BUSINESS COMMUNICATIONS

Level I

OBJECTIVE

Be able to define communications

Communications• The transmitting and

receiving of information:

–Information - The Message

–Transmitting - Sending

–Receiving - Getting

The Communications Model

The Communications Model

A. The Sender

B. The Message

C. The Receiver

D. Feedback

E. The Environment

F. Blocks

The Communications ModelOn-the-Job

A. The Sender:

- The Boss, Customers, Employees, Vendors, The Community, etc.

- Verbal, Written, Body Language, Facial, Electronic

The Communications ModelOn-the-Job

A. The Sender: B. The Message

- The Boss - Orders, Evaluations, Goals,

Tasks, Successes /Failures,

- Customers - Wants/Needs, Ideas,

Are They Satisfied?

- Employees - Problems, Ideas, Store Image,

Policies, Customer Reactions

The Communications ModelOn-the-Job

A. The Sender: B. The Message

- Vendors - Products Available,

Prices, Ideas, Market

Research Results, etc.

- Community - Wants/Needs, Image of

Store

The Communications ModelOn-the-Job

C. The Receiver:

- The Boss, Customers, Employees,

Vendors, The Community, etc.

- Verbal, Written, Body Language,

Facial, Electronic

The Communications ModelOn-the-Job

D.) Feedback–Sales

–Profits

–Market Research

–Work Evaluations

–Employee Satisfaction?

The Communications ModelOn-the-Job

E.) The Environment–Store

–Office

–Job Site

–Media

–Electronics

The Communications ModelOn-the-Job

F.) Blocks & Distractions–Competition

–Poor Attitudes

–Poor Decision Making

–Bias or Assumptions

–Poor Grammar/Word Usage/Spelling

OBJECTIVE

Be able to describe how you can use the

“Five C’s of Good Communication”

“Five C’s of Good Communication”

• Concise

• Complete

• Courtesy

• Correct

• Clear

OBJECTIVEBe able to prepare and present a speech

Terminology• Poise

• Volume

• Rate

• Pitch

• Eye Contact

• Facial Expressions

• Gestures

Terminology• Posture

• Vocal Pauses

• Fluency

• Distracting Mannerisms

• Conviction

• Articulation

• Pronunciation

• Familiarity

Terminology• Introduction

• Organization

• Need

• Satisfaction

• Visualization

• Reasoning

• Appropriateness

• Persuasive

Preparing and Presenting a Speech

A.) Purpose:–to attract attention

–to clarify a problem

–to entertain

–to inform

–to sell an idea!!!(Or Product)

Preparing and Presenting a Speech

B.) Introductions:–Refer to subject

–Refer to an occasion

–Personal greeting

–Rhetorical question

–Startling Statement

–Quotation

Preparing and Presenting a Speech

C.) Introductions:–Humorous Anecdote

–Illustration

–Demonstration

–Benefits

–Combination Approach

Preparing and Presenting a Speech

D.) State Proposition

(goal of your presentation):

–“I've been asked to . . .”

–“I've got an idea to . . .”

–“This is what you want to do!”

–“so that is your problem; to

solve it, we need to . .”

Preparing and Presenting a Speech

E.) Arrangements:–Time lines

–Spatial

–Cause & effect

–Problem / Solution

–Feature / Benefit

Preparing and Presenting a Speech

F.) Supporting Material:–Explanations

–Comparisons

–Illustrations

–Statistics

–Testimonials

Preparing and Presenting a Speech

F.) Supporting Material:–Visual Aids

–Descriptions

–Narrative (Story)

–Combinations

Preparing and Presenting a Speech

G.) Conclusion:–To summarize

–To appeal for action

–to present a challenge

–Offer an inducement

–Combination

OBJECTIVEBe able to introduce yourself & others

in a businesslike manner

Introductions

A.) When:–Promptly

–When you are the only one who knows everyone

Introductions

B.) How:– State your 1st and last name & some

connecting information about yourself or the person you are introducing

IntroductionsC.) Guidelines:

– Use first names only w/ permission– Introduce older people and people with

higher positions first (Identify the position)

IntroductionsC.) Guidelines (cont.):

– Always introduce customers first

– Use proper titles

– Know how to shake hands in a businesslike manner!!!

Shaking Hands in BusinessC.) Guidelines:

Firmness Depth

DrynessLength

Eye Contact

OBJECTIVEBe able to use the telephone in a

businesslike manner

Using the Telephone in a Businesslike Manner

A.) Voice Traits–Alertness

–Expressive

–Natural

–Pleasantness

–Distinctiveness

Using the Telephone in a Businesslike Manner

B.) Placing a Call–Plan your call & organize all your

necessary information before you place the call

– Check the phone number

– Call @ the right time

Using the Telephone in a Businesslike Manner

B.) Placing a Call– When the party answers, state your

name, your company, & the reason for your call

– Wait at least ten rings

–Avoid personal calls!!!

(The phone is a business tool)

Using the Telephone in a Businesslike Manner

B.) Answering a Call– Use a pleasant greeting, identify

yourself, and your company

– Use the caller’s name

– Listen actively

–Avoid the “hold”button

Offer an alternative!

Using the Telephone in a Businesslike Manner

B.) Answering a Call– Allow the caller to terminate the call

Message Taking

Active Listening

Actions Speak Louder Than Words

Dependability Interest/Enthusiasm

Industrious Adaptability

Honesty/Integrity Initiative

Loyalty Creativity

Positive Attitude Self-Control

Self-Confidence Empathy

Assertiveness Leadership

Cooperation Orderliness

Actions Speak Louder Than Words