A study on business communication in English.
Rationale
Communication is essential to our existence, as emphasized by Hybels (1992: 5), who stated, “To live is to communicate.” Beyond verbal and nonverbal forms, communication encompasses various specialized types, including business, graphic, science, nonviolent, and technical communication In today's global environment, business communication has gained significant importance, yet many individuals remain unaware of its critical role.
Young university graduates must enhance their business communication skills alongside their casual communication abilities This graduation paper emphasizes the necessity of mastering these skills to effectively navigate the challenges of entering the workforce In light of the current global financial crisis, strong communication in business relationships has become increasingly vital for success.
After considering the relevant information, I have decided to focus my graduation paper on the study of business communication in English My aim is to enhance understanding and practical skills in this area, benefiting both myself and fellow learners as we prepare for our future careers.
Aims of the study
This subject is to help everyone using business communication in English properly by:
Giving theoretical background of general communication, business communication in English, and practical dialogues with realistic situations
Analyzing words, phrases and situations in business communication in English
Giving steps to get a effective business communication
Effective business communication is crucial, yet several common issues can hinder it Presenting without a clear purpose can lead to confusion and disengagement among audiences Additionally, overwhelming recipients with excessive information can obscure key messages, while providing insufficient details can leave customers feeling uninformed and frustrated Furthermore, neglecting to apologize or offer compensation when mistakes occur can damage relationships with both employees and customers Addressing these communication pitfalls is essential for fostering trust and ensuring successful interactions in the business environment.
Methods of the study
The communication in English is a large field with many different types like facilitated communication, graphic communication, nonviolent communication, science communication, strategic communication, business communication and so forth
Due to the limitation of time, knowledge and experience, I only refer to business communication and raise some problems occurred in business communication and some solution concepts.
Scope of the study
Business communication is a crucial aspect of effective interaction within organizations, encompassing various challenges that can hinder clarity and collaboration Common issues in business communication include misunderstandings, lack of feedback, and cultural differences To enhance communication in the workplace, it's essential to implement strategies such as active listening, providing clear and concise information, and fostering an inclusive environment that encourages open dialogue By addressing these problems and adopting effective communication practices, businesses can improve teamwork and overall productivity.
Design of the study
The study is divided into 3 main parts:
This article introduces the chosen topic, outlining the rationale behind it while clarifying the study's objectives and scope It also details the methodologies employed in the research, providing a comprehensive overview of the investigation's framework.
The second part is the development which consists of three chapters
The first chapter deals with the theoretical background which provides readers with the knowledge of general communication, business communication
The second section emphasizes the significance of effective business communication, covering key aspects such as scheduling meetings with potential clients, conducting job interviews, managing telephone interactions, and executing marketing strategies The third chapter highlights common reasons for ineffective business communication in English and offers practical suggestions to improve these skills.
In conclusion, this study encapsulates the key findings from previous sections and offers valuable suggestions for future research endeavors.
Theoretical background
An overview of communication
There are probably around 130 published various definitions of communications
(http:// www.regent.edu/acad/schcom/phd/com707/def_com.html)
Communication involves the transmission of information from a sender to a receiver through a shared medium, ensuring both parties interpret the information similarly This process enables individuals to exchange information using various methods effectively.
Communication encompasses various auditory methods, including speaking and singing, as well as nonverbal techniques like body language, sign language, and eye contact It is a process of assigning and conveying meaning to foster shared understanding, necessitating a wide range of skills in intrapersonal and interpersonal processing Key skills include listening, observing, speaking, questioning, analyzing, and evaluating Mastering these skills is developmental and beneficial across all aspects of life, including home, school, community, and work.
(http://en.wikipedia.org/wiki/Communication )
Communication is defined as the process through which one person conveys or receives information regarding another person's needs, desires, perceptions, knowledge, or emotional states It can be intentional or unintentional, utilizing both conventional and unconventional signals, and may manifest in linguistic or non-linguistic forms, including spoken and written words, symbols, or actions Essentially, communication is a two-way exchange of ideas, opinions, and information, emphasizing a dialogue rather than a monologue For effective communication, it is crucial that the message is understood in the same way by both the sender and the receiver, highlighting the importance of a dual listening process.
(http://www.rizwanashraf.com/2008/02/04/business-communication-and-its- types/)
Communication can be categorized into various types, but I believe there are four primary forms: verbal communication, nonverbal communication, visual communication, and other types.
(http://en.wikipedia.org/wiki/Communication )
Verbal communication is one way for people to communicate face-to- face Some of the key components of verbal communication are sound, words, speaking, and language
(http://cobweb2.louisville.edu/faculty/regbruce/bruce//mgmtwebs/commun_f98/ Verbal.htm )
For example: When a boy says, “I‟m thirsty “ It means that he wants some water to drink
Nonverbal communication involves conveying messages without words, utilizing gestures, body language, facial expressions, eye contact, and even objects like clothing and architecture This form of communication is essential in daily interactions, influencing various aspects of life, including professional relationships and romantic connections Understanding nonverbal cues enhances interpersonal communication and fosters deeper connections.
