Enhancing Managerial Communication Skills
Explore the evolution from traditional to digital communication methods, understand the benefits of modern business communication, and learn to write effective internal emails and memos for professional settings. Dive into the world of changing communication channels and discover the impact of modernizing business messages.
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Presentation Transcript
Business Communication Skills for Managers Module 3: Written Communication
Learning Outcomes: Changing Communication Channels 3.1 Discuss the shift from paper to digital communication 3.1.1 Discuss the shift from traditional to modern communication methods 3.1.2 Identify benefits of digital communication methods 3.1.3 Identify benefits of traditional communication methods
Modernizing Business Messages How has communication changed the way we work? Traditional business messages: consists of letters, memos, brochures Modern business messages: utilizes digital media such as email, texting, or chat
Digital versus Traditional Communication Digital Communication Methods Instant, Fast-Paced no delay for sending messages Extensive one post can reach millions Convenient computer programs Communication for Change team-oriented means sharing and contribution
Digital versus Traditional Communication (cont.) Traditional Communication Methods Reader Preference Storage and Archive Security Convenience Perception
Discussion What are some of the benefits of modern business communication?
Learning Outcomes: Internal Emails and Memos 3.2 company or team as the writer 3.2.1 Describe the professional standards of intra-office emails 3.2.2 Identify common types of internal emails 3.2.3 Identify key features of the structure and format of internal emails 3.2.4 Write an internal email 3.2.5 Identify key features of the structure and format of memos 3.2.6 Write an internal memo Compose emails and memos intended for an audience within the same
Internal Business Communication Compose emails and memos intended for an audience within the same company or team. What to do as the writer: create a clear subject line write short, concise messages proofread your message use email, text when appropriate utilize social networking sites
Internal Business Communication What NOT to do as a writer: Use all capital letters Reply to all unless you need to communicate to the entire group Send an email message when you are angry Use abbreviations Use company email for personal reasons Use social media to communicate important information
Internal Emails Types of internal emails: Newsletter Event notification Company policy change Announcement Meeting request Status update
Internal Emails (cont.) Pay Attention to the structure and format of your email Subject line quick and concise use verbs Greetings should sound professional Openings need to be clear why recipient is receiving email Message body to the point, think of audience Closing should state desired outcomes/dates Signature needs to includes the full contact information
Internal Emails (cont. II) Think about message before writing. What is your purpose? Who is your audience? Before you write, take notes and brainstorm Reflect on your tone before you send the message Strive for clarity Format in an easy-to-read manner Proofread
Memos Memorandums, or memos, are quite similar to email messages. Memos, like emails, also contain a To and From, a meaningful subject line, and states the reason for the communication immediately in the message. Memos require strong organization in body of message. Consider the following when you create a memo: Audience Purpose Style Heading Body paragraphs Format Closing, have a call-to-action
Learning Outcomes: Other Internal Communications 3.3 Identify other common methods of professional communication 3.3.1 Discuss the use of email chains and listservs 3.3.2 Compare different methods of instant messaging and text services 3.3.3 Identify professional applications of multimedia platforms 3.3.4 Identify professional applications of social media networks
Email Chains and Listserv Early digital method of professional group communication Can easily add many recipients Provides information to customers but higher privacy risk Listserv: created to help manage large number of users
Instant Messaging and Text Text messaging: ability to broadcast short bursts of information to phones Instant messaging: informal, sent and received in real time IM: useful in interactive customer support All messaging should still be professional
Activity With a small group, brainstorm scenarios when it makes sense to communicate using the following mediums. List as many as you can think of for both internal and external business communications. Text messaging Instant messaging Emails Listservs Memos
Multimedia Platforms and Social Media Multimedia Platforms: Presentations Blogs Wikis Podcasts
Multimedia Platforms and Social Media (cont.) Social Media: External Use Facebook, Twitter, Pinterest, LinkedIn Social Media: Internal Use allows large businesses to easily connect employees across different sites
Learning Outcomes: External Communication 3.4 the company Discuss appropriate ways to communicate to an audience outside of 3.4.1 3.4.2 3.4.3 3.4.4 Identify various types of external emails Describe appropriate and professional responses to customers Write a response to a critical message from a customer Write a response to a customer's request
Types of External Emails Requests Claims Complaints Adjustments
Customer Emails Personalize email Be appreciative Give thought to content and structure Provide a buffer when delivering bad news
Practice Question What is the common denominator of request, adjustment, claim, and complaint messages?
Customer Emails (cont.) Responding to critical message from customer Contact immediately Describe immediate remedy Describe why problem occurred Describe action to correct problem Offer positive thoughts Responding to customer s request Provide answer right away, provide summary
Learning Outcomes 3.5 of message 3.5.1 specific type of message Determine the appropriate communication channel for a specific type Determine the appropriate communication channel for a
Practice Questions Using the Right Communication Channel Who is audience? How important is message? What is level of confidentiality? How much interactivity is needed? How much information needs to be conveyed?
Quick Review How would you summarize the shift from paper to digital communication? What are some advances in technology that provide new ways to communicate privately and professionally? What are some differences and similarities to direct and indirect messages? What the best ways to write effective business messages What are the features of well-written communication?
