Skillsoft Online Course Offerings

These trainings are available for County and Regional Training and Development

Consortium employees.

County/City LMS Consortium Employees: Register via LMS at www.smcgov.org/LMS These sessions will be listed under “Online” subject category on the LMS Home Page

City Consortium Employees not on LMS: Please register via your Training Coordinator to be proxy enrolled into the sessions

Mandatory Evaluation: A completed evaluation is required to get credit for these courses. Following a course session:

1. Go to the “Learning” tab

2. Click on “View Your Transcript”

3. Find the online course title and click on EVALUATE

Minimum System Requirements for Online Training: Please visit http://documentation.skillsoft.com/ikb/index.htm?toc.htm?21054.htm to view the

minimum system requirements.

Computer Training

Getting Started with Excel 2010 Excel 2010 is the newest version of Microsoft's comprehensive spreadsheet tool that offers features that

support a wide range of functions. The Ribbon menu is unique to Microsoft Office and stacks the many

features of Excel into related tabs, making it easy to quickly access the ones you need. Backstage view is

a streamlined gathering of all file-level tools, such as those used for saving, printing, and sharing your

files. This course explores these topics and many other basics of Excel 2010, including opening the

application, creating new spreadsheets, entering data and, AutoFill features. It also provides an

introduction to the many tools that will help you create and use your spreadsheets productively.

Getting Started with Outlook 2010 Outlook 2010 is the latest release of Microsoft’s primary messaging client. Outlook provides all of the

tools necessary to manage e-mail, scheduling , tasks, and communication. The Outlook 2010 interface

has been updated and now uses the ribbon instead of menus, which makes it easier to locate the

commands you need. This course addresses the basic features and functionality of Outlook 2010,

including an introduction to the redesigned interface, how to create e-mail messages, and view and

reply to incoming e-mails.

Getting Started with PowerPoint 2010 PowerPoint 2010 is a presentation program that allows you to create professional-looking slide-show

presentations. This course provides an introduction to the main components of the PowerPoint 2010

interface. It covers opening and saving a presentation, working with slides, formatting text and text

boxes, and using templates and themes to create professional looking presentations.

Getting Started with Word 2010 Word 2010 is the newest version of Microsoft's dynamic word processing tool and it offers features that

allow you to create attractive and engaging documents. The Ribbon menu, which is unique to Microsoft

Office, organizes Word’s many features into related tabs and makes it easier to quickly access those you

need. The new Backstage view provides a single streamlined 'stage' for all file-level tools, such as those

used for saving, printing, and sharing your files. This course explores these topics and many other basics

of using Word 2010, including opening the application, creating new documents, and an introduction to

the many tools that will help you create and edit your documents.

Introduction to Project Management using Project 2010 The role of Project Manager is an important position in virtually any organization. The move from

traditional project management to using project management software can help any project manager

become more efficient and successful. This course provides an overview of project management

fundamentals, including the stages of a project lifecycle, the basic project management processes, and

how Microsoft Project 2010 project management software benefits both the manager and the project

itself.

Managing Attachments, Graphics, Signatures, and Autoreplies in Outlook 2010 Using Outlook 2010 you can now create e-mail messages that include compelling visuals and graphics

that capture the reader’s attention. You can also attach and format screenshots from your computer to

better convey ideas in your message. This course discusses working with attachments in Outlook 2010 as

well as including graphics, tables, symbols, and links in your messages. How to add signatures to e-mail

and auto replying to messages that you receive are also covered.

Moving and Getting Around in Excel 2010 While it can look complicated and daunting, navigating the Excel interface isn't as difficult as it first

appears. This course will show you how to move around the Excel interface using the various keys on

the keyboard, such as the Home and End keys, and Ribbon commands. The course also covers the ways

in which you can view and arrange workbooks and worksheets to be the most useful and shows you

how you can access Excel's many Help features.

Moving Around in Word 2010 Word 2010 offers a variety of intuitive navigation features that help you move around and find your way

through documents, whether they're a few pages or hundreds of pages long! This course explores basic

navigation features such as scrollbars and keyboard keys, along with built-in tools such as the new

Navigation Pane. This pane combines features of the Document Map, thumbnails, and Search features

found in earlier versions of Word into one, easy-to-use interface. The course also demonstrates how to

use Word's Full Screen Reading view to page through a file as if it were a printed document, and how to

use Word's Outline view to organize your document.

