Business Communication Protocols in Tourism and Hospitality (IIHM10H) PDF

Business Communication Protocols in Tourism and Hospitality (IIHM10H) Hannah L. Gundao  PRELIM TOPICS 1. Business Communication, Management, and Success 2. Adapting your Message to your Audience 3. Communicating with Positive Emphasis 4. Format of Letter...

Business Communication Protocols in Tourism and Hospitality (IIHM10H) Hannah L. Gundao  PRELIM TOPICS 1. Business Communication, Management, and Success 2. Adapting your Message to your Audience 3. Communicating with Positive Emphasis 4. Format of Letters and Memos  1. Business Communication, Management and Success  LEARNING OBJECTIVES At the end of the session, you will:  Understand costs for business communication  Define criteria for effective messages Distinguish business communication from other school  writing  KEY TERMS Communication PAIBOC Business Communication School Writing Business Writing Effective Messages COMMUNICATION  COMMUNICATION the root of the word “communication” in Latin is communicare defined as the process of understanding and sharing meaning (Pearson & Nelson, 2000) an activity, skill and art that incorporates lessons learned across a wide spectrum of human knowledge key to your success – in relationships, in the workplace, as a citizen of your country, and across your lifetime. (keywords) process a dynamic activity that is hard to describe because it changes (Pearson & Nelson, 2000) process understanding  understanding to perceive, to interpret, and to relate out perception and interpretation to what we already know.” (McLean, 2003) process understanding sharing  doing something together with one or more people sharing process understanding sharing meaning What do we share through communication? meaning  BUSINESS COMMUNICATION oral, nonverbal, and written— reach both internal and external audiences  Address the following questions: What is the situation? What are some possible communication strategies? What is the best course of action? What is the best way to design the chosen message? What is the best way to deliver the message? WRITING  Poor Writing a. Takes more time to read and interpret b. Requires more time for revisions c. Confuses and irritates the reader d. Delays action while the reader requests more information or tries to figure out the meaning Good Writing a. saves time b. saves money c. saves energy d. builds goodwill EFFECTIVE MESSAGES  CLEAR CONCISE An effective, reader centered business message meets five criteria: COMPREHENSIVE CORRECT COMPLETE  To get the results you want, consider these questions: Why should the communication happen? What is my purpose? How should my information be conveyed? What do I want to happen as a result of this communication? Who’s my audience? Where will the communication happen? PAIBOC EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION  EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION The source imagines, creates and sends the message.  EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION the stimulus or meaning produced by the source for the receiver or audience.  EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION the way in which a message or messages travel between source and receiver  EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION receives the messages from the source, analyzing and interpreting the message in ways both intended and unintended by the source  EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION composed of messages the receiver sends back to the source EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION the atmosphere, physical and psychological, where you send or receive messages.  EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION involves the setting, scene and expectations of the individuals involved. EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION noise BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Students write to learn. Business writers write to get work done – to recommend actions.  Genre Purpos Audience Content e Structure Tone BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Style Product and Documentati Design on Style Destination  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Purpos Students write to e learn and to demonstrate what they know. Business Writers write to make things happen.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Audienc e Students often write for one reader, their instructor. Business Writers often write for large and complex groups of people, various stakeholders who have different needs and interests.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Students write exams, Genre essays, journals, term papers, oral reports and others. Business Writers write memos, letters, proposals, reports, performance evaluations, business plans, marketing plans, audit reports, sales presentations, manuals, handbooks, contracts and others.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Structur Students often write an e introduction with a thesis, a body that substantiates the thesis, and a conclusion. Business Writers often write a table of contents, an executive summary, company descriptions, industry analyses, strategic analyses, and recommendations.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Content Students include any points that help them develop their thesis. Business Writers include only what their audiences need to know and either omit the rest or include it in an appendix.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Design Students follow the formatting requirements prescribed by their instructors. Business Writers design their documents to be visually attractive and to allow their readers at least two ways of reading documents – quickly by scanning, or more slowly for details.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Style Students write complex sentences and lengthy paragraphs to develop the complexity of their ideas. Often formal, big words and long sentences and paragraphs are often rewarded. Business Writers typically write shorter, simpler sentences and include much less paragraph development if they use paragraphs at all.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Documentation Students document information that Style they paraphrase or quote from outside sources using the conventions of the academic field within which they are writing. Business Writers - When they paraphrase or quote outside sources, their documentation styles vary according to the conventions of their organization and the needs of their audiences.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Tone Students establish a knowledgeable yet inquiring tone in their writing that shows they have gained a measure of control over their topic and thesis. Business Writers establish a tone that best represents the ethos their company wants to project and that fits the expectations of their audience.  BUSINESS WRITING & SCHOOL WRITING: HOW DO THEY DIFFER? Product and Destination For students, the essay or exam they write is the end product. It goes to the instructor. For business professionals, the documents they produce are seldom a final product. Instead, documents are transformed into oral presentations, formal and informal meetings, overheads and reports, “You can have all the great ideas in the world and if you can’t communicate, nobody will hear them.” -Kara Blackburn  communicare the root of the word “communication” in Latin  communication defined as the process of understanding and sharing meaning (Pearson & Nelson, 2000) an activity, skill and art that incorporates lessons learned across a wide spectrum of human knowledge key to your success – in relationships, in the workplace, as a citizen of your country, and across your lifetime.  process, understanding, sharing, meaning 4 keywords of communication  Business Communication oral, nonverbal, and written— reach both internal and external audiences An effective, readercentered business message meets five criteria:  CLEAR CONCISE An effective, reader centered business message meets five criteria: COMPREHENSIVE CORRECT COMPLETE What is PAIBOC? PAIBOC  source, message, channel, receiver, feedback, environment, context & interference What are the EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION?  Business Writing & School Writing: How do they differ? Students write to learn. Business writers write to get work done – to recommend actions. Laboratory Hours