BUSINESS COMMUNICATION Sharifah Norhafiza Syed Ibrahim Bengkel Latihan Praktik BACC 04 UiTM Pahang
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What is Communication? • Process by which we impart, reveal or share knowledge, ideas, views or feelings. Internal oral External oral Communication Internal written External written
purpose • To satisfy needs in both work and non-work lives – e.g. attending meetings, reports, explaining & clarifying work assignments • To be heard • To inform • To persuade • To entertain • etc
Factors in choosing means of communication • Recipient • Urgency • Cost • Confidentiality • Safety and security • Distance • Time of day • Influence • Written record
Effective Communication • Objective • Recipient-relationship, background’s knowledge & experience • Condition – urgent, serious, dangerous, emotive, informative • How will the recipient react?
Checklist • Listen intelligently • Think clearly • Time your communication appropriately • Select media appropriately • Use relevant language • Obtain feedback
Why communication has failed? • over listening – careful concentration, interest • Faking attention • Preconception – we hear what we like and want to hear • Emotional responses – if recipient is highly emotional, wait a little! • Language – foreign, dialects, technical • Systems – plan a systematic process • Dismissing subjects as uninteresting • Failing to observe nonverbal aids
Communication in Organization • Oral – formal meetings, interviews, conference/seminars, instructing subordinates, dealing with clients, informal gathering, meeting in corridor, lifts, private discussions, conversation over lunch • Face-to-face or by telephone, video-conferencing
Face-to-face • Plan what you want to say • Take into consideration the person you will be speaking to • Speak with correct intonation • Be open-minded • Dress appropriately • Consider the location LISTENING, SPEAKING, RESPONSE
Listening skill • Prepare yourself to listen- clear your mind and concentrate on what is being said • Listen with empathy – hear what is being said not what you want to hear • Avoid preconception • Establish eye contact – appropriate posture, Watch the speaker • Keep pace • Give feedback • Jot down main points
Telephone/handphone conversation • Do’s • exercise good manners • message pad and a pen at hand • Speak clearly into the mouthpiece • Answer promptly • Give relevant info – name, number etc • Take down msg accurately, repeat if necessary • Assure caller that they’ve been attended (where they have to hold or wait)
Don’ts • Sound rude or sarcastic • Sound impatient • Lose your temper • Use slang • Be unhelpful • Say the person required is not in before asking first who the caller is • Shout across the room without placing the caller on hold
Business Letter • Letterhead – name, address, tel no • References-initial of writer/typist • Date-day/month/year • Inside address-name, full postal address • Greeting-Dear Sir, Dear Madam, Dear Sir/Madam • Heading • Body of letter-subject matter • Complimentary close-Yours Faithfully, sign • Sender’s name-in full • Title or department
Qualities you want reflected in your letter • You can communicate clearly write clear, simple and concise • You take pride in your work check-and recheck your letter, get someone with good English/Malay to read it • Get the receiver’s name right Dear Sir/Madam
Do’s • Do remember every letter reflects the image of the co • Do be brief yet concise • Do use simple, easy to understand words • Do be positive and clear • Do be tactful but polite • Proofread, checking grammar and layout
Don’ts • Include in your letter any content, which you cannot be held responsible for • Allow inconsistencies or vagueness • Use slang and complex language • inject any irrelevant or ambiguity element • Be impolite or write in casual tone • Allow typographical error
Tips to be a happy business communicator • Don’t expect everyone to like you • Try not to take rejection personally find out why, then redo it, never assume • There are no real rules ask if you don’t know anything • Don’t be a snob
Inter-relationship skills • Confidence – you feel sure about your abilities, qualities and ideas • Courage – you do what you believe is right • Composure – you appear calm and are able to control your feelings • Competence – ability to do something well and effectively • Conscience – your sense of what is right or wrong
The Power of Body Language Communication : spoken words ( 7% ), Voice quality or tone of your voice (38%) Non-verbal ( 55%) So, Please carry yourself professionally, such as: • Walk upright • Look interested • Concentrate on work
Final Note: Be friendly Asking people for help is a way of breaking the ice and making friends. Your colleagues will feel more comfortable about you-and you, you will learn faster and make some friends along the way.
LET’S BE A GOOD COMMUNICATOR BEST OF LUCK