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

A. The Sender B. The Message C. The Receiver D. Feedback E. The Environment F. Blocks

The Communications Model On-the-Job A. The Sender: - The Boss, Customers, Employees, Vendors, The Community, etc. - Verbal, Written, Body Language, Facial, Electronic

The Communications Model On-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 Model On-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 Model On-the-Job C. The Receiver: - The Boss, Customers, Employees, Vendors, The Community, etc. - Verbal, Written, Body Language, Facial, Electronic

The Communications Model On-the-Job D.) Feedback –Sales –Profits –Market Research –Work Evaluations –Employee Satisfaction?

The Communications Model On-the-Job E.) The Environment –Store –Office –Job Site –Media –Electronics

The Communications Model On-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”

Concise Complete Courtesy Correct Clear

OBJECTIVE Be 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

OBJECTIVE Be 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

Introductions C.) Guidelines: –Use first names only w/ permission –Introduce older people and people with higher positions first (Identify the position)

Introductions C.) Guidelines (cont.): –Always introduce customers first –Use proper titles –Know how to shake hands in a businesslike manner!!!

Shaking Hands in Business C.) Guidelines: FirmnessDepth DrynessLength Eye Contact

OBJECTIVE Be 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 – 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