CLIENT
COMMUNICATION
VIRTUAL BUSINESS
BUSINESS MANAGEMENT & ADMINISTRATION
Copyright © Texas Education Agency, 2013. All rights reserved.
COPYRIGHT AND TERMS OF SERVICE
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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;
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personal use only without obtaining written permission of the Texas Education Agency;
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way;
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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
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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.
Copyright © Texas Education Agency, 2013. All rights reserved.
NEED TO KNOW TERMS
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Client
Communication
Local
Remote
Effective
Verbal Communication
Non-Verbal Communication
Written Communication
Formal Communication
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Informal Communication
Mode
Social Media
Viral Video
Blog
Emoticon
Review
Perception
Active Listening
Copyright © Texas Education Agency, 2013. All rights reserved.
LESSON OBJECTIVES
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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.
INTRODUCTION
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
Is communication important?
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If it is important, why?
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Can you think of all of the different types of communication?
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Can you think of all the different modes of communication?
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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?
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Do you think different generations prefer different modes of communication?
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Which do you think is the most effective current form of communication?
Copyright © Texas Education Agency, 2013. All rights reserved.
DISCOVERY ACTIVITY
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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.
COMMUNICATION INFORMATION
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
Sender

Receiver

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.
Copyright © Texas Education Agency, 2013. All rights reserved.
LOCAL COMMUNICATION
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Brainstorm the form(s) and purpose(s) of communication of a favorite
local business (or businesses) and then evaluate the effectiveness of each
form.
Form of Communication
Purpose of
Communication
1.
2.
3.
4.
5.
Copyright © Texas Education Agency, 2013. All rights reserved.
Is It Effective?
LOCAL COMMUNICATION SAMPLE
UP N’ SMOKE BARBECUE-KELLER,TEXAS
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Brainstorm the form(s) and purpose(s) of communication of a favorite
local business (or businesses) and then evaluate the effectiveness of each
form.
Form of Communication
Purpose of
Communication
Is it effective?
1. Word of Mouth
To attract new customers.
Yes…depends on who is telling
and who is listening.
2. Web Site
To 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.
REMOTE COMMUNICATION
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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.
Form of Communication
Purpose of
Communication
1.
2.
3.
4.
5.
Copyright © Texas Education Agency, 2013. All rights reserved.
Is it effective?
REMOTE COMMUNICATION-SAMPLE
XYZ INSURANCE AGENCY
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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.
Form of Communication
Purpose of
Communication
Is it effective?
1. Word of Mouth
To 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 Commercials
To 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.
REVIEW AND EVALUATION
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How did you do?
Performance Objectives
Were you able to determine particulars of communicating
with clients locally and remotely?
Specific Objectives
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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.
EXTENSIONS
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
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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:
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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.