biz com 04

Transcript

1. PRINCIPLES OF BUSINESS COMMUNICATION
2. •  Success in business depends on building positive relationship with clients •  Listening to each client’s needs, communicating clearly, taking extra step leads to a long term relationship •  A smile and helpful attitude are understood and appreciated •  Use simple and conversational words •  Do not stereotype people •  Communicate effectively by responding from client’s point of view. •  KISS
3. Choosing words •  Words – smallest units of messages •  Identify words that your receiver(s) will understand and will elicit response you want •  Improve the ability to choose words by: a.  Using dictionary and thesaurus b.  Following 6 principles of business communication
4. Dictionary and Thesaurus •  Dictionary – select words •  Thesaurus- to find synonyms •  CD, software, dictionary websites can be found •  Should be radily available when composing messages •  Word processing apps have them readily available •  Avoid using the same words or overuse words by using thesaurus
5. 1. Understandable words —  Use the words your receiver understand —  Prior – analyse your receivers’ knowledge, interest, opinions and emotional reaction. —  Understandable – using the you-viewpoint —  Consider educational level and knowledge —  Generally simpler and shorter —  Appropriate technical words- receiver’s vocabulary
9. 2. Use Specific, Precise Words —  Clarity —  Accurately mirror what you mean —  Vague or abstract words mean different things to different people —  E.g “ some customers commented that they like the display” —  (precisely how many?)
11. 3. Use strong words —  Creates vivid images —  Verbs are the strongest, followed by nouns —  Use weak words to soften messages (negative messages)
13. 4. Emphasise positive words —  Effective communicators have a positive, can-do attitude —  Positive words help achieve message goals
15. 5. Avoid overused words Lost effectivenes because used too much
16. 6. Avoid obselete words Out of date, pompous,dull Formal Might be used in written but not in conversational
17. DEVELOPING SENTENCES —  Use clear , short sentences, active voice verbs —  Clear sentences have undertandable , precise, strong and positive words
18. 1. Compose clear sentences Have unity One main idea 2 ideas 2 sentences Related words together Correct grammar
19. 2. Use short sentences •  More effective •  Understandable •  Vary sentence length for interest •  Ommit unnecessary words •  Limit content
20. Unnecessary words
21. Limit content
22. 3. Active voice in sentences Clear concise and forceful
23. 4. Give sentences Appropriate Emphasise Length- short sentence emphasise Location – beginning and ending emphasise e.g Larry received a raise Larry’s sallary was raised to $42 000 a year Sentence structure —  Repeat key words —  Tell what is important —  Be specific —  Use format —  Use mechanical means – underlining, type size, font, colour or other means.
24. — In your group/ partner discuss why the principle of choosing words and developing sentences is important for you?