PromotionGenerating demand for products and services by communicating them with techniques such as advertising.
BrandingEstablishing a recognizable identity for products and services in a crowded market. For example, developing a distinctive logo and trade dress and working to make them recognizable to your target market.closing sales.
Customer RelationshipsManaging relationships with customers such as a car salesperson who manages any problems or questions that a customer has with their purchase in hopes of selling to them again in three years when their lease ends.
Customer ServiceProviding services such as the friendliness of staff who organize a line at a theme park.
Customer SupportCommunications and support that help the customer to use your products and services. For example, a manual for a vehicle that explains how to change a cabin air filter.
Customer ExperienceElements of the customer experience such as an app that communicates wait times at a theme park.
Customer AdvocacyCustomer advocacy is the process of engaging customers and using their feedback to drive change to an organization.
ConsultingA service that provides advice and work products to customers for a fee.
Visual DesignVisual design communicates information, identity and emotion. For example, a product package that communicates that a honey product is organic and healthy.
MerchandisingMerchandising is the design of environments that sell products and services. For example, a display window at a flagship shop.
Stakeholder ManagementThe process of communicating to internal and external stakeholders.
CoordinationThe process of coordinating efforts across multiple individuals, teams and organizations.
Meeting ManagementMeeting management is the process of coordinating and conducting conversations.
Internal CommunicationInternal communication is the process of communicating to an entire organization, department or team. For example, a company event that communicates annual strategy.
Employee Relationship ManagementManaging communication and relationships with employees. For example, onboarding new employees to give them everything they need from day one.
Employer BrandingPromoting a firm as a good place to work in order to recruit talent.
Investor RelationsManaging information flow to investors and the financial media to provide transparency to stakeholders regarding financials, strategy and risk.
Crisis CommunicationCrisis communication is the process of communicating a serious issue such as the status of a telecom network after a disaster such as an earthquake or storm.
InfluencingInfluencing is the process of changing the opinions and actions of others with communication.
LeadershipLeadership is the process of getting people moving in the same direction by influencing them. This can be done without formal authority and occurs at every level of an organization.
Public SpeakingThe process of communicating to large groups. A valuable leadership skill.
StorytellingThe ability to make communication interesting by wrapping things in stories. For example, a small company that tells an interesting story about the failures the firm overcame in its early days as part of its branding, investor relations and employee relations efforts.Management by walking around is the practice of getting to know employees at every level of an organization to avoid becoming out-of-touch with operational realities. For example, a CEO who holds skip-level lunches with people from every level and every department of a firm on an ongoing basis.
Change ManagementThe practice of leading a change that can be expected to face issues and resistance. For example, an executive who relentlessly drives forward a major systems project that is unpopular with business units.
MentoringA process whereby an experienced and knowledgeable individual helps another to improve their talents.
CoachingThe practice of providing direction and knowledge of performance.
TrainingTeaching people to develop their knowledge and abilities.
FacilitationFacilitation is the practice of having a neutral representative work to make a conversation more productive.
NegotiationNegotiation is the art of reaching agreements that have favorable terms for your side.
Formal CommunicationFormal communications that require accuracy, due diligence and professionalism such as an earnings call that reports financial results to investors.
Informal CommunicationInformal communication such as a manager who provides regular feedback that set expectations for performance in a team.
|Overview: Business Communication|
The exchange of information to achieve business objectives.
The exchange of information and emotion to achieve business objectives.