Communication Skills

Objectives Develop good skills for writing, speaking, and listening.

Writing Skills As an entrepreneur, you will frequently communicate in writing with customers, suppliers, and employees

Effective Business Letters Certain basic rules should be followed in writing business letters. Key all formal correspondence- send handwritten letters only when intended to be personal Be sure to spell all names correctly and have the correct address- misspelling of names or businesses reduces effectiveness and incorrect addresses cause lateness or returning of the letter Always date your business correspondence- may need to refer to this date at a later time Use names and titles appropriately- use first name if you know them well; if not use title and last name (Mr. Smith)

Be direct and positive- maintain a positive tone and portray your business in an optimistic light Be persuasive and specific- make sure the action you want from the reader is clear Avoid using fancy language- avoid showy phrases you wouldn’t use when speaking Be polite- deal with complaints in a businesslike fashion Use an appropriate closing- sincerely, sincerely yours, cordially, or cordially yours Proofread for spelling and grammatical errors- single mistakes can ruin a persuasive and positive letter

Effective Business Memos Memorandum (memo)- short written form of business communication that has a set format To: From: Date: and Subject: Anyone who does business for or with a company including suppliers and clients Interoffice memo- from one person in a company to another Can be written to one employee, a group of employees, or to everyone in the company

Checkpoint>> What are some of the characteristics of good business writing?

Speaking Skills Much of your communication as a business owner will be done verbally either over the phone or face-to-face

Telephone Conversations Business transactions can be made over the telephone. Use the following to make the most of these conversations. Speak clearly, and talk directly into the receiver. Be cheerful- everyone prefers to deal with a happy person rather than someone who is sad or angry Always speak politely- do not use improper language, be respectful, and don’t interrupt Think about what you are going to say before you make a call- write down questions or key points Take notes- you may forget important details

Checkpoint>> Choose three tips you feel are most important when conducting a business conversation on the telephone and explain why you chose these three. 1. 2. 3.

Meetings with Customers and Suppliers Face-to-face meetings can be formal occasions, with agendas and handouts for all attending or informal to discuss issues and keep everyone informed. To make the most of contact with customers and others do the following. Shake hands and make eye contact with the person you are meeting- if you know their name use it Show an interest in what the other person is saying- ask questions or provide appropriate responses to show you are listening carefully

Speak clearly- do not cover your mouth, chew gum, or speak too quietly Do not appear rushed or anxious to be somewhere else- if you don’t have time to meet, apologize and schedule another time to meet Thank the person at the end of the meeting- express your interest in seeing the person again

Checkpoint>> Choose three tips you feel are most important when conducting a business meeting and explain why you chose these three. 1. 2. 3.

Listening Skills As a business owner, you will need to listen carefully to your employees, bankers, suppliers, and customers. Follow these tips to improve your listening skills. Focus your attention on the person who is speaking- concentrate exclusively on what the person is saying Think about and try to understand what the other person is saying- resist temptation to interrupt Ask questions to make sure you understand what the person is saying- give feedback Take notes to confirm what you are hearing- you may need to refer to these later

Checkpoint>> Why is it important for entrepreneurs to listen carefully?

Assignment Think Critically #1-3