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Communication Etiquette

Introduction to Business & Marketing February 24, 2012. Communication Etiquette. 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.

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Communication Etiquette

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  1. Introduction to Business & Marketing February 24, 2012 Communication Etiquette

  2. 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…

  3. Objectives • Understand general etiquette rules for various communication channels. • Distinguish between professional and personal communication. • Analyze written emails for professionalism.

  4. Telephone Etiquette

  5. Answering Your Phone • Identify yourself! • Speak clearly & enunciate your words. • No eating or chewing • Conclude all calls.

  6. Taking Messages • Have a current and clear greeting on your voicemail box. • Take complete messages & deliver them promptly.

  7. Computer Etiquette

  8. Sharing Computers • Keep a tidy work area. • Keep computer noise down. • Respect privacy & be courteous. • Log off when you are finished /leave.

  9. Email Etiquette a.k.a. “netiquette”

  10. Netiquette Rule #1 • Do not mix personal emails with professional emails! • Email belongs to the organization – it is NOT private.

  11. Professional Emails This is not a casual message you would send to a friend! • Be very careful with humor. • Proofread! Be extra careful about spelling and grammar. • Use polite & courteous language. • Be conservative with abbreviations and emoticons.

  12. Personal Emails • Never forward personal messages. • Jokes • Email chains • Personal opinions • Be careful of spamming!

  13. Netiquette Rule #2 • DO NOT USE ALL CAPS FOR MESSAGES! • This comes across as yelling. • If emphasis is needed, try italics, bold, underlining…

  14. Netiquette Rule #3 • Be courteous and conscious of the other person’s time. • Make your messages short and clear.

  15. 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.

  16. Netiquette Rule #5 • Always include a signature. • Include your contact information. • Sometimes your signature may be informal.

  17. Other Netiquette Tips…

  18. Reply • Reply only to those who need feedback. • Use the Reply Allbutton sparingly. • If you receive misdirected emails, let the sender know.

  19. Subject Lines • Be descriptive! • This may be the only part of your email that the recipient sees. • Never leave blank.

  20. The Message • Use short sentences and short paragraphs. • Use bullet lists to break up long passages. • Be professional! • Grammar & Spelling • Punctuation • Capitalization

  21. Tone Be aware of tone • Short, curt responses may indicate anger. • Sarcasm does not work well without body language indicators.

  22. 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.

  23. Email Etiquette Activity Looking for professionalism…

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