TELEPHONING
The phone is a very useful tool for immediate communication. With a telephone, we can find out information, make appointments, and talk with our friends and families. It is being used more and more in business, because it is cheaper than face-to-face meetings, more convenient and saves time. But making a phone call is not always easy - especially if you don't know the person on the other end of the line very well or if you don't have experience of making phone calls in English.
If you have to call someone you already know, you may actually enjoy making the call -but remember that long-distance calls are expensive. Making a phone call to a stranger can be quite stressful, especially if they speak English better than you.
Most business people, unless they feel very confident, prepare for an important phone call in a foreign language by making notes in advance. And during the call they make notes while they're talking to help them to remember what was said.
Although it's quick and convenient to phone someone to give them information or to ask questions, the disadvantage is that there is nothing in writing to help you to remember what was said. It's essential to make notes and often when an agreement is reached on the phone, one of the speakers will send a fax to confirm the main points that were made. As it's so easy to be misunderstood when talking on the phone it's a good idea to repeat any important information (especially numbers and names) back to the other person to make sure you've got it right.
Always make sure you know the name of the person you're talking to. If necessary, ask them to spell it out to you, so that you can make sure you've got it right - and try to use their name during the call. And make sure they know your name too. It's important to sound interested, helpful and alert when answering the phone. You may have to make or receive calls to or from regular customers and prospective customers, so a good telephone manner not only makes an impression in business, but it also helps to make money.
Business communications
Whenever you speak to somebody, or somebody speaks to you, you are; communicating orally. Oral means spoken, and speech is the most common method of communication. Most oral communications take place either face to face or over the telephone.
Although we talk to people every day, being able to communicate orally is a skill that must be learned and practiced. Using the telephone is more difficult than speaking face to face, and many people are uncomfortable about making telephone calls, although this is becoming less so through the widespread use of mobile telephones.
One of the main problems with telephone communications is that when you talk to someone on the telephone, you cannot see their response or facial expressions. It is especially important, therefore, to listen carefully to what the other person is saying and the way they say it - their tone of voice and the words they use. However, technological developments such as videophones are overcoming this problem.
Oral communications are quick and direct between the person communicating the message and the person receiving it. They also offer an opportunity for discussion and for instant feedback to check that the content of the communication has been understood. The main problem with oral communications is that there is no permanent record.
The most common types of written communications are letters, written for external communications, and memos (short for memoranda), used for internal communications. Business letters and memos are more formal than the letters you write to your friends, although they serve the same basic purpose - to communicate a message.
An advantage of written communications is that they are permanent records of the communication. They can be referred to later if required, and read at leisure, which means that they can contain information that may take longer to digest and understand, such as figures and technical data. Pictures, tables, graphs and diagrams can also be included in written communications.
Other forms of written communications are used in business for various purposes. These include: reports, financial documents, advertisements, notices, customer and product information. Written communications should be:
• accurate - everything should be checked, including all facts, spelling and grammar
• clear - the person writing the message must know what they want to say.before they begin to write it down, and the person reading the document should be able to understand its content immediately
• simple - short words and sentences are more effective and have more impact than long ones
• complete - a document which leaves a message unfinished or leaves out a vital piece of information will fail in its purpose.
Business etiquette
Etiquette is a set of unwritten rules that apply to social situations, professional workplaces and relationships. In the business world, good business etiquette means that you act professionally and exercise proper manners when engaging with others in your profession. Good business etiquette is a valuable skill-set that will make you stand out from others, enhance your chances at success and help you land that dream job.
In business, the relationships you build are important. The way to build positive relationships in the business world is by exercising good etiquette. If others are speaking, give them your full attention and make eye contact to let them know you are engaged in the conversation. This is known as active listening. When it is your turn to speak, be clear and concise,, and avoid jargon that your audience would not understand. Add a smile and a handshake so others find you pleasant to work with.
Good business etiquette is the recipe for advancing your career. In the business world, people with good etiquette are rewarded for their professional and polite skills. Those who exemplify good business etiquette are proving that they respect their position, job, coworkers and take their performance seriously.
Netiquette is etiquette that takes place over virtual mediums, such as email. Virtual communication is popular in the business world, so it is critical that businessmen and women have the right netiquette to maintain professionalism. Compose emails the way you would write a letter. Use complete sentences and proper grammar, and check your email for correct punctuation usage and other technical errors. Avoid using jargon, abbreviations and emoticons.
As a businessman or woman it is important that you make a good impression. The way you dress, for instance, impacts the way you are perceived by others. Other peoples' impressions of you should be positive so that they continue doing business with you. To accomplish this, start with your attire. Ask yourself if you look professional, or if your outfit needs some fine-tuning. Looking sloppy, messy and dirty will put off your coworkers and turn away potential clients.
Business etiquette extends beyond the office. When you are required to attend a business luncheon or dinner, it is important that you adhere to tableside etiquette standards as well as business etiquette. People with good dining manners can win over their colleagues and counterparts, whereas people with poor conduct may miss out on business deals.