Business

Communication
Marketing Co-Op (Cooperative)
What is
Communication

The exchange of
ideas, opinions
and information
through written
or spoken words,
symbols or
actions
Business Communication
Any communication used to
promote a product, service, or
organization – with the
objective of making sale
Channels Used in
Business Communication
Face-to-Face
Print (publications)
Radio
Television
Outdoor Advertising
Word of Mouth
Telephone
Social Media
 Feedback
The receivers response to the
message
Feedback between co-workers
o Manager  Employees
o Annual reviews
o Praise or criticism on work
performance
Feedback from customers
https://www.tripadvisor.co.id/
Types of Business
Communication
Internal Communication –
communication that takes place
within an organization
External Communication –
communication with people
outside of the company
 Internal Communication
 Effective internal communication is
a vital means of addressing
organizational concerns
 In can help improve
 Employee job satisfaction
 Safety and security
 Employee productivity
 And decrease
 Misunderstandings and grievances/ complaints
 Employee turnover/ resigns
 Internal Communication
Upward Communication: flow of
information from employees to
management
Retail Store Example
Used to:
Store
 Exchange information Manager

 Offer ideas
 Express enthusiasm Assistant
Manager
 Achieve job satisfaction
 Provide feedback Sales
Cashier
Stockroo
m
Associate
Personnel
 Internal Communication
Downward Communication: information
coming from higher management that
usually provides enabling information
Used to:
 Give instructions
 Encourage 2-way discussion
 Announce decisions
 Seek cooperation
 Provide motivation
 Boost morale
 Increase efficiency
 Obtain feedback
 External Communication
 Communication with sources outside
the organization; vendors, customers,
etc.
 Leads to better
 Sales volume
 Public credibility
 Operational efficiency
 Company profits

 Should improve
 Overall performance
 Corporate image
 Customer satisfaction
Face to Face
Communication
 Reveals more information than
any other form of
communication (most
importantly, nonverbal
communication)
 facial expressions, body language, tone
of voice and attire
 Instant feedback can resolve
confusion or misinterpretation
 Modern Technology:
 Video conferencing - another way for
employees to benefit from face-to-face
communication while saving time and
money
Flight Instructions AT&T and Cisco
 Telephone Calls

 Includes both making and

receiving calls
 Message is communicated
solely by voice
 Must make sure you have a
pleasant voice
 Telephone Calls
 When answering or initiating a call:
 Greet the other person in a cheerful, but formal
manner
 Use a pleasant tone
 Enunciate clearly
 Speak directly into the mouthpiece
 Speak loudly, but do not shout
 Be courteous/respectful
 Try not to interrupt the other person if they
are talking
 Telephone Calls

 Organize all your thoughts before you make a

phone call
 Make sure to convey all necessary information
 Such as identifying one’s business
 Be prepared to take a message
 Note the time of the call
 The caller’s name and message
 The return phone number
 Make sure to repeat the phone number to the caller
 Telephone Calls

 Putting a caller on hold:

 Be polite and ask them if you can put them on hold
 Never interrupt a caller
 Tell them why you are putting them on hold
 If you are going to put them on hold for long than a minute:
 Take down their phone number
 Do not ask them to call you back, YOU CALL THEM BACK!
 Telephone and Voicemail
 Miss out on valuable non-
verbal cues, but still
allows
 tone of voice
Voicemail
 instant feedback
 Voicemail is becoming
increasingly popular as
more and more executives
work outside the office
 Allows for tone of voice, but no
immediate feedback
 Text Messaging

 Became popular with

the release of
smartphones
 Problems with text
messaging
 No access to non-verbal
communication
 Tendency to have errors –
autotype
 Can’t hear tone of voice
Personal Written Messages
 E-mail and Online Messaging
Less formal and not as structured
Does not allow for instant feedback or
nonverbal cues but does require a response
from the recipient
Written in a way that is easy to understand
Emails
 Emails are becoming the method of
choice for fast, informal communication
 Make sure to include the following:
Informative subject title
A traditional greeting
Concise, clearly stated body
Statement regarding the type of response needed
Formal closing and signature
 Email - Signature
 Should include your:
Name
Title/Position
Company
Address
Phone and Fax
Email Address
 Email - Terms

 To: the person(s) you are sending the

email to
 Cc: Carbon Copy
 People who need to be informed but to not need to act on the information

 Bcc: Blind Carbon Copy

 Other recipients cannot see that the email has been sent to people who were
“bcc”

 Make sure to use them appropriately

 Email

 Remember that emails leave a permanent

record in the workplace

 Make sure you are professional and follow

the guidelines listed

 As with all communications, make sure to

use correct grammar and spelling
 Email - Activity

 Read through the email an employee sent

to their boss

 After reading the email, use what you

learned about emails to rewrite it.

 Be sure to be clear, concise, and

professional!
 Instant Messaging

 Many companies use their own instant

messaging setup

 Like social networks, you should not use

IM programs for personal use during
work
 Impersonal Written
Messages
 Mass e-mails or general memos
 Usually used to convey messages
such as:
 Rules
 Policies
 Regulations
 News
 Procedural changes

 Because it is so impersonal
employees are less likely to
respond
 Social Networks

 Be careful about what you put on your

social network profiles

 Businesses are using social network as a

way to evaluate applicants

 You should not be on social networks

while you are at your workplace