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Presentation on theme: "Click Here to start Course. No part of these training materials may be reproduced, revised, distributed or transmitted in any form, or by any means."— Presentation transcript:

1 Click Here to start Course

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3 No part of these training materials may be reproduced, revised, distributed or transmitted in any form, or by any means including but not limited to electronic or mechanical, including photocopying, recording, or by any information storing and retrieval system without permission in writing from Vibrantskill.com

4 Introduction to Business Communication Definition Key Elements of Communication Understanding Internal Communication Dynamics. Understanding External Communication Dynamics. Plugging into potential Customers Client meetings Customer service Face-to-face networking Marketing Your business Meeting People in Your Business Written Communication for Business

5 TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business. There is a correlation between high- performing organizations and strong communication practices. The ability to communicate, and communicate well, is one of the biggest factors in business success. You could be an excellent designer, but if youre unable to promote your services and communicate effectively with clients and colleagues, your potential is limited. Business Communication is more than just getting the right message to the right people at the right time. It's ensuring that communication programs help the organization meet its objectives.

6 Definition: The exchange of information (a message) between two or more people is known as communication. The key elements: The sender or communicator (the person who initiates a message) In the basic interpersonal communication model, the sender, also known as the source, is the person who initiates the communication process.... In a dyadic, or two-person, communication situation, the receiver is the other person involved. The receiver or interpreter (the person to whom a message is directed) In a dyadic, or two-person, communication situation, the receiver is the other person involved. In a public speaking or public communication situation, the audience is made up of receivers. The numbers can vary from a few to a few hundred. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

7 The message (the verbal and/or nonverbal content that must be encoded by the sender and decoded by the receiver). The channel (the medium by which the message is delivered and received) "In dyadic communication or public speaking, the channel, or a means of sending or receiving information, is both verbal communication (the spoken word) and nonverbal communication (gestures and one's appearance). The context (the setting and situation in which communication takes place) TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

8 TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business. Place mouse over

9 External communication is all the ways in which an organization communicates with its publics: the community, local authorities, funding bodies, governments, clients, potential clients, partners, potential employees, investors, shareholders, the media, and suppliers. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

10 Strategic planning can help you be effective in your communications to any of these audiences. The process can be simplified to the series of steps shown to the right, but how well the steps are executed will also determine your success. Are you communicating the right information to the right audiences at the right time? Are you using the media that your audience prefers? TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

11 Internal communication is the exchange of information between employees of an organisation. When communication breakdown occurs, organizational performance will suffer. Poor communication is one of the top reasons why organizations fail or don't realize their potential. And while most organizations have more communication tools than ever before the question remains, "Why are we having such a hard time communicating?" TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

12 When employees are poorly informed or communication is neglected, people become cynical and lose their trust and respect for the organization and its leaders. As a result, they may consciously or subconsciously undermine the success of the organization. At best, they will simply be hindered from reaching their potential or performing in the best interests of the organization. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

13 Securing Employee loyalty Improving or maintaining employee morale Creating mutual respect Increasing trust between employees and management Reducing turnover Reducing absenteeism Empowering employees Helping employees deal with change effectively Generating greater productivity Enabling the organization to get through a crisis Improving the bottom line TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

14 Lasswell introduced an important model of five levels of communication identified from his experiences in the second world war, elements of which survive in more developed modern models: 1. Who: the source 2. Says What: the message 3. In Which Channel: through what channel or medium 4. To Whom: the audience 5. To What Effect: the desired effect? TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

15 Lasswell's (1948) model has been further developed and modernised and is now referred to as the 'Five Ws' and this model has been widely used, particularly when managing change. 1. Who should be told? Everyone who needs to be told about something should be told. It is advisable to relate the communication to all as soon as possible. Openness is the key to making everyone feel involved (although there will always be some things which are not disseminated as widely as others). Where appropriate, communicate widely so that individuals are given the opportunity to influence the process and local ownership is gained. Barriers can also be identified and overcome. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

16 2. When should they be told? The time to communicate with relevant people should be carefully considered. It might be within a set meeting or a one-off arrangement. If the communication covers a wide range of people where possible it is desirable that discussion stake place at the same time to avoid confusion, spread of rumours or misunderstandings. If internal and external stakeholders are involved, Internal staff should be communicated with prior to external stakeholders; this is to prevent staff hearing from other sources, including the media. Key communications should be made as soon as possible following a significant event or decision. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