Speech encompasses nonverbal elements termed paralanguage, which include voice quality, emotion, and speaking style, alongside prosodic features like rhythm, intonation, and stress Similarly, written communication incorporates nonverbal aspects such as handwriting style, the spatial arrangement of words, and the use of emoticons.
(http://en.wikipedia.org/wiki/Communication )
In Mexico City, a Japanese man creatively ordered an omelet by pointing at the frying pan and mimicking hens with the sound "Akaka." He gestured "plop," indicated three eggs with three fingers, and pretended to whip the eggs Moments later, he was served his omelet, receiving a smile of recognition from the chef.
Visual communication refers to the conveyance of ideas and information through visual aids, such as images, diagrams, and text This method presents information in a visually engaging format, making it easier to read and understand By integrating various visual elements on a computer display, visual communication enhances the effectiveness of information delivery.
(http://en.wikipedia.org/wiki/Communication )
For example: All students use projector as a mean of visual communication to present their opinions on a certain subject in the graduation papers
Other types of communication include:
(http://en.wikipedia.org/wiki/Communication )
Business Communication
Business communication serves to promote products, services, or organizations while facilitating internal information exchange and addressing legal matters It also plays a crucial role in managing supply chain interactions, such as those between manufacturers and consumers.
At its most basic level, the purpose of communication in the workplace is to provide employees with the information they need to do their jobs
(http://en.wikipedia.org/wiki/Business_communication)
Business is conducted through various channels of communication, including the Internet, Print (Publications), Radio, Television, Ambient media, Outdoor, and Word of mouth
There are two types of business communication in an organization:
(http://www.rizwanashraf.com/2008/02/04/business-communication-and-its- types/)
Communication within an organization is called “Internal Communication”
Internal communication encompasses all exchanges within an organization, whether formal or informal It includes various functions or departments that provide essential information to employees, such as work instructions and job descriptions.
An effective internal communication is a vital mean of addressing organizational concerns Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease grievances and turnover
Under Internal Business Communication types there come;
(http://www.rizwanashraf.com/2008/02/04/business-communication-and-its- types/)
Upward communication refers to the transmission of information from employees to management, ensuring that superiors are informed about issues and feedback from subordinates Without this vital flow of information, management operates in isolation, unaware of whether messages have been effectively communicated or if underlying problems persist within the organization.
By definition, communication is a two-way affair Yet for effective two-way organizational communication to occur, it must begin from the bottom
Upward Communication is a mean for staff to:
(http://www.rizwanashraf.com/2008/02/04/business-communication-and-its- types/)
Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued (policies)
Downward communication generally provides enabling information - which allows a subordinate to do something, say instructions on how to do a task
Downward communication comes after upward communications have been successfully established This type of communication is needed in an organization to:
Both Downward & Upward Communications are collectively called “Vertical Communication”
(http://www.rizwanashraf.com/2008/02/04/business-communication-and-its- types/)
Horizontal communication is vital for effective coordination and collaboration among employees at the same level within an organization This type of communication fosters teamwork and enhances the overall efficiency of work processes, making it essential for achieving organizational goals.
(http://www.rizwanashraf.com/2008/02/04/business-communication-and-its- types/)
Communication with people outside the company is called “external communication” Supervisors communicate with sources outside the organization, such as vendors and customers
Ultimately, it helps to achieve
(http://www.rizwanashraf.com/2008/02/04/business-communication-and-its- types/)
A study on business communication in English
Arranging a business meeting with a potential client
The purpose of arranging a business meeting with a potential client is to increase the company‟s customer base
That is in normal cases done by contacting a potential or an established client to schedule an appointment for a business meeting at an agreed day and time
2.1.1 Contact a potential client to schedule an appointment
To successfully contact a potential client for an appointment, the initial step is to reach out and agree on a convenient day and time for the meeting However, this can often be challenging A helpful strategy for making this connection is to use a reason or excuse when calling the customer, which can facilitate a more comfortable conversation.
When reaching out to potential customers, having a valid reason for your call is essential to avoid uncomfortable openings To ease the conversation, develop the habit of finding creative justifications for your calls.
Mai, a real estate agent in Hai Phong, discovered a house for sale and saw an opportunity to connect with the owner, Mr Nguyen She reached out to him, referencing the article she read, and approached the conversation with a friendly inquiry about how she could assist him with his real estate needs.