Office 2010 New Core Features With the release of Microsoft Office 2010, Microsoft has focused its suite of products to meet the ever-

changing needs of its end users – both corporate and individual. Using Office 2010, you can share

information seamlessly with an individual in the office next door or around the world, and access

information anywhere, anytime using mobile devices. Office 2010 includes new graphic and video

editing and creation tools to enable you to create visually stunning presentations and documents. Office

2010 provides increased flexibility for analyzing and storing data, managing e-mail messages and

contacts, and customizing the interface the way you want it. This course explores key new features and

enhancements in the Office 2010 suite of products. It also introduces product-specific new features and

enhancements in the 2010 releases of Word, Excel, PowerPoint, and Access. These new and enhanced

features include Office Backstage, Live Preview Paste, Sparklines, Slicers, graphic and video creation and

editing tools, PowerPoint Broadcast Service, screenshot capture and clipping tools, Web Apps and Office

Mobile.

The New Office 2010 Interface, Word 2010, and Excel 2010 Within the two Microsoft Office Suite releases available since Office 2003, Microsoft has implemented a

number of functionality and interface changes and introduced several new features. The overall Office

interface has been changed substantially with the introduction of the Ribbon in Microsoft Office 2007,

and collaboration and anywhere access to Office files is a major theme in the Microsoft Office 2010

release.

Customer Service

Customer Service Confrontation and Conflict How do you handle angry and confrontational customers? One of the most challenging, and potentially

uncomfortable responsibilities of a customer service person is dealing with angry customers. By

following a few simple techniques such as letting the customer vent, and expressing empathy towards

the customer's situation, you can usually defuse tense situations without incident. This course explores

typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and

things customer service people should refrain from saying or doing to avoid adding to the customer's

frustration. Suitable for anyone that wants to develop or refresh their customer service skills.

Customer Service Fundamentals: Building Rapport in Customer Relationships Good customer service and strong customer relationships begin with building rapport. Building rapport

requires knowing your customer, understanding their situation, and providing an empathetic ear for

them to voice their concerns. Building rapport can lead to great customer relationships between

individuals as well as the company they represent. This course covers how to build rapport with

customers by being customer-focused. This includes being able to connect with your customers, being

positive, paying close attention to customers' needs, and understanding their feelings by empathizing

with them. Designed for individuals who want to develop or refresh their customer service skills.

Customer Service over the Phone Can you hear a smile over the phone? When you're providing customer service over the phone without

the benefits of face-to-face interaction with your customer it can be challenging to establish the right

relationship for excellent service. Just like for face-to-face customer service, there are many techniques

for service over the phone that can help you to consistently deliver the best customer service. This

course covers the basic rules for answering a customer call including greeting the customer and offering

your assistance. It includes information on how to make a good impression by listening and using

questions to probe for more information, using your tone, and being able to empathize and be sincere

with the customer. This course also describes ways of reflecting or adapting to your customer's style. In

the end, customer service should focus on how to better serve and benefit the customer. Materials

designed to support blended learning activities aligned with this course are available from the Resources

Page.

Diversity and Cultural Competency

Diversity on the Job: Diversity and You Just as organizations must respond to demographic and social changes that introduce new languages,

cultures, values, and attitudes to the workplace, so must you as an individual. To understand and

appreciate diversity, you must develop an understanding of yourself and the ways in which you and

others view the world. Your ability to use a variety of strategies to effectively deal with diverse

situations in and out of the workplace is very important. Equally important is the ability to share these

effective strategies openly, to leverage the diversity that exists within the organization. This course

identifies strategies to help you become aware of your attitudes toward diversity; increase your

acceptance of diverse cultures, people, and ideas; and become an advocate for diversity within the

workplace. For anyone who has an interest in cultivating their understanding of diversity in the

workplace.

Managing Workforce Generations: Introduction to Cross-generational

Employees More than ever, managers appreciate how diversity brings value to an organization. Managed correctly,

a diverse workforce, including members from different generations, enhances performance and

productivity. The generation in which you grow up is a key influence on your adult behavior, and the

different characteristics of each generation can strengthen an organization if properly managed. But

stereotypes are pervasive and divert attention from the positive roles that different generations bring to

the workforce. Understanding people from different generations prepares managers for the challenges

of generational diversity and is a crucial first step in creating a positive work environment. This course

describes the common characteristics of the four main generations in the workforce: the Traditionals,

Baby Boomers, Generation X, and the Millennial Generation. It also introduces the benefits of cross-

generational teams.

