註釋
Business communication is information sharing between people within and outside an organization that is performed for the commercial benefit of the organization. It can also be defined as relaying of information within a business by its people.
A two way information sharing process which involves one party sending a message that is easily understood by the receiving party. Effective communication by business managers facilitates information sharing between company employees and can substantially contribute to its commercial success.
For business communication to be effective these qualities are essential:
Establish clear hierarchy
Use visual communication
Conflict Management
Consider Cultural Issues
Good Written communication
Face-to-face
Face-to-face communication helps to establish a personal connection and will help sell the product or service to the customer. These interactions can portray a whole different message than written communication as tone, pitch, and body language is observed. Information is easier to access and delivered immediately with interactions rather than waiting for an email or phone call. Conflicts are also easily resolved this way, as verbal and non-verbal cues are observed and acted upon. Communicating professionally is important as one is representing the company. Speak clearly and ask questions to understand the needs and wants, let the recipient respond as one resolves the issue. Decisions are made more confidently during a face-to-face interaction as the recipient asks questions to understand and move forward with their decision.
Email
When using email to communicate in the business world, it is important to be careful with the choice of words. Miscommunication is frequent as the reader does not have access to the non-verbal cues that are available in face to face spoken communication, the pitch, tone, body language and facial expression. Before beginning an email, make sure the email address one is using is appropriate and professional, as is the message one has composed. Ensure that the message is clear and to the point so that the recipient understands clearly the sender's intent. Make sure to include the sender's signature, title, and other contact information at the end.
Telephone
When making a business call, make it clear who is on the line and where one is from as well as one's message when on the phone. Smile and have a positive attitude as the recipient will be able to read the caller and that will affect how they react. When leaving a message, make sure one is clear and brief. One should state their name and who they are and the purpose for contacting them. If replying to a voicemail, try to respond as soon as possible and take into consideration the time of day. Don't call too early or too late, as it is important to respect other's time. Also be mindful of where one is and the noise level as well as the people one is around when trying to reach someone by phone.[4]
When making a sales call, hope for the person one are trying to connect to does not answer the phone. Leave up to five enticing messages and one's target audience will be ready to speak when one either gets a call back or one calls and reaches the person. The enticing message prepares the person to speak to the representative. It may be that the person is not interested based on what one had said in each voice message. Always be polite and accept that one may have many more to call. If the individual is reached, one might ask if there might be someone better suited for the advertised program.
If one is calling and leaving voice messages, include time of availability for callbacks. There is nothing worse than a callback coming to one when one is not available. Use the telephone as a great communication tool. Be polite and always put oneself in the other person's position. For more tips on making business calls and leaving enticing messages see Harlan J Brown's book on Telephone Participation.