Good morning, Mr Nguyen My name is Mai, and I represent a real estate agency in Hai Phong I noticed your recent article about selling your house and understand that you may still be searching for a buyer If you’re feeling uncertain about how long this process might take, I’d like to offer our services to assist you I would be happy to discuss my detailed plan with you in person, and I assure you that meeting with me will be a decision you won’t regret.
In this scenario, she skillfully used the upcoming sale of Mr Nguyen's house as a rationale, considering that Mr Nguyen had not yet found a buyer and was uncertain about the waiting period By crafting a convincing excuse aligned with her client's needs, Mai was able to successfully reach out to Mr Nguyen.
In summary, the creativity and authenticity of your excuses can be boundless The key is to establish a credible and realistic approach to gain access or opportunities.
One effective strategy for promoting your products is to share success stories by compiling positive customer feedback Collecting and utilizing these favorable quotes can enhance your marketing efforts, whether through phone calls, emails, or by featuring them on your intranet homepage.
Mai, a representative of the cosmetics company Oriflame, aims to attract new customers to boost product sales To connect with potential clients, she initiates contact by highlighting successful sales promotion campaigns in Europe and sharing positive feedback from satisfied customers During one of her conversations with a new customer, Ms Le, she emphasizes these achievements to build trust and encourage purchases.
Good evening, Ms Le My name is Mai from Oriflame, and I apologize for the late call, but I wanted to reach you during your available hours I hope you're well this evening I'd like to take a moment to introduce our new sun protection lotion, currently being promoted with a 20% discount This product has seen great success in Europe earlier this year, receiving positive feedback from satisfied customers Knowing that you're a tourist guide who spends considerable time outdoors, I believe this is a golden opportunity you won't want to miss.
If you want to try the product and get more details, please come to visit our shop in Parkson.”
One small tip for an effective conversation to a potential customer is to keep the tone of your voice friendly and curious, not aggressive or judgmental
To demonstrate active listening, use phrases such as, “I want to ensure I understand you correctly; what you’re saying is ” By reflecting their words back to the potential client, you create a sense of being heard and valued.
The next crucial step is to schedule a meeting with the potential client Although reaching out to them can be difficult, successfully arranging this meeting is both challenging and rewarding Ultimately, your goal is to convince the client to choose your company's products or services.
Persuasion in sales involves encouraging clients to take action, agree to proposals, or adopt beliefs Successful persuasive selling hinges on asking insightful questions, gathering valuable business intelligence, and keen observation A proficient salesperson must prioritize the client's best interests by identifying their specific needs, expectations, desires, objections, and fears Understanding what matters most to each client is crucial, and delivering an impactful sales presentation is essential for achieving greater sales success.
In a compelling conversation, Mike, representing Adrad, an advertising company, seeks to persuade Cindy, the director of a toy company, to utilize his services for promoting her toy product Through their dialogue, Mike highlights the unique marketing strategies and expertise of Adrad, aiming to demonstrate how effective advertising can enhance the visibility and sales of Cindy's toys.
Mike : Good morning, Ms Mets My name‟s Mike Donta
Cindy : Hello, I‟m Cindy Metz What can I do for you?
Mike: I represent Adrad I‟d like to talk to you about creating an advertising campaign for your business
Cindy : I‟m sorry, Mr Donta I‟m not interested in making any changes to our advertising right now We are doing just fine
Mike : That‟s why I wanted to talk to you, you see Now is the best time to start advertising more aggressively
Mike: Now you‟ve got something to brag about You‟ve grown, you‟re doing well and you‟re exporting to Europe It‟s an impressive record
Cindy: And we got three without any fancy advertising campaign
Mike: My point is that you wait until business falls off to think about what‟s lacking in your advertising, it looks like you‟re in trouble
Cindy: What makes you think my business will fall off?
Mike: I‟m not saying it will Only that now is the time to create a positive image of your company in the customers‟ mind
Cindy: I‟m sorry, Mr Donta Even if I were interested in beefing up our advertising, we really couldn‟t afford it
Mike : if you look at it as an investment, you‟ll see that it pays for itself many times over
Cindy: I assume you can guarantee that?
Mike : I can assume you that you won‟t regret working with us
Cindy: How do you explain the success we‟re enjoyed so far, with only minimal advertising?
