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Introduction to Business Communication

Fola Daniel Adelesi www.foladaniel.com

An instance of information transfer, a conversation or discourse.

Communication is the process of sending and receiving messages or transferring information from one part (sender) to another (receiver).

Quick overview of communication

Verbal Communication – Verbal communication is when communication takes place through spoken words. There is a clear articulation of what you intend.

Non-Verbal Communication – Non verbal communication is when you use signs and other signals including body language to communicate.

Communication component

Information

Education

Impression

Entertainment

Purpose of Communication

As the name implies, this is business communication and it is expected to be formal in tone and appearance. It is one of the greatest problems in the business world today.

So many employees cannot communicate effectively in the business world

Business Communication

Business communication is the sharing of information between people within an organization that is performed for the commercial benefit of the organization. It can also be defined as relaying of information within a business by its people.

Communication is neither transmission of message nor message itself. It is the mutual exchange of understanding, originating with the reciever.

Definition

Direction of internal business communication

You

Boss/Superior

Colleagues

Surbordinates

Colleagues

You/company

Message

ClientsResponse

Result

External communication circle

Differentiation between informal and formal writing

Colloquial words

British and American mix up in communication.

Social Media language

Abbreviations

Titles/designations/Addressing

Issues with Business Communication

Face-to-face

Telephone

Emails

Internet

Radio

Television

Memos

Reports

Newsletters

Brand Communication materials

Business Communication Channels

No-Reply email – With this kind of email there is no need for a reply. Replying might jus prolong conversations unnecesarily or the reply does not add any value to the mail.

Inquiry email – In this email you want some information from the person who’s receiving it.

Open-ended email – This kind of email just keeps communication line open probably for a future project or expectation.

Action Email – In this email, all you want is for action to be taken. The response does not even matter to you.

Emails – Four types of emails

Contact field – don’t expose contacts when sending to many recipients

Subject field – Ensure you have a subject that aligns with message body

Greeting – Always start your email with a greeting. Use surnames for official communication and ‘to whom it may concern’ for companies.

Body – keep it tidy and short in most cases. It’s advisable to send attachement rather then long emails

Attachment – Have files properly attached Signature – Business emails should have signatures

with your designation

Parts of your email

Be very familiar with the phone you are using You should be able to identify internal and external calls – if

it’s a phone box. Putting people on hold after getting their permission. Transferring calls to other co-workers Sounding nice What to say when you don’t have immediate answers Listening to angry callers Confirm how to address the caller and call them by name

during the call. Say your ‘sir or ma’ only at the beginning and end of calls. Answer calls promptly Say your name and greet when you answer the call Don’t do other things when receiving business calls

Telephone communication

Have a date

Address

Your name

Subject – which should briefly explain the whole memo

Body – Short, sharp and simple. It has to be to the point.

Closing – should state your expectation or call to action

Memos

Presentation Skills

Business Writing Skills

Memo writing skills

Email writing skills

Required Business Communication skills

Plan the communication process

Choose the channels carefully

Revise previous communications if there are any

Follow the organisation’s tone

Dissociate your personality

Represent the organisation’s thoughts

Be very professional

Never use colloquial words

External Business Communication should project a brand

Keep messages as short as possible

Straight to the point

Provoke responses

How to be effective with Business Communication

It’s also team work!

Send a mail to your General Manager detailing what you can do if appointed as the unit/branch head of your company – create a business name, services/products offered to public and let it reflect in the mail you are sending.

Exercise 1

A colleague has unsuccessfully tried to sell one of your new products to a client. That colleague has now been fired for inefficiency and you are to take over his job immediately. Create a plan for a telephone pitch to the new clients about your products. Bear in mind your job is at stake.

Exercise 2

As the communications team head, come up with a communications plan to positively project the image of your company, engage prospective clients and convert them to customers on Social Media.

Exercise 3