Preparing for Business. Business Communication & Ethics

Transcription

1 Preparing for Business Business Communication & Ethics

2 What Do You Think? Is it dishonest to change the way you communicate in business compared to your everyday method? 2

3 Qualities of Good Communication Briefness Organization Clarity Relevance Courtesy Suitability 3

4 KISS Keep it short and simple Briefness 4

5 Organization Use an easy to follow format 5

6 Clarity Include the details your audience needs to act on your message 6

7 Relevance Supply the right information to the right audience 7

8 Courtesy Communicate respect and a positive attitude 8

9 Suitability Different types OR of communication are required for different situations 9

10 Put It in Writing Written Communication 10

11 Types of Written Communication Letter Memo Fax 11

12 Business Letter Used for: Communication outside the business Formal communication inside the business See format guide for details. 12

13 Shaping Your Message Yes Replies 1. Tell good news first 2. Explain special conditions or qualifications 3. Close with statement that specifically relates to the request. No Replies 1. Relate to reader by offering praise or understanding 2. Explain why you are refusing the request 3. Close with a counter offer, compliment or helpful news. 13

14 Shaping Your Message Complaints 1. Explain what you are unhappy about 2. Explain effect on business 3. Close by asking for some compensation Be firm, but not rude! Angry Customers 1. Acknowledge customer frustration 2. Assure customer their business is important 3. Offer some compensation 4. Close on a positive note 14

15 Individual Activity: Can You Write? Response to Angry Customer s Letter You own a small travel agency. You received a letter from a customer. You cannot do what the writer demands, but you do want to try to regain the customer s goodwill. Write a letter to the customer. Must follow the format guide

16 Memo(randum) Less formal than a letter Used for communication inside the business See format guide for details. 16

17 Fax Uses phone line to transmit data to another location Should be sent with a cover sheet Your name, phone number and fax number Recipient s name, phone number and fax number Number of pages Date 17

18 Used for all types of communication Instantly sends information to another location. Can create a message thread which shows every previous message in the correspondence. 18

19 Let s Talk About It Spoken Communication 19

20 Spoken Communication To be a good speaker: Speak Clearly. Having to repeat information can be disruptive, time consuming, and frustrating to your audience. Draw in the Entire Audience. Look and nod at people individually. Refer to individuals if possible. Encourage Participation. Use pauses and careful word choices. Read the Mood of the Room. If the audience seems relaxed and sociable, act the same. Use Gestures. Avoid distracting gestures. Use gestures for emphasis. 20 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

21 Types of Spoken Communication Telephone Call Voice Mail Live Presentation Video Presentation 21

22 Telephone Call Identify Yourself Check back with people every minute if you put them on hold If you need to leave a message, leave enough info so that caller can prepare response Give call your full attention 22

23 Voice Mail Greeting Name and business position Reason you are not answering the phone Instructions for message Emergency contact Closing 23

24 Activity 2: Voice Mail Message Create a voice mail message 1. Use Audacity to record a voice mail message as the owner of your business. 2. Export the message as a.wav file. The file name should be your last name. 3. your message to Ms. Olson at nolson@crsd.org. Be sure to follow the format guide.

25 Live Presentation Make sure visuals are sized correctly Have a good filler (I see; Let me think; Yes; Good question, etc.) Check Your Technology Keep good posture EYE CONTACT!!!! If using a microphone, lower the pitch of your voice and SLOW DOWN! 25

26 Video Presentation All skills in a live presentation Have a plan before you film Make sure sound and images are clear Watch out for distracting backgrounds and clothing 26

27 Activity 3: Elevator Pitch Create an Elevator Pitch to Introduce Yourself as an Entrepreneur 1. Plan what you want to say and film! 2. Borrow a camera to film your pitch. Always record twice as much as what you think you need. 3. Use a video editing program to edit your movie. 4. Pitch must be between 28 and 32 seconds!

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29 When you are not listening, you are preventing opportunity

30 Listening is not a reaction. Listening is not talking. Listening is not thinking. Listening is not judging. Listening is not what someone tells you it is. Listening is not about you. Listening is not what you want to say. 30

31 Listening is a very humble quality. Listening is very revealing. Listening is informative. 31

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33 33 Conversation 1. Listen carefully to the conversation between Ron and Mari about Hawaii. 2. You will be asked several questions at the end of the conversation. Hawaii

34 1. Ron says Hawaii is famous for its: a. Beaches b. Hospitals c. People 2. In Hawaii, can be common. a. Rain b. Fog c. Rainbows 3. He talks about at the beach. a. What you can do b. The waves c. What to wear 4. He says the wallabies are: a. Very tasty b. From Australia c. Wild in the forest 34

35 5. He says the pigs are: a. Wild b. Tasty c. Protected d. Hunted 6. He mentions: a. Sharks b. Whales c. Seals d. Turtles 35

36 36 What s the Word 1. Listen carefully to the list of words. 2. Which of the following words was NOT said? a. Sharp b. Needle c. Cloth d. Point

37 37 You Got It All, Right? 1. Listen carefully to Amazon s return procedure. You may ask questions about the procedure at any time, but you may NOT take notes.

