Professional Communication in the Workplace - Seminar · Outcomes •Overview of basic communication theory •Understanding phone etiquette •Learning the principles of proper email

Professional Communicationin the Workplace

Lance Kissler,Marketing & Communications

Outcomes

• Overview of basic communication theory• Understanding phone etiquette• Learning the principles of proper email

correspondence

Basic Communication Theory

Image | http://www.articulate.com/rapid-elearning/wp-content/uploads/2007/09/comm_process.jpg

Basic Communication Theory

Image | http://www.uxmatters.com/mt/archives/2007/08/images/rediscovering-figure2.gif

Email vs. Phone• Convenience; stop/start

as needed• Review the message• Focus the conversation• Attachments; links• Mulitple recipients• Written record• Prior contacts

• Quick questions;immediacy

• Clarify points immediately• Everyone participating at

the same time• Initial contact for new

people; follow-up withemail

Source | http://www.indywebshop.com/bestpractices/2006/10/25/talking-to-clients-phone-vs-email/

Appropriate Response Time

• Same day if possible• If a reply requires research or more

information, follow up to confirm you’vereceived the message and that you areworking on a complete reply

Answering Phone Calls

• Be polite and courteous– Remember: the tone of your voice conveys its

own message• Provide your name, office and

organization• Speak slowly and clearly• Ask for clarification of details; take notes if

needed

Transferring Phone Calls

• Inform the person you are going to transferthem shortly

• Call the person you are transferring to• If the person is there, provide a summary• If the person is not there, return to caller;

ask if they would like to be transferred tovoice mail

• Provide the caller with the person’s #

Leaving Messages

• Repeat detailed information, such as:– Name– Organization/office– Contact info (alternative contact methods)– Purpose of the call

• Speak slowly and clearly– Spell out email addresses

• Be concise; don’t leave long messages

Taking Messages

• Ensure accuracy• Record: date/time, caller, contact info,

organization/office, purpose of call,specific details

• Tip: use a checklist to keep track ofmessages that require follow-up

Voicemail Greetings

• Have a professional greeting– Provide your name, organization, office, etc.

• State how long you will be out of the office• Provide multiple contact information

options or emergency contact info

Forwarding Voicemessages

• Record a summary/intro about themessage

• Inform the recipient if you have respondedto the caller

Email: Composing & Replying• Greet new contacts (formal):

– Greetings,– Dear [Name],– To Whom It May Concern (only if you don’t know the

recipient’s name)• Greet known contacts (casual):

– [Name],– Good [time of day],

• Resource:– http://en.wikipedia.org/wiki/Salutation_(greeting)

Email: Composing & Replying• Use a signature

– Name, title– Organization, office– Contact info– Other relevant info– May require a confidentiality disclaimer

• Use concise subject lines with keywords– Gives recipients a quick summary before opening– Allows for quicker searching in email inbox– If email topic changes, rename the subject line

Email: CC, BCC & Forwarding• CC: carbon copy

– include additional recipients as an FYI– seen by TO: and BCC: recipients

• BCC: blind carbon copy– TO: and CC: recipients do not see these people– these people see TO: and CC: recipients

• Forward– Usually better than BCC

Email: Emoticons• Symbols that express emotion

– Happy Face :-)– Sad Face :-(– Etc.

• Not appropriate for formal communication• Best for casual communication, if you think it

enhances or clarifies the tone

Email: Attachments• Reference attachments in the message body• File types

– avoid sending .EXE, .EPS– 1-2MB file size per attachment– no more than 5-10MB total– use .ZIP to compress individual or multiple files

• Use service such as www.yousendit.com tosend large file attachments separately

Email: Assigning Priority

• Priority settings:– Highest, High, Normal, Low, Lowest– Tip: generally send “Normal” and reserve

“Highest” for messages that require animmediate response or attention

• Not all email clients offer this function

Email: Grammar, Style, Etc.• Use appropriate grammar; avoid jargon; explain

acronyms• Use punctuation• Double-check spelling• Formatting

– CAPS Lock, bullets, numbering, bold & italics, fontsize, type & color, background

– HTML vs. text-only• Refer to editorial style guide

Email: Out of Office Messages

• State how long you will be out of the office• Will you be checking email while you are

out?• Provide emergency/alternative contact info• Turn off when you return

Email: Your Email Address

• Select one that is easy to remember andidentifies you– Pacific provides an “alias” option as an

alternative to your PUNetID• Appropriate and professional words• Examples:

– [email protected]– [email protected]– [email protected]

Email: Additional Resources

• www.thewritemarket.com/mcnn/index.php?mcnn=keel&title=15%20Top%20Tips%20for%20Effective%20Email%20Communication

• http://careerplanning.about.com/od/communication/a/email_tips.htm

Questions?

Lance KisslerDirector of MarketingMarketing & Communications, University RelationsPacific [email protected]