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
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”
“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:
Firmness
Depth
Dryness
Length
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
– Call @ 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
Industrious
Honesty/Integrity
Loyalty
Positive Attitude
Self-Confidence
Assertiveness
Cooperation
Interest/Enthusiasm
Adaptability
Initiative
Creativity
Self-Control
Empathy
Leadership
Orderliness
Actions Speak Louder Than Words