17 3. What should they be told? Clear messages, related to the subject or problem. In complex situations it is advisable to create a shared meaning and understanding, this can be done by: checking back with the recipients through an iterative process let them ask questions asking for clarification of what they have understood being clear that words, behaviours and symbols are not misunderstood or misinterpreted. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

18 4. Where should the message be conveyed? Choose the most effective medium to get your message across, this could be in meetings, seminars, press releases etc. Make time to communicate properly, do not do it in the corridor, in the toilet or the car park. This leads to gabbled and garbled messages and can contribute to the 'grape vine'. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

19 5. Who should control the communications process? The most appropriate person depending on the subject. If it involves external agencies include the Press Officer. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

20 William McGuire (1981) adds a further dimension to communication. Instead of having only an X axis with Source, Message, Channel, and Receiver which he calls "input factors", he adds a Y axis comprised of Attention, Liking, Comprehension, Yielding, Remembering, and Action, which he calls "output factors." TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

21 Ask the Right Questions Part of selling your services is being able to understand the clients unique needs. You can do this only by asking questions that get to the heart of the challenges they are facing. Once you have a clear understanding of the problem that the client needs to solve, you can pitch your services as the best possible option for the client, outlining how you will meet their needs. For example, when contacted by a prospective client, you can have them fill out a requirement document that poses various questions to help them better understand what they are looking for. Some of the questions you may ask are: Describe the nature of your business. Who is your target audience? What is the background on the project? (Is it brand new? Has it already begun?) What are the goals and objectives of the project? What is the timeline for the project? TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

22 Communicate Professionally Your professionalism can win you contracts, and your communication skills add to the complete package. Take time to proofread all emails prior to sending; use a business email address with a proper signature; answer the phone professionally; and speak articulately and competently at all times. While my email signature has evolved over time, below is the general format you can follow: Name Company | Website Email | Phone number TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

23 Client Meetings Client meetings, even those that take place over the telephone, are an integral part of every successful business. Follow these tips to make your meetings as productive as possible. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

24 Schedule and Prepare Thoroughly Were all busy these days, so scheduling your meetings in advance ensures that you and your clients have an adequate amount of uninterrupted time to speak. Once your meeting is scheduled, take time to prepare an agenda that outlines focus points and sets a structure. Sharing the agenda for the meeting gives both you and the client an opportunity to fully prepare. Because you may not be using the same calendar or scheduling program as your client, confirming the date and time of your meetings in an email and sending a reminder and the agenda the day before is good practice. If you are unsure how to format an agenda, plenty of templates are available for free online. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

25 Speak, Pause, Listen When you have several topics to tackle, rushing through them to get all of your ideas out may be tempting. But this causes confusion and makes the client feel that their input is not important. Slow down, and remember that communication is a two-way street. Establish a give-and-take that allows both parties to have their say. One way to become a better listener is to limit or eliminate distractions during your conversations. That may mean closing your email client, turning off the television and closing the door to your office. By doing these small things, you ensure that the client has your full attention, and they will sense that, too. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

26 Follow Up in Writing While you may be taking notes during phone or in-person meetings, the other party might not be, so follow up after the meeting with a written message, giving an overview of the discussion to make sure you are both on the same page. Summarize what was agreed, repeat questions that were raised and outline the next steps and responsibilities for both parties. In addition to sending your notes, invite the other party to give their feedback on what you have sent. This way, it becomes a collaborative document and not just one persons view. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

27 Your clients want to feel that they are your priority. You can make them feel so by providing exemplary customer service. Try these communication-focused actions to improve your customer service Ask for Feedback One way to maintain long-term relationships with your clients is by keeping open lines of communication. This means asking them for their input on how things are going and how they feel about the service youre providing. This can be accomplished by inquiring at the end of a project, during day-to-day conversations or through formal surveys. The format matters less than the actual act of it, so work it into your business and fine tune as you go along. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

28 When conducting surveys, use an online service that tracks responses for you. There are several online services that should give you enough functionality to conduct client surveys. Here are a few worth checking out: PollDaddy SurveyMonkey Zoomerang TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

29 Address Problems If a client is unhappy, dont ignore their complaints. Ask them why they are unhappy and what you can do to fix the situation. The longer you wait to bring it up, the worse it will get. Addressing the issue and being accountable when appropriate puts you on the path to resolution. And your willingness to face the problem head-on tells the client that you care about the project and their satisfaction. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

