Business communication

BUSINESS COMMUNICATION

Business Communication

Process of Communication

Business Communication is…
any communication used to promote a product, service, or organization

Skills involved in Business

Communication is…
The exchange of messages between and among human beings
Transfer of knowledge or information from one to another

Good Communication is Good Business

WHY IS GOOD BUSINESS COMMUNICATION NECESSARY?

1. Correctness
Use the right level of language
Correct use of grammar, spelling and punctuation
Accuracy in stating facts and figures
Correctness in message helps in building confidence.

2. Clarity
demands the use of simple language and easy sentence structure in composing the message
Clarity makes comprehension easier.

3. Conciseness
saves time of both the sender and the receiver
can be achieved by avoiding wordy expressions and repetition
Using brief and to the point sentences
Conciseness saves time.

WORDY CONCISE Due to the fact that because In due course soon At this time now Few in number few On a weekly basis weekly In spite of the fact that although Until such time as until Meet together meet

4. Completeness
The message must bear all the necessary information to bring the response you desire.
answer all the questions
go for extra details if needed
Completeness brings the desired response.

5. Consideration
demands to put oneself in the place of receiver while composing a message
Focus on “you” instead of “I” or “we”
emphasizes positive pleasant facts, visualizing reader’s problems, desires, emotions and his response
Consideration means understanding of human nature.

NEGATIVE EMOTION/ EXPRESSION TRANSFORMS INTO Anxious A little concerned Confused curious Destroyed Set back Stressed busy Lost searching

NEGATIVE EMOTION/ EXPRESSION TRANSFORMS INTO I hate I prefer Insulted misunderstood Painful uncomfortable Disgusted surprised Failure learning

GOOD WORD GREAT WORD Attractive gorgeous Fortunate blessed Smart gifted Curious fascinated Confident unstoppable

6. Concreteness
Being definite, vivid and specific rather than vague, obscure and general
Putting action into the verbs
Concreteness reinforces confidence.

7. Courtesy
not only thinking about receiver but also valuing his feelings
using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver
build goodwill
Courtesy strengthen relations.

COMMUNICATION PSYCHOLOGY: Understanding human behavior through communication

MASLOW’S HIERARCHY OF HUMAN NEEDS

Our needs determine our reaction.

NONVERBAL COMMUNICATION

Nonverbal Communication is…
when we communicate in ways other than using the spoken word

Key Elements

APPLYING PSYCHOLOGY TO HUMAN RELATIONS
Promoting goodwill
Customer goodwill

ESSENTIALS OF GOODWILL
Be courteous.
Be pleasant and cordial.
Use the customer’s name.
Listen attentively.
Give prompt service.
Vendor goodwill
Coworker goodwill
Credibility and goodwill

IMPROVING HUMAN RELATIONS
Seven Habits of Highly effective People
Leadership Training
Outings and Team-building activities

The 7 Habits of Highly Effective People By: Stephen R. Covey
Private Victory
Be Proactive
Begin with the End in Mind
Put First Things First
Public Victory
Think Win / Win
Seek First to Understand, Then to Be Understood
Synergize
Renewal
Sharpen the Saw
The 7 Habits of Highly Ineffective People By: John R. Covey. Adapted.
Private Failure
Be reactive: doubt yourself and blame others
Work without any clear end in mind
Do the urgent things first
Public Failure
Think win / lose
Seek first to be understood
If you can't win, compromise
Staying Down
Fear change and put off improvement

Thank you!

Business communication

by Draizelle Sexon

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