LETS TALK BUSINESS Tara Benson Musicland

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LETS TALK BUSINESS Tara BensonMusicland

• Communication is a vital part of life. I use it
  during most of my waking hours without really
  considering it, yet I am continually immersed in
  communication of one form or another.
• Communication is important because it is the
  foundation of my personal and professional
  relationships.
• Communicating forms bonds and creates trust
  between people. At Musicland keeping an open line
  of communication enables me to work effectively
  and make sound decisions.
• Good communication skills are tools for achieving
  my goals and getting results.

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Business Communication Goals

• RECEIVER UNDERSTANDING
• The receiver understands the message as the
  sender intends.
• RECEIVER RESPONSE
• The receiver provides the necessary response to
  the sender.
• FAVORABLE RELATIONSHIP
• The sender and the receiver maintain a favorable
  relationship.
• ORGANIZATIONAL GOODWILL
• The senders organization gains goodwill.

3
Communication Process Model
Message
Sender
Receiver
Feedback
Barriers
Barriers
4
Senders and Receivers Roles

• SENDERS ROLE
• 1. Analyze the receiver.
• 2. Select message type and channel.
• 3. Use the you-viewpoint when composing and
  sending messages.
• 4. Provide for feedback.
• 5. Remove communication barriers.
• RECEIVERS ROLE
• 1. Listen or read carefully.
• 2. Be open to different types of senders and new
  ideas.
• 3. Make notes when necessary.
• 4. Provide appropriate feedback to sender.
• 5. Ask questions for clarification as necessary.

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Analysis of the Receiver

• KNOWLEDGE
• Education
• Experience
• Vocabulary Level
• INTERESTS
• Concerns
• Needs
• Motivations
• ATTITUDES
• Values
• Biases
• Viewpoints
• EMOTIONAL STATE
• Happy
• Neutral
• Angry

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Using the You-Viewpoint

• We-Viewpoint We are happy to have your order.
• You-Viewpoint Thank you for your order.
• We-Viewpoint We allow a 2 percent discount if
  the bill is paid by the 10th of the month.
• You-Viewpoint You can realize an additional 2
  percent savings by paying invoices before the
  10th of the month.
• We-Viewpoint We build Alpha cars to last.
• You-Viewpoint When you buy an Alpha car, you are
  buying long-term, dependable enjoyment and
  service.
• We-Viewpoint Thursday I will give a business
  communication test.
• You-Viewpoint Thursday you will have an
  opportunity to share your knowledge of business
  communication.

7
Communication Barriers

• Poor Word Choice
• Differing Connotations
• Inappropriate Inferences
• Poor Grammar, Spelling, Punctuation, and Sentence
  Structure
• Wrong Type of Message
• Poor Appearance of Written Message
• Poor Appearance of Sender of Oral Message
• Distracting Environmental Factors
• Limited Receiver Capability
• Poor Listening
• Others -- Lack of Interest
• Lack of Knowledge Needed to Understand
• Different Cultural Perceptions
• Language Difficulty
• Emotional State
• Bias
• The MAJOR BARRIER--Failure to Use the
  You-Viewpoint