1. Business Communications of the 21 st Century Mrs. A. Smith

2. Business Communication communication or exchange of information in a written or verbal format for the process of business activities. Business correspondence can take place between organizations, within organizations or between the customers and the organization.

3. Types of Written Business Communications  Letters--most formal  Memorandums (Memos)--internal use  Emails—least formal

4. Business Letters Business letters are the most formal method of communication following specific formats. They are addressed to a particular person or organization.

5. 3 types of business letters  Positive Messages  Negative Messages  Persuasive Messages

6. Positive Messages  State good news first  Provide needed details  Close on a friendly note

7. Negative Messages  Use a buffer first  Explain the reason for the negative news  State the negative news  Close in a friendly manner  Offer a constructive suggestion  Look to the future  Suggest something, if possible  Ask for something (complaint letters)

8. Persuasive Messages  Capture your reader’s attention  Sell your product or service  Motivate your reader to action

9. Email  Email is the least formal method of business communication.  Email (electronic mail) lets you transmit information from one computer to another quickly and easily.  It is the most widely used method of written communication usually done in a conversational style.

10. Memorandum (Memo)  Memorandum (Memo) is a document used for internal communication within an organization. Memos may be drafted by management and addressed to other employees.

11. Complete Written Communication Exercise — Cover Letter

12. Verbal Communication  The sharing of information between individuals by using speech.  Individuals working within a business need to effectively use verbal communication that employs readily understood spoken words, as well as ensuring that the enunciation, stress and tone of voice with which the words are expressed is appropriate.

13. 3 concepts of verbal communication 1. Sender-one who extends the message 2. Receiver-one who receives the message 3. Message-what is being sent (Verbal or non-verbal)

14. Verbal Communiation Sender MESSAGE Understanding Receiver

15. Complete Verbal Exercise --- Group Activity