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Effective business communicators - to select those communication skills that will prove the most
adequate for a particular situation and will serve their interests best.
Recent studies necessity to organise training courses for developing
communication skills
critical-thinking skills
to cope with:
high technology
competitive world
demands of the modern economy
written & oral communication skills
advocacy
elocution
oral response
preparing formal reports
writing business plans
planning and writing strategies
changing people's attitude towards acquiring these abilities
communication = innate ability?
Good communicators'
strengths:
they know what to communicate
how to communicate to different people in different ways
a system of measuring their performance (how much they have progressed)
Business schools should teach both formal and informal skills
Specific language functions:
explaining
analysing
making tactful refusals
persuading
making complaints
criticising tactfully
communication expertise
ability
ability
ability
ability
to
to
to
to
express oneself
use analytical/conceptual skills
write and speak creatively
empathise with the partner (social self)
Conative function correct level of approach; to get the partner involved; use of
vocatives/ polite forms of address/titles)
Emotive + referential function ability to speak & write creatively; adequate reference
to the business context = proof of increased creativity)
Phatic function empathy with the partner/ adapting to the partner
Phatic communication/ Rapport adequate use of those verbal and non verbal elements
in order to create the atmosphere of sociability/ communion necessary to the development of
co-operative relationships (business meetings & negotiations)
Written communication
irreversible
(univocal relationship)
restrictive
(standard language)
once the message has been sent, the
writer cannot change the meaning
(cannot work out on it)
careful elaboration of the message;
observance of rules
(complex syntax, reduced repetition,
precise, concrete vocabulary, lack of
immediate feedback, more formal)
predominantly transactional
(orientation towards conveying factual
information)
the
the
the
the
the
problem
objectives
reader/writer
order
format
The problem assess the circumstances imposing the necessity to communicate (speak/write)
Particular setting/background
Factors:
internal
strengths
weaknesses
external
state of competition
technological level
customers' attitude
The objectives
General
objectives
to inform
to get approval
to get information
to persuade
to give instructions
to make complaints
to notify
to make adjustments
to make proposals
to congratulate
Specific objectives
to give details
to support the general objective
Successful communicators:
only one major objective for each piece of communication
make the message clear taken into account promptly
followed by immediate action
not clear objectives
lead to misinterpretation
ineffective communication
additional action/waste of time
Lecture 2
Improved
Stakeholder
response
Enhanced
professional
image
Clearer
promotional
materials
Quicker
problem
solving
EFFECTIVE
COMMUNICATION
Stronger
business
relationships
Stronger
decision
making
Increased
productivity
Steadier
work flow
Formal
Internal
Planned communication among
insiders (letters, reports, memos,
e-mail, instant messages ) that
flows the companys chain of
External
Planned communication with
outsiders (letters, reports,
memos, speeches, websites,
instant messages and news
Informal
command
Casual communication among
employees (e-mail, instant
messages, face-to-face
conversations, and phone calls
that do not follow the companys
chain of command)
releases)
Casual communication with
suppliers, customers, investors
and other outsiders (face-to-face
conversations, e-mail, instant
messages, and phone calls)
Deceptive tactics
Deceptive communication regrettably easy
Unscrupulous communicators
can present opinions as facts
omit crucial information
exaggerate benefits
downplay risks
High performance in business communication
ability
ability
ability
ability
to
to
to
to
express oneself
use analytical/conceptual skills
write and speak creatively
empathise with the partner (social self)
Lecture 3
to motivate
to persuade
to think /act in accordance with the speaker
Situations:
-
commencement awards
retirement addresses
achievement awards
founder's day speeches
other congratulatory speeches
formally
questions & answers sessions
(plan carefully so as not to lose control
of the meeting)
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5. Methods of Delivery
Reading from a prepared manuscript
Delivering from memory
Delivering extemporaneously relying on brief notes or clue cards.
