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!