Professional Business Communication

Slang, Smiles and Small Talk: Where To Draw The Line in Business Communication

Business communication is the process of conveying information, ideas, and interests to others within a professional context. This can be done verbally or in writing through various channels. Email, social media, voice calls and text messaging are some popular alternatives to face-to-face communication in Zimbabwe.

By Guest Contributor: Louisa Matongo

This article offers guidelines to help you project a professional image and effectively communicate, especially during first interactions and with female clients.

Channels and Consistency

While each communication channel has its own etiquette, the core principles remain consistent. Mastering these principles ensures you avoid offending clients,colleagues, employees, investors, and other important stakeholders that drive your businessto grow.

Professionalism: The Cornerstone of Business Communication

Within the business domain, the primary objective is not to build personal friendships.  Professionalism dictates maintaining a neutral and respectful demeanour, avoiding topics unrelated to business, and focusing on fulfilling the client’s needs. When interacting with clients, particularly female clients, it’s important to avoid overly familiar or flirtatious behaviour. Observe their nonverbal cues, which can account for over 50% of communication, and focus on building trust through competenceand expertise. Avoid commenting on physical appearance, which is irrelevant to the business at hand.

We’ve all had those encounters that cross a line from friendly to intrusive. An example that stands out is a client whoexpressed their surprise at my lack of children and then delving into their own personal reasons for having a family. This not only made me uncomfortable, but it also undermined the professional dynamic we had built.

Clients may be friendly, but it’s crucial to remember they’re not friends or family.  Topics like personal life choices, including religion or politics, can be sensitive and have no place in professional interactions.Business communication thrives on clear boundaries.

Common Questions Not To Ask Female Clients

• When are you getting married?

• Why aren’t you having children?

• Are you pregnant?

• Why are you becoming fat?

• Why have you lost weight?

• You look like a village girl.

• You don’t look as beautiful as you were before.

• This dress brings out your curves nicely.

• If I had met you before I met my wife, I would have married you instead.

Addressing Clients and Colleagues with Respect

When unsure of a client’s preferred title, use Ms., Mrs., or Mr. followed by their last name. Typically, clients will introduce themselves and indicate how they wish to be addressed.

The same principle applies to employees, interns, and students especially if it’s a first time interaction. While most junior colleagues are often addressed by their first or last name, exceptions do exist. For instance, in some cultures, seniority demands a more respectful title.

This applies to me. In my culture, we wouldn’t typically call someone much older by their first name. Therefore, I address a particular employee, who is significantly senior to me, as “Aunt” followed by her first name.

While we converse comfortably in our native Shona, she communicates fluently with others in Ndebele or English. The key is clear and respectful communication, regardless of the chosen language.It’s important to note that language isn’t a barrier.

The way you communicate with employees can significantly impact your business. It affects factors like service quality, productivity, company culture, brand image, and customer satisfaction.

Balancing Friendliness and Professionalism

While a friendly and positive work environment is desirable, professionalism remains paramount. Everyone should adhere to a code of conduct and maintain professional boundaries. This includes greetings, respectful language, and offering assistance when appropriate.

Conflict Resolution

Misunderstandings can happen during communication, even with the best intentions. If conflict arises, stay calm and clarify any misconceptions, either on your own or by seeking advice. Remember, cultural differences and  experiences can influence how people interpret communication. A sincere apology can often disarm potential conflict.

Unprofessional Communication Styles to Avoid

Unless explicitly invited by the recipient, maintain a formal tone similarlyused in newspapers,textbooks and news.Strive for clear and concise language that is appropriate for a broad audience

Avoid using:

Slang: Words or expressions specific to a particular group or subculture (e.g., “ndeip,” “bholato,” “nakuuya”, “bro”, “mayas”, “momz”)

Vulgarity: Offensive or obscene language (e.g. “stupid”, “fool”, “you have no brain”, “dog”)

Overly Personal Language: Terms of endearment (“dear,” “love”), comments on appearance (“beautiful,” “skinny”), or overly familiar terms (“younger,” “mother”)

Excessive Casual Language: Shorthand (“bcoz,” “nyc”, “gudmrng”), informal greetings (“wats up,” “K”, “cool”)

Loaded Words: Words with subjective connotations that can be interpreted negatively (“boss”, “hustler”, ” cheap”, “whites”, “blacks”, “murungu”, “umdhala”)

Regional Dialects: Applicable in written and spelling(“yakadonyorwa”, “yakaisvinyorwa”, “zheve”, “vupenyubwangu”)

By following these guidelines, we avoid uncomfortable situations and earn respect by cultivating effective communication skills that will enhance your professional interactions and contribute to yoursuccess in the business world.