Business Communication Marketing Co-Op

What is Communication The exchange of ideas, opinions and information through written or spoken words, symbols or actions

Business Communication Any communication used to promote a product, service, or organization – with the objective of making sale

Channels Used in Business Communication Face-to-Face Print (publications) Radio Television Outdoor Advertising Word of Mouth Telephone Social Media

Feedback The receivers response to the message Feedback between co-workers Manager  Employees Annual reviews Praise or criticism on work performance Feedback from customers

Types of Business Communication Internal Communication – communication that takes place within an organization External Communication – communication with people outside of the company

Internal Communication Effective internal communication is a vital means of addressing organizational concerns In can help improve Employee job satisfaction Safety and security Employee productivity And decrease Misunderstandings and grievances Employee turnover

Internal Communication Upward Communication: flow of information from employees to management Used to: Exchange information Offer ideas Express enthusiasm Achieve job satisfaction Provide feedback Retail Store Example Store Manager Assistant Manager Sales Associate Cashier Stockroom Personnel

Internal Communication Downward Communication: information coming from higher management that usually provides enabling information Used to: Give instructions Encourage 2-way discussion Announce decisions Seek cooperation Provide motivation Boost morale Increase efficiency Obtain feedback

External Communication Communication with sources outside the organization; vendors, customers, etc. Leads to better Sales volume Public credibility Operational efficiency Company profits Should improve Overall performance Corporate image Customer satisfaction

Face to Face Communication Reveals more information than any other form of communication (most importantly, nonverbal communication) facial expressions, body language, tone of voice and attire Instant feedback can resolve confusion or misinterpretation Modern Technology: Video conferencing - another way for employees to benefit from face-to- face communication while saving time and money Flight Instructions AT&T and Cisco

Telephone Calls Includes both making and receiving calls Message is communicated solely by voice Must make sure you have a pleasant voice

Telephone Calls When answering or initiating a call: Enunciate clearly Greet the other person in a cheerful, but formal manner Use a pleasant tone Enunciate clearly Speak directly into the mouthpiece Speak loudly, but do not shout Be courteous/respectful Try not to interrupt the other person if they are talking

Telephone Calls Organize all your thoughts before you make a phone call Make sure to convey all necessary information Such as identifying one’s business Be prepared to take a message Note the time of the call The caller’s name and message The return phone number Make sure to repeat the phone number to the caller

Telephone Calls Putting a caller on hold: Be polite and ask them if you can put them on hold Never interrupt a caller Tell them why you are putting them on hold If you are going to put them on hold for long than a minute: Take down their phone number Do not ask them to call you back, YOU CALL THEM BACK!

Telephone and Voicemail Miss out on valuable non- verbal cues, but still allows tone of voice instant feedback Voicemail is becoming increasingly popular as more and more executives work outside the office Allows for tone of voice, but no immediate feedback Voicemail

Text Messaging Became popular with the release of smartphones Problems with text messaging No access to non-verbal communication Tendency to have errors – autotype Can’t hear tone of voice

Personal Written Messages E-mail and Online Messaging Less formal and not as structured Does not allow for instant feedback or nonverbal cues but does require a response from the recipient Written in a way that is easy to understand

Emails Emails are becoming the method of choice for fast, informal communication Make sure to include the following: Informative subject title A traditional greeting Concise, clearly stated body Statement regarding the type of response needed Formal closing and signature

Email - Signature Should include your: Name Title/Position Company Address Phone and Fax Email Address

Email - Terms To: the person(s) you are sending the email to Cc: Carbon Copy People who need to be informed but to not need to act on the information Bcc: Blind Carbon Copy Other recipients cannot see that the email has been sent to people who were “bcc” Make sure to use them appropriately

Email Remember that emails leave a permanent record in the workplace Make sure you are professional and follow the guidelines listed As with all communications, make sure to use correct grammar and spelling

Email - Activity Read through the email an employee sent to their boss After reading the email, use what you learned about emails to rewrite it. Be sure to be clear, concise, and professional!

Instant Messaging Many companies use their own instant messaging setup Like social networks, you should not use IM programs for personal use during work

Impersonal Written Messages Mass e-mails or general memos Usually used to convey messages such as: Rules Policies Regulations News Procedural changes Because it is so impersonal employees are less likely to respond

Social Networks Be careful about what you put on your social network profiles Businesses are using social network as a way to evaluate applicants You should not be on social networks while you are at your workplace