Business Communication and Strategies :
Principles, Techniques, and Models
ABC XYZ
IT504 : Managing Information Technology in a Business Environment
June 11, 2021
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Business communication principles : Clarity
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Clarity is the most important rule for any business conversations. Clarity depends on knowing your message (what
you want to communicate), your strategy (how you want to say it), and your medium (what format do you want to
say it in). Any one of these components must be comprehended for your message to be effective. Writing the
message requires using basic language and simple phrase construction to achieve intelligibility. When thoughts are
expressed clearly, the receiver or decoder can easily comprehend the sender's or encoder's meaning.
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Every quarter, business and IT stakeholders gather for a Program Increment (PI) planning meeting to discuss the
quarter's deliverables. To capture the key outcomes for the specific deliverables and map their dependencies across
projects, as well as the test & production deployment procedures, we create Sub Epics in Rally for that quarter.
Every client request will be transformed into a feature, and we'll follow strict guidelines to make sure it gets to you
on schedule and in good shape. The deliverables are very well defined in the planning phase itself to avoid any
costly rework in the end.

The quality and timeliness of the deliverables will suffer if assumptions are made about the requirements during
the planning stage of the PI, which will result in a lack of understanding of the requirements. Furthermore, if the
dependencies are not fully understood, this will result in costly issues with late integration.
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Business communication principles : Courteous
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Being polite is crucial to maintaining a friendly workplace because working together does not immediately make
people friends. The use of subtle insults and agitated tones will lead to interpersonal conflict and a drop in morale and
productivity.
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Respecting one another at work shows that you value your coworkers and that they value you in return. In fact, it goes
beyond only showing respect because by acting in a courteous manner toward others, you foster a positive, healthy
work atmosphere. When it's your chance to respond, try to use an open style and encouraging words. Pay close
attention to what your coworkers have to say. Put yourself in their position. Use of combative words is not advised
when attempting to foster respect for one another. In order to start a chain reaction of wholesome interactions at work
respect must also be real.

Breaking this guideline at work will have negative effects on everyone's productivity, ability to make decisions, physical
and mental health, and other factors. It might also lead to poor client relations.
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Business communication principles : Audience Knowledge
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For your message to be effective, your target audience must be properly understood. Everything else stems from your
comprehension of your audience, including clarity, thoroughness, and neutrality. Always keep in mind who you are
writing to because this will have an impact on your message's style, cadence, and effectiveness. Age, education,
ambitions, and objectives of the audience must all be considered while crafting your message. This is only possible if you
thoroughly research your audience and possess the capacity to put yourself in their position.

When preparing meetings or workshops, it is crucial to understand who the intended audience is. When producing or
delivering information to a group of people, it is important to consider their background knowledge of the topic as well
as their demographics, hobbies, education, and preferences for intercultural business communication. You will be better
prepared to write for a variety of audiences as you gain more knowledge.

The audience will lose interest in the communication if this rule is broken. If the audience is already knowledgeable
about the topic, the discussions may drag on and lose the speaker the audience's support and confidence. It offers no
value and is a complete waste of the participants' time if the message is not sufficiently tailored for the target audience.
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Tech Support processes : Appropriate phone
greeting and closing for calls
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Appropriate phone greeting :
Hi, Your call is very important to us. Please select the following option,
Select 1 to create a new incident,
Select 2 to get updates for an existing incident.
Select 3 to talk to an incident controller.
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Closing Calls :
Thanks for calling the 504 Technologies Tech Support. Your feedback is extremely valuable to us,
so please provide your feedback comments @ www.abc/incidentfeedback. Your incident status
can also be viewed @ www.abc/incidentstatus.
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Tech Support processes : Priority Levels
Priority is a category that identifies the relative importance of an incident, problem, or change. In IT Service
Management (ITSM), we use priority matrix to compute the priority of the incidents. Priority is based on impact and
urgency, and it identifies required times for actions to be taken. Impact and urgency are used to assign priority.
The Impact and Urgency combine to affect the Priority in Incident Management. Different priority levels are,
1.
Critical – A core business IT service is unavailable, causing a direct financial, brand, or security impact on the
business organization.
2.
High – An IT service is unavailable or degraded, impacting a large group of users.
3.
Medium – An incident impacting a VIP or a small group of users.
4.
Low – A single user incident.
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Tech Support processes : what you expect Tech
Support personnel to do after a call is completed
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After the call is completed, the Tech Support will verify whether the user issue is resolved completely. If not needs
to be routed to required support team for fix.
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Update the comments in the incident ticket with the issue resolution & update the issue status to be fixed / closed.
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Notify the ticket closure to the user (issue creator / owner) & get the feedback for the support process.
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If many issues of the same root cause is reported, then update the lessons learned document , so it could be used to
train a chatbot or other support team, so subsequent issues could be handled very quickly.
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References
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10 PRINCIPLES OF EFFECTIVE BUSINESS COMMUNICATIONS : APAC Entrepreneur
https://apacentrepreneur.com/10-principles-of-effective-business-communications/
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BMC Documentation : https://docs.bmc.com/docs/smartit1805/ticket-priority-inincident-management-803118350.html
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