30 If a client complains about your turnaround time or responsiveness, you may need to create a more formal project plan to clarify expectations. A working document like this can also eliminate some of the uncertainty regarding responsibilities and keep everyone on track. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

31 Try a New Format If a problem with your client stems from miscommunication, try a different method of communication. If you have been handling everything via email, schedule a phone call to see if that clears things up. After the call, you can summarize the conversation in an email to the client, which will give you another opportunity to get both of you on the same page again. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

32 Today, so much communication is done via email that the opportunity for major miscommunication is almost inevitable. A rule of thumb is to limit your email to one screen-full (i.e. above the fold); anything that requires more space than that should be handled by phone. This should help you avoid some of the pitfalls of relying on email alone. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

33 Networking events, conferences and other face-to- face opportunities can take your business to a new level. These tips focus on helping you get the most from in-person networking activities. Communicate Confidently Be confident and use body language to support that confidence. Shake hands firmly, smile and make eye contact while communicating at live networking events. Dont forget to bring business cards to hand out to everyone you meet, and remember to relax and be yourself. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

34 Prepare an Elevator Speech An elevator speech helps you make the most of a first impression, while making networking situations easier and more productive. Be prepared with your speech and ready to answer common questions about your business and what you do. Practice your elevator speech ahead of time so that you are relaxed and comfortable with introducing yourself. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

35 Your elevator speech should last no longer than 30 seconds and should convey how your product or service solves a problem for your target audience. An elevator speech could go something like: Have you ever gotten completely lost on a website because the navigation was inconsistent, confusing and disorganized? What you do is redesign websites for small-business owners who need a stronger, more coherent online presence. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

36 Marketing Your Services Whether you market your business online, in person or through traditional advertising, communication is key to brand awareness. Here are two secrets to magnify the impact of your marketing across the board. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

37 Be Responsive A big part of marketing is being available to your target audience and following up when necessary. If you market your business through social media outletsincluding Twitter, Facebook and blogging watch for and respond to comments, questions and especially complaints. And when you are contacted as a result of offline marketing activities, respond quickly and professionally. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

38 Plenty of recent examples on Twitter show how certain brands have been slow to respond to criticism, hoping it would die down, only to see it spin out of control. Also, when you do respond on social media websites, keep it professional, and avoid confrontation because that would only spread the fire. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

39 Write Well You cant successfully promote your business if your marketing copy is not clear, concise and action-provoking. If writing is not your forte, consider hiring someone to help you craft copy that attracts potential clients, generates interest in your services and motivates potential clients to action. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

40 To strengthen your writing skills, start a swipe file of marketing copy that you like and have found inspirational. Read through it and make notes of what you like in particular and what pulls you in. By making this a frequent exercise, you should be able to learn what makes good copy good and bad copy bad. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

41 Your Turn to Weigh In Being a tolerable communicator and an effective communicator is the difference between being good and great at what you do. If your design skills are up to par with your competitions, then strong communication skills can put you ahead. Strengthening your communication skills is worth the time and effort, and you may be surprised by how much you benefit from more polished and professional interaction. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

42 Your first impressions can be the difference between starting a successful business relationship or finishing with a one-off meeting. It is very easy to make a negative first impression on someone, often without knowing youve done so. Its much harder to make a positive impression, so you must put some effort into your introductions. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

43 The way you introduce and present yourself provides people with a first impression of you. Most people begin forming an opinion of you within 3 seconds and these judgements can be difficult to modify. When we introduce ourselves to someone, we're saying we're interested in establishing some sort of ongoing rapport for mutual benefit. There are 3 parts to our introductions: The handshake (often, but not always) Introducing yourself Moving into conversation. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

44 You are more likely to be remembered by a person whose hand youve shaken. For example, in traditional Australian culture there are 4 main opportunities for handshaking: when introduced to someone and when saying goodbye when you run into someone you haven't seen in a long time when you enter a meeting and are introduced to participants when you reach agreement or commit to a deal TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

45 These are the most commonly used features of handshaking in Australia: Stand Step or lean forward Make eye contact Smile Shake hands - firm but not hard greet the other person and repeat their name TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

46 Your introduction should tell people who you are and it should encourage people to be interested in speaking to you. You need to sell yourself and feel confident while doing so because this will put others at ease. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

