Professional Communication


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Best practices and tips for enhancing business communication

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Professional Communication

  1. 1. Professional Communication<br />Best practices and tips for enhancing business communication<br />
  2. 2. Introductions<br />Turn to someone next to you<br />Share info at right<br />In a moment, you’ll be asked to introduce the person to the group, giving the information they gave you<br />Name, department, something I like about my job<br />
  3. 3. Agenda<br />Costs & Benefits<br />Functions<br />Types<br />Oral vs. Written<br />Best Practices<br />Summary<br />
  4. 4.
  5. 5. Costs & Benefits<br />
  6. 6. Costs of Poor Communication<br />*barriers to communication: lack of communication skills, differing frames of reference,<br /> fear of reprisals, unclear/lengthy paths of communication, lack of trust, ambiguity<br />Unclear expectations<br />Misunderstandings<br />Not communicating ideas & knowledge<br />Wasted time & resources<br />Bad relationships<br />Slow skills development & longer to solve problems<br />
  7. 7. Benefits of Effective Communication<br />
  8. 8. Functions of Organizational Communication<br />
  9. 9. Functions<br />To inform<br />To persuade<br />To promote goodwill<br />
  10. 10. Types of Business Communication<br />
  11. 11. Types: Face to Face<br />
  12. 12. Types: Telephone & Voicemail<br />
  13. 13. Types: Written (personal)<br />
  14. 14. Types: Written (formal)<br />
  15. 15. Oral vs. Written<br />
  16. 16. Advantages of Verbal<br />More personal and motivating<br />Minimizes misunderstandings<br />Allows immediate response<br />Easy, comes more naturally<br />
  17. 17. Disadvantages of Verbal<br />No written record<br />May be inconvenient<br />Can be forgotten<br />
  18. 18. Advantages of Written<br />Permanent record<br />Convenient<br />Easily distributed<br />Can be revised/proofread<br />
  19. 19. Disadvantages of Written<br />Takes more time<br />Provides no immediate response to either party<br />Misunderstandings can arise from lack of body language/verbal clues<br />
  20. 20. Activity<br />Get up out of your seat<br />Find someone you weren’t sitting next to<br />Stand back to back<br />Take turns commenting or recalling something we just discussed<br />
  21. 21. Best Practices<br />
  22. 22. Best Practices: Face to Face<br />Prepare<br />Ask for/be receptive to honest feedback<br />Practice active listening<br />
  23. 23. Best Practices: Telephone<br />Be professional<br />Take notes during call<br />Before putting someone on hold, ask<br />
  24. 24. Best Practices: Voicemail<br />Check your messages regularly and respond in timely manner<br />When leaving voicemail:<br />State name and number<br />Short message<br />restate name and number<br />
  25. 25. Best Practices: Written (personal)<br />Subject line<br />Greeting<br />Spell check<br />Bullets<br />Avoid “texting” language<br />
  26. 26. Best Practices: Written (formal)<br />Appearance and format<br />Clear language: simple & logical<br />Concise and well organized<br />Keep objectives in mind<br />Make clear action you want taken<br />
  27. 27. 10 Golden Rules of Social Media<br />
  28. 28. Best Practices that Apply to All<br />Choose best type for use – see table<br />Use plain language<br />Avoid jargon<br />Reduce ambiguity<br />Consider purpose/appropriateness of graphics<br />
  29. 29. Summary & Review<br />
  30. 30. Which communication channel would you choose?<br />You want to be able to ask/answer questions immediately<br />In Person<br /><ul><li>You need a quick response to determine if someone is available</li></ul>Instant Message (IM)<br /><ul><li>You need feedback, but not immediately</li></ul>e-mail<br />
  31. 31. Resources<br />MGMT 254 Business Communications, Mary Ellen Guffey, (Columbia College Edition, 2008)<br />Effective Communication: The essential guide to thinking and working smarter by Chris Roebuck (Amacom, 1998)<br />10 Golden Rules of Social Media by Aliza Sherman<br />