Introduction to business communication
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My presentation to the students of Jain University - on 4-February 2017
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Introduction to business communication
- 1. Introduction to Business Communication Jain University, bengaluru sgopalaswamy@gmail.com @tweedaamtweeds
- 2. Roles
- 3. Timekeeper
- 6. Objective = commercial benefit
- 8. Why business communication ? 1. Diverse audience 2. Diverse workplace 3. Ability to convince – make a sale 4. …………………………………… Remove your barriers
- 9. Examples of business communication
- 10. 1.Face 2 Face meetings 2.E-mails 3.Advertising
- 11. What’s common to all of these ? • Sender • Communication • Medium of communication • Receiver Feedback mechanism Berlo’s SCMR model of communication (feedback added later)
- 12. Summary – 1 1. Purpose = commercial benefit 2. Why ? = Barriers 3. SCMR (w/ feedback)
- 13. Face 2 Face meetings
- 14. Successful F2F conversation 55% 37% 8% Facial expression Tone of voice Actual words Forbes 2016’ – Communication at the workplace
- 15. Successful Phone conversation 55% 37% 8% Facial expression Tone of voice Actual words Forbes 2016’ – Communication at the workplace
- 16. Types of business communication Verbal Non verbal
- 19. Standing Posture >6-8 inches
- 20. Crossed Arms = ?
- 21. Hands <>pockets
- 22. The Box Spectrum
- 25. Use a mirror Or your friends……….
- 28. Listening Is 1. Voluntary 2. Interpreting Ears + Brain Is NOT 1. Hearing Ears ONLY
- 29. Effective Listening Open mind Be alert Connect With what you already know ASK
- 30. Speaking Tone Pitch Emotion Affirmative = Level pitch Rhythm The importance of Pausing
- 31. Stressing the right word Today is the best day of my life
- 32. Where is the story ?
- 34. Summary - 2 Verbal Non verbal Eye contact Standing posture Arms posture Hands posture Disbelief barrier creators Listening - Ears + Brains Open mind Alert Connect Ask Speaking Tone Pitch Rhythm Story
- 35. The Horror Reading and writing Skills
- 36. Reading skills Extensive Intensive Knowledge, books Contracts, claims Try reading business newspapers
- 37. Reading skills Skimming Scanning Online News, quick summary Searching for keywords Critical Presentations, data analysis, interpretation
- 38. Writing Direct Simple Review At least twice – how does it sound to you ?
- 39. E-mail communication 110E-mails received and sent every day 75Internal E-mails received and sent every day Forbes 2015’ – Communication at the workplace
- 40. E-mail etiquette
- 42. DON’T WRITE IN CRAZY FONTS AND LARGE FONT-SIZES
- 43. An e-mail is not a novel • Be brief • Completeness (concrete dates, actions numbers, tables, bullet points) • Express Tact and courtesy – Appreciation is always nice
- 44. Pitfalls of e-mails • E-mails will be stored and documented forever • E-mails can be forwarded to anyone • Assume your e-mail could e read by anyone even outside your business network • Always proof-read. Silly mistakes don’t reflect well on you • E-mail is not verbal conversation. Avoid using similar language
- 45. Enquiry e-mails • I’m interested in • I’d be grateful if you could • I’d like to get a description of… • Do you supply …. • Does it include…. • What is the price ….. • Could you please…….
- 46. Response e-mails • Thanks for your enquiry/interest… • Here are the details you asked for…. • Please find attached… • Yes, we do supply …. • The pricing is as follows …. • Do let me know if you have any questions…..
- 47. Complaint e-mails • I’d like to bring to your notice that…… • I enquired about…….. • I’m unhappy at the way I’ve been treated… • I sincerely hope you could look into it… • Could you please respond at the earliest….. • I’m sure you’re aware • You’d be happy to know I’ve been a loyal customer..
- 48. Reminder e-mails • Gentle reminder (on the subject line) • Please Read (on the subject line) • I haven’t heard back from you… • I’d like to remind you….. • Is there anyone else I could reach out to…..