Mike: You‟ve built a good relationship with a few good customers I am suggesting that you let us help you expand your customer base
Cindy: I‟m not convinced that it‟s necessary
Mike: Ms Metz, there are hundreds of companies like yours, all vying for the attention of buyers We help you get that attention
Mike: Then you have a chance to show them what you can do
Cindy: I don‟t know, Mr Donta We are a small company trying to control our growth
Mike : This gives you greater control over your growth With a broader customer base, you can decide what you can do and when you can do it
Cindy: I can do that now
Mike: But with only few customers, you always run the risk of losing one or two of them Then you are not in control any more
(http://ezinearticles.com/?Persuasive-Negotiation-Tips-To-Get-What-You-
Mr Dona emphasizes the urgency for Cindy to launch an aggressive advertising campaign, stating that "now is the best time" to enhance her business visibility He highlights the numerous benefits of such a campaign while addressing her concerns about potentially losing familiar customers Ultimately, he asserts that without a positive company image, Cindy risks losing control over her business growth He reassures her that viewing the advertising effort as an investment will yield returns that far exceed the initial costs, making it a worthwhile endeavor for her business.
To have a good communication of persuading the customer in the meeting, you need some techniques like:
Sales kit of visual communication aids
Showing Genuine Customer Care and Pay attention to proper demeanor Present feedback history
To persuade the potential client successfully in the meeting, you need to prepare the sale kit:
• Make an introduction CD or presentation of your products
• Make mini brochures A full version of the product catalogue may well seem overwhelming at first
• Make a self-explanatory product presentation to the potential customer
• Make sure that you can navigate the potential customer to your website
• For quieter periods of the year, you may consider to offer an introductory price/ discount
For instance, Mai who is working in Oriflame, contacted her potential customer,
Ms Le, a tourist guide, scheduled a meeting for the following Saturday to discuss the company's new sun protection lotion To effectively persuade her, a comprehensive sales kit was prepared, including an introduction to the company, a catalogue of cosmetic products, and a self-explanatory presentation This sales kit proved to be invaluable during the meeting.
Showing genuine customer care and pay attention to proper demeanor
Job Interview
An interview is a formal dialogue between two parties that facilitates the exchange of information In the context of hiring, employers conduct interviews with potential candidates to assess their backgrounds, qualifications, and skills for an open job position.
Success at an interview is not just about answering the questions correctly You must also include all the following elements in order to give a good impression and build rapport:
Pronounce the interviewer's name properly (You can often get the pronunciation by calling the company after hours and listening to the interviewer's voicemail greeting.)
Get the interviewer to do a lot of the talking Have your brake through questions ready
Good eye contact with your interviewer
Smile Look as if you are enjoying the conversation
Keep all your answers positive
Listen carefully to the interviewer's question
Get the interviewer to see you in the job by responding to questions with examples that create pictures in the interviewer's mind
Stop selling when you have made the sale
Avoid smoking before your interview, even if your interviewer smokes during lunch If you do smoke, store your suit in a bag in your closet and only take it out after having your last cigarette right before the interview.
Avoid placing your notepad or personal items on the interviewer's desk unless specifically instructed, as doing so invades their personal space.
Do not abbreviate the interviewers name unless the interviewer asks you to For example, if the interviewer asks you to call her "Debbie", do not call her "Debs"
Do not rest your foot on top of your knee
Do not fold your arms (Its bad body language that communicates that you are not open to the questions you are being asked.)
Do not fidget It is easy to tap your pen or fidget with your hair don't do it!
Do not criticize former bosses
Job interviews can be stressful, even for experienced candidates To alleviate this stress, thorough preparation is essential Researching the company beforehand allows you to provide informed answers to interview questions tailored to that specific organization Taking the time to understand the company will enhance your confidence and improve your performance during the interview.
"standard" interview questions below: work history about you the future the new job and the new company
Name of company, position title and description, dates of employment What were your expectations for the job and to what extent were they met?
What were your starting and final levels of compensation?
What major challenges and problems did you face? How did you handle them?
Which was most / least rewarding?
What was the biggest accomplishment / failure in this position?
Questions about your supervisors and co-workers
What was it like working for your supervisor? What were his strengths and shortcomings?
Who was your best boss and who was the worst?
Why are you leaving your job?
What have you been doing since your last job?
2.2.3.2 Job Interview Questions about You
What is your greatest weakness?
What is your greatest strength?
Do you take work home with you?
How many hours do you normally work?
How would you describe the pace at which you work?
How do you handle stress and pressure?
What are your salary expectations?
What do you find are the most difficult decisions to make?
What has been the greatest disappointment in your life?
What are your pet peeves?
What do people most often criticize about you?
When was the last time you were angry? What happened?
If you could relive the last 10 years of your life, what would you do differently?
If the people who know you were asked why you should be hired, what would they say?
Do you prefer to work independently or on a team?
Give some examples of teamwork
What type of work environment do you prefer?
How do you evaluate success?
If you know your boss is 100% wrong about something how would you handle it?
Describe a difficult work situation / project and how you overcame it - Best Answers
Describe a time when your workload was heavy and how you handled it - Best Answers
More job interview questions about your abilities
More job interview questions about you
What are you looking for in your next job? What is important to you? What are your goals for the next five years / ten years?
