Business communication


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Business communication

  2. 2. Business Communication
  3. 3. Process of Communication
  4. 4. Business Communication is… <ul><li>any communication used to promote a product, service, or organization </li></ul>
  5. 5. Skills involved in Business
  6. 6. Communication is… <ul><li>The exchange of messages between and among human beings </li></ul><ul><li>Transfer of knowledge or information from one to another </li></ul>
  7. 9. Good Communication is Good Business
  9. 13. 1. Correctness <ul><ul><li>Use the right level of language </li></ul></ul><ul><ul><li>Correct use of grammar, spelling and punctuation </li></ul></ul><ul><ul><li>Accuracy in stating facts and figures </li></ul></ul><ul><li>Correctness  in message helps in building confidence. </li></ul>
  10. 14. 2. Clarity <ul><li>demands the use of simple language  and easy sentence structure in composing the message </li></ul><ul><li>Clarity  makes comprehension easier. </li></ul>
  11. 15. 3. Conciseness <ul><li>saves time of both the sender and the receiver </li></ul><ul><li>can be achieved by avoiding wordy expressions and repetition </li></ul><ul><li>Using brief and to the point sentences </li></ul><ul><li>Conciseness  saves time. </li></ul>
  12. 16. 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
  13. 17. 4. Completeness <ul><li>The message must bear all the necessary information to bring the response you desire. </li></ul><ul><li>answer all the questions </li></ul><ul><li>go for extra details if needed </li></ul><ul><li>Completeness brings the desired response. </li></ul>
  14. 18. 5. Consideration <ul><li>demands to put oneself in the place of receiver  while composing a message </li></ul><ul><li>Focus on “you” instead of “I” or “we” </li></ul><ul><li>emphasizes positive pleasant facts, visualizing reader’s problems, desires, emotions and his response </li></ul><ul><li>Consideration  means understanding of human nature. </li></ul>
  15. 19. NEGATIVE EMOTION/ EXPRESSION TRANSFORMS INTO Anxious A little concerned Confused curious Destroyed Set back Stressed busy Lost searching
  16. 20. NEGATIVE EMOTION/ EXPRESSION TRANSFORMS INTO I hate I prefer Insulted misunderstood Painful uncomfortable Disgusted surprised Failure learning
  17. 21. GOOD WORD GREAT WORD Attractive gorgeous Fortunate blessed Smart gifted Curious fascinated Confident unstoppable
  18. 22. 6. Concreteness <ul><li>Being definite, vivid and specific rather than vague, obscure and general </li></ul><ul><li>Putting action into the verbs </li></ul><ul><li>Concreteness  reinforces confidence. </li></ul>
  19. 23. 7. Courtesy <ul><li>not only thinking about receiver but also valuing his feelings </li></ul><ul><li>using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver </li></ul><ul><li>build goodwill </li></ul><ul><li>Courtesy  strengthen relations. </li></ul>
  20. 24. COMMUNICATION PSYCHOLOGY: Understanding human behavior through communication
  22. 26. Our needs determine our reaction.
  24. 30. Nonverbal Communication is… <ul><li>when we communicate in ways other than using the spoken word </li></ul>
  25. 32. Key Elements
  26. 33. APPLYING PSYCHOLOGY TO HUMAN RELATIONS <ul><li>Promoting goodwill </li></ul><ul><li>Customer goodwill </li></ul>
  27. 34. ESSENTIALS OF GOODWILL <ul><li>Be courteous. </li></ul><ul><li>Be pleasant and cordial. </li></ul><ul><li>Use the customer’s name. </li></ul><ul><li>Listen attentively. </li></ul><ul><li>Give prompt service. </li></ul><ul><li>Vendor goodwill </li></ul><ul><li>Coworker goodwill </li></ul><ul><li>Credibility and goodwill </li></ul>
  28. 35. IMPROVING HUMAN RELATIONS <ul><li>Seven Habits of Highly effective People </li></ul><ul><li>Leadership Training </li></ul><ul><li>Outings and Team-building activities </li></ul>
  29. 36. The 7 Habits of Highly Effective People By: Stephen R. Covey <ul><li>Private Victory </li></ul><ul><li>Be Proactive </li></ul><ul><li>Begin with  the End in Mind </li></ul><ul><li>Put First Things First </li></ul><ul><li>Public Victory </li></ul><ul><li>Think Win / Win </li></ul><ul><li>Seek First to Understand, Then to Be Understood </li></ul><ul><li>Synergize </li></ul><ul><li>Renewal </li></ul><ul><li>Sharpen the Saw </li></ul>The 7 Habits of Highly Ineffective People By: John   R. Covey. Adapted. <ul><li>Private Failure </li></ul><ul><li>Be reactive: doubt yourself and blame others </li></ul><ul><li>Work without any clear end in mind </li></ul><ul><li>Do the urgent things first </li></ul><ul><li>Public Failure </li></ul><ul><li>Think  win / lose </li></ul><ul><li>Seek first to be understood </li></ul><ul><li>If you can't win, compromise </li></ul><ul><li>Staying Down </li></ul><ul><li>Fear change and put off improvement </li></ul>
  30. 37.  
  31. 38. Thank you!