Reading from a prepared manuscript
Purpose: to deliver an exact, structured message
Examples: keynote speeches
speeches with long-range effect (government officials)
sometimes, scripts are approved prior to presentation
and made available to the members of the press
Delivering from memory
memorizing the presentation word-for-word
Possible problems:
may forget a line or sentence
may lose their place in the speech
Extemporaneous presentation most popular, most desirable
materials are organised either in outline form or on note cards;
allows to monitor the audiences reactions, to slow down, to elaborate on different
points;
encourage the audiences involvement;
contributes to building trust, confidence and commitment
Lecture 4
11
educational background
intelligence level
status (leader or follower)
Nonverbal elements
used as standards for determining success
good grooming
appropriate dress
natural manners
silent communicators
effective body language
a pleasing voice
good eye contact
an authoritative presence
55% of what we believe about one another is based on our observation & interpretation of
nonverbal signals.
Most people will judge you by:
your self-confidence
your personality
your determination
your self-control
Natural Manners
Stress = natural part of public speaking
Audience may detect how confident you are by observing your mannerism.
Annoying habits:
knuckle rapping
fist clenching
nail biting
foot tapping
coin jingling
During oral presentations, it is wrong to:
fold your arms across your chest
lean against the wall/lectern other object
folding your hands behind you
placing your hands in your pockets
Natural, self-confident manners - recommended
Professional speaker's stance:
- standing straight (arms/hands hanging loosely at your sides)
- feet firmly planted and spread naturally
Appropriate Attire
good grooming
appropriate dress
WOMEN
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Body Language
For effectiveness natural gestures to emphasize a point.
Key word = natural
The Voice
Good voice quality provides an effective presentation.
For feedback :
a tape recorder
a friend
a member of the family
Eye Contact
the most prominent feature of your face;
use them to make contact with the audience;
try not to single out a particular person, but make eye contact with many people in
the audience;
begin by looking ahead, rotate slowly from side to side, making eye contact with a
number of different people;
lock eyes for a few seconds, but never long enough to complete more than 8-10
words;
let your eyes do some of the talking;
Presence
Visual presence:
by integrating nonverbal elements into a professional image
positive visual image
The Voice
Good voice quality provides an effective presentation.
For feedback :
a tape recorder
a friend
a member of the family
Lecture 5
3 basic parts:
the Takeoff gains the audiences attention
introduces the theme
the Convincing Evidence data /facts /info. (used to support the claim)
the Windup closes the message
a summary of key elements
The Takeoff sets the stage for the audiences response
Reasons for being present:
13
Some participants
Other participants
desire information
are required to attend
14
beforehand, write on note cards, what you intend to present on the board, to avoid
making mistakes
do not write pertinent information on the board beforehand: will divert the audience's
attention to the board.
Flipcharts
you can write information on one sheet at a time
you can write information ahead of time and then flip the sheets as you discuss
esp. useful for small group presentations
Handouts a useful way of complementing your presentation
should be distributed at the end of the speech (audience - free to concentrate on yr.
presentation)
what you want the audience to do with your handouts
-
Lecture 6
BUSINESS LETTERS
General aspects
Communication between companies various means
telephones (mobile phones)
fax machines
the Internet
Phone messages, faxes or e-mail messages a certain degree of informality, that may not
illustrate the real nature of the relationship
such messages are sent by persons who do not have the necessary authority for making
decisions on behalf of the company
the information conveyed can not be taken as having official value
Consequently any important element in business, discussed or agreed upon the phone
should be confirmed by an official, formal letter
For this reason (and for many others) writing ability appears in the top three activities of
a business person
Businesses value effective communicators:
being an effective writer can enhance your professional career
the letters you write become your ambassadors
people in other departments of the company get to know you through your writing
your letters may get your superiors attention showing how effective or ineffective you are
as a business communicator.
The layout of a business letter
The layout of a business letter some specific elements
Information about:
the two companies that communicate by letters
the people authorised to communicate on behalf of each company
or may refer to the filing system that enables tracing a letter (or a number of letters in
the correspondence file)
15
Letterhead
Date
Reference line
Inside address
Salutation
Subject line
Complimentary line
Authors signature
Typed name
Position
Enclosures
16
Figure 5. Main parts of a business letter.
