Transcript Unit 4 - Monona Grove School District

 Bell
Ringer:
You are to assume the role of an
applicant for a full-time position in the
customer relations department at
LaCrosse Motors, a locally owned
automobile dealership. During your
interview with the Director of Customer
relations, they would like you to
explain the importance of customer
service and its impact on sales.
Describe how positive and negative
customer service can affect the
Unit 4
Business Communication
Exploring Business
Mr. Fassl and Mr. Krey
Unit 4
Business Communication
Objectives:
 Define 5 types of communications
 Examine proper etiquette in communication
 Demonstrate the 5 types of communication
 Compare proper etiquette from around the
world
College and Career Readiness
Standards

Reading
– Infer the main idea or purpose of straightforward
paragraphs in uncomplicated literary narratives

English
– Identify the focus of a simple essay

Writing
– Provide unity and coherence throughout the
essay, sometimes with a logical progression of
ideas
Business Communication
Communication: a method of sending a
message from one person or group to
another.
 This is vital in Business!

– Involves all persons connected with business:
• (Inside) Employees, Customers, Shareholders,
Suppliers, Creditors, Debtors
• (Outside) Journalists, Reporters, Tax Authorities,
Local & National Government
Importance of Communication
Good communication ensures that all
persons understand the message sent.
 They will also be more likely to respond
favorably to the message

5 Types of Communication
International Communication
 Public Speaking
 E-mail
 Business Letters
 Telephone

Communications Challenge

Look at Page 5 of your packet.
What is Business Culture?
An introduction to the United States
Business Culture
Why Do We Need to Learn This?
Not everyone operates
their businesses similar
to how we operate ours
in the U.S.
 Resource Specialization
 Global Interdependence

Defining Business and Culture
Business: exchanging of goods and
services.
 Culture: a system of learned, shared,
unifying, and interrelated beliefs, values
and assumptions

Business Culture

: it is customs, etiquette and protocol
for doing business in a particular
country or region.
 Bell
Ringer:
 You are an applicant for a full time
position in the Human Resource
department at Majestic Hotel.
During your interview, the owner
would like you to explain why
human resources management
and professional development are
important to the success and
profitability of a business.
Business Culture Items
When doing business in a particular
country or region, you may encounter
different customs, protocol or etiquette.
 Major Areas of Interest Include:

Greetings and Courtesies
Business Hours
Making Appointments
Business Dress
Beginning Conversations
Acceptable Public Behavior
Culture of Management
Female Involvement
Gift Giving
Interesting Business Culture Facts

Did you know…?!?!
– In many countries (Brazil, Mexico and Russia) it is
considered vulgar to use the “OK” sign. (Using your
first finger and thumb to form a circle.)
– In China, people do not use their hands while
speaking, and will become annoyed with a
speaker that does.
– In many European countries it is considered rude
to sit with one ankle resting on the other knee.
– In Spain, the workweek is 9 am – 2 pm (closed
from 2-5 for siesta) and 5 pm – 8 pm. (Mon. - Fri.)
• Government and Bank hours are 9 am – 2 pm (Mon. –
Fri.)
United States Business Culture

Making Appointments
– Work Week is 9 am – 5 or 6 pm.
• Many people work overtime.
– Prior appointments are necessary for
meetings.
– Punctuality is very important for business
occasions. Always arrive promptly.
United States Business Culture

Business Dress
– Executives in most regions dress formally.
• In the east, most people wear business suits.
• In the west, there is a more relaxed approach
to dressing.
– Business suits or dresses are often the
standard attire for women.
United States Business Culture

Business Conversation
– Almost all business is conducted in English.
– Be aware that many Americans speak only
English.
• Americans may speak very fast or loudly; they may not
be sensitive to the difficulty of others trying to speak or
listen.
– Language is very idiomatic.
• Many Americans will use sports terms in business
speech: “Team Players”, “Game Plan”, “Touch Base”,
“Ballpark Figures”, “Call the Shots”.
United States Business Culture

Addressing Others with Respect/Greetings
– Upon first meeting, use title and his/her last
name until you are told to do otherwise.
– A handshake is the customary greeting for both
men and women.
– Outside of office, Americans tend to stay on a
“first name basis”.
– Names are very diverse; do not hesitate to ask
how to pronounce a person’s name.
United States Business Culture

Public Behavior
– Smoking is not common.
• Subject to restrictions in most public places.
– Americans tend to refrain from greetings that
involve hugging.
– Direct eye contact shows you are sincere.
• Certain ethnic groups look away to show respect.
United States Business Culture
Public Behavior
 Why?

– Because if you act rudely in public or with
other business people, you may lose your
business connection with them.
– It is very important to understand ideas,
items and other things that are assumed.
United States Business Culture

Public Behavior
– Americans stress individual achievement and
initiative.
– Competitive in both work and leisure.
– The “backslap” is sometimes used as a sign of
friendship, camaraderie.
United States Business Culture

Business Culture
– Businesspeople will make up minds quickly and
decisively.
• “Time is money” is taken seriously.
– Money is a key priority and an issue that will be
used to win most arguments.
– Businesspeople are very willing to take
chances.
United States Business Culture

Business Culture
– Americans will not hesitate to answer “no.”
• Very direct hesitate to disagree with you.
• Very persistent
– Americans tend to dislike periods of silence in
conversations.
– Anxiety often develops over deadlines and
results.
• Work ethic is strong, peoples lives revolve around
work.
United States Business Culture

Business Culture
– Expect to work with women and people of
different ethnic backgrounds, religions, and
cultures in the workplace at all levels and
positions.
– Be aware that the U.S. is the most litigious
society in the world.
• There are lawyers who specialize in every industry
and society.
Business Communication Project
Look at page 10-14 of you packet
 Pick your Country
 Do initial Research and compare your
culture to US customs.
 Use diagram on page 9.

