Handout 1: Business communications PowerPoint presentation Unit 222 (B&A 34): Communication in a business environment Handout 1: Business communications

The different methods of communication are: Verbally – face-to-face, telephone. Important to use appropriate body language and tone of voice. Written – letters, memos, reports, emails. Important to use correct grammar, sentence structure, punctuation, spelling and business conventions for communications. It is always necessary to communicate in a clear, polite and confident way, eg where there are language difficulties it may require that you talk more slowly, clearly and without the use of jargon. Whilst you may use technical abbreviations and jargon between colleagues, it is likely to confuse those outside the organisation and make them feel inadequate. Important to use appropriate body language and tone of voice Your body language and tone of voice can convey exactly what you are thinking, despite the words you are saying. Important to use correct grammar, sentence structure, punctuation, spelling and business conventions for communications All convey an image of your organisation as well as contributing to understanding.

Body language This is a form of non-verbal communication. The way we stand, the gestures we make, and our facial expressions all convey a message. Body language can signal pleasure, anger, frustration or aggression without the service deliverer realising it and can affect the behaviour of others who react to what they perceive the message to be and vice versa. Non-verbal communication should not be considered in isolation but should be considered along with the words being used. Both the speaker and the listener convey messages through their body language, which can impact dramatically on the outcome of the interaction.

Factors determining the method of communication The chosen method will depend on Formality Urgency Complexity of the information to be communicated Cost restrictions. For example, it would be no good sending a letter if an answer were required by the end of the day; the telephone would be better, but if the question to be answered was long and detailed, an email would be more suitable.

Communicating with different audiences It is important to select and adapt methods of communication to meet the needs of the audience you are dealing with, according to their Age group Culture Status, ie internal or external clients, peers or superiors. You should be able to identify how you can adapt your methods of communication and behaviour to meet the individual needs of different audiences, both internal (colleagues) and external. The way you communicate with your team mates will differ in formality with the way you communicate with your boss! When dealing with people outside your organisation there will be a range of different needs to consider, such as those with language difficulties, health issues, different age groups, cultural differences, those with learning difficulties.