38 FOCUS ON THE SPEAKER Identify the speaker s purpose. Identify the speaker s main ideas. Note the speaker s tone as well as his or her body language. Show that you are listening by nodding your head or saying I see. GIVE FEEDBACK Tell the speaker that you understand what is being said by restating his/her main point. Seek first to understand then respond! 38 Let s practice with another listening test on entertainment.

39 What Is Negotiation? Negotiation is a process in which two or more parties reach an agreement or solve a problem through communication. Bargaining in good faith is when the parties must be willing to adjust their expectations so they can come to an agreement. Negotiation is essential to business not only to your business but also to the economy as a whole.. 39 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

40 Preparing to Negotiate Before negotiating, answer these four questions to help clarify your goals: Now you are ready to What do you need and what do you want? Good negotiations involve prepare give-and-take. some notes What concessions for the can negotiation. you make? A concession is something you re willing to give up. What concessions can you ask of the other party? Good faith requires that all sides be ready to make sacrifices. What will you do if you can t reach an agreement? If neither you nor the other Remember party is willing to phrase to change a position, what other options do you have? your positions positively! 40 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

41 Guidelines for Productive Negotiations 1. State your offer firmly. 2. Look for common ground. 3. Explain your position. 4. Be willing to make compromises. A compromise is an agreement arrived at when all sides have made concessions. 5. Put the offer in writing. Eventually, you may sign a written contract indicating the terms on which you ve agreed. 6. Weigh the short-term and long-term consequences. Ask yourself whether you must get everything you need from this agreement. 7. Take time off. You may get fresh ideas or see things in a new light. 41 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

42 Social Etiquette Dress In every culture, business takes place in a broader social setting. Know the rules! Family

43 43 Genie Auction

44 What Are Ethics? Individual values form the basis of ethics, a set of moral principles that govern decisions and actions. To act ethically is to behave in ways that are in keeping with certain values. Values are things that are important to us. Ethics are moral principles applied to issues and actions. Laws are created to protect and encourage ethics that all of society feel are important. 44 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

45 Why Practice Business Ethics? The main reason for behaving ethically, in business or in any area of life, is simply that it s the right thing to do. Three practical reasons why you should practice business ethics: Customers are more confident when buying goods and services from an ethical company. An ethical workplace motivates employees. Ethical behavior also prevents legal problems. 45 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

46 Establishing an Ethical Workplace Universal values establish a strong foundation for society and are also a good basis for running your business. To deter unethical behavior, companies try to create transparency, or openness and accountability, in business decisions and actions. Social media has helped improve transparency. A whistle-blower is a term for someone who reports illegal or unethical conduct to superiors or to the public. 46 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

47 Write a Code of Ethics A code of ethics describes a business s moral philosophy and gives concrete guidelines for carrying it out. Writing a code of ethics forces you to clarify your own values and principles. Having a code will also help prevent and resolve ethical problems. A written code provides some protection against claims of unfairness. Sample Code of Ethics 47 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

48 Three-Step Ethical Test 1. Is it illegal? 2. Does it violate company or industry standards? 3. Who is affected and how? 48 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti Please Note! Will I get caught? Is NOT one of the questions!!! 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

49 Ethical Issues for Entrepreneurs When faced with an ethical decision, it s best to rely on your own strong personal values to help guide your response. Intellectual property is artistic and industrial creations of the mind. Copyright is the exclusive right to perform, display, copy, or distribute an artistic work. A patent is the exclusive right to make, use, or sell a device or process. A trademark is a symbol that indicates that the use of a brand or brand name is legally protected and cannot be used by other businesses. Violating intellectual property is called infringement. You can avoid infringement through: Fair Use - a limited amount of a protected work Public Domain the copyright or patent has expired 49 Entrepreneurship: Owning Your Future, 11 th ed. Steve Mariotti 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved.

50 Ethical Issues for Entrepreneurs A conflict of interest exists when personal considerations and professional obligations interfere with each other. Confidentiality involves respecting the privacy of others. 50

51 Activity 4: Code of Ethics Create a Code of Ethics 1. Use the Internet to view the code of ethics of several companies. 2. Using your research, create a flyer showing the code of ethics for your business. Your flyer should include the guiding ethical principles you will use in your business. 3. Remember to practice good written communication skills in your flyer.