Procedures

Procedures

Understand appropriate business etiquette and business communication.

Business Etiquette

What Is Etiquette?The set of:

Rules FormsPractices

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 TipsUse 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 States

Receiving 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.

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

Effective & Appropriate

Business Communication

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

ListeningListening 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 ListeningSigns 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 TechniquesPreview – 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 TechniquesOrganize 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

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

ReportsPurpose –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