Business Communication

1. Business Communication Presentation by: Muhammad Ovais

2. Agenda • Communication defined • Verbal and nonverbal communication forms • What creates impact? • A little game • Nonverbal channels/forms • Demonstration • Verbal communication • Basic organizational plans • Types of messages • Written communication forms • Questions?

3. Communication defined • Imparting or exchange of information, ideas, or feelings. • Process of exchanging information through words, letters, symbols, or nonverbal behavior. • The imparting or interchange of thoughts, opinions, or information by speech, writing, or signs.

4. Verbal and nonverbal communication forms • Verbal • Face to face communication • Oral communication • Written communication • Electronic communication • Nonverbal • Body language communication • Visual communication • Electronic communication

5. What creates impact? • Words – 10% • Sounds – 30% • Body language – 60%

6. A little game “Happy” “Sad”

7. A little game (Contd.) “Clueless!”

8. A little game (Contd.) Mother: "Listen up." Daughter: "Lemmeouta here."

9. A little game (Contd.) "I'm surprised!"

10. A little game (Contd.) "Well, I'm shocked!"

11. A little game (Contd.) "All right!"

12. A little game (Contd.) "Bummed."

13. A little game (Contd.) "You're wrong!" "No, you're wrong!"

14. A little game (Contd.) "I don't know why I even bother going out with you!"

15. A little game (Contd.) "I'm a lousy cheat! Please – flunk me, now!"

16. Nonverbal channels/forms • Facial expressions. • Gesture and posture. • Vocal characteristics (paralanguage). • Proxemics. • Contact or touching. • Smell.

17. Nonverbal channels/forms (Contd.) • Movement and stillness. • Use of silence, time, and space. • Personal appearance: • Personal attractiveness. • Grooming and dress. • Appearance of surroundings. • Written message appearance.

18. Demonstration Praise or criticism? • Now that looks good on you. • You lost weight. • You look younger than that. • You’re gonna make it. • That was some meal. • You really know yourself. • Are you ready? Already? • You’re an expert. • Your parents are really something. • You’re so sensitive. I’m amazed.

19. Verbal communication • Planning • Analyze your purpose and audience. • Investigate to stay focused. • Adapt according to purpose and audience. • Writing • Organize. • Compose. • Completing • Revise. • Produce. • Proofread.

20. Basic organizational plans • Direct plan • Indirect plan • Safety valve or buffer. • Honest explanation. • The bad news. • Positive close.

21. Types of messages Good news messages • Convey good news first. • Provide full explanation. • Close positively and friendly.

22. Types of messages (Contd.) Neutral messages • Best news first. • Description of goods. • Something for motivation.

23. Types of messages (Contd.) Bad news messages • Decision is firm. • Decision is fair. • Focus on retaining the relationship and preserving ego of the receiver.

24. Types of messages (Contd.) Persuasive messages • Establish credibility. • Use AIDA: • Attention – discuss audience’s problem. • Interest – relevance of your message to the audience. • Desire – audience’s benefit. • Action – suggest the action to take. • Choose appeal. • Emotional appeal – needs or sympathies of audience. • Logical appeal – analogy, introduction, results of test research. • Reinforcing your position – proper and polite language.

25. Written communication forms • Letters •  Memos • Reports • Proposals • Meeting documents

26. Written communication – Letters • Letters to customers • Letters to suppliers • Letters to/from employees/potential employees • Circular letters • Other letters • Fund raiser • Asking for favor

27. Written communication – Memos • Directive. • Inquiry. • Response to an inquiry. • Trip report. • Field or Lab report.

28. Written communication – Reports Informational report structuring • Importance • Sequence • Chronology • Spatial orientation • Geography • Category • Comparison

29. Written communication – Reports (Contd.) Analytical report structuring • Introduction • Discuss the problem or opportunity in brief and create a need for action. • Introduce the benefit without details. • Body • Present your findings. • Provide analysis of the problem. • Closing • Conclusion. • Recommendations. • Summary.

30. Written communication – Proposal • Solicited • Unsolicited

31. Written communication – Proposal (Contd.) Proposal structuring • Introduction • Company or self introduction. • Background or statement of the problem. • Briefly describe the change you propose. • Scope or delimitations.

32. Written communication – Proposal (Contd.) Proposal structuring (Contd.) • Body • Project profile. • Research study. • Proposed work plan. • Facilities required. • Facilities provided. • Statement of qualification. • Cost evaluations.

33. Written communication – Proposal (Contd.) Proposal structuring (Contd.) • Closing • Summarize key points. • Emphasize the benefits. • Summarize merits of your approach. • Reemphasize why your firm is the best. • Ask for a decision from the client at the earliest.

34. Written communication – Meeting Documents Meeting documents • Agenda • Notice • Minutes • Resolution minutes. • Narrative minutes.

35. Questions • Questions? • Questions? • Questions? • Questions? • Questions? • Questions? • Questions?