1. Business Communications of the 21st 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
s—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.
(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 — Complaint 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
Sender-one who extends the message
Receiver-one who receives the message
Message-what is being sent (Verbal or non-verbal)

14. Verbal Communiation
MESSAGE
Sender
Receiver
Understanding

15. Complete Verbal Exercise --- Group Activity