47 When introducing yourself, apart from your name you should consider including: Your business, Trade, Role or industry A brief description of your business A 'memory hook' (quick, ear-catching phrase that people are likely to remember) A benefit statement of one particular product or service you offer. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

48 The length of your introduction will depend on the circumstances of the introduction. It shouldn't need to be long, and it's possible to combine certain elements, such as your business and your benefit statement. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

49 Much of the business communication you engage in will involve letters and emails. Although there is less need to think on your feet as with a conversation, writing well for business is no less important if you want your business relationships to last. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

50 Many of the skills required during conversation can also be applied to written communication, such as the need to ask questions and use the right tone. You should be clear in what you're asking or saying to another party, particularly if your written communication requires follow-up actions. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

51 Using the correct level of formality in your written communication can be crucial. Factors to consider include: Your personal relationship with the recipient The purpose of the communication TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

52 If you have not met, or your meetings have been in only formal, business settings, it is sensible to continue to remain formal in letters and emails. If you have already struck up a rapport with the recipient you can be more informal, but make sure you keep the communication focused on the business at hand. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

53 If you are, for example, following up a transaction to check that a client is happy with their purchase, you should not need to be as formal as if you were making a complaint or communicating with someone for the first time. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

54 Note that in some situations emails can quickly move back and forth between parties. It is important to gauge the tone of each email carefully. If the other party moves to a more informal style while you remain rigidly formal, you may miss the opportunity to encourage a more informal and cooperative relationship. Equally, being overly informal too soon can be seen as disrespectful in some circumstances. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

55 Some general rules for writing in each different tone include the following: Formal writing avoids contractions such as 'you're' and 'won't'. Informal writing can include more colloquialism and slang, such as 'loads of' in place of 'many'. Formal writing is less likely to use abbreviations, preferring 'television' to 'TV' for example. Informal writing is more likely to use short, simple sentences, while more formal communication prefers longer sentences and complex expressions TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

56 Letters are becoming increasingly rare in the business world due to the speed and ease of email communication. You should only send letters if there is a specific need to do so, such as the recipient has indicated they do not like using email, or they do not have the means to communicate electronically. It is normal to use letter conventions such as 'Dear…' and 'Yours sincerely' in emails, though the latter is increasingly being substituted with 'Kind regards'. TABLE OF CONTENT Introduction to Business Communication. Definition. Key Elements of Communication. Understanding External Communication Dynamics. Understanding Internal Communication Dynamics. Lasswell Model 5Y Model William McGuire Model Plugging into potential Customers. Customer service. Face-to-face networking. Meeting People in Your Business. Written Communication for Business.

57 Effective communication is a vital tool for any business owner. Your success at getting your point across can be the difference between sealing a deal and missing out on a potential opportunity. You should be able to clearly explain company policies to customers and clients and answer their questions about your products or services. It is crucial to communicate effectively in negotiations to ensure you achieve your goals.

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59 http://grammar.about.com/od/c/g/Communication-Process.htm Brower II Charles H; Croft Associate Professor of International Law Harold Lasswell (1948). "The Structure and Function of Communication in Society." In Lyman Bryson (ed.), The Communication of Ideas. Harper and Row McGuire William (1981). "Theoretical Foundations of Campaigns." In Ronald Rice and William Paisley (eds.), Public Communication Campaigns, Sage. Monroe Alan H; 1935. Motivation Sequence (Robert L. Heath and Jennings Bryant, Human Communication Theory and Research: Concepts, Contexts, and Challenges, 2nd ed. Lawrence Erlbaum, 2000 Juan Diaz Bordenave, "Communication Theory and Rural Development." Communication for Social Change Anthology, ed. by Alfonso Gumucio Dagron and Thomas Tufte. CFSC Consortium, 2006 (Sathya Swaroop Debasish and Bhagaban Das, Business Communication. PHI Learning, 2009 http://www.absoluteastronomy.com/encyclopedia

60 This certificate is awarded to Effective Business Communication Signature Date Okpako Obuks InstantLearn.com CERTIFICATE OF COMPLETION Click To Click To Print Certificate of Completion (Type Name in The Space) Print Certificate of Completion (Type Name in The Space) Click To Click To Print Certificate of Completion (Type Name in The Space) Print Certificate of Completion (Type Name in The Space)


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