Professional Communication in the Workplace

1. Professional Communication in the Workplace Lance Kissler,Marketing & Communications

2. Outcomes • Overview of basic communication theory • Understanding phone etiquette • Learning the principles of proper email correspondence

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

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

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

6. Appropriate Response Time • Same day if possible • If a reply requires research or more information, follow up to confirm you’ve received the message and that you are working on a complete reply

7. 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

8. Transferring Phone Calls • Inform the person you are going to transfer them 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 to voice mail • Provide the caller with the person’s #

9. 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

10. Taking Messages • Ensure accuracy • Record: date/time, caller, contact info, organization/office, purpose of call, specific details • Tip: use a checklist to keep track of messages that require follow-up

11. 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

12. Forwarding Voicemessages • Record a summary/intro about the message • Inform the recipient if you have responded to the caller

13. 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)

14. 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

15. 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

16. 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

17. 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 to send large file attachments separately

18. Email: Assigning Priority • Priority settings: • Highest, High, Normal, Low, Lowest • Tip: generally send “Normal” and reserve “Highest” for messages that require an immediate response or attention • Not all email clients offer this function

19. Email: Grammar, Style, Etc. • Use appropriate grammar; avoid jargon; explain acronyms • Use punctuation • Double-check spelling • Formatting • CAPS Lock, bullets, numbering, bold & italics, font size, type & color, background • HTML vs. text-only • Refer to editorial style guide

20. 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

21. Email: Your Email Address • Select one that is easy to remember and identifies you • Pacific provides an “alias” option as an alternative to your PUNetID • Appropriate and professional words • Examples: • lancekissler@pacificu.edu • lance.kissler@pacificu.edu • lkissler@pacificu.edu

22. 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

23. Questions? Lance Kissler Director of Marketing Marketing & Communications, University Relations Pacific University 503-352-2007 lkissler@pacificu.edu