Bell Ringer:You are to assume the role of an applicant for a full-time position in the customer relations department at LaCrosse Motors, a locally owned automobile dealership. During your interview with the Director of Customer relations, they would like you to explain the importance of customer service and its impact on sales. Describe how positive and negative customer service can affect the profitability of a business.

Unit 4Business Communication

Exploring BusinessMr. Fassl and Mr. Krey

Unit 4Business Communication

Objectives: Define 5 types of communications Examine proper etiquette in communication Demonstrate the 5 types of communication Compare proper etiquette from around the

world

College and Career Readiness Standards

Reading– Infer the main idea or purpose of straightforward

paragraphs in uncomplicated literary narratives English

– Identify the focus of a simple essay Writing

– Provide unity and coherence throughout the essay, sometimes with a logical progression of ideas

Business Communication

Communication: a method of sending a message from one person or group to another.

This is vital in Business!– Involves all persons connected with business:

• (Inside) Employees, Customers, Shareholders, Suppliers, Creditors, Debtors

• (Outside) Journalists, Reporters, Tax Authorities, Local & National Government

Importance of Communication

Good communication ensures that all persons understand the message sent.

They will also be more likely to respond favorably to the message

5 Types of Communication

International Communication Public Speaking E-mail Business Letters Telephone

Communications Challenge

Look at Page 5 of your packet.

What is Business Culture?

An introduction to the United States Business Culture

Why Do We Need to Learn This? Not everyone operates

their businesses similar to how we operate ours in the U.S.

Resource Specialization Global Interdependence

Defining Business and Culture

Business: exchanging of goods and services.

Culture: a system of learned, shared, unifying, and interrelated beliefs, values and assumptions

Business Culture

: it is customs, etiquette and protocol for doing business in a particular country or region.

Bell Ringer:You are an applicant for a full time

position in the Human Resource department at Majestic Hotel. During your interview, the owner would like you to explain why human resources management and professional development are important to the success and profitability of a business.

Business Culture Items

When doing business in a particular country or region, you may encounter different customs, protocol or etiquette.

Major Areas of Interest Include:

Greetings and Courtesies Business HoursMaking AppointmentsBusiness DressBeginning Conversations

Acceptable Public BehaviorCulture of ManagementFemale InvolvementGift Giving

Interesting Business Culture Facts

Did you know…?!?!– In many countries (Brazil, Mexico and Russia) it is

considered vulgar to use the “OK” sign. (Using your first finger and thumb to form a circle.)

– In China, people do not use their hands while speaking, and will become annoyed with a speaker that does.

– In many European countries it is considered rude to sit with one ankle resting on the other knee.

– In Spain, the workweek is 9 am – 2 pm (closed from 2-5 for siesta) and 5 pm – 8 pm. (Mon. - Fri.)• Government and Bank hours are 9 am – 2 pm (Mon. –

Fri.)

United States Business Culture

Making Appointments– Work Week is 9 am – 5 or 6 pm.

• Many people work overtime.

– Prior appointments are necessary for meetings.

– Punctuality is very important for business occasions. Always arrive promptly.

United States Business Culture Business Dress

– Executives in most regions dress formally.• In the east, most people wear business suits.• In the west, there is a more relaxed approach

to dressing.

– Business suits or dresses are often the standard attire for women.

United States Business Culture

Business Conversation– Almost all business is conducted in English.– Be aware that many Americans speak only

English.• Americans may speak very fast or loudly; they may not

be sensitive to the difficulty of others trying to speak or listen.

– Language is very idiomatic.• Many Americans will use sports terms in business

speech: “Team Players”, “Game Plan”, “Touch Base”, “Ballpark Figures”, “Call the Shots”.

United States Business Culture Addressing Others with Respect/Greetings

– Upon first meeting, use title and his/her last name until you are told to do otherwise.

– A handshake is the customary greeting for both men and women.

– Outside of office, Americans tend to stay on a “first name basis”.

– Names are very diverse; do not hesitate to ask how to pronounce a person’s name.

United States Business Culture

Public Behavior– Smoking is not common.

• Subject to restrictions in most public places.

– Americans tend to refrain from greetings that involve hugging.

– Direct eye contact shows you are sincere.• Certain ethnic groups look away to show respect.

United States Business Culture

Public Behavior Why?

– Because if you act rudely in public or with other business people, you may lose your business connection with them.

– It is very important to understand ideas, items and other things that are assumed.

United States Business Culture

Public Behavior– Americans stress individual achievement and

initiative.– Competitive in both work and leisure.– The “backslap” is sometimes used as a sign of

friendship, camaraderie.

United States Business Culture

Business Culture– Businesspeople will make up minds quickly and

decisively.• “Time is money” is taken seriously.

– Money is a key priority and an issue that will be used to win most arguments.

– Businesspeople are very willing to take chances.

United States Business Culture

Business Culture– Americans will not hesitate to answer “no.”

• Very direct hesitate to disagree with you.• Very persistent

– Americans tend to dislike periods of silence in conversations.

