By Shirley Taylor
The fourth variation of Communications for enterprise is a entire textbook, workbook, and reference e-book rolled into one. This e-book can assist readers to strengthen self assurance and services in composing potent enterprise communications. This e-book might be precious to someone who's operating or education to paintings in an administrative, managerial or secretarial position which calls for stable conversation and company English talents. This publication should still end up worthy to scholars wishing to take the next examinations: *Pitman skills English for enterprise verbal exchange *LCCI Examinations Board English for company *RSA Examinations Board conversation in company
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QXD 26/5/05 12:37 pm Page 9 Unit 1 Business communication basics 9 SUMMARY OF COMMUNICATION CHOICES Use oral channels when: • your message is fairly simple • you need an immediate response • you don’t need a permanent record • you want to encourage interaction in problem-solving or decision-making • you need to read the recipient’s body language • you need to hear the tone of your recipient’s response • your message has an emotional factor. Use written channels when: • your message is fairly detailed or requires careful planning • you don’t need an immediate response • you need a permanent, written record • you have a big, widespread audience • you want to minimise the distortion that often occurs when messages are passed orally from person to person • you don’t need immediate interaction with your audience • your message has no emotional factor.
Be professional. Keep your voice businesslike but bright and friendly. Speak slowly and precisely, pronouncing all your words carefully, especially any names or numbers. Give helpful options. Don’t give too many options, no more than two or three. One option should be for callers to be transferred to a live operator – there is nothing more frustrating than being bounced around from one menu to another. State logical actions. When explaining the options, keep them logical – state the action first and then the key to press.
A pencil and telephone message pad should always be kept by the telephone. A message pad like the one shown overleaf provides headings which act as a reminder to obtain the necessary information from the caller. When taking messages, remember that the caller cannot see you. You will need to give verbal signals to know that the message is being understood. QXD 26/5/05 12:40 pm Page 40 40 Section 1 The nature of communication Reproduced courtesy of Oyez Straker information given, confirm telephone numbers and spellings, to check all the details are received correctly.