COMMUNICATION ETIQUETTE Introduction to Business & Marketing
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
COMMUNICATION
ETIQUETTE
Introduction to Business & Marketing
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.
▪ Do not talk on your cell phone when…
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 personalemails 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.
▪ Always 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 Allbutton 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
Writing a Professional Email
▪ TASK: Compose a professional e-mail to a teacher requesting information about a potential course offering for next year.
▪ ESSENTIAL QUESTION: Which classes are you considering for your schedule next year?
▪ REQUIREMENTS: specific subject line, formal communication style, concise content
▪ ASSIGNMENT: Word Document on my website
Related Documents