Managing Workforce Generations: Working with a Multigenerational Team Managing a multigenerational team requires a clear understanding of the diversity of your employees

and the strategies needed to help your team benefit from their differences. A generationally diverse

workplace has the potential for conflict between younger and older workers, but if you tap into the

potential of this diversity and view differences as strengths, you will create a more productive,

collaborative, and innovative work environment. This course reviews the potential sources of conflict

within a generationally diverse team, including differences in approaches to work and communication. It

also covers strategies for managing a multigenerational team in a way that ensures your team members

regardless of differences in approach feel included, respected, and supported. This course also describes

how to implement a mentoring program that takes advantage of the varying experiences and

perspectives of multiple generations.

Finance and Administration

Basic Accounting Principles and Framework Accounting and finance are the universal languages of business, and their functions form the core of

most organizations. The accounting function sets up the bookkeeping system, monitors it, prepares and

presents the financial statements to management, and interprets them as needed. Bookkeeping is a part

of the accounting function and involves the mechanical aspect of recording, classifying, and summarizing

transactions in account books and posting them to respective financial statements. Apart from the

statutory importance, accounting data is very critical to any organization's decision and control system.

Managers, decision makers, external stakeholders, and interest groups take the basic accounting data,

mix them with other external and supplementary information, and produce meaningful information

used for decision making and control purposes.

Leadership Development

Facilitating Collaborative Processes In order to develop better and more successful solutions to work-related issues, you need to engage

employees in collaborative processes such as planning, decision making, and problem solving. And to do

this well, you must be a good facilitator. This course describes how to support collaborative processes by

drawing on the principles of facilitation. These principles include empowering employees to engage with

work and take responsibility, encouraging them to be creative, sharing relevant information openly and

honestly, and helping employees see connections between their work and the work of others. The

course describes how to apply these and other principles in collaborative sessions. In particular, it

examines visioning sessions, where you want employees to contribute their ideas on what an ideal

future looks like, and decision-making sessions, where you need to guide employees to reach a

consensus about an important issue.

First Time Manager: Challenges High expectations are often placed on first-time managers. Along with these expectations comes the

pressure to succeed and the need to prove you belong in a management position. Establishing credibility

early and building new working relationships can go a long way in helping a first-time manager succeed

in adjusting to his or her new responsibilities. This course describes ways to establish credibility and

manage former colleagues effectively. Materials designed to support blended learning activities aligned

with this course are available from the Resources Page.

First Time Manager: Understanding a Manager's Role Most new managers don't realize how much their new role differs from that of an individual contributor.

Often, they have misconceptions about what managing entails, and they may be surprised to learn that

the skills and methods required for success as an individual contributor and those needed for success as

a manager are very different. This course describes some of the myths about management and their

corresponding truths in order to clarify what managers really do. It also points to the typical demands

and constraints of a manager's job. Finally, it describes strategies for dealing with common mistakes of

first-time managers.

Generating Creative and Innovative Ideas: Enhancing Your Creativity What makes a person creative? Do you consider yourself creative? Certain personal characteristics have

been linked with creativity for example, a willingness to take risks, the ability to connect diverse ideas,

and open-mindedness. And most important, perhaps, is believing that you are creative. Many people get

stuck because they think 'I'm not a creative person.' But everyone has creative potential. Understanding

the characteristics you possess that boost your creativity and those that inhibit it can help you enhance

your creative output in the workplace. This course explores the essential attributes of a creative person.

It also describes barriers to creativity and how to overcome these. In addition, it demonstrates how you

can enhance your creativity in the workplace. Materials designed to support blended learning activities

aligned with this course are available from the Resources Page.

Leadership Essentials: Building Your Influence as a Leader Why is it so hard to get people to agree to a good idea? Why are some leaders constantly faced with

challenges and objections? Reaching agreement as a leader does not mean you should manipulate or

force people to accept your ideas and accomplish your objectives; there are ethical ways for leaders to

successfully build influence. Leaders attempting to influence and persuade others are faced with the

challenges of navigating through organizational politics. An effective leader recognizes that

organizational politics can provide positive ways to influence others in order to accomplish goals.In this

course, you will be guided through numerous methods and strategies for effectively influencing a team

to accept your ideas. You'll be introduced to the importance of political awareness and the essential

skills involved in using positive politics and avoiding negative politics when persuading others. You'll also

have an opportunity to practice methods for influencing effectively and ethically. For supervisors,

managers, directors, and individuals wanting to develop their leadership skills.

