business communications of the 21 st century mrs. a. smith

Business Communicationsof the 21st Century

Mrs. A. Smith

Business Communicationcommunication or exchange of information in a written or verbal format for the process of business activities. Business correspondence can take place between organizations, within organizations or between the customers and the organization.

Types of Written Business CommunicationsLetters--most formalMemorandums (Memos)--internal

useEmails—least formal

Business LettersBusiness letters are the most formal method of communication following specific formats. They are addressed to a particular person or organization.

3 types of business lettersPositive MessagesNegative MessagesPersuasive Messages

Positive MessagesState good news firstProvide needed detailsClose on a friendly note

Negative Messages Use a buffer first Explain the reason for the negative news State the negative news Close in a friendly manner

Offer a constructive suggestion Look to the future Suggest something, if possible Ask for something (complaint letters)

Persuasive MessagesCapture your reader’s attentionSell your product or serviceMotivate your reader to action

EmailEmail is the least formal method of

business communication. Email (electronic mail) lets you transmit

information from one computer to another quickly and easily.

It is the most widely used method of written communication usually done in a conversational style.

Memorandum (Memo) Memorandum (Memo) is a document

used for internal communication within an organization. Memos may be drafted by management and addressed to other employees.

Complete Written Communication Exercise

—Cover Letter

Verbal Communication The sharing of information between individuals

by using speech. Individuals working within a business need to

effectively use verbal communication that employs readily understood spoken words, as well as ensuring that the enunciation, stress and tone of voice with which the words are expressed is appropriate.

3 concepts of verbal communication1. Sender-one who extends the message2. Receiver-one who receives the

message3. Message-what is being sent (Verbal or

non-verbal)

Verbal Communiation

Sender

MESSAGE

Understanding

Receiver

Complete Verbal Exercise---

Group Activity