5 Types of Communication
International Communication
 Public Speaking
 E-mail
 Business Letters
 Telephone

Public Speaking
Why is this important?
 This won’t be the last…
 Become a leader
 Break out of shell
 Overcome your fears

Bad Speeches #1 #2
Public Speaking
Writing the Speech
 Research subject
 Make speech relate to audience
 Only prepare 1 or 2 main points
– Do not make speech too long
Make numbered note cards with cues
 Have an interesting opening, develop topic
throughout, end with audience intrigued

Public Speaking
Things to think about before Speech
 Personalize speech to make it more
interesting
 Recite speech out loud to become
comfortable with it
 Realize the audience is human as well
 Take deep breaths to calm nerves
Public Speaking
Click here to see the
power of a good speech
Things to do during Speech
 Speak clearly and distinctly
 Microphones stay about 9 inches from
face
 Smile if appropriate
 Make jokes that are non-offensive and
funny (if appropriate)
 Be enthusiastic
Public Speaking
Click here to see
what not to do!
Things not to do
 Don’t be too complex
– Use familiar terms
 Don’t make distracting movements
 Don’t avoid eye contact with audience
 Don’t mumble or speak too quietly
 Don’t stress out
– Realize that you know your speech
– Dr. Martin Luther King
Get a Partner, pick one each and
present it to each other!

Success in business requires training and
discipline and hard work. But if you’re not
frightened by these things, the opportunities
are just as great today as they ever were –
David Rockefeller

Winning is not a sometime thing; it’s an all
time thing. You don’t win once in a while, you
don’t do things right once in a while, you do
them right all the time. Winning is habit.
Unfortunately, so is losing – Vince Lombardi

Bell Ringer:
 You
are an applicant in the
operations department at Super
Saver, a large chain of retail
grocery stores. You have been
invited for a second interview with
the director of operations. The
director is looking for you to explain
the importance of maintaining a
safe working environment and how
to handle and report emergency
situations.
E-mail Etiquette
E-mail Importance
 Highly popular (and quick) way of global
communication
 E-mail represents you and your company
– Maintain professionalism
E-mail Etiquette
E-mail Importance
 Highly popular (and quick) way of global
communication
 E-mail represents you and your company
– Maintain professionalism
E-mail Etiquette
Always have Subject
 Begin E-mail with greeting
 Keep message concise

– Easier to understand than long, poorly
worded messages

Consider tone of message conveyed
E-mail Etiquette

Use proper mechanics: No SMS lingo :)
– Spelling
– Grammar
Proofread E-mail before sending
 Use caution with abbreviations and
emotions: How will they be interpreted?
 Always leave name or signature at end

E-mail Etiquette
What to Avoid
 Do not attach unnecessary files
 Do not write in ALL CAPITAL LETTERS
 Do not forward spam, chain letters or
virus hoaxes
E-mail Assignment
Telephone Communication
Why is this Important?
TRIVIA
TIME
 Everyone has
a phone
the telephone?
Who
Easy &invented
Efficient conversation
 Instant global communication
 Understanding
theGraham
differenceBell
between
Alexander
talking to your friends and talking to
business people.
Telephone Communication
Appropriate Procedures
 Identify yourself immediately
 Do not eat or chew gum
 Speak clearly in a pleasant tone
 End conversation politely
Telephone Communication
Things to Avoid
 Do not promise to finish your discussion
another time
 Do not interrupt others
 Listen to others
 Do not use default or general
voice mail.
– Have personal message
Telephone Communication
Taking a Telephone Message
 Include the following:
–
–
–
–
Time and Date
Name and Number of Caller
Message
Initial or Name of person taking message
Telephone Message Activity
Use the “While You Were Out” notes
attached.
 Take an appropriate message based on
the caller’s conversation.


Bell Ringer:

You’ve just been called for a second interview
for the position of customer service
representative for Fabulous Floors. If you are
hired, your responsibilities will include making
appointments for estimates and installations
as well as responding to customer questions
and complaints. Seventy percent of Fabulous
Floors' customer service communication is
done through email. You have 5 minutes to
explain how professional emails help to
reinforce the service orientation of this
business.
Txting Activity
Research an article about proper
business texting strategies.
 Complete page in your packet.

Brian Krey
Personal Business Letters

Letter Address: contains the name and
address of recipient (inside address)
Personal Business Letters

Salutation: contains formal greeting (Do
not include first name)
– Ladies and Gentlemen
– Dear Mr. Smith
– To Whom It May Concern
Date
Inside Address
Salutation
Personal Business Letters

Complimentary Close: formal closing
– Sincerely
– With Thanks
– Sincerely yours
Personal Business Letters

Signature
– Your signature is required
• Sign in blue or black Ink
Brian Krey

Originators Address: Name and address of
who the letter is from

Bell Ringer:
 You
are to assume the role of a
candidate for the position of
sales associate at The Power
House, a local electronics store.
The store manager would like
you to explain the procedures
you would use for answering a
telephone call from a customer.