Business Communications of the 21st Century Mrs. A. Smith

Business Communication communication or exchange of information in a written or verbal format for the process of business activities. Business correspondence can take place between organizations, within organizations or between the customers and the organization.

Types of Written Business Communications Letters--most formal Memorandums (Memos)--internal use Emails—least formal

Business Letters Business letters are the most formal method of communication following specific formats. They are addressed to a particular person or organization.

3 types of business letters Positive Messages Negative Messages Persuasive Messages

Positive Messages State good news first Provide needed details Close on a friendly note

Negative Messages Use a buffer first Explain the reason for the negative news State the negative news Close in a friendly manner Offer a constructive suggestion Look to the future Suggest something, if possible Ask for something (complaint letters)

Persuasive Messages Capture your reader’s attention Sell your product or service Motivate your reader to action

Email Email is the least formal method of business communication. Email (electronic mail) lets you transmit information from one computer to another quickly and easily. It is the most widely used method of written communication usually done in a conversational style.

Memorandum (Memo) Memorandum (Memo) is a document used for internal communication within an organization. Memos may be drafted by management and addressed to other employees.

Complete Written Communication Exercise — Complaint Letter

Verbal Communication The sharing of information between individuals by using speech. Individuals working within a business need to effectively use verbal communication that employs readily understood spoken words, as well as ensuring that the enunciation, stress and tone of voice with which the words are expressed is appropriate.

3 concepts of verbal communication Sender-one who extends the message Receiver-one who receives the message Message-what is being sent (Verbal or non-verbal)

Verbal Communiation MESSAGE Sender Receiver Understanding

Complete Verbal Exercise --- Group Activity