Business Communication Trends Paper Shelia Chaney University Of Phoenix COM/285- Business Communication Edward Zilton July 16, 2009 Week 1 Business Communication Trends Business depends on communication. Both business and business communication are changing.
Ten trends in business, government, and nonprofit organizations affect business and administrative communication: Technology changes, including information overload and data security versus privacy; a focus on quality and customers’ needs; entrepreneurship; teamwork; diversity; globalization and outsourcing; legal and ethical concerns; balancing work and family; job flexibility; and the rapid rate of change (Locker & Kienzler, 2008). In a professional setting, everything you do involves communication.
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Good business communication is about sharing information in ways that are useful to your co-workers, business partners, and clients. Currently I am employed with an HVAC manufacturing company, working in the customer service department. The role of business communication in my day to day activity involves communication flow between managers, subordinates and clients. It involves verbal communication with clients by phone conversations, e-mail messages, and letters. To provide outstanding customer service, you must have good listening skills.
Listening skills is the first point of contact we have with our clients. So it is imperative that we understand the purpose of the call so that we to help resolve the problem that has incurred with our product and provide the best customer service. Responding to clients in a timely manner via e-mail, a returned phone call or letter help me manage my daily work activities. These activities allow me to provide excellent customer service. Both business and business communication are changing. Ten trends in business, government, and nonprofit organizations ffect business and administrative communication: Technology changes, including information overload and data security versus privacy; a focus on quality and customers’ needs; entrepreneurship; teamwork; diversity; globalization and outsourcing; legal and ethical concerns; balancing work and family; job flexibility; and the rapid rate of change. In my current workplace I have seen the technology media trend. All of the office employees are expected to know how to navigate through the company’s online web site and use Microsoft office word, e-mail, spreadsheet, data-base, presentation software.
All the managers have Black Berry’s that allow them to send and receive e-mails, access the company’s web site and make telephone calls when they are traveling on company business. The company also provides data security and privacy. As electronic information increases, so do concerns about data theft. Just as individuals take steps like providing important identification numbers by email to prevent identify theft, my workplace take steps to protect their data. My company monitors internet usage, store and review e-mails, store and review computer files, monitor computer usage and record phone calls.
Two weeks ago the company’s CEO received a customer complaint regarding an e-mail sent by one of the employees. The e-mail had been deleted from her files, so the IT department had to retrieve her deleted e-mails so the company could provide a satisfactory response to the customer’s complaint. My workplace focuses on quality and customer’s needs, because, superior customer service sells, and it also increased business performance. Another trend found in my workplace is teamwork. More and more companies are getting work done through teams.
Teamwork brings together people’s varying strengths and talents to solve problems and make decisions. Often, teams are cross-functional, drawing from different jobs or functions or cross-cultural including people from different nations or cultural groups served by the company (Locker & Kienzler, 2008). In my department we have to work as a team to accomplish our daily activities and provide outstanding customer service. Many in my department are cross-functional because, when someone is on vacation, their job function must continue. Better communication helps to build goodwill.
The message builds a positive image of the organization. It builds an image of you as a knowledgeable, intelligent, capable person. When my department provides a labor concession to a customer, we include a letter stating that it is a goodwill gesture. This message type apply to the quality and customer’s need trend. In summary, business depends on communication. People must communicate to plan products and services; hire, train, and motivate workers; coordinate manufacturing and delivery; persuade customers to buy; and bill them for the sale.
Indeed, for many businesses and nonprofit and government organizations, the “product” is information or services rather than something tangible. Information and services are created and delivered by communication. In every organization, communication is the way people get their points across and get work done (Locker & Kienzler, 2008). Reference Locker, Kitty O. , & Kienzler, Donna S. (2008). Business Communication, management, and Success. [University of Phoenix Custom Edition e-Text]. : Mc-Graw-Hill. Retrieved July 13, 2009, from University of Phoenix, COM285. .