The letterhead
Information about the sender:
the companys name and status
its address
telephone/fax number/ e-mail address
the logo
The date
There are various ways to express date:
2.11. 2001
2/11/2001
The 1st of November 2001
November 1st, 2001
In business correspondence pattern recommended:
2 November 2001
The reference line
Your ref. (your reference)
Our ref. (our reference)
helps tracing a letter in the file
the name of the person who signed the letter
the name of the typist
the filing code
Example: Your ref.: FW/ms/P
the letter was written/signed by Frank Warrington
it was typed by Mary Storm
is located in the file P (petrol) 25
"Our ref." gives similar information about the sender
The inside address indicates the following:
name and address of the addressee
position in the company (e.g. The Supply Manager, The Chief Accountant etc.)
department
mail address written exactly as given by your partner
The salutation
Forms of address used to open business letters
depend on:
the addressees status
the social distance between the partners
Dear
Dear
Dear
Dear
17
18
British English
Salutation
Complimentary line
Yours faithfully
Dear
Yours sincerely
Yours/ Best regards/ wishes/ Kind
regards
American English
Salutation
Complimentary line
Gentlemen:/ Dear Madam / Sir(s)
Truly yours
Dear Mr/Mrs/Ms/Miss Hudson
Yours sincerely
Dear Nicholas
Best regards/ Cordially
The signature given together with
the writer's name
the writers position in the company
If the writer is not the person authorised to sign the letter:
the printed name is preceded by:
p.p. (per procurationem) or
for:
Mary Smith
p.p. Tom Richard
Supply Manager
Enclosure line the last point of a business letter
abbreviated to Enc./encl.
gives the list of additional documents sent with the letter:
Encl.: 2 copies of the Monthly Statement
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MEDEQUIP Ltd.
78 Bell Street
Washington DC, WA 53124
27 January 2002
Our ref. CG/mn/ T 99
Mr Paul Levin
Washington Marketing Society
667 Seventeenth Street
Washington DC
WA 64702
Dear Mr Levin
Training course
We have read your article on new trends in marketing in the December issue of the
Marketing Review. Since your ideas seem very interesting to us, we would like to
invite you to deliver some lectures to our sales people within a two-week training
course at the beginning of April.
We are sure that the new strategy you propose for selling medical equipment will be of
great interest to our people.
Could you please confirm, by 15 February 2002, if you would accept our invitation?
All the other details will be discussed as soon as we receive your confirmation.
We look forward to your answer.
Yours sincerely,
Marion Evans
Human Resources Manager
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21
Lecture 7
MAKING AN ENQUIRY
SUNSHINE Hotels
10 Lion Street
7 AHD Amsterdam
The Netherlands
15 December 2003
Your ref:
Our ref: AC/gc/ Amst 03
The ROMFAST Bank
12 Queen Mary Street
District 3
Bucharest
Romania
Dear Sirs
Re: Banking services
We 1 your 2 from Mr Toma Dnescu, General Manager of "RomTour"Bucharest, who has 3 you as one of the most reliable banks in Romania.
We are 4 the hotel5 and our 6 of hotels is well-known 7 Europe. We have
recently 8 the Romanian market, with two 9 in Bucharest and we would 10 to
11 your bank for paying 12our staff 12our suppliers.
We would 14 if you 14 send us 15 about the card system and credit lines you
can 16 us.
We look 18 to 19 from you soon.
Yours 20
SCarlsson
Steven Carlsson
Head of Finance Department
1.
2.
3.
4.
5.
22
He is arranging a meeting
making payment
sorting out letters
giving a presentation
making an enquiry
making a proposal
Letters of enquiry asking for information
You make an enquiry in order to find out:
where you can find the product
how much you have to pay for it
if you can get a discount
what quantities of that product are available
how soon the supplier may honour your order
what similar products are available on the market
The paragraphs of an enquiry letter have clear functions:
Para
grap
Function
Examples
1st
introduction
2nd ;
3rd
giving additional
information about the
situation;
giving brief information
about your company;
offering to give further
information;
launching the request.
last para
grap
23
h
The general structure of an enquiry letter:
may begin directly with the request
information about the sender + his interest in the request made
has to indicate the source of information, which has facilitated the enquiry
Letters enquiring about people more specific
it shows clearly who you are enquiring about
describes the situation that has led to the enquiry (promotion to a top position, new
employment, a prospective merger/partnership etc.)
