Business Communication

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Business Communication

  1. 1. Jason Kienbaum MBE - 411
  2. 2. Business Communication <ul><li>Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can’t get a message across clearly and motivate others to act on it, then having a message doesn’t matter. </li></ul><ul><li>- Gilbert Amelio – President and CEO of National Semiconductor Corp. </li></ul><ul><li>Activity – Secret Coaches </li></ul>
  3. 3. Communicating in Today’s World <ul><li>The importance and roles in your life </li></ul><ul><ul><li>Establish and build goodwill, Persuade, obtain or share information, build self-esteem </li></ul></ul><ul><ul><li>Speaking, Writing, Reading and Listening </li></ul></ul><ul><li>Responsibilities of participants, forms, and barriers </li></ul><ul><ul><li>Sender – audience, message environment, receiving feedback </li></ul></ul><ul><ul><li>Receiver – reading, listening, providing feedback </li></ul></ul><ul><ul><li>Internal and external barriers </li></ul></ul><ul><li>Electronic communication </li></ul><ul><ul><li>Sending and sorting documents </li></ul></ul>
  4. 4. Communication in the workplace <ul><li>Cultural differences </li></ul><ul><ul><li>Languages, body language, facial expressions, personal space, business cards </li></ul></ul><ul><li>Effective cross-cultural communication </li></ul><ul><ul><li>Learn, accept, be sensitive, be prepared, keep it short and simple </li></ul></ul><ul><li>Diversities in the workplace </li></ul><ul><ul><li>Diversity is an advantage, don’t stereotype </li></ul></ul><ul><li>Working effectively in teams </li></ul><ul><ul><li>Learn about each other, begin to get down to work, fully clarify roles and task, carry out those roles, identity as a team </li></ul></ul><ul><li>http://www.youtube.com/watch?v=dHDy15qniIY&feature=related Trump Apprentice </li></ul>
  5. 5. Nonverbal Communication <ul><li>Is the key to accurate communication! </li></ul><ul><ul><li>Body language, appearance, touch, space, time, and writing </li></ul></ul><ul><ul><li>Gestures can be good and bad </li></ul></ul><ul><ul><li>Confidence </li></ul></ul><ul><ul><li>Friendly </li></ul></ul><ul><ul><li>Posture </li></ul></ul><ul><li>Listening: an important interpersonal skill to have </li></ul><ul><ul><li>The benefits and reasons for listening </li></ul></ul><ul><ul><li>Be aware of listening barriers </li></ul></ul><ul><ul><li>Be an active listener and show it! </li></ul></ul><ul><ul><li>Activity – listening What’s my line? </li></ul></ul>
  6. 6. Communication Through Technology <ul><li>E-mails </li></ul><ul><li>Cell phones </li></ul><ul><li>Video conferencing </li></ul><ul><li>AIM </li></ul><ul><li>Blogging </li></ul><ul><li>Internet (MySpace, Facebook, and Google) </li></ul><ul><li>Faxing </li></ul><ul><li>Text messages </li></ul>
  7. 7. The Written Communication Process <ul><li>Prewriting- planning and organizing </li></ul><ul><ul><li>What’s your Objective? Inform, request, record, or persuade </li></ul></ul><ul><ul><li>Main idea and provide supporting information </li></ul></ul><ul><ul><li>Who is the receiver? </li></ul></ul><ul><li>Drafting- choosing words </li></ul><ul><ul><li>Positive words, proper titles, bias free, and appropriate words </li></ul></ul><ul><li>Revising- is everything correct and dose it flow together ( looking at paragraph structure) </li></ul><ul><li>Editing and Proofreading – methods and proofing marks </li></ul><ul><li>Article </li></ul>
  8. 8. Types of written communication Memos, E-mails, and other forms <ul><li>Uses of internal documents </li></ul><ul><ul><li>Provide a record </li></ul></ul><ul><ul><li>Are used to advise, direct, or state policy </li></ul></ul><ul><ul><li>Can be formal or informal </li></ul></ul><ul><ul><li>Used for goodwill </li></ul></ul><ul><li>Formatting and effective internal document writing </li></ul><ul><ul><li>Parts of a Memo, formatting, and Guidelines </li></ul></ul><ul><li>Abuses of emails and other documents </li></ul><ul><ul><li>Written to frequently, which become overwhelming </li></ul></ul><ul><ul><li>Written to gain attention </li></ul></ul>
  9. 9. Writing to clients and customers <ul><li>Selecting order and formatting </li></ul><ul><li>Writing letters with a neutral (routine requests), positive (order placement), or negative message (declining a request) </li></ul>
  10. 10. Researching and Using Information <ul><li>Planning and defining the search </li></ul><ul><ul><li>What are the Steps? (Plan, locate, organize, evaluate, and then use) </li></ul></ul><ul><ul><li>Understand what you are looking for – ask question </li></ul></ul><ul><li>Locating sources of information </li></ul><ul><ul><li>Use keywords when searching </li></ul></ul><ul><ul><li>Develop deadlines </li></ul></ul><ul><ul><li>Interviews, surveys, or observations </li></ul></ul><ul><ul><li>Is the information accurate, reliable, current, or bias? </li></ul></ul>