How do you plan to achieve those goals?
What are your salary requirements - both short-term and long-term?
Questions about your career goals
What will you do if you don't get this position?
2.2.3.4 The New Job and the Company
What interests you about this job?
Why do you want this job?
What applicable attributes / experience do you have?
Are you overqualified for this job?
What can you do for this company?
Why should we hire you?
Why are you the best person for the job?
What do you know about this company?
Why do you want to work here?
What challenges are you looking for in a position?
What can you contribute to this company?
Are you willing to travel?
Is there anything I have not told you about the job or company that you would like to know?
(http://jobsearch.about.com/od/interviewquestionsanswers/a/interviewquest.htm)
Miles, currently employed at Adrad, seeks new opportunities at a larger firm, specifically Greensboro Marketing and Advertising Agency During his interview with Anta from the personnel department, they engage in a dialogue that explores his aspirations and qualifications for the position.
Anta: Good morning, Miles It‟s nice to meet you
Miles: It‟s very nice to meet you, Ms Lectrice
Anta: Well, your credentials are certainly impressive I‟m sure you‟re eager to talk about the position
Miles: Yes, I‟m I am very proud of the work that I‟ve done at AdRad
Anta: Can you tell me about the contributions you made there?
Miles: Certainly My most important achievement was to improve efficiency and communication within and between departments
Anta: That‟s very interesting Would you say then, that organization is one of your strengths?
Miles: Yes, I would I think that for a business to run efficiently, careful organization is crucial
Anta: you also mentioned communication Do you feel the need to keep superiors and subordinates informed of your every move?
In the initial phases of a project, when changes occur frequently, constant communication and meetings may not be necessary However, as the project progresses, maintaining effective communication becomes crucial for its success.
Anta: What would you say is your greatest weakness?
Miles: I‟d have to say that I‟m not always as patient as I should be There have been times when I‟ve let things get to me
Anta: And how do you handle that ?
Miles emphasizes the importance of empathy in leadership by striving to understand situations from others' perspectives He believes that in challenging circumstances, it's crucial to maintain a broader perspective When asked how his subordinates might describe him, he reflects on his approach to leadership and interpersonal relationships.
Miles: I think they would describe me as demanding and somewhat of a perfectionist but fair I always try to deal evenhandedly with everyone
Anta: How would your superiors describe you?
Miles: Hardworking, dependable, and always ready to give a hundred and ten percent
Anta: What are your long-term career goals?
Miles: My goal is to achieve an executive management position
In a recent interview, Anta posed several insightful questions to Miles, exploring his contributions to Adrad, long-term career aspirations, strengths, and weaknesses The discussion also touched on how superiors and subordinates perceive him, the importance of keeping them informed, and the critical role of organization in business While these questions are common in interviews, they can be challenging, highlighting the need for thorough preparation to enhance communication skills during the interview process.
Effective communication during an interview is a two-way process rather than a simple exchange of information This involves not only the applicant providing thoughtful answers to the interviewer's questions but also actively engaging by asking insightful questions about the company and the role Such interaction demonstrates the candidate's genuine interest in the position and readiness to contribute to the organization.
The dialogue below is show that this time Miles actively to communicate with Anta by asking her some questions concerning the company
Dialogue: Discussing the benefits in a job interview
Anta: Good Now, What more can I tell you about the company or the position? Miles: I‟m pretty clear about the job itself but I‟d like to know something about company policies
Anta: Go ahead That‟s what I‟m here for
Miles: Great As I told you earlier, I‟ve been doing some work on my own Does your company have a policy on freelancing?
Anta: Yes, we do Generally, we require that our employees limit freelance work to projects unrelated to the company
Miles: Ok That makes sense Do you have an idea of how much time I would be traveling?
Anta: We‟re expanding into new markets, to begin with, I‟d expect frequent trips to Europe, at least once a month
Miles: How long would each trip last?
Anta: In the beginning, as you‟re developing new accounts, I‟d say the trips would last from one to two weeks
Miles: so I‟d be spending half the year traveling?
Anta mentioned that within five to six months, they would establish a system that allows for delegating most routine travel tasks to subordinates, enabling a smoother workflow for management.
Miles: That sounds fine Could we talk about benefits for a moment?
Anta: Of course Greensboro offers a full range of health benefits, as well as stock option for employees
Miles: Is there a pension program?
Anita: No, not a pension per se But we do off a 401 (K) plan
Miles: Ok And, finally, can you tell me about your vacation policy?
Anta: Full – time employees receive two weeks paid vacation after the first year After five years, it goes up to three weeks
Miles: I think that answers most of my questions If other questions occur to me, may I call you?
