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Business Communication

Business Communication. Marketing Co-Op. What is Communication. The exchange of ideas, opinions and information through written or spoken words, symbols or actions. Business Communication.

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Business Communication

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  1. Business Communication Marketing Co-Op

  2. What is Communication The exchange of ideas, opinions and information through written or spoken words, symbols or actions

  3. Business Communication Any communication used to promote a product, service, or organization – with the objective of making sale

  4. Channels Used in Business Communication • Internet • Print (publications) • Radio • Television • Outdoor Advertising • Word of Mouth

  5. Feedback • The receivers response to the message • Feedback between co-workers • Manager  Employees • Annual reviews • Praise or criticism on work performance • Feedback from customers

  6. Types of Business Communication • Internal Communication – communication that takes place within an organization • External Communication – communication with people outside of the company

  7. Internal Communication • Effective internal communication is a vital means of addressing organizational concerns • In can help improve • Employee job satisfaction • Safety and security • Employee productivity • And decrease • Misunderstandings and grievances • Employee turnover

  8. Internal Communication • Upward Communication: flow of information from employees to management • Used to: • Exchange information • Offer ideas • Express enthusiasm • Achieve job satisfaction • Provide feedback Retail Store Example

  9. Internal Communication • Downward Communication: information coming from higher management that usually provides enabling information • Used to: • Give instructions • Encourage 2-way discussion • Announce decisions • Seek cooperation • Provide motivation • Boost morale • Increase efficiency • Obtain feedback

  10. External Communication • Communication with sources outside the organization; vendors, customers, etc. • Leads to better • Sales volume • Public credibility • Operational efficiency • Company profits • Should improve • Overall performance • Corporate image • Customer satisfaction

  11. Face to Face Communication • Reveals more information than any other form of communication (most importantly, nonverbal communication) • facial expressions, body language, tone of voice and attire • Instant feedback can resolve confusion or misinterpretation • Modern Technology: • Video conferencing - another way for employees to benefit from face-to-face communication while saving time and money Flight Instructions AT&T and Cisco

  12. Telephone and Voicemail • Miss out on valuable non-verbal cues, but still allows • tone of voice • instant feedback • Voicemail is becoming increasingly popular as more and more executives work outside the office • Allows for tone of voice, but no immediate feedback Voicemail

  13. Text Messaging • Becoming increasingly popular with the release of new smartphones • Problems with text messaging • No access to non-verbal communication • Tendency to have errors – autotype • Can’t hear tone of voice

  14. Personal Written Messages • E-mail and Online Messaging • Less formal and not as structured • Does not allow for instant feedback or nonverbal cues but does require a response from the recipient • Written in a way that is easy to understand

  15. Impersonal Written Messages • Mass e-mails or general memos • Usually used to convey messages such as: • Rules • Policies • Regulations • News • Procedural changes • Because it is so impersonal employees are less likely to respond

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