吉林大学：《商务英语选读》课程电子教案（PPT课件）Unit 8 Text b Case Study - Communication Skills

Text B Case Study: Communication Skills

Text B Case Study: Communication Skills

Warm-up Why is starting a business a daunting task? Does smith face any competition? What advantages does Smith have compared with his competitors? Which of the three typical communication channels does Smith use primarily? What are some payoffs Smith gained for effective listening on the job? Why does Smith state,Keep communication honest at all times...no exaggeration,no lies?

Warm-up ❖ Why is starting a business a daunting task? ❖ Does smith face any competition? ❖ What advantages does Smith have compared with his competitors? ❖ Which of the three typical communication channels does Smith use primarily? ❖ What are some payoffs Smith gained for effective listening on the job? ❖ Why does Smith state, “Keep communication honest at all times… no exaggeration, no lies”?

outline Starting a business is a daunting task. Take Tim Smith as example: He opened his video rental store in 1991 Start his business practicing open,honest communication with customers. Smith's policy has worked well. Smith also spends a great deal of time on informing patrons of new movies. Keep communication honest at all times:no exaggeration,no lies

outline ❖ Starting a business is a daunting task. ❖ Take Tim Smith as example: He opened his video rental store in 1991. Start his business practicing open, honest communication with customers. Smith’s policy has worked well. Smith also spends a great deal of time on informing patrons of new movies. Keep communication honest at all times: no exaggeration, no lies

Starting a business is a daunting task even under the best of circumstances.Having enough capitals to launch the business is only one of the considerations.Assuming one is able to open the doors of the enterprise,success is not a guarantee.Good communication skill can save business and help it prosper. Tim Smith saw his dream become a reality He opened his video rental store in 1991 Although he was located in a rural area,he was not without competition.With major video franchises in the area,developing concepts and

Starting a business is a daunting task even under the best of circumstances. Having enough capitals to launch the business is only one of the considerations. Assuming one is able to open the doors of the enterprise, success is not a guarantee. Good communication skill can save a business and help it prosper. Tim Smith saw his dream become a reality. He opened his video rental store in 1991. Although he was located in a rural area, he was not without competition. With major video franchises in the area, developing concepts and

practices that would differentiate S&S from the other stores was vital.Smith asked himself several questions:"How can I compete with the big guys?"and"What can I offer that video stores can't or don't?"He observed that personal involvement was lacking in many companies,especially large ones.He believed his advantage was personal communication with customers. Smith started his business practicing open. honest communication with customers.He quickly learned that listening is a major

practices that would differentiate S&S from the other stores was vital. Smith asked himself several questions: “How can I compete with the big guys?” and “What can I offer that video stores can’t or don’t?” He observed that personal involvement was lacking in many companies, especially large ones. He believed his advantage was personal communication with customers. Smith started his business practicing open, honest communication with customers. He quickly learned that listening is a major

component of good communication.He notes that many business owners "don't take the time to listen and ask what the customer want.So many people are overbearing in conversation and focus on their own areas of knowledge." The tendency to be self-centered in conversation is strong,but smith learned that customers appreciate others'interest in them and their activities.By engaging customers in' conversation and learning more about them, Smith has earned their trust,and in turn,their business

component of good communication. He notes that many business owners “don’t take the time to listen and ask what the customer want. So many people are overbearing in conversation and focus on their own areas of knowledge.” The tendency to be self-centered in conversation is strong, but smith learned that customers appreciate others’ interest in them and their activities. By engaging customers in conversation and learning more about them, Smith has earned their trust, and in turn, their business

While attempts at communication have not always been successful,Smith's policy has worked well.When customers are irate, he listens to their complaints and asks questions.He has learned that,in business, one must always be quick to take responsibility for mistakes.Instead of flatly telling the customers,"This is our policy in these cases,.”he asks,s“What would you like me to do?"When customers know he cares about them and is willing to stand behind his products,they are likely to reward him with repeat business

While attempts at communication have not always been successful, Smith’s policy has worked well. When customers are irate, he listens to their complaints and asks questions. He has learned that, in business, one must always be quick to take responsibility for mistakes. Instead of flatly telling the customers, “This is our policy in these cases,” he asks, “What would you like me to do?” When customers know he cares about them and is willing to stand behind his products, they are likely to reward him with repeat business

In addition to good verbal communication, Smith also spends a great deal of time on the telephone,informing patrons of new movies in stock or contacting customers who have not visited the store in several months and asking them how S&S may provide them with better service.He also writes announcements of arrivals or specials to mail to customers.By keeping in touch with customers and letting them know how much their business is valued Smith establishes a strong personal link that sets him apart from larger business that do not invest as much time and energy in interpersonal communication with customers

In addition to good verbal communication, Smith also spends a great deal of time on the telephone, informing patrons of new movies in stock or contacting customers who have not visited the store in several months and asking them how S&S may provide them with better service. He also writes announcements of arrivals or specials to mail to customers. By keeping in touch with customers and letting them know how much their business is valued, Smith establishes a strong personal link that sets him apart from larger business that do not invest as much time and energy in interpersonal communication with customers

Open,honest communication with customers is essential to any business success. Smith's approach was clearly effective:in its first three years,S&S grew from eight to ten video rentals a day during its opening months of operation to 400 to 500 video rentals a weekend.Smith predicts that his business will. continue to grow,and he credits the growth to successful interpersonal communication with customers."Keep communication honest at all times,.”he emphasizes,“no exaggeration, no lies." based on Business Communication by Carol M.Lethman

Open, honest communication with customers is essential to any business success. Smith’s approach was clearly effective: in its first three years, S&S grew from eight to ten video rentals a day during its opening months of operation to 400 to 500 video rentals a weekend. Smith predicts that his business will continue to grow, and he credits the growth to successful interpersonal communication with customers. “Keep communication honest at all times,” he emphasizes, “no exaggeration, no lies.” based on Business Communication by Carol M. Lethman

daunting frightening in away that makes you feel less confident It's a daunting task,but we're optimistic. daunt to abate the courage of;discourage Danger didn't daunt the hero. She was daunted by the amount ofwork still. to be done

daunting ❖ frightening in away that makes you feel less confident It’s a daunting task, but we’re optimistic. daunt ❖ to abate the courage of; discourage Danger didn't daunt the hero. She was daunted by the amount of work still to be done