Leading Teams: Dealing with Conflict Successful teams are characterized by having a clear direction, trust among team members, effective

communication, and the ability to quickly resolve conflict. In the early stages of team development,

leaders must set up structures and processes that support the development of these team

characteristics. Effective leadership is particularly required during the Storming stage of team

development when conflict tends to be at its highest. The survival of the team depends on a team leader

who can quickly recognize conflict, diagnose its cause, and use strategies to resolve the issue. In doing

so, the leader restores trust and positive working relationships among team members. This course offers

you an understanding about what causes conflicts on a team and the important role of healthy

communication in handling conflicts. It presents many best practice approaches to resolving conflicts

and illustrates the tenets of principled negotiation. By learning the principles and strategies presented in

this course, you will have the skills to keep your high-performance teams away from destructive

patterns of conflict and on track to achieving their goals. Materials designed to support blended learning

activities aligned with this course are available from the Resources Page.

Leading Teams: Fostering Effective Communication and Collaboration You have a team established and everyone is committed to the team goals. However, a common focus is

not always enough to help your team achieve success. You must ensure that team members can

communicate with you and with one another, and that they will work as a team rather than as

individuals. This course outlines the importance and benefits of promoting team communication and

collaboration. It covers techniques for encouraging effective communication by employing a favorable

communication style and ensuring the team profits from team meetings. The course also introduces

strategies that team leaders should implement to encourage team collaboration, including fostering

shared ownership and stressing the team orientation. Materials designed to support blended learning

activities aligned with this course are available from the Resources Page.

Managing Change: Building Positive Support for Change It's often said that people don't like change. But when it comes to organizational change, employees are

genuinely interested in making things better an improvement in processes, systems, functions, or

services most likely translates into direct improvements for the employee too. But employees cannot

support change and recognize its benefits without first understanding how it impacts their tasks,

processes, or roles. Employees and people in general empowered with knowledge, understanding, and a

clear vision of the future state will not only welcome change, but embrace it. In this course, you'll learn

about the importance of building a motivating atmosphere that supports organizational change, and the

importance of creating short-term wins and vision. The course highlights techniques for listening to your

employees during change initiatives such as encouraging open communication, listening to employees'

feelings, checking for understanding, and taking employee input into consideration. The course also

covers actions you can take to support individuals through change initiatives, including coaching for

change, making sure employees are empowered with the critical knowledge and skills necessary,

considering individual characteristics of your employees, and being flexible. Designed for any manager

or leader who has an interest in or will manage or lead organizational change.

Talent Management: Basics Would you be able to define talent management if someone asked you what it was? And would you be

able to explain why it should be a top priority for organizations? Talent management focuses on

recruiting, hiring, developing, and retaining the right talent to drive an organization's performance. This

course helps clarify talent management's key role in helping an organization perform at its peak. It

introduces and defines talent management, describing key concepts related to it. It also points to why

effectively managing talent is so important. In addition, this course identifies the key activities

associated with talent management and describes the roles played by managers in implementing a

talent management strategy.

The Voice of Leadership: Effective Leadership Communication Strategies How effectively leaders accomplish the objectives of sharing vision and plans, delegating, coaching, and

motivating people depends on how well they can adapt their leadership communication style to suit the

situation. Leaders who adopt a complementary style that helps communicate their objective increase

productivity, company morale, and the overall success of the organization. This course covers the role of

communication in leadership and how leaders can effectively communicate their objectives to their

teams. It considers the appropriate leadership communication styles that can be implemented for

various leadership objectives and the communication skills needed to achieve these objectives.

Professional Development

Basic Presentation Skills: Planning a Presentation Even the most seasoned public speakers can experience nerves before a major presentation. The

successful ones, however, have learned how to make those nerves work for them. Positive concern

about the impact of a presentation can spur presenters to raise their game, enabling them to get the

desired results. For example, a presentation can be immeasurably improved if you devote sufficient time

and attention to three key steps - analyzing your audience, organizing your ideas, and selecting an

appropriate presentation method. This course describes how to plan effectively for a presentation by

carrying out these steps.

