business communication
DESCRIPTION
TRANSCRIPT
BUSINESS COMMUNICATI
ON
Business Communication
Process of Communication
Business Communication is…
• any communication used to promote a product, service, or
organization
Skills involved in Business
Communication is…
• The exchange of messages between and among human beings• Transfer of knowledge or
information from one to another
Good Communication is Good Business
WHY IS GOOD BUSINESS
COMMUNICATION NECESSARY?
1. CorrectnessUse the right level of languageCorrect use of grammar, spelling and
punctuationAccuracy in stating facts and figures
Correctness in message helps in building confidence.
2. Claritydemands the use of simple
language and easy sentence structure in composing the message
Clarity makes comprehension easier.
3. Concisenesssaves time of both the sender and the
receivercan be achieved by avoiding wordy
expressions and repetitionUsing brief and to the point sentences
Conciseness saves time.
WORDY CONCISEDue to the fact that because
In due course soon
At this time now
Few in number few
On a weekly basis weekly
In spite of the fact that although
Until such time as until
Meet together meet
4. CompletenessThe message must bear all the necessary
information to bring the response you desire.
answer all the questions go for extra details if neededCompleteness brings the desired response.
5. Considerationdemands to put oneself in the place of
receiver while composing a messageFocus on “you” instead of “I” or “we”emphasizes positive pleasant facts, visualizing
reader’s problems, desires, emotions and his response
Consideration means understanding of human nature.
NEGATIVE EMOTION/
EXPRESSION
TRANSFORMS INTO
Anxious A little concerned
Confused curious
Destroyed Set back
Stressed busy
Lost searching
NEGATIVE EMOTION/
EXPRESSION
TRANSFORMS INTO
I hate I prefer
Insulted misunderstood
Painful uncomfortable
Disgusted surprised
Failure learning
GOOD WORD GREAT WORD
Attractive gorgeous
Fortunate blessed
Smart gifted
Curious fascinated
Confident unstoppable
6. Concreteness Being definite, vivid and specific
rather than vague, obscure and general
Putting action into the verbsConcreteness reinforces confidence.
7. Courtesynot only thinking about receiver but also
valuing his feelingsusing polite words and gestures, being
appreciative, thoughtful, tactful, and showing respect to the receiver
build goodwillCourtesy strengthen relations.
COMMUNICATIONPSYCHOLOGY:
Understanding human behavior through communication
MASLOW’S HIERARCHY OF HUMAN NEEDS
Our needs determine our
reaction.
NONVERBALCOMMUNICATION
Nonverbal Communication is…
•when we communicate in ways other than using the
spoken word
Key Elements
APPLYING PSYCHOLOGY TO HUMAN RELATIONS
1.Promoting goodwill2.Customer goodwill
ESSENTIALS OF GOODWILL
1. Be courteous.2. Be pleasant and cordial.3. Use the customer’s name.4. Listen attentively.5. Give prompt service.6. Vendor goodwill7. Coworker goodwill8. Credibility and goodwill
IMPROVING HUMAN RELATIONS
1. Seven Habits of Highly effective People
2. Leadership Training3. Outings and Team-building
activities
The 7 Habits of Highly Effective People
By: Stephen R. Covey
Private Victory1.Be Proactive
2.Begin with the End in Mind3.Put First Things FirstPublic Victory4.Think Win / Win
5.Seek First to Understand, Then to Be Understood6.SynergizeRenewal7.Sharpen the Saw
The 7 Habits of Highly Ineffective People
By: John R. Covey. Adapted.
Private Failure1.Be reactive: doubt yourself and blame others
2.Work without any clear end in mind
3.Do the urgent things firstPublic Failure4.Think win / lose
5.Seek first to be understood
6.If you can't win, compromiseStaying Down1.Fear change and put off improvement
Thank you!