Recommendations:
include a set of clear questions that will help the respondent to structure the answer
accordingly
these letters should
the information supplied should be used for business purposes only
getting or giving information about someone with the permission from the person
concerned
such information must be treated confidentially
24
REPLIES TO ENQUIRIES
A serious businessperson will always answer an enquiry.
Answers:
negative (refusal)
Interested in the proposal answer it promptly!
Experienced business people use to move fast:
confirm the letter: orally, over the phone, by e-mail
a formal letter will be sent later
Read the enquiry reply letter below and then find in its text the parts that comply with the
functions given in the list below:
a.
b.
c.
d.
e.
25
ROMFAST BANK
23 King Ferdinand Bulevard
District 1, Bucharest
Romania
2. Giving
20 December 2003
Your ref: SC/gc/Rom.03
Our ref: OD/ms/ Amst 03
The SUNSHINE Hotels
10 Lion Street
7 AHD Amsterdam
The Netherlands
Dear Mr Carlsson,
Re: Your letter of 15 December 2003
Thank you for your above-mentioned letter enquiring about our banking services. As you
have found out from some of our clients, our standards are high and our services prompt
and efficient.
We have recently developed our range of products, including some new credit lines, which
are successfully used by many large Romanian firms and foreign companies working in
Romania.
We are sending you enclosed a detailed description of our products and hope that you will
find them suitable for you. Please contact us by phone or e-mail if you have additional
questions. Our staff will be glad to help you make the best choice.
We look forward to hearing from you soon.
Yours sincerely
ODumitrescu
Oana Dumitrescu
Head of Marketing Department
26
4. We _________ that we are __________to grant you such a big loan without third_______ guarantee.
5. We ____________ inform you _______ the C12 video projectors are _____ of stock.
6. We _________to inform you that the opening you are interested in was filled two weeks
ago.
7. ____________, you have failed to supply the goods as per the contract.
2.b Now fill in the paragraphs below taken from two letters of refusal:
"We 1 to inform you that we no 2 manufacture the projector type you are 3 in.
Instead, we could 4 you a similar product at an affordable 5 and significantly 6
characteristics."
" Thank you for 1 letter 220 June 2004 3 about a bank 4.
After careful 5 of your documents, we 6 to 7 you that we are 8 to help you.
9, you do not 10 sufficient collateral, as it results 11your documents."
A letter of refusal
carefully worded
the general tone of the letter respect and understanding
to create a favourable atmosphere for a possible relationship in the future
Stages:
27
STAR Bank
5 Long Street
Edinburgh
3E 56 EG
Great Britain
Grungwald and Son
24 Forest Street
Amsterdam
The Netherlands
Dear Mr Grundwald
Reply to enquiry
Thank you for your letter 118 May 2002.
2 your proposal is very attractive, we 3 that we are 4 to invest in
your project for the moment.
5 some management changes, we 6 restricted our 7 funds for a
certain 8of time. We 9 move back to our 10 investment 11 as
12 as some old 13 will 14been 15. We estimate that this will
not 16more 17six months. 18 your proposal is really interesting; we
can take your project as a priority at that time.
Thank you again for your19.
20 our proposal does 21fit you, we would like to 22you every
success in the future.
Yours 23
MBray
Mary Bray
Head of Investments Department
Lecture 8
LETTERS OF COMPLAINT
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1. delayed delivery
2. undershipment
3. slow operations
4. inadequate invoices
5. incomplete information
6. overshipment
7. bad behaviour
8. breakdown of the IT system
9. delays in money transfer
10.
non-payment
11.
inadequate advice
12.
slow recording of documents
13.
ineficiency in manipulating documents
14.
overcharging
15.
delivery of the wrong goods
Conflicts are very frequent in business.
