International business communication skills

Presenting | Meeting and Negotiating | Writing | Telephone usage | Customer Service and Reception

businesscamconsulting responds to your specific concerns about international business communication skills, tailoring your consultation to resolve these issues, enhance your confidence and raise your expertise.

We focus on the skills and components which concern you most, taking into account the cultures or nationalities with which you interact, as well as differences between British and American English.

Alternatively, you may want to develop a skill, such as Presenting, for your personal development.

If you need assistance with any topics not listed below, please contact us to find out if we can provide the support you require.

Presenting

• Assist you with an upcoming presentation, including review and modification of planned content and visuals
• Rehearse your delivery
• Purpose/objective – what you intend to achieve
• Audience – knowing who is listening and how to influence them
• Impact – capturing and maintaining attention
• Content - selecting and organising relevant material into a logical sequence
• Structure - opening, main body, closing
• Benefits – emphasising the advantages from your audience’s point of view
• Question-handling – dealing with difficult or unexpected questions
• Visuals – highlighting key points simply and effectively
• Delivery – using clear, concise language and appropriate voice and tone
• Body language – conveying a positive and confident image

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Meeting and Negotiating

• Help you prepare for your next meeting or negotiation
• Role-play
• Chairing/managing/facilitating meetings
  • Advance preparation and organisation
  • Structure - opening, discussion/negotiation/main body, closing
  • Language to run/control a meeting
  • Follow-up
• Participating/discussing/negotiating
  • Interrupting, expressing opinions, disagreeing, persuading, clarifying
  • Negotiation strategy and language

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Writing

• Review and assist with editing or rewriting your current document before distribution
  • E-mail, letters, reports, proposals, memos, minutes, articles
• Different reasons for writing
  • Making contact, requesting information, inviting, placing orders
  • Responding to enquiries, complaints, objections
  • Delivering bad news, saying ‘no’ constructively, demanding action, complaining
• Produce clear, concise, logical, persuasive documents
• Planning – knowing your purpose and reader(s)
• Content - selecting and organising relevant material into a logical sequence
• Structure - introduction, main body, closing
• Wording to create impact
  • Clear and concise language
  • Meaningful opening and closing phrases
• Visual effects
  • Layout, font, typeface
  • Tables, charts, graphs
• Tone
  • Gentle, polite, encouraging, firm, demanding, aggressive
• Style
  • Formal, informal, sensitive to the culture of your reader(s)
• Editing and proofreading tips

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Telephone usage

• Practise situations you may encounter
  • Making contact, requesting information, inviting, making appointments, placing orders
  • Calls to difficult clients
  • Handling enquiries, complaints, objections
  • Delivering bad news, saying ‘no’ constructively, demanding action, complaining
• Respond more confidently, spontaneously and effectively, particularly during telephone conversations or video-conferences
  • Using appropriate language, voice and tone, speaking clearly, questioning and listening

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Customer Service and Reception

• Overcome the fear of stressful encounters with customers
  • Dealing with awkward customers face-to-face, on the phone or in writing
  • Listening, understanding and responding to the needs of your customers
  • Handling enquiries, complaints, objections
  • Delivering bad news, saying ‘no’ constructively, demanding action, requesting information
• Represent your Company more confidently
  • Creating first and lasting impressions with a professional manner and positive attitude
  • Welcoming visitors warmly
  • Receiving, placing, re-directing, screening calls, and handling unwanted calls; taking messages
• Role play
• Using appropriate language, voice and tone, speaking clearly, questioning and listening

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