Business communication
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Transcript of Business communication
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BUSINESS COMMUNICATI
ON
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Business Communication
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Process of Communication
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Business Communication is…
• any communication used to promote a product, service, or
organization
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Skills involved in Business
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Communication is…
• The exchange of messages between and among human beings• Transfer of knowledge or
information from one to another
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Good Communication is Good Business
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WHY IS GOOD BUSINESS
COMMUNICATION NECESSARY?
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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.
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2. Claritydemands the use of simple
language and easy sentence structure in composing the message
Clarity makes comprehension easier.
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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.
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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
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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.
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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.
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NEGATIVE EMOTION/
EXPRESSION
TRANSFORMS INTO
Anxious A little concerned
Confused curious
Destroyed Set back
Stressed busy
Lost searching
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NEGATIVE EMOTION/
EXPRESSION
TRANSFORMS INTO
I hate I prefer
Insulted misunderstood
Painful uncomfortable
Disgusted surprised
Failure learning
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GOOD WORD GREAT WORD
Attractive gorgeous
Fortunate blessed
Smart gifted
Curious fascinated
Confident unstoppable
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6. Concreteness Being definite, vivid and specific
rather than vague, obscure and general
Putting action into the verbsConcreteness reinforces confidence.
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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.
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COMMUNICATIONPSYCHOLOGY:
Understanding human behavior through communication
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MASLOW’S HIERARCHY OF HUMAN NEEDS
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Our needs determine our
reaction.
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NONVERBALCOMMUNICATION
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Nonverbal Communication is…
•when we communicate in ways other than using the
spoken word
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Key Elements
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APPLYING PSYCHOLOGY TO HUMAN RELATIONS
1.Promoting goodwill2.Customer goodwill
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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
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IMPROVING HUMAN RELATIONS
1. Seven Habits of Highly effective People
2. Leadership Training3. Outings and Team-building
activities
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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
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Thank you!