Business Communication Ethics - Council Rock School District · Why Practice Business Ethics? The main reason for behaving ethically, in business or in any area of life, is simply

Business Communication

&

Ethics

Preparing for Business

What Do You Think?

Is it dishonest to change the way you communicate

in business compared to your everyday method?

2

Qualities of Good Communication

3

Briefness Organization

Clarity Relevance

Courtesy Suitability

Briefness

4

KISS

Keep it

short and

simple

Organization

5

Use an easy

to follow

format

Clarity

6

Include the

details your

audience needs

to act on your

message

Relevance

7

Supply the

right

information

to the right

audience

Courtesy

8

Communicate

respect and a

positive

attitude

Suitability

9

Different types

of

communication

are required for

different

situations

OR

Put It in Writing

Written Communication

10

Types of Written Communication

11

Letter Memo

Fax E-Mail

Business Letter

12

Used for:

Communication outside the business

Formal communication inside the business

See format guide for details.

http://www.youtube.com/watch?v=I2txr6OY5dY&feature=youtu.be

http://www.youtube.com/watch?v=I2txr6OY5dY&feature=youtu.be

Shaping Your Message

Yes Replies No Replies

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1. Tell good news first

2. Explain special

conditions or

qualifications

3. Close with statement

that specifically relates to

the request.

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.

Shaping Your Message

Complaints Angry Customers

14

1. Explain what you are

unhappy about

2. Explain effect on

business

3. Close by asking for some

compensation

Be firm, but not rude!

1. Acknowledge customer

frustration

2. Assure customer their

business is important

3. Offer some

compensation

4. Close on a positive note

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

Memo(randum)

16

Less formal than a letter

Used for communication inside the business

See format guide for

details.

Fax

17

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

E-Mail

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.

Let’s Talk About ItSpoken Communication

19

Entrepreneurship: Owning Your Future, 11th ed.

Steve Mariotti© 2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Spoken CommunicationTo 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

Types of Spoken Communication

21

Telephone

CallVoice Mail

Live

Presentation

Video

Presentation

Telephone Call

22

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

Voice Mail

23

Greeting

Name and business position

Reason you are not

answering the phone

Instructions for message

Emergency contact

Closing

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. E-mail your message to Ms. Olson at

[email protected]. Be sure to follow the

e-mail format guide.

mailto:[email protected]

Live Presentation

25

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!

Video Presentation

26

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

Activity 3: Elevator PitchCreate an Elevator Pitch to Introduce Yourself as an Entrepreneur1. 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!

28

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.

31

Listening is a very humble quality.

Listening is very revealing.

Listening is informative.

32

33

Conversation1. 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

http://www.elllo.org/english/1001/1019-Ron-Hawaii.htm

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

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

36

What’s the Word1. 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

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.

http://www.amazon.com/gp/mpd/permalink/m3RY5SZWBOJZFO/ref=ent_fb_link

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!

Let’s practice with another listening test on entertainment.

http://www.elllo.org/english/0901/T917-Ron-Media.htm




What Is Negotiation?

Negotiation is a process in which two ormore parties reach an agreement or solvea 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




Preparing to NegotiateBefore negotiating, answer these four questions to help clarify your goals:

What do you need and what do you want? Good negotiations involve give-and-take.

What concessions can 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 party is willing to change a position, what other options do you have?

40

Now you are ready to

prepare some notes

for the negotiation.

Remember to phrase

your positions positively!




Guidelines forProductive 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

In every culture, business takes place in a broader social setting.

Know the rules!

Social Etiquette

Dress

Family

Genie Auction

43




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




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




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




Write a Code of EthicsA 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.

47

Sample Code of Ethics




Three-Step Ethical Test

1. Is it illegal?

2. Does it violate company or industry standards?

3. Who is affected and how?

48

Please Note!

“Will I get caught?”

Is NOT

one of the questions!!!




Ethical Issues for EntrepreneursWhen 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

©

®

Ethical Issues for Entrepreneurs

50

A conflict of

interest exists when

personal

considerations and

professional

obligations interfere

with each other.

Confidentiality

involves respecting

the privacy of

others.

Activity 4: Code of EthicsCreate 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.

http://www.pepsico.com/company/global-code-of-conduct.html

http://www.pepsico.com/company/global-code-of-conduct.html

http://www.att.com/gen/investor-relations?pid=5595

http://www.att.com/gen/investor-relations?pid=5595

Documents

Business Communication Ethics - Council Rock School District · Why Practice Business Ethics? The main reason for behaving ethically, in business or in any area of life, is simply