Anta: Of course Call me anytime
During the interview, Miles impressed Anta by asking insightful questions about the company's freelancing policy, travel schedule, trip duration, benefits, pension program, stock options, and vacation policy He also expressed his willingness to reach out for any further inquiries, demonstrating excellent communication skills throughout the interview process.
How useful and well prepared you are when you study and practice some words and phrases used in an interview quite frequently.
An associate is an individual who collaborates with others in various activities, enterprises, or business ventures, functioning as a partner or colleague Eager describes a state of having a strong interest or intense desire, often expressed with the prepositions "to" or "for," reflecting an impatient expectancy.
Contribution N The part played by a person in bringing about a result - I am proud of my contribution in advancing the project”
Run V Manage - he ran a small hotel
Organization N The activity or result of distributing or disposing persons or things properly or methodically - his organization of the work force was very efficient
A superior is an individual who inspires and guides others, while a subordinate refers to someone of lesser rank or importance When we say "let's get down to work," we mean to take the initial steps in executing a task To handle a situation is to take responsibility and manage it effectively, as seen in the context of corporate law Additionally, a demanding task is one that is particularly challenging or requires more effort than usual, which can be somewhat surprising at times.
Evenhandedly adv Showing no partiality; fair
Record N Anything (such as a document or a phonograph record or a photograph) providing permanent evidence of or information about past events - he have a clean record
At hand idiom Soon in time; imminent
A goal is the specific objective or intention that guides an endeavor, while the term "executive" refers to the administrative or managerial authority associated with decision-making When a plan or initiative is set to "kick in," it signifies the moment it becomes operative or takes effect, marking the transition from planning to action.
Pull back phrase withdraw or retreat
Stock option N Benefit given by a company to an employee in the form of an option to buy stock in the company at a discount or at a fixed price
Manual N A small reference book, especially one giving instructions
Applicable Adj Relevant, able to be used, in reference to, appropriate - My applicable skills include writing, proofreading, and typing
Excel V To surpass the average in success in an area -
My grade point average in my major will reveal that I excel in English
Practiced Adj Masterful, experienced, possessing a repeatedly demonstrated skill - I am a practiced editor, having that title on six publications in the past seven months
2.2.4 Some appropriate responses and comments essential for answering questions that are asked duringin an interview
Interviewer: Tell me about yourself
Candidate: I was born and raised in Milan, Italy I attended the University of
I earned my master's degree in Economics in Milan and have accumulated 12 years of experience as a financial consultant, collaborating with notable firms such as Rossi Consultants, Quasar Insurance, and Sardi and Sons In my free time, I enjoy playing tennis and learning new languages.
Candidate: I have just graduated from the University of Singapore with a degree in Computers During the summers, I worked as a systems administrator for a small company to help pay for my education
(http://esl.about.com/library/weekly/aa120797.htm)
Telephone contacts in business
The telephone is a widely used telecommunications device that enables the electronic or digital transmission of sound, primarily speech, between multiple users As one of the most prevalent household appliances in developed countries, telephones function by transmitting electric signals through an intricate network, facilitating communication between nearly all users.
(http://en.wikipedia.org/wiki/Telephone)
The telephone has evolved significantly in recent years, yet it continues to be an essential tool for successful modern businesses Despite the availability of various communication methods, none offer the same reliability and guaranteed response as the telephone For instance, in emergencies, the telephone remains the preferred choice for contacting services, highlighting its enduring importance in effective communication.
Effective telephone communication is crucial for retaining customers, as immediate responses to inquiries can prevent potential sales losses to competitors If a customer cannot quickly confirm whether product X has feature Y, they may turn to a rival for answers, resulting in lost sales Additionally, after-sales support is vital; if customers encounter issues with your product and cannot reach you for assistance, they are unlikely to return for future purchases, particularly if this is their first interaction with your customer service.
Until we have a technology as reliable and robust as the telephone, it will remain a mission critical part of today's successful modern business
The roles of phone in business are uncountable I recommend some common useful roles:
Supplying information about product/ service information
In modern technology, telephones are designed to be more functional and suitable to the needs of modern life There are two kind of leaving message by phone:
Voice mail of the phone
Leave message directly through assistants/ secretaries
2.3.1.1 Voice mail of the phone
Reaching someone who is unavailable can be frustrating, but crafting a thoughtful message presents an excellent opportunity to enhance your reputation and strengthen relationships.
The telephone can be an effective instrument for building relationships and allowing people to hear the sound of our voices even when all we do is leave a message
When we intentionally reach voice mail by calling someone after hours, being prepared with the content of the message helps to ensure that the message is clear and accurate
Here are some pointers to help you prepare:
Know before you call the reason for the call
Start by saying your full name and company or department connection State the reason for the call
State clearly what you want (a call back, a message left for you, to have them send you an email, etc.)
