1. Business Communication
Marketing Co-Op

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

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

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

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

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

7. 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

8. 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

9. 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

10. 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

11. 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

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

13. 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

14. 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

15. 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!

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

17. 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

18. Personal Written Messages
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

19. s
s 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

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

21. 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 has been sent to people who were “bcc”
Make sure to use them appropriately

22. 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

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

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

25. Impersonal Written Messages
Mass s 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

26. 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