Being an Effective Team Member A truly effective team is equal to more than the sum of its parts. And it takes the dedication of every

member of the team. Effective team members go beyond themselves and their personal desires and

goals. If you want to be an effective team member, your challenge is to put the team first, which means

maximizing your contributions to help the team accomplish its purpose.This course covers strategies and

techniques to help you become an effective and valued member of your team. Specifically, you'll

explore ways for adopting a positive approach to being on a team, like recognizing the benefits of

working on a team and learning to tolerate team member differences. You'll also learn how to work

proactively and collaboratively with members of your team as you achieve your team's goals. For all

levels of employees and anyone who participates on any type of team.

Developing the Capacity to Think Strategically Do you look at organizational opportunities and problems from a broad perspective? Do you keep in

mind the potential impact your decisions and everyday business may have on other stakeholders in and

outside the organization? Do you take a holistic view of the issues you face in your day-to-day activities?

A strategic thinker does all these things and, by doing so, helps an organization reach its strategic goals.

But strategic thinking isn't just for top executives. It's important that all functional managers,

departmental leaders, and professionals in an organization learn how to think strategically. It can help

them better manage their business units. With the goal of helping you to develop your capacity to think

strategically, this course describes what strategic thinking is in particular, how it differs from operational

thinking and strategic planning. It explores the personal traits of effective strategic thinkers, as well as

some barriers to strategic thinking. And it describes ways you can help develop your capacity for

thinking strategically by recognizing the importance of being creative, being prepared to deal with the

complexity of different levels and views, and being aware of what's going on inside and outside your

organization.

Generating Creative and Innovative Ideas: Maximizing Team Creativity Is creativity within everyone's grasp? Does creativity come naturally within a team, or is this a skill that

some learn and others don't? Like anything, creativity and innovation can flourish when cultivated with

the right tools.

Interpersonal Communication: Listening Essentials Sir Winston Churchill said 'Courage is what it takes to stand up and speak; courage is also what it takes

to sit down and listen.' Effective listening takes more than just courage; it also takes constant learning

and practice. To prepare for effective listening, you need to identify and overcome the barriers that

stand in the way of effective listening. You also need to be an attentive, empathetic, and active listener.

When you engage in the technique of active listening, you focus your attention completely on the

speaker, listen carefully for meaning, then use feedback to verify that you've correctly understood the

communication.This course explores the benefits and challenges of effective listening and demonstrates

how active listening techniques enhance the effectiveness of your listening skills. It takes you through

the various levels of listening and outlines behaviors and thought patterns that demonstrate active

listening techniques. Finally, it highlights the important skill of providing listener feedback to

demonstrate or clarify understanding of the speaker's communication. Individuals who want to develop

or refresh their interpersonal communication skills.

Personal Productivity Improvement: Managing Your Workspace Business professionals know how difficult it can be to juggle multiple tasks, and often deal with an influx

of paperwork and requests each day. When the workday begins, it can be challenging to know where to

start, and employees often become overwhelmed. A major contributor to these feelings can be a

disorganized workspace. If you work in a state of chaos, your mind will follow. By becoming more

organized, you can also become more productive and avoid procrastination. This course provides

business professionals with the information they need to implement positive changes in their working

space. It addresses the overwhelming nature of tackling a space that's piled-high with paper, has a

disorganized physical or digital filing system, or is overrun with e-mails. You'll begin the process one

small area at a time until they have created a well-functioning, productive workspace. Once this is

achieved, you'll also be reminded that workspace management is an ongoing process, rather than an

event - that is, improvements must be maintained.

Project Management Fundamentals The evolution of business strategies has increased the importance of management having a thorough

understanding of the products they produce. More and more employees are getting promoted from

within to become project managers as they fully understand what they are trying to produce and how

best to meet the quality and quantity requirements set forth by upper management. Project

management, as a process, is the supervision and control of the work required to complete the project

deliverable. Using established project management processes, coupled with the experience and skills of

experienced workers, has allowed employers to adjust their mind-set when developing management

and leadership skills from within. This course will enable someone who is not a professional project

manager to learn the fundamentals of project management so he will be able to manage projects

related to his area of responsibility within the organization. This course is targeted toward a diverse

range of managers and staff members who wish to acquire the necessary skills to successfully manage

small to medium sized projects.