Leave your phone number clearly and slowly
Leave a time frame is especially important if the matter needs attention right away
It is essential to provide a specific time frame for returning phone calls, as this demonstrates courtesy and respect Timely responses are crucial, and callers should never be left waiting more than 24 hours for a return call.
Peter, currently traveling in Spain for Adrad, leaves a voicemail for his boss, Terrence Landis, to inform him about an offer received on his property in Spain.
Hello Terrence, this is Peter I wanted to let you know that you have received an offer for your property in Spain Please call me by noon your local time today, or the opportunity will be lost.
Terrence is likely to respond appropriately to Peter's voicemail, as Peter clearly stated his name, the purpose of the message, and the timeframe for a callback.
2.3.1.2 Leave message directly through assistants/ secretaries
Leaving a message through an assistant functions similarly to leaving a voicemail on a phone This method allows you to communicate your thoughts or requests effectively, ensuring that your message is conveyed clearly.
Saying your full name and company or department connection
State the reason for the call
State clearly what you want (a call back, a message left for you, to have them send you an email, etc.)
Leave your phone number clearly and slowly
Leave a time frame is especially important if the matter needs attention right away
Peter attempted to reach Terrence Landis but found that he was unavailable Consequently, Peter decided to leave a message The following dialogue between Peter and Danna, the secretary at Landis's office, provides a clear illustration of the interaction.
Dialogue 1: Leave message by phone
Danna : Hello, Food Forum Incorporated How may I help you?
Peter : Hello This is Peter Tenos Is Terrence Landis in?
Danna : I‟m sorry, Mr Landis is unavailable Would you like to leave a message?
Petter : Yes, please Tell him we‟ve got an offer on his property here in Spain, but they want a response today or they‟ll withdraw it
Danna : all right What‟s your number there?
Peter: I‟m at 34 952 33 15 You got that?
Dana: Yes, I did Let me read it back to you, just to be sure: 34 952 33 50
Peter: No, let me give it to you again 34 952 33 15
Danna: Ok, I have it now 34 952 33 15
Peter: Tell him to call me by noon your time today or the deal‟s off”
Danna: I‟ll get in touch with him right away
Peter: Yes, please do that, and thank you Goodbye
2.3.2 Negotiation in business by phone
Negotiation is a process where two or more parties engage in discussions to find a solution to a problem or dispute This can happen at various levels, including personal, corporate, or international contexts The main motivation for negotiation is to create mutually beneficial outcomes that neither party could achieve alone, or to resolve conflicts of interest Rather than resorting to confrontation or accepting unfavorable terms, the parties involved seek to reach an agreement through influence and collaboration.
(http://www.beyondintractability.org/essay/negotiation/)
In today's business environment, many critical negotiations take place over the phone, posing unique challenges for those used to face-to-face interactions Effective telephone negotiation not only necessitates strong negotiation skills but also exceptional communication abilities Key areas where these skills are essential include selling through incoming and outgoing calls, order taking, prospecting, customer service, collections, and maintaining proper telephone etiquette To navigate these challenges successfully, it is important to understand the eight-stage negotiation process tailored for phone conversations.
This is a unique combination framework that puts together the best of many other approaches to negotiation It is particularly suited to more complex, higher-value and slower negotiations
1 Prepare: Know what you want Understand them
2 Open: Put your case Hear theirs
3 Argue: Support your case Expose theirs
4 Explore: Seek understanding and possibility
5 Signal: Indicate your readiness to work together
8 Sustain: Make sure what is agreed happens
(http://www.nationalseminarstraining.com/Product/Category/Warehouse_Purch asing_OSHA/Item/424/index.html)
Peter, currently on a trip in Spain, contacted Terrence regarding an offer for Terrence's property Peter aims to negotiate a selling price of $400,000, while Terrence is holding out for $450,000 Their discussion revolves around finding a mutually agreeable price for the property.
Terrence: Hello, Tenos What‟s up?
Peter: Well, the Swedish group upped the offer
Terrence: Did they go for the 450,000?
Peter: No, they didn‟t Their final offer is $ 400,000 I have the purchase offer right here
Terrence: That‟s the best you could do?
Peter encourages Terrence to accept the current offer on their property, emphasizing that although it is lower than expected, it is significant as it is the first offer received since the property was listed six months ago.
Terrence: Do they know that? Did they tell them that, so now they think they can steal it?
