1.6

Business communications

1.6 Business communications

Communications in business

Occur constantly

Are formal and informal

Are written and spoken

Are internal (stay within the business) and external (sent outside the business)

Are essential for business success

1.6 Business communications

The importance of internal communications

Operations and sales must agree delivery dates

Finance must know what has been sold

Sales staff must know credit limits

Customer service must know about problems and delays

Human resources must know about training requirements

GOOD COMMUNICATIONS ARE ESSENTIAL

To achieve business aims, functional areas must support each other, eg

1.6 Business communications

The importance of external communications

External communications are critical to sales, eg

Customer enquiries must be handled promptly

Product/service information must be accurate/attractive

Customer invoices must be correct

Customer and supplier problems must be resolved quickly

1.6 Business communications

Methods of communication

Oral, eg telephone, face-to-face, meetings, telephone conferencing

By video, eg video conferencing and Internet video link

Written, eg letter, memo, financial documents, advertisements, emails and attachments

Graphical, eg production drawings, computer graphics

1.6 Business communications

Choosing the most appropriate method

Depends upon:

The reason (eg important = written)

The recipient (eg internal/external)

The technology available

The urgency of the message (eg fast = courier or ICT)

The complexity of the message (eg very complex = written)

Whether instant feedback needed

1.6 Business communications

Use oral if . . .

You need an instant response

You want to use your tone of voice or body language to show feelings

You want to keep checking the other person’s reaction

The telephone is only suitable for straight-forward information.

1.6 Business communications

Use video if . . .

The person is some distance away

Travel costs would be saved

Seeing the person would help the communication

You have the technology

1.6 Business communications

Use written if . . .

It is important there is a permanent record

The information is important

The information is complex

If urgent – use email or fax

If non-urgent – write letter or send memo

NOTE: good writing skills are vital!

1.6 Business communications

Use graphical if . . .

It would save words or explanations

It would help understanding

It would provide essential additional information

1.6 Business communications

Summary

Urgent communications require a fast response

Type/quality of response very important

Technology increases choice of methods

BUT

Good communication skills still vital.