Business Communication

Business CommunicationMarketing Co-Op

What is CommunicationThe 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 saleChannels Used in Business CommunicationInternetPrint (publications)RadioTelevision Outdoor AdvertisingWord of Mouth

FeedbackThe receivers response to the messageFeedback between co-workersManager EmployeesAnnual reviewsPraise or criticism on work performanceFeedback from customers

Types of Business CommunicationInternal Communication communication that takes place within an organizationExternal Communication communication with people outside of the company

Internal CommunicationEffective internal communication is a vital means of addressing organizational concernsIn can help improveEmployee job satisfactionSafety and securityEmployee productivityAnd decreaseMisunderstandings and grievancesEmployee turnover

Internal CommunicationUpward Communication: flow of information from employees to managementUsed to:Exchange informationOffer ideasExpress enthusiasmAchieve job satisfactionProvide feedbackRetail Store ExampleInternal CommunicationDownward Communication: information coming from higher management that usually provides enabling information Used to:Give instructionsEncourage 2-way discussionAnnounce decisionsSeek cooperationProvide motivationBoost moraleIncrease efficiencyObtain feedback

External CommunicationCommunication with sources outside the organization; vendors, customers, etc.Leads to betterSales volumePublic credibilityOperational efficiencyCompany profitsShould improveOverall performanceCorporate imageCustomer satisfaction

Face to Face CommunicationReveals more information than any other form of communication (most importantly, nonverbal communication)facial expressions, body language, tone of voice and attireInstant feedback can resolve confusion or misinterpretationModern Technology: Video conferencing - another way for employees to benefit from face-to-face communication while saving time and money

AT&T and CiscoFlight Instructions

Telephone and VoicemailMiss out on valuable non-verbal cues, but still allowstone of voiceinstant feedbackVoicemail is becoming increasingly popular as more and more executives work outside the officeAllows for tone of voice, but no immediate feedbackVoicemailText MessagingBecoming increasingly popular with the release of new smartphonesProblems with text messagingNo access to non-verbal communicationTendency to have errors autotypeCant hear tone of voice

Personal Written MessagesE-mail and Online MessagingLess formal and not as structuredDoes not allow for instant feedback or nonverbal cues but does require a response from the recipientWritten in a way that is easy to understand

Impersonal Written MessagesMass e-mails or general memosUsually used to convey messages such as:RulesPoliciesRegulationsNewsProcedural changes

Because it is so impersonal employees are less likely to respond