  11. 11. Using Graphic and Visual Aids <ul><li>Why use graphs or visual aids? </li></ul><ul><li>Purposes and placement of graphic aids </li></ul><ul><ul><li>Make sure the graphs are not misleading </li></ul></ul><ul><li>Developing graphic aids </li></ul><ul><ul><li>Choose the right one – tables, charts, graphs maps, photographs, and drawing </li></ul></ul><ul><li>Using visual aids for oral presentations </li></ul><ul><ul><li>Posters, flip charts, transparencies, power point, objects, whiteboards, smart boards, and handouts </li></ul></ul>
  12. 12. Writing Reports <ul><li>Planning informal reports </li></ul><ul><ul><li>Identify the problem, area to investigate, the scope, plan the research, develop outline, collect data, analyze data, draw conclusions and make recommendation </li></ul></ul><ul><li>Writing informal reports </li></ul><ul><ul><li>Direct or indirect – outlines and writing styles </li></ul></ul><ul><li>Writing formal reports </li></ul><ul><ul><li>Direct or indirect – table of contents, executive summary, introduction, etc.. </li></ul></ul><ul><li>Writing specialized reports </li></ul><ul><ul><li>Example – staff reports, audit reports, annual reports </li></ul></ul>
  13. 13. Presentation and Meetings <ul><li>Oral presentation – Briefing or formal </li></ul><ul><ul><li>Determine the objective </li></ul></ul><ul><ul><li>Analysis the audience </li></ul></ul><ul><ul><li>Time available </li></ul></ul><ul><ul><li>Delivery </li></ul></ul><ul><ul><li>Introduction, body, closing </li></ul></ul><ul><li>Effective Meetings </li></ul><ul><ul><li>Timely arrival </li></ul></ul><ul><ul><li>Active participation </li></ul></ul><ul><ul><li>Improved decision making </li></ul></ul><ul><ul><li>Positive impact </li></ul></ul>
  14. 14. Organize a Productive Meeting <ul><li>What is the type of meeting? </li></ul><ul><ul><li>To inform, develop new ideas, make decision, delegate work, to collaborate, or to persuade </li></ul></ul><ul><li>Choose participants carefully </li></ul><ul><li>Look at – Scheduling meetings carefully, appropriate site, furniture </li></ul><ul><li>Lead a meeting effectively (Roberts rule of order) </li></ul><ul><ul><li>Agendas, Staying focused, balance discussion, recognize contributions, maintain high standards, and maintain order </li></ul></ul><ul><ul><li>Business Week </li></ul></ul><ul><ul><li>http://feedroom.businessweek.com/index.jsp?auto_band=x&rf=sv&fr_story=13cc5e06275dd52acf2fdd3bec74e755d42df256 </li></ul></ul>
  15. 15. Communicating with Customers <ul><li>Customers service </li></ul><ul><ul><li>Contact, accessibility, knowing products and services, following procedures, maintaining confidentiality, ethics </li></ul></ul><ul><li>Face to face </li></ul><ul><ul><li>Greeting, introduction, exchange, closing </li></ul></ul><ul><li>Telephone communication </li></ul><ul><ul><li>Quality and clarity – plan calls, Identify yourself, tone, and courteous </li></ul></ul><ul><li>E-mail communication </li></ul>
  16. 16. Employment Communication <ul><li>Analyzing yourself </li></ul><ul><ul><li>Personal goals, career goals, qualifications </li></ul></ul><ul><li>Analyzing your market </li></ul><ul><ul><li>Job openings or internships </li></ul></ul><ul><li>Writing your resume </li></ul><ul><ul><li>Job objective, qualifications, experience, education, activates, personal information, and references </li></ul></ul><ul><ul><li>Electronic resumes </li></ul></ul>
  17. 17. Job Application and Interviewing Skills <ul><li>Writing a letter of application </li></ul><ul><li>Completing the application form </li></ul><ul><li>Interviewing well </li></ul><ul><ul><li>Learning about the company, anticipate questions, prepare questions, practice interview, bring the right information </li></ul></ul><ul><li>Writing the follow up letter </li></ul>
  18. 18. Negotiation <ul><li>Be Prepared </li></ul><ul><li>Know what's on the other side </li></ul><ul><li>Stick to the facts; don’t guess </li></ul><ul><li>When you negotiate, be fair and reasonable </li></ul>
  19. 19. Public Speaking <ul><li>Understand the purpose of the presentation </li></ul><ul><li>Keep the message clear and concise </li></ul><ul><li>Be prepared </li></ul><ul><li>Be vivid when delivering the message </li></ul>
  20. 20. Online Resources <ul><li>http://www.businessballs.com/teambuildinggames.htm </li></ul><ul><li>http://www.elitetraining.co.uk/business_game/Communication-Is-Key.htm </li></ul><ul><li>http://www.mftrou.com/basic-business-communication.html </li></ul><ul><li>http://www.1000ventures.com/business_guide/crosscuttings/biz_communication_main.html </li></ul><ul><li>http://www.bus.wisc.edu/update/winter05/business_communication.asp </li></ul><ul><li>http://job.sagepub.com/current.dtl </li></ul><ul><li>http://www.mindtools.com/page8.html </li></ul><ul><li>http://www.inc.com/guides/growth/23032.html </li></ul>
  21. 21. Book Resources <ul><li>The Big book of Business Games: By John Newstrom and Edward Scannell </li></ul><ul><li>101 Great Games and Activities: By Arthur VanGundy </li></ul><ul><li>Successful Negotiation: By Robert Maddux </li></ul><ul><li>Moving the Meeting: By Jana Kemp </li></ul><ul><li>Business Communication: By Tom Means </li></ul><ul><li>Business Communication Today: By John Schatzman and Barbara Title </li></ul>

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