1. CLIENT COMMUNICATION VIRTUAL BUSINESS BUSINESS MANAGEMENT & ADMINISTRATION Copyright © Texas Education Agency, 2013. All rights reserved.

2. COPYRIGHT AND TERMS OF SERVICE 2 Copyright © Texas Education Agency, 2013. All rights reserved. Copyright © Texas Education Agency. The materials found on this website are copyrighted © and trademarked ™ as the property of the Texas Education Agency and may not be reproduced without the express written permission of the Texas Education Agency, except under the following conditions: 1)Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from the Texas Education Agency; 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only without obtaining written permission of the Texas Education Agency; 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way; 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from the Texas Education Agency and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty fee. Call TEA Copyrights with any questions you have.

3. NEED TO KNOW TERMS  Client  Communication  Local  Remote  Effective  Verbal Communication  Non-Verbal Communication  Written Communication  Formal Communication  Informal Communication  Mode  Social Media  Viral Video  Blog  Emoticon  Review  Perception  Active Listening Copyright © Texas Education Agency, 2013. All rights reserved. 3

4. LESSON OBJECTIVES Performance Objective The student will be able to determine particulars of communicating with clients locally and remotely. Specific Objectives  The student is expected to know the different forms of communication and why effective communication is important.  The student is expected to identify and evaluate different forms of communication used both locally and remotely. Copyright © Texas Education Agency, 2013. All rights reserved. 4

5. INTRODUCTION  Is communication important?  If it is important, why?  Can you think of all of the different types of communication?  Can you think of all the different modes of communication?  How do you talk with your friends? With your family? With your boss/employer? With your teacher(s)? If different, why do you think the way you communicate is different?  Do you think using different modes of communication is helpful or does this make things more confusing?  Do you think using different modes of communication can be used in different situations depending on the purpose of the communication?  Do you think different generations prefer different modes of communication?  Which do you think is the most effective current form of communication? Copyright © Texas Education Agency, 2013. All rights reserved. 5

6. DISCOVERY ACTIVITY Listen Hear! Let’s see how well I can verbalize and demonstrate directions, and you see how well you can listen to and follow directions. Copyright © Texas Education Agency, 2013. All rights reserved. 6

7. COMMUNICATION INFORMATION  Knowing how important communication is for both the sender and the receiver, we are going to look at how businesses communicate with their clients both locally and remotely.  Businesses send information in a variety of ways through some form of communication.  Businesses also receive information in a variety of ways, by way of customer feedback, through some form of communication. Send er Recei ver Copyright © Texas Education Agency, 2013. All rights reserved. 7

8. LOCAL COMMUNICATION Form of Communication Purpose of Communication Is It Effective? 1. 2. 3. 4. 5. Brainstorm the form(s) and purpose(s) of communication of a favorite local business (or businesses) and then evaluate the effectiveness of each form. Copyright © Texas Education Agency, 2013. All rights reserved. 8

9. LOCAL COMMUNICATION SAMPLE UP N’ SMOKE BARBECUE-KELLER, TEXAS Form of Communication Purpose of Communication Is it effective? 1. Word of MouthTo attract new customers.Yes…depends on who is telling and who is listening. 2. Web SiteTo provide menu, hours of operation, specials, photos, events, and contact information. Yes 3. Flyer To inform about: nightly dinner specials, live music days, increased parking, contact info, and that it has a Facebook and Twitter accounts. Yes Copyright © Texas Education Agency, 2013. All rights reserved. 9 Brainstorm the form(s) and purpose(s) of communication of a favorite local business (or businesses) and then evaluate the effectiveness of each form.

10. REMOTE COMMUNICATION Form of Communication Purpose of Communication Is it effective? 1. 2. 3. 4. 5. Copyright © Texas Education Agency, 2013. All rights reserved. 10 Brainstorm the form(s) and purpose(s) of communication of a favorite non-local business (or businesses) and then evaluate the effectiveness of each form.

11. REMOTE COMMUNICATION-SAMPLE XYZ INSURANCE AGENCY Form of Communication Purpose of Communication Is it effective? 1. Word of MouthTo attract new customers.Yes/No…depends on who is telling and who is listening. 2. Web Site To allow potential customers to: get a quote find a local representative find contact information learn about a rewards program To allow current customers to: get a quote find a local representative manage a claim learn about a rewards program Yes 3. Television CommercialsTo attract new customers or to inform existing customers of new programs. Yes…based on the knowledge that new commercials come out all of the time and commercials are expensive. If it wasn’t effective, companies wouldn’t do it. Copyright © Texas Education Agency, 2013. All rights reserved. 11 Brainstorm the form(s) and purpose(s) of communication of a favorite non-local business (or businesses) and then evaluate the effectiveness of each form.

12. REVIEW AND EVALUATION How did you do? Performance Objectives Were you able to determine particulars of communicating with clients locally and remotely? Specific Objectives  Can you identify and define various forms of communication?  Can you explain the two parties involved in communication and how both are important to the communication process?  Can you identify and evaluate various means businesses use to communicate with their customers both locally and remotely? Copyright © Texas Education Agency, 2013. All rights reserved. 12

13. EXTENSIONS  Think about a time when you were criticized by a friend, a family member, or a boss. How did it make you feel? Did you find the criticism to be helpful or hurtful? Put yourself in the shoes of a business owner who has received a poor review for his or her business. How would you handle that review?  As a business owner, you are aware of various communication barriers such as:  Physical barriers (the road leading to your business is under construction for 6 months)  Language barriers (your business is in a predominantly non-English speaking community)  Generational barriers (your business is in a town with a higher percentage of patrons that are not in your target market, than patrons that are in your target market) How would you handle each of these three barriers? Explain your reasoning. Copyright © Texas Education Agency, 2013. All rights reserved. 13