Peter: Take it easy, Terrence Of course I didn‟t tell them that
Terrence: Well, tell them I won‟t take less than 450 Then if they come up to
Peter: Terrence, these people are through negotiating
Terrence: Then let them walk
Peter: I can‟t guarantee you‟ll find another buyer anytime soon
Terrence: Maybe another real estate agency could find me more buyers
Peter: Terrence, the market‟s down I can find you all the buyers you want, but none that will pay your price
Terrence: Look, I‟m sorry I sound so angry I just didn‟t expect to settle for so much less
Peter: Well, you can hold out if you‟re not comfortable with this But frankly, I think it‟s the best you‟ll do
Terrence: Four hundred Ok, all right, I‟ll take the 400 Fax me the purchase offer and I‟ll have my attorney take a look at it
Peter: Thank, Terrence I think you made the right decision
In the dialogue above, Peter got a final agreement He made Terrence to take
After six months on the market, the seller received a $400,000 offer, the first since listing the property Given the current market downturn, it is likely to take a significant amount of time to attract another offer, making this an advantageous opportunity for the buyer.
Words and phrases in use for a negotiation by phone
Email contacts in business
In the business world, emails must maintain a professional tone, despite being perceived as less formal than printed letters While email communication is quick and efficient, overly casual language can damage relationships with clients and partners To enhance the professionalism of your business emails, explore effective strategies that can elevate your writing style.
Start the message with a greeting so as to help create a friendly but business-like tone
When addressing someone in written communication, consider the level of formality in your relationship Use their family name for a formal tone, such as "Dear Mrs Price," while a more casual relationship allows for a friendly greeting like "Hi Kelly." If you're reaching out to a company rather than an individual, it's appropriate to begin with "To Whom It May Concern:"
If you are replying to a client's inquiry, you should begin with a line of thanks For example, if someone has a question about your company, you can say,
Express gratitude when communicating with others, such as saying "Thank you for contacting ABC Company" or acknowledging prompt replies with phrases like "Thank you for your prompt reply" or "Thanks for getting back to me." Showing appreciation not only puts the reader at ease but also enhances your courteousness in professional interactions.
When starting an email, especially if you are the one initiating the communication, it's essential to clearly state your purpose right away Phrases like "I am writing to enquire about " or "I am writing in reference to " can effectively convey your intent Ensuring clarity from the beginning helps guide the reader into the main content of your email Additionally, prioritize proper grammar, spelling, and punctuation, and keep your sentences concise to avoid run-on sentences.
Make sure that the final paragraph indicates what should happen next e.g I will send a messenger to your office on Tuesday morning to collect the faulty goods
Please let me have your order by the beginning of the month
Any action that you want the reader to do should be clearly described, using politeness phrases Subordinates should use expressions such as 'Could you ' or
' I would be grateful if ‟ Superior staff should also use polite phrases, for example, 'Please '
Make sure you refer, in the main message, to any attachments you are adding and of course make extra sure that you remember to include the attachment(s)
To minimize the risk of virus transmission, avoid using email attachments unless necessary for complex documents Instead, copy and paste text directly into the email body If you must include an attachment, ensure the file name is descriptive and specific, such as 'QA Report 2009.doc' rather than a vague title like 'message.doc'.
Before concluding your email, it's courteous to express gratitude to your reader and include polite closing remarks You can begin with phrases like "Thank you for your patience and cooperation" or "Thank you for your consideration." Then, reassure them by saying, "If you have any questions or concerns, please feel free to reach out." Finally, convey your eagerness to hear back by stating, "I look forward to hearing from you." Conclude with an appropriate closing.
In conclusion, it's essential to choose a professional closing for your email, such as "Best regards," "Sincerely," or "Thank you," while avoiding casual options like "Best wishes" or "Cheers." Before sending, take a moment to review and spell-check your email to ensure it is flawless.
Including your name at the end of an email is essential for clear communication Receiving an email without the sender's name can be frustrating, especially when the email address does not provide clarity about the sender's identity, such as 0385915d@polyu.edu.hk Always sign off with your name to ensure your message is easily identifiable.
Please follow these guidelines with all e-mail messages that you send
Sample : Here is a complete email that makes you figure out the above secrets of a email in business
To: Marsha Dillard, Supervisor
From: Judith Wilson < jwilson@western.com>
Subject: The Buena Vista Center
Thank you for your email dated August 2nd regarding your interest in hosting your conference at the Buena Vista Center This message serves to confirm the final arrangements for your event, following our phone conversation on July 28th.
We have booked two rooms for your meeting from August 16th to August 18th, each accommodating up to 50 people Since you anticipate approximately 80 attendees, each room will be equipped with ten tables and 40 chairs Please inform us in advance if you need extra seating arrangements.
We will provide a TV, VCR, and broad bean projector (for presentations made using a computer) for one of the rooms We plan to serve a light lunch on the
17 th and coffee and tea every morning from the 16 th to the 18 th
A 10% deposit of $1,545.00 is required upon receipt of this letter, with the full payment due by August 16th Payments can be made via credit card or check For any questions or changes, please reach out We eagerly anticipate your visit on August 16th and appreciate your choice of the Buena Vista Center.