The Impact of Situation and Style When Communicating with Diplomacy and

Tact Communicating with diplomacy and tact is more than a skill. It requires an awareness of your

environment and style, and an ability to adapt to different situations. In this course, you'll see how

conversations with different people in different situations can impact how you deliver your message, in

terms of respect and sensitivity. By exploring the impact of environment, relationships, and

communication style, this course shows you how to recognize the delicacy of different situations. It also

demonstrates how you can adjust or adapt your communication style to ensure you communicate with

diplomacy and tact.

Time Management: Analyzing Your Use of Time Do you have too much time on your hands? With all of the pressures of modern life, so few people

today do. In order to preserve your time, you have to know how to manage it. And the first step in

learning how to manage time well is to understand how you make use of it now. This will help you

determine where can you be more efficient. This course focuses on ways to analyze your current use of

time. It covers how to use a time log to document and then assess your time use. It also describes how

your energy levels and personality affect how you manage time, and outlines ways to better manage

time in accordance with your personality type and energy cycle. This course is designed for individuals

who want to develop or refresh their time management skills.

Time Management: Planning and Prioritizing Your Time Managing time effectively entails analyzing your goals, breaking those goals into tasks, and then

prioritizing those tasks. This isn't always easy or clear cut, given the number of tasks you may need to

complete. But if you set clear and measurable goals and then develop an effective to-do list, you'll find

prioritizing your many tasks is easier. And, in the end, you'll manage your time better.This course

focuses on ways to prioritize your workload. It discusses how to prepare a useful to-do list and prioritize

the items on it. The course also outlines how to sequence and queue tasks to help improve your time

management. Finally, it describes how to estimate time frames so you can schedule your tasks

effectively and meet your deadlines. This course is designed for individuals who want to develop or

refresh their time management skills.

Written Communication

Business Writing: How to Write Clearly and Concisely People who have no problem communicating clearly when they speak sometimes struggle to make

themselves understood when they write. That's because the ability to write clearly and concisely is a skill

that requires effort to master. Acquiring this skill gives you the tools to create effective business

documents for readers who lack the time or the patience to search for essential information buried in

long, rambling e-mails or reports. Writing clearly also entails organizing content logically and

appropriately for the subject and reader. Clear and concise sentences get you part of the way. But you

need to organize these into coherent paragraphs that convey the relevant information in the most

effective way. This course describes ways to make your writing more clear. Specifically, it covers the

importance of using short, familiar words, appropriate connotations, concrete and specific language,

and transitional words and phrases. The course also discusses ways to be more concise and explains

some best practices for organizing content logically and appropriately.

Business Writing: Know Your Readers and Your Purpose To write effective and appropriate business messages, you need to know your readers. Are you

addressing multiple readers or a single reader? How much knowledge do your readers have of your

subject, and what issues concern them most? These are just some of the questions to consider before

you start writing your message. Closely tied with knowing your readers is knowing your purpose for

writing. Do you need to inform customers about a new policy, or do you need to persuade employees to

adopt a new business practice? Knowing your purpose will focus your message, making it clear to

readers why it is important to them. In addition, identifying who your audience is and what your

purpose is will guide you in selecting an appropriate tone for your business message. Tone is a

significant element in writing one that affects how the reader will respond to your message. Tone refers

to the writer's attitude toward the reader and subject matter as expressed in the way the message is

written. Have you ever received a memo that annoyed you by its tone? For example, it might have been

patronizing or too familiar. The key to controlling the tone of your writing is to put yourself in the place

of your reader. And you need to carefully choose the words that will create the right tone for your

message. When you know who your readers are and what your purpose is, you can tailor your tone to

suit them. This will help you create more effective business messages. This course addresses ways to

identify your readers and to create messages that convey the appropriate tone for different reader

roles. It also outlines how to write effectively for the three most common reasons for writing a business

document to inform, respond, or persuade.

Using E-mail and Instant Messaging Effectively In today's fast-paced world, information is sent and received more rapidly than ever before. But how do

you ensure that the messages you are sending are effective, acceptable, and will be taken seriously? The

use of proper e-mail etiquette is the cornerstone for ensuring your message gets across quickly,

appropriately, and concisely.