2. Effective and ethical business communication
Professionalism in the workplace
Intercultural business communication
Writing tips for the business professional
The use of electronic messages and digital media for business
communication
Positive and negative messages
Business Presentations
Business reports, plans, and proposals
AGENDA
3. Communication begins when the sender has an
idea
Ideas can be shaped by the senders mood,
frame of reference, background, culture, and
physical makeup
Step two is encoding the idea into a message
Step three the message travels over channels
like, computer, telephone, cell phone, letter,
memorandum, report, announcement, picture,
spoken word, fax, Web page, or through some
other channel
Step four the receiver decodes/translates the
message from the sender
The final step feedback travels back to the
sender acknowledging receipt of the message or
requesting additional information
Careful communicators can conquer barriers by
anticipating problems in encoding, transmitting
and decoding a message.
EFFECTIVE BUSINESS
COMMUNICATION PROCESS
Idea
Sender
ReceiverFeedback
4. Function of business
communication
1. To inform
2. To persuade
3. To promote goodwill
Internal communication is used
for superiors, coworkers, and
subordinates
External communication is used
with customers, suppliers,
government agencies, and the
public
EFFECTIVE BUSINESS
COMMUNICATION
5. Know the laws and follow them.
Always tell the truth
Stick to the facts, opinions are
not welcome
Know your biases and keep them
from distorting the message
Communicate clearly so the
receiver understands easily and
quickly
Use language that includes rather
than excludes
Give credit for ideas
ETHICAL BUSINESS
COMMUNICATION
6. Consider if the action is legal
View the problem from the other side
Consider all alternative solutions to the problem
Discuss the problem with a trusted colleague
If family, friends, employers, or coworkers were to know what happened
how would you feel
DOING THE RIGHT THING
7. Professionalism is described as the conduct, aims, or qualities that
characterize or mark a profession or a professional person.
Professionalism leads to success.
PROFESSIONALISM
8. Good speech habits
E-mail etiquette free from IM
slang and senseless chatting
Use a professional E-mail address
Cell phones turned off before
meetings, use only when the
conversation can be private
Texting only when appropriate
PROJECTING PROFESSIONALISM
THROUGH COMMUNICATION
9. Use polite words
Express sincere appreciation and praise
Careful when sharing personal information
Do not criticize people,
Respect coworkers space
Avoid profanity or questionable jokes
Clean up after yourself
Do not argue, keep calm and focus on the work
Respect others opinions
PROFESSIONAL ETIQUETTE
10. Doing business across boarders is
now commonplace
Technological advances in
communication and
transportation are major
contributors in global
interconnectivity
World commerce are
intermingling more and more
More global jobs, products, and
customers
INTERCULTURAL BUSINESS
COMMUNICATION
11. Culture is learned in early
childhood
Reinforces values and beliefs
Basis of self-identity and
community
Cultural routines can be visible
and invisible
Dynamics of cultures are ever
changing based on the world
around them
UNDERSTANDING CULTURE
13. Use foreign phrases when
communicating verbally
Speak clearly using simple easy to
understand English words
Speak Slowly
Observe non-verbal messages that
signal when the listener is lost
Encourage feedback
Check for comprehension of the
message
Follow up in writing
Understand local styles and
standards
Observe titles and rank
Use short sentences and short
paragraphs
Avoid ambiguous expressions
Avoid words with many meanings
Use correct grammar
Oral Communication Written Messages
KNOW THE CULTURE AND WHAT
FORM OF COMMUNICATION IS
PREFERRED
14. Select the right channels for the
message
Know the audience
Avoid company acronyms
Use bias-free language
Be positive and courteous
WRITING TIPS FOR THE BUSINESS
PROFESSIONAL
15. 3. Revising
Revise Proofread Evaluate
2. Writing
Research Organize Compose
1. Prewriting
Analyze Anticipate Adapt
GUFFEY’S 3-X-3 WRITING PROCESS
17. Understand basic sentence
structure and elements
Avoid fragmented sentences and
punctuation errors
Do not use run-on sentence
Know what a comma-splice is
Keep sentences short for better
comprehension
Use vivid words to help the
reader picture the idea clearly
Short paragraph use
EFFECTIVE WRITING TIPS
18. E-mail has become the channel of choice for business communication
Instant messaging, great for interactive and immediate response needs
Text messaging short messaging for rapid responses
Podcasts used to improve customer relations, marketing, training, product
launches, and viral marketing
Blogs allow for businesses to show a more personal side
Wikis are central locations where documents and information can be
shared publicly or privately
Social networking gives businesses an opportunity to reach out to
customers and the public
ELECTRONIC MESSAGES AND DIGITAL
MEDIA FOR BUSINESS
COMMUNICATION
19. Positive messages start with the
writing process. (3-X-3)
Be clear with the message
Share the Vision and Mission of
the company
Inspire and motivate others
Be considerate of the purpose for
the message
Decide Whether to Apologize
Use sensitive language
Win back the customer’s
confidence
Always concentrate on the 5 Ss
Selfless
Specific
Sincere
Spontaneous
Short
Positive Messages Negative Messages
POSITIVE AND NEGATIVE
MESSAGES
20. Know the Audience
Plan how to organize the presentation
Know when to use humor, personal examples, and experiences
Account for age, gender, education, experience and size of the
audience
First Impressions
Express clear ideas
Images, and graphics that help communicate the message
Effective use of presentation tools
Effective delivery
Practice the entire presentation
Know the subject
BUSINESS PRESENTATIONS
21. Use the Guffey’s 3-X-3 Writing
Process
Reports discuss, analyze, interpret,
and evaluates the research findings
or solution to a problem
Start with the purpose
Follow information in order
Summarize key points
Remove nonessential details
Strategic wording
Use an outline
Watch the length
BUSINESS REPORTS
22. Be clear about what the business
has to offer
Clearly define what the business
is selling
Avoid being a Jack of all trades
Learn to strategize
Create a niche for the business
Know the market and industry
Identify opportunities for the
business in the future
CREATING A BUSINESS PLAN
23. Executive summary is the snapshot of the business plan
Company description provides information on what the business does
Market analysis, research on the industry
Organization and management outline
Service or product line the business is offering
Marketing and sales
Funding request
Future financial projections
Appendix for resume, permits and leases
PARTS OF A BUSINESS PLANS
24. Written offers to solve problems,
provide services, or sell
equipment
Maybe internal or external
reports
Solicited proposals is asked for by
the customer
Unsolicited proposal is sent to a
potential client without being
asked for.
BUSINESS PROPOSALS
25. Presented in a short two to four
page letter
Contains six principal
components: introduction,
background, proposal, staffing,
budget, and authorization request
Varies in length from 5 to 200 or more pages
Organized into more parts to facilitate
comprehension in addition to the six principal
components of the informal proposal
Copy of the RFP
Letter of Transmittal
Abstract or Executive Summary
Title Page
Table of Contents
List of Illustrations
Appendix
Infor mal Proposal For mal Proposal
BUSINESS PROPOSAL
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