– Anxiety often develops over deadlines and results.• Work ethic is strong, peoples lives revolve around

work.

United States Business Culture

Business Culture– Expect to work with women and people of

different ethnic backgrounds, religions, and cultures in the workplace at all levels and positions.

– Be aware that the U.S. is the most litigious society in the world.• There are lawyers who specialize in every industry

and society.

Business Communication Project

Look at page 10-14 of you packet Pick your Country Do initial Research and compare your

culture to US customs. Use diagram on page 9.

5 Types of Communication

International Communication Public Speaking E-mail Business Letters Telephone

Public Speaking

Why is this important? This won’t be the last… Become a leader Break out of shell Overcome your fears

Bad Speeches #1 #2

Public Speaking

Writing the Speech Research subject Make speech relate to audience Only prepare 1 or 2 main points

– Do not make speech too long Make numbered note cards with cues Have an interesting opening, develop topic

throughout, end with audience intrigued

Public Speaking

Things to think about before Speech Personalize speech to make it more

interesting Recite speech out loud to become

comfortable with it Realize the audience is human as well Take deep breaths to calm nerves

Public Speaking

Things to do during Speech Speak clearly and distinctly Microphones stay about 9 inches from

face Smile if appropriate Make jokes that are non-offensive and

funny (if appropriate) Be enthusiastic

Click here to see the power of a good speech

Public Speaking

Things not to do Don’t be too complex

– Use familiar terms Don’t make distracting movements Don’t avoid eye contact with audience Don’t mumble or speak too quietly Don’t stress out

– Realize that you know your speech– Dr. Martin Luther King

Click here to see what not to do!

Get a Partner, pick one each and present it to each other!

Success in business requires training and discipline and hard work. But if you’re not frightened by these things, the opportunities are just as great today as they ever were – David Rockefeller

Winning is not a sometime thing; it’s an all time thing. You don’t win once in a while, you don’t do things right once in a while, you do them right all the time. Winning is habit. Unfortunately, so is losing – Vince Lombardi

Bell Ringer:You are an applicant in the

operations department at Super Saver, a large chain of retail grocery stores. You have been invited for a second interview with the director of operations. The director is looking for you to explain the importance of maintaining a safe working environment and how to handle and report emergency situations.

E-mail Etiquette

E-mail Importance Highly popular (and quick) way of global

communication E-mail represents you and your company

– Maintain professionalism

E-mail Etiquette

E-mail Importance Highly popular (and quick) way of global

communication E-mail represents you and your company

– Maintain professionalism

E-mail Etiquette

Always have Subject Begin E-mail with greeting Keep message concise

– Easier to understand than long, poorly worded messages

Consider tone of message conveyed

E-mail Etiquette

Use proper mechanics: No SMS lingo :)– Spelling– Grammar

Proofread E-mail before sending Use caution with abbreviations and

emotions: How will they be interpreted? Always leave name or signature at end

E-mail Etiquette

What to Avoid Do not attach unnecessary files Do not write in ALL CAPITAL LETTERS Do not forward spam, chain letters or virus

hoaxes

E-mail Assignment

Telephone CommunicationWhy is this Important? Everyone has a phone Easy & Efficient conversation Instant global communication Understanding the difference between

talking to your friends and talking to business people.

TRIVIA TIMEWho invented the telephone?

Alexander Graham Bell

Telephone Communication

Appropriate Procedures Identify yourself immediately Do not eat or chew gum Speak clearly in a pleasant tone End conversation politely

Telephone Communication

Things to Avoid Do not promise to finish your discussion

another time Do not interrupt others Listen to others Do not use default or general

voice mail.– Have personal message

Telephone Communication

Taking a Telephone Message Include the following:

– Time and Date– Name and Number of Caller– Message– Initial or Name of person taking message

Telephone Message Activity

Use the “While You Were Out” notes attached.

Take an appropriate message based on the caller’s conversation.

Bell Ringer: You’ve just been called for a second interview

for the position of customer service representative for Fabulous Floors. If you are hired, your responsibilities will include making appointments for estimates and installations as well as responding to customer questions and complaints. Seventy percent of Fabulous Floors' customer service communication is done through email. You have 5 minutes to explain how professional emails help to reinforce the service orientation of this business.

Txting Activity

Research an article about proper business texting strategies.

Complete page in your packet.

Brian Krey

Personal Business Letters

Letter Address: contains the name and address of recipient (inside address)

Personal Business Letters Salutation: contains formal greeting (Do

not include first name)– Ladies and Gentlemen– Dear Mr. Smith– To Whom It May Concern

Date

Inside Address

Salutation

Personal Business Letters

Complimentary Close: formal closing– Sincerely– With Thanks– Sincerely yours

Personal Business Letters

Signature– Your signature is required

• Sign in blue or black Ink

Originators Address: Name and address of who the letter is from

Brian Krey

Bell Ringer:

You are to assume the role of a candidate for the position of sales associate at The Power House, a local electronics store. The store manager would like you to explain the procedures you would use for answering a telephone call from a customer.