Unit-1 Business Communication-I CONTENTS 1.0 Objectives. 1.1 Introduction. 1.2 Presentation of subject matter 1.2.1 Section 1 – Option A : Telephonic Communication. Check your progress 1.2.2 Section 2 – Option B : Using fax machine for sending messages. Check your progress 1.2.3 Section 3 – Option C : Writing E-mails. Check your progress 1.3 Summary 1.4 Terms to remember 1.5 Key to check your progress. 1.6 Exercises. 1.7 Recommended reading. 1.0 Objectives : After studying this unit you will be able to : • Understand how English is used in formal business communication. • Learn essential telephone skills such as making and answering business calls; sending and reporting telephone messages. • Understand when and how fax and emails are sent in business communication. • Learn the etiquettes of professional communication. • Understand the format of fax messages and emails. 1 • Learn how to send and receive fax and e-mails. • Understand the features and technical aspects of fax and e-mails. • Explain the difference between business letters and fax. 1.1 Introduction The objective of this unit is to make the student familiar with the formal English used in the predominant forms of business communication such as telephonic communication, fax messages and e-mails. The student will be able to learn the polite expressions and pleasantries used in such communication. As effective communication is key to successful business; acquisition of communication skills is indispensable. In order to work with competence and confidence either as superior or subordinate, you need to possess some basic skills of professional communication. You should be able to communicate on phone clearly, distinctively, confidently and pleasantly. You should be able to send and receive fax messages and e-mails. You should also know the technical aspects of phone calls, of receiving and reporting messages and sending fax and e-mails on computer. Here are the do’s and dont’s of effective telephonic communication. 1.2 Presentation of subject matter 1.2.1 Section-1 Option A – Telephonic Communication Means of communication have changed drastically over the years, with the introduction of a modern telecommunications such as faxes and e- mails, but still widely used business communication tool is the telephone. It is one of the commonest and fastest ways of contacting persons. This is because it is a simple, handy and economical device and a very powerful means within business environment. Its hard to imagine a business operating efficiently without a telephone. It has become the integral part of business communication. Although it is the most commonly used, it is the difficult form of communication as there is no advantage of body language. We can not see the facial expressions and gestures of the caller and there is no eye- contact between the caller and person called. There fore it is necessary to acquire professional telephone skills for successful business communication. 2 I) Listening, questioning and speaking are the three key telephone skills. To focus on these three skills, following guidelines can help us in the acquisiton of telephone technique. While making and answering a professional call – When you are communicating on phone for business purpose, remember you are representing your business organization. You make the first impression of your company. To develop a positive image of your company, in the mind of the caller, you should speak confidently, efficiently and clearly. This will inspire confidence in the caller. This is a responsibility and a challenge too. But this can be met by practicing telephone skills. You have to cultivate a cheerful and friendly tone. As the caller can’t see you, he will judge you with your tone. So speak in a pleasant, relaxed and warm tone. Exchange pleasantries and make a few polite enquires, if you are well acquainted with the person in formal communication polite and courteous language should be used all the time. Take care that you don’t sound hurried or impatient. Speaking fast or mumbling may create confusion. So speak clearly and distinctly. Pre call preparation :- Prepare beforehand the questions or the points, you would like to discuss. Go by sequence, it makes the person called, easier to respond. Always keep a notepad and a pen or pencil handy to note down essential information or message. If you write down main points, you want to cover and prepare the list of the people you want to speak to, it would help you a lot to be on a track. Introduce yourself and offer service – It is customary to identify yourself or your firm, in professional communication when you are making external professional call, give the details like your name, name of your organization and purpose of your call. Similarly, while receiving the call, ask the caller name and number. Use his name during the conversation. It creates friendly familiarity. Study the following examples- Good Health Centre, Good morning, how may I help you? Good Morning, I D B I Bank, this is Ram Desai. Hello, Accounting Department, Mahesh Kadam speaking. 3 Hello, can I speak to Mr. Dixit, P. R. O. from H. R. Department? While attending the call :- Listen to the caller attentively. You can respond to the questions and important information on the spot. Give undivided attention and acknowledge a comment every now and then. Write down important information on a notepad and confirm by repeating. As far as possible soften negative responses. Instead of saying “You should” or “You need to” use phrases like, “I suggest”, “I recommend” sound friendly and professional. Never eat or chew or tap a pen while talking. If the message is long, keep saying, ‘yes’ or ‘ok’ to reassure that you are listening. If the information is not readily available, promise to ring back and keep the promise. Placing the caller on hold :- As a receptionist, you have to handle multiple calls and you need to place the caller on hold. It may be because the person, the caller has requested to speak to, is on another call or may be the caller needs an information and you need a moment to take a file. In such situation, make sure whether the caller wishes to hold or prefers to leave a message. In case you place the caller on hold, it should not be more than 30 seconds. Apologize for keeping on hold and thank the caller for waiting. Study the following examples. “Please connect me to Mr. Wagle?” “Mr. Wagle is talking on another line, would you care to wait, or may I have him return your call?” “Mr. Sharma from Partyline speaking, Can I speak to Mr. Chopra?” “Mr. Sharma, Mr. Chopra is working with another client at the moment would you like to hold or would you prefer to leave message? I am not sure, how long he will be, but it may take some time.” Use the expressions like. ‘Will you please hold on” “Thank you for holding.” “I apologize for keeping you waiting.” Transferring calls :- Often it happens that the caller needs to speak to someone else and by mistake he reaches you. In such situation, you have to transfer the call. Before transferring 4 the call, explain what you are able to do and get the callers permission. Study the following expression. “Mr. Mohan Joshi is in Accounts Department. I would like to transfer you to his line. Is that all right with you?” Ending a call :- You should end the business call at appropriate time and when you have completed the purpose. When you are receiving the call, don’t keep the receiver before the caller hangs up. When you are pressed for time, you can end the call saying something like “I am late for the meeting” or “I have an appointment.” End the call as pleasantly as you begin. Use the closing comments like – “It was nice talking to you” “ I will look forward to your call.”, “ I will see you on Monday.” “Good Bye” instead of “Bye bye.” II) Sending & Reporting Message :- A telephone message comes in the picture when the person called is not available. A good telephone message enables you to take an appropriate business action in response to the call. The message becomes a link between the person called and the caller. A message form is an excellent guide to collect the right information. Sending and reporting messages involves, taking complete messages, writing the details on the message from and reporting it to the right person at right time. Messages are nothing but the details about who, when, why, how etc. Telephone messages can be left on answering machine too. Taking a message :- Could I speak to Ram please? I’ m sorry. Ram is out of station. Could I take the message please? Please tell Ram, Mohan called. Its regarding building plan, he requested. Your number please? 5 My phone number is 2266239 I am calling from Vishwa Karma Constructions. I will call back tomorrow. Thank you, I will give him the message The message can be reported by filling in the details on message form Here are two sample message forms. Examine them carefully. Sample No. 1 Messages Date : Message for : Caller : From (company name) : Contact number (s) : Message : Message Taken by : Sample No. 2 While you were Out To : From : Company: Contact number : Cell : Message : Date : Time : 6 Call Taken by : You might have seen that the forms are simple and clear. When you receive the message fill the blanks completely and correctly and be sure the right person gets the message. The basic questions who, what, when, why, where, and how apply to taking messages.