introduction to business & marketing february 24, 2012
TRANSCRIPT
COMMUNICATION ETIQUETTE
Introduction to Business & MarketingFebruary 24, 2012
Quick Review!
Communication is the process of… The term “communication skills”
refers to these four things… The six elements of communication
are… List examples of barriers to
communication. Common channels of communication
in business include…
Objectives
Understand general etiquette rules for various communication channels.
Distinguish between professional and personal communication.
Analyze written emails for professionalism.
Telephone Etiquette
Answering Your Phone
Identify yourself!
Speak clearly & enunciate your words.
No eating or chewing
Conclude all calls.
Taking Messages
Have a current and clear greeting on your voicemail box.
Take complete messages & deliver them promptly.
Computer Etiquette
Sharing Computers
Keep a tidy work area.
Keep computer noise down.
Respect privacy & be courteous.
Log off when you are finished /leave.
a.k.a. “netiquette”
Email Etiquette
Netiquette Rule #1
Do not mix personal emails with professional emails!
Email belongs to the organization – it is NOT private.
Professional Emails
This is not a casual message you would send to a friend!
Be very careful with humor. Proofread! Be extra careful about
spelling and grammar. Use polite & courteous language. Be conservative with abbreviations
and emoticons.
Personal Emails
Never forward personal messages.
Jokes
Email chains
Personal opinions
Be careful of spamming!
Netiquette Rule #2
DO NOT USE ALL CAPS FOR MESSAGES!
This comes across as yelling.
If emphasis is needed, try italics, bold, underlining…
Netiquette Rule #3
Be courteous and conscious of the other person’s time.
Make your messages short and clear.
Netiquette Rule #4
Never write something that you wouldn’t want your boss (or co-workers) to see.
Assume that any email could be forwarded at any time.
Netiquette Rule #5
Always include a signature.
Include your contact information.
Sometimes your signature may be informal.
Other Netiquette Tips…
Reply
Reply only to those who need feedback.
Use the Reply All button sparingly.
If you receive misdirected emails, let the sender know.
Subject Lines
Be descriptive!
This may be the only part of your email that the recipient sees.
Never leave blank.
The Message
Use short sentences and short paragraphs.
Use bullet lists to break up long passages.
Be professional! Grammar & Spelling Punctuation Capitalization
Tone
Be aware of tone Short, curt
responses may indicate anger.
Sarcasm does not work well without body language indicators.
Know when to stop!
Beware of the emotional reply! Before sending an angry email,
wait a few hours. Sometimes the phone is better!
Never let email get in the way of good communication. Know when to choose another
communication channel.
Looking for professionalism…
Email Etiquette Activity