Partners interested in achieving and defending their interests and goals
When conflicts occur try to solve them amiably
without affecting the basic relationship
without damaging the professional image or position held in the business environment
keep the costs of the conflict to the minimum
An effective way:
let our partner know that something wrong happened
try to find out about the causes of the mistake that have generated our
discontent
speak or write about them
Making complaints
3.a
What functions do the following phrases (a -f) express?
a. "We are ready to do that if you can offer us a 2% discount for the remaining shipments."
b. " We are writing with reference to the above-mentioned contract for repair works."
c. " We can presume that the contents of the second van were intended for another
customer."
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HITECH LTD.
Romanian Division
The Continental Hotel
Str. Azurului 15, Sector 2
63451 Bucureti, Romnia
30 September 2004
Mr Doru Dinescu
Director
ROMFAST Bank
12 Queen Mary Street
District 3, Bucuresti, Romania
Dear Mr. Dinescu
Contract 215 of 27 March 2004
We are 1in connection with our 2 contract for staff payment through card systems 3
between your bank and our4.
As 5 in the contract, your bank 6 transfer the corresponding 7 to our staff individual
8 before the 9th day of each month. Everything went quite well until June 2004 when our
employees 9 about their accounts 10 credited one week after the 11date.
Since this 12 again in July and September, we wonder what has 13with the relevant
department of your bank.
14, we have 15 all the records and documents delivery dates for 16our 17staff are
responsible, but everything has been 18 without 19 delay or mistake.
Since 20 in 21payment is a very serious matter, we 22 inform you that, if you do not
take 23 so as such things be completely24, we will be 25 to 26to the 27Clause
in our contract and even to 28the contract altogether.
In the hope that the situation will be 29as soon as possible, we look forward to hearing from
you.
Yours 30
Tom Bell
Financial Manager
30
regulate
put in order
settling claims
in harmonious relations with other persons
change one's way of living, thinking, etc.
1.
2.
3.
4.
You have to be grateful to her for helping you to become a well-adjusted young man.
Please do not adjust your sets! (warning on TV screen)
Managers have to adjust themselves to new cultural contexts.
I've checked it myself. Our partner is right. We've delivered less than agreed. We have to
send them an adjustment letter.
5. The device adjusts itself to changes in humidity.
An adjustment letter is an attempt to restore the relationship and maintain the company's
good reputation. As a result, its tone should be polite and reconciliatory and should help to
achieve the following functions:
31
ROMFAST BANK
12 Queen Mary Street
District 3
Bucharest
4 Oct.2004
Your ref: TB/tg/ Rm 04
Our ref: DD/md/ BCC
HIGHTECH Ltd.
Romanian Division
Str. Amurgului 28
Sector 4
Bucuresti
Dear Mr Bell
Complaint - Contract 215 of 27 March 2004
We 1 receipt of your letter 2 30 September 2004, 3 the delay in 4 for
your staff as per the 5 contract.
We have looked 6 the matter and found 7 that your 8is9. Due to an
10breakdown of the IT11, the last step of the money 12procedure 13not
be 14at the 15 time. Besides, in July, we 16two persons for money tranfer
17and it 18some time until they got 19with the whole system.
We are 20very 21for the 22created and we 23you that no 24will
occur from now 25. We have taken measures that the 26-hired persons 27
helped by an 28 officer for a period of six months. The 29of department will
increase 30on this area of activity. Also, in 31 for the situation you have
32 through, we 33 to carry out bank operations for your staff, free of34, for a
period of three months.
35again for the trouble 36to you, we do hope that this regrettable 37 will
not 38 our future39.
Yours40
DDinescu
Doru Dinescu
Director
32
B
a. We are sorry but we cannot accept
your complaint. Our experts have
established that you did not observe
the maintenance instructions.
Therefore, we cannot assume any
responsibility.
Note: The seminar activities have been based on materials (texts and exercises)
distributed to students in the classroom.
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