business communication 2 (1)
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Business
Communication
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Netiquette = E-mail & InternetEtiquette
E-mail message - No nonverbal expression tosupplement what we are saying!
Normal communication ta"es into account tone o#voice$ gestures$ an% proximity
ince this is absent ' be very care#ul with email
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Email (%%resses
)hat impression %oes yours leave***
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Email Contacts
+rgani,e contacts by rst an% last name
.a"es you much more e/cient an% pro#essional
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Email 0ength*
Brie# an% to the point
1re#erably one page
2ea%ers shoul% not have to scroll
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Content
Never use (00 C(1
)atch #or typos
3se normal capitali,ation an% punctuation
3se correct grammar & spelling
(voi% long sentences
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2eplying
2eturn emails in the same %ay that you woul%return a phone call
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alutation
)rite a salutation or greetings #or each new sub4ect
email
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ub4ect 0ines
(lways use a sub4ect line
.a"e the sub4ect line meaning#ul
Example5 (pril 66 pro%uction team meetingagen%a instea% o# meeting
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ignature
(lways use a signature or name at the en%
Inclu%es alternate means o# contacting you
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)or%ing*
3se active wor%s instea% o# passive
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1rivacy*
Emails = public %ocuments
+nly inclu%e those statements in email that youcan openly %e#en%
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(ttachments
(ttachments5 7itle nee%s to ma"e sense
0arge attachments**
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8laming*
Never 9ame someone!
8laming = virtual term #or venting emotiononline or sen%ing in9ammatory emails!
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ensitive Issues*
Never sen% an email about sensitivesub4ects!
Examples5 :isciplinary action
Con9icts about gra%es or personal
in#ormation Concerns about #ellow classmates;co-
wor"ers
complaints 15
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2eply (ll**
Be very care#ul
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8orwar%s**
:o not over use the #orwar% button
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7elephone
Communication
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Impressions*
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(nswering the phone*
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uessing ame*
I%enti#y yoursel#$ o/ce or organi,ation in as #ew
wor%s as possible
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7one
Cheer#ul an% consi%erate attitu%e towar% eachtelephone caller!
mile when you answer or tal" on the phone >>>It will show on the other en%!
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I%entication*
ive your name when the telephone is answere%$be#ore as"ing #or the person you are requesting
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.umbo ?umbo@@
Enunciate your wor%s very care#ully
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Consi%erate
Aeep business conversations to the point
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0eaving a message@
(lways leave your phone number i# you as"someone to call you bac"
Even i# you thin" they have it
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0istening )ell@@
0istening is essential whether in person or on thephone
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.essage ystems
.a"e sure your voice mail or answering machine
wor" properly
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Call .e Bac"@@@
(lways return your calls on the same %ay
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7iming*
7hin" about the time when ma"ing a phone call!
Not acceptable to call someone be#ore D- a!m!an% a#ter 5-F p!m!!
(voi% meal times
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+pps@
Never hang-up when you reali,e you have awrong number
(pologi,e an% then hang up
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2ing 7ime*
)hen calling someone$ let the telephone ring a
reasonable length o# time
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Call 7imes*
Calling a business at or very near closing time =inconsi%erate
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.essage 7a"ing
)hen ta"ing a message In%icate the time & %ate o# the call
Caller
In#ormation 1hone number
1erson ta"ing the message
(s" #or correct spelling i# necessary
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Never ' ever@
Never ' eat$ %rin" or chew gum on the phone
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1lease leave a message@
0eave a message when appropriate ' especiallywith caller-I:$ people will see you calle% so theyshoul% not have to won%er what you nee%e%!
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Cell 1hone
Etiquette
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Can you hear me now*
.aintain at least a G #oot ,one #rom anyonewhile tal"ing!
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Never tal" here
Elevators 0ibraries .useums 2estaurants Cemeteries 7heaters :entist or %octor waiting rooms 1laces o# worship (u%itoriums
+ther enclose% public spaces Hhospitalemergency rooms or buses
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Emotions
:onJt have emotional conversations in public 'ever!
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0anguage ' yes I can hearyou too@ )atch your language & tone o# voice
+thers are watching an% getting impressions o#you
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2ing 7ones@@
:onJt use lou% an% annoying ring tones
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.ulti-tas"ing**
Never multi-tas" by ma"ing calls while shopping$ban"ing$ waiting in line or con%ucting other personal
business!
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1ersonal vs! Business
Never ta"e a personal call %uring a businessmeeting!
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I# you have too
I# you must answer a cell phone in a public setting$answer an% tell the person to hol% a minute whileyou remove yoursel# #rom the room!
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.anner .o%e
(lways "eep your phone on manner mo%e when in apublic event such as a convention or meeting!
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rowing an extra ear@
:o not grow too attache% to your cell phone
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7han" you