- 49. Sentencing in e-mails • Use correct sentence case • Don’t use shortened words - thru, condn, mgmt etc • Use BOLD and underline sparingly • Always capitalize proper nouns • Punctuate correctly. • Check spellings
- 50. Covering letters for resumes Most Illustrious Lord, Having now sufficiently considered the specimens of all those who proclaim themselves skilled contrivers of instruments of war, and that the invention and operation of the said instruments are nothing different from those in common use: I shall endeavor, without prejudice to any one else, to explain myself to your Excellency, showing your Lordship my secret, and then offering them to your best pleasure and approbation to work with effect at opportune moments on all those things which, in part, shall be briefly noted below. 1. I have a sort of extremely light and strong bridges, adapted to be most easily carried, and with them you may pursue, and at any time flee from the enemy; and others, secure and indestructible by fire and battle, easy and convenient to lift and place. Also methods of burning and destroying those of the enemy. 2. I know how, when a place is besieged, to take the water out of the trenches, and make endless variety of bridges, and covered ways and ladders, and other machines pertaining to such expeditions. 3. If, by reason of the height of the banks, or the strength of the place and its position, it is impossible, when besieging a place, to avail oneself of the plan of bombardment, I have methods for destroying every rock or other fortress, even if it were founded on a rock, etc.
- 51. Covering letters for resumes 4. Again, I have kinds of mortars; most convenient and easy to carry; and with these I can fling small stones almost resembling a storm; and with the smoke of these cause great terror to the enemy, to his great detriment and confusion. 5. And if the fight should be at sea I have kinds of many machines most efficient for offense and defense; and vessels which will resist the attack of the largest guns and powder and fumes. 6. I have means by secret and tortuous mines and ways, made without noise, to reach a designated spot, even if it were needed to pass under a trench or a river. 7. I will make covered chariots, safe and unattackable, which, entering among the enemy with their artillery, there is no body of men so great but they would break them. And behind these, infantry could follow quite unhurt and without any hindrance.
- 52. Covering letters for resumes 8. In case of need I will make big guns, mortars, and light ordnance of fine and useful forms, out of the common type. 9. Where the operation of bombardment might fail, I would contrive catapults, mangonels, trabocchi, and other machines of marvellous efficacy and not in common use. And in short, according to the variety of cases, I can contrive various and endless means of offense and defense. 10. In times of peace I believe I can give perfect satisfaction and to the equal of any other in architecture and the composition of buildings public and private; and in guiding water from one place to another. 11. I can carry out sculpture in marble, bronze, or clay, and also I can do in painting whatever may be done, as well as any other, be he who he may. Again, the bronze horse may be taken in hand, which is to be to the immortal glory and eternal honor of the prince your father of happy memory, and of the illustrious house of Sforza. And if any of the above-named things seem to anyone to be impossible or not feasible, I am most ready to make the experiment in your park, or in whatever place may please your Excellency – to whom I comment myself with the utmost humility, etc
- 53. Summary - 3 • Reading Skills – Extensive – Intensive – Skimming – Scanning – Critical • Writing Skills – Direct – Simple – Review • E-mail etiquette • Agenda • Time • Expected outcome – Popular e-mail types – Enquiry – Response – Complaint – Reminder
- 55. • The headline • The image • The body • Call to action • Ad placement
- 56. McDonalds wanted to announce free Wifi to all customers in all their outlets in 2004
- 58. Band Aid Extra Large
- 62. Win friends and influence people
- 65. How do make people like you ?
- 66. Listen Be interested Remember names Give importance
- 67. How do you sell ?
- 68. Dramatize your ideas Throw a challenge Speak from the customer’s point of view
- 69. How do you sell ?
Editor's Notes
- Good morning people, It’s great to be here in the heart of Bangalore. I must thank all of you for making it here well on time, and I must also thank your esteemed faculty for facilitating this class. I’m Sriram, and you will address me by my first name. I don’t have an academic degree to be addressed with any honorifics. I start on time and end on time – and I will ensure all of you listen to me. To aid me, I will enlist support from some of you in this classroom.
- I’m telling you – listen to me, and you will remember the most important 5 Things of Business Communication that will save your life in the corporate world
- Ok. Who is looking at their watch right now ? You. You will be my timekeeper and give me a timeout signal 10 minutes before my time is over
- Now. I need a decorum keeper. Decorum keeper – You’re going to ensure there is decorum in this class. There won’t be loud conversations . There won’t be idle chit chatting. If you notice the noise levels going up, you will stop me and tell everyone to shut up in your own way
- Let’s start then. When I say business communication, what are the words that come to your mind ? I need You to come over here and note the words for the benefit of everyone
- Ok. On the second page – note down what all forms of communication do you think is business communication???
- Can any of you tell me why Business communication is important ?
- I’m not going to talk about Shannon’s model
- Non verbal – facial expressions, posture, eye contact gait, tone, sign language, voice modulation Verbal – Written communication, Oral communication (f2F)
- Now, I need 2 volunteers Volunteer A is from Company X and is the head of Sales. A sells internet broadband Volunteer B is from Company B and is the head of procurement I want an observer to note down comments
- Non verbal – facial expressions, posture, eye contact gait, tone, sign language, voice modulation Verbal – Written communication, Oral communication (f2F)