A lot. Claim 1 Secretaries will do all my writings Claim 2 Ill use form letters or templates when I need to write Claim 3 Im being hired as an accountant, not a writer. Claim 4 Ill just pick up the phone.

Dont Know Enough About Communication?

Business communication differs from other school writing.

Purpose Audience Information Organization Style Document Design Visuals

What Does Communication Accomplish?

Management happens through communication

Managers have three (3) basic jobs: 1. To collect and convey information 2. To make decisions, and 3. To promote interpersonal unity

Internal Audiences

External Audiences

The Importance of Listening, Speaking and Interpersonal Communication

As a newcomer in an organization, informal listening, speaking and working in groups are just as important as writing formal documents and giving formal oral presentation. Grapevine an informal source of co. information (values and cultures).

Networking
Communication with others in your office and in your town and also in workgroup will be crucial to your success

The Purpose of Message in Organizations

The purpose to communicate have one or more of three (3) purposes:
1.

To inform To explain, tell something To request or persuade You want reader to act. and

2.

3.

To build goodwill You create a good image of company and of yourself. The kind that makes them want to continue to do business with you

BAD Communication Waste Time & Money

$22.13
A page, even more if it does not work
Time employee time (54mn per page Computer Software Survey Consultant $24.59 Wages

What Makes a Message Effective

Clear & Concise Complete

Correct
Saves time Builds Goodwill

Whether a message contains all five criteria depends on the interactions among the writer, the audience, the purpose of the message and the situation. NO single set of words will work in all situations.

BETTER Writing
Helps You - Save time. - Make your efforts more effective. - Communicate your points more clearly.

How Should I Analyze Business Communication Situations?

Whats at stake to whom? Should you send a message What channel should you use? What should you say? How should you say it?

Questions to Analyze Business Communication Problems

PAIBOC
P - What are your PURPOSE in writing or speaking? A Who is (are) your AUDIENCE (s)? I What INFORMATION must your message include? B What reasons or reader BENEFIT can you use to support your position? O what OBJECTIVE can you expect your reader(s) to have? C How will the CONTEXT affect the readers response?

HOMEWORK

You are a Customer Service Supervisor (CSS), fairly new to this company and Mrs. Hav N. Badday (customer) calls you with a complaint. She purchased books for her oldest child and your company, Book-R-Us messed up. Not only did she receive the books three days later than she anticipated but one of the three books is wrong. Form of communication letter to customer. Message to your sales persons supervisor through an email Have the letter and e-mail message sent to my e-mail aprudent@centralfellowship.org

Work in class on Friday - Due Monday February 24, 2014