Verbal and Written Skills

• Business owners must be able to communicate both verbally and in writing with employees and staff. They must tell employees clearly and specifically what they want them to do. When sending emails to employees, business owners should use proper grammar and capitalization and refrain from using "text speak," slang or other shortcuts. Employees may be confused by or lose respect for a boss who does not write or speak in a professional manner when giving instructions.
  
  

Constructive Criticism

• Business owners must give criticism constructively when needed. Employees quickly become demoralized or reluctant to do their best work if bosses criticize in a negative or abusive manner. Avoid statements that start with the word "you," as employees often interpret these statements as personal attacks. Focus on stating your opinion in a nonjudgmental manner, and remember to praise what the employee does well to soften the blow of any criticisms.
  
  

Empathetic Listening

• Business owners must be able to listen empathetically to both customers and employees. When customers complain or are rude, the business owner must express sympathy, identify the customer's feelings and work to resolve the problem; the owner cannot respond rudely in return or lose her temper. Business owners must use these same skills if employees express concerns about their jobs or complain about problems.
  
  

Persuasive Abilities

• Business owners must be able to persuade customers to enter the business or purchase merchandise. Regardless of the type of business, business owners must promote and market their business to succeed. In addition to knowing how to speak or write persuasively, business owners must be sensitive to marketing techniques that annoy potential customers, and refrain from engaging or continuing to press a product if it is upsetting a customer.