5.01-Business Etiquette & Communication

5.01 PowerPoint

Objective 5.01 – Understand appropriate business etiquette and business

communication.

Business Etiquette

What Is Etiquette?

The set of:

Rules

Forms

Practices established for behavior in a polite society

or in official or professional life

Business Etiquette

The rules of good workplace manners For example: Listening without interrupting the speaker.

Ways to Show Proper Etiquette In the Workplace

Show up for work on time everydayBe dependable, honest, trustworthyListen without interruptingBe energetic and enthusiastic

Internet Etiquette

Netiquette describes good Internet behavior. These rules should be the same behavior you follow in real life. visit: - http://www.albion.com/netiquette/corerules.html for more details

(Electronic Mail) Email Etiquette

Email is now the most common method of communication for many businesses.

Email Etiquette Tips

Use good manners when writing email messages as the email you send is a reflection of you and your company.Use correct spelling.Keep your message short.DO NOT USE ALL CAPS! It looks like you are yelling.

Email Etiquette Tips cont.

Keep the tone appropriate to the situation. If writing a personal note, feel free to use :-) happy faces or :-( sad faces. Never send prank email.

(Remember that your return address is automatically included in all correspondence.)

Proper Etiquette Tips - Posture

Posture – the way you:

SitStandWalkTurn your head

Tells a lot about you!

Proper Etiquette Tips - Voice/Speech

Inflect your voiceUse proper diction to express yourselfUse appropriate body language and gesturesMaintain eye contact with audience

Did you know that Business Etiquette

differs from one country to the next?

What is considered acceptable social behavior and manners in one country may be unacceptable in another country.

Compare Differences in Business Etiquette Around the World

United StatesReceiving a gift from a business partner could be seen as a bribe.

JapanIt is polite to refuse a gift once or twice before accepting it.

Compare Differences in Business Etiquette Around the World

India Before getting down to business in India it is customary to have tea.

Mexico

Throwing documents on a table during a meeting is an insult.

Effective & Appropriate

Business Communication

5.01 PowerPoint Part II

What is Communication?

The exchange of information between sender and receiver. Without a sender and a receiver there is no communication.

Communication Skills

Basic skills are tools for getting information and sharing ideas. These skills are:

SpeakingListeningReading andWriting

Speaking

Speaking is important; when you speak, you want your listeners to get your point.You need to have a clear idea of your:

Purpose – goal/reason for speakingAudience – the person or group to whom you are speaking. Subject – Your main topic or key idea when you speak.

Tips For Good Speaking Habits

Connect With Your Audience – Make eye contact with your listeners.Address people by name if possible

Match Your Body Language to Your Message –

Check your Posture and facial expressionsUse appropriate gestures

Tips For Good Speaking Habits

Avoid Non-words such as “uh” and “um”Stress Key Ideas With Inflection

i.e. The pitch or loudness of your voice.

Use Correct PronunciationPractice EnunciationBe Enthusiastic and Positive

Listening

Listening is the other side of speaking. We have to practice listening to become effective at it. There are two types of listening:

Active ListeningPassive or Taking Notes

Active Listening

Signs of Active Listening include:Responding with full attention.Focus on main ideas being communicated.Use body language and facial expressions to respond – sit up straight, lean forward, smile, or nod

Listening In The Workplace

Listening is one of the main activities in the workplace. Here are some listening skills you can practice in the classroom that will benefit you on the job.

Workplace Listening Skills

Jot down summaries in your own wordsFocus on key words and main ideas (do not try to write down everything)Note actions you need to takeUse bullets (), asterisks (*), and arrows () to show ideas that are related or connected.

Workplace Listening Skills

Review your notes fairly soon after you take them to be sure you understand the information.If you can’t take written notes, make mental notes of important points.

Reading and Writing

Is there a day that goes by in school without reading and writing? Reading and writing are very important basic skills needed in school and in the workplace.

Reading Techniques

Preview – read only the parts of a written work that outline or summarize its content. The table of contents is a good example of an outline.

Skimming – When you read through a book or document quickly, pick out main ideas and key points.

Context Clues – are hints about the meaning of unfamiliar words or phrases provided by the words surrounding them.

Writing Techniques

Organize your writing – write an outline of what you have to say.Watch your tone – Keep your audience in

mind.Proofread – Use Spell Checker to check

for spelling and grammar errors. Have someone check your work with you for any errors. Edit your work – make changes to your

work until your message is clear.Much of the advice for speaking well also

applies to writing well (review slides #21-23).

Common Forms Of Business Writing

Memorandums (Memos) – used to communicate with others in the same office (Interoffice Memos) or with people outside the office who work closely with them. Memos are usually:

brief focus on a limited topicinformal in tone

Memorandums

In the office today, printed memos are seldom used.Memos today are primarily either:

Keyed in the body of an email messageSent as an attachment to an email message

Sample Memorandum (Memo)

6X

 TO: All Students

FROM: Your Teacher

 DATE: December 1, 200-

 SUBJECT: MEMORANDUMS

Memorandums, commonly called “Memos” for short are used in many businesspeople to communicate with others in the same office. This form of communication is called Interoffice Memos. Businesspeople also send memos to people outside the office who work closely with them.

Memos are usually brief and focus on a limited topic. They are often fairly informal in tone.

Words such as TO: FROM: DATE: SUBJECT: in a memo are called Headings or Guide Words. A colon follows each heading and they are usually keyed in Double Spaced Lines (DS). Be sure set your margins as follows: Top margin – two (2) inches and all other margins – one (1) inch.

Thank you.

yt (Reference Initials of the FROM person. Key in lower case)

Headings or Guide Words

Key in ALL CAPS, a COLON after each one then tab once or twice. DS between Headings.

TM: 2 inches

BM, LM, RM – 1 inch

SS within paragraphs

DS between paragraphs.

Electronic Mail – Email

The most common form of business communications to is email. Email is also the fastest way to communicate with other people.

Business Letters

A formal method used to communicate with people outside the office such as:

Customers – people who buy products from and/or use the services the business provides.Suppliers – people and other businesses that supply the goods for another business.

Business letters are usually printed on company letterhead or stationery

Sample Business Letter

T& M Office Supplies

23 Main Street*Anytown* NC 27573

Tele: 339-555-2222**Fax: 336-553-2223**E-Mail: jonesm@t&m.comDecember 1, 200-

Mary JonesManager, Paper R Us40 Paper R Us Drive,Paper Town, NC 27707

Dear Mary Jones,

Thank you for sending us samples of your newest style of Post It. We like what we see and are interested placing an order however, we want to clarify the following information: 1). How many Post It is in box? 2). How many different colors can customers get in one box? As soon as we receive a reply from you will will place an order.

Should you have any questions please feel free to contact me via any of the communications methods listed above. I look forward to hearing from you very soon.

Again, thank you for the new Post It sample.

Sincerely,

Mary Jones, Manager

Enclosure notation

Complimentary Close. QS after keying

Writer’s keyed name follows space for writer’s handwritten signature. DS then key

Enclosure

Inside or Letter address

Key current date then QS

Business letterhead (Return address)

TM 1.5”-2” depending on length of the letter

LM, RM, & BM = 1”

Reports

Purpose –Address a topic at length.

A possible new project or An ongoing project.

Reports also describe the results of research.Key the title centered, in all caps two (2) inches from the top, QS after the titleKey th body in DS