Procedures

1. Procedures Understand appropriate business etiquette and business communication.

2. Business Etiquette

3. What Is Etiquette? The set of: • Rules • Forms • Practices established for behavior in a polite society or in official or professional life

4. Business Etiquette The rules of good workplace mannersFor example: Listening without interrupting the speaker.

5. Ways to Show Proper Etiquette In theWorkplace • Show up for work on time everyday • Be dependable, honest, trustworthy • Listen without interrupting • Be energetic and enthusiastic

6. Internet Etiquette • Netiquette describes good Internet behavior. These rules should be the same behavior you follow in real life. • visit: - http://www.albion.com/netiquette/corerules.html for more details

7. (Electronic Mail) Email Etiquette • Email is now the most common method of communication for many businesses.

8. Email Etiquette Tips • Use good manners when writing email messages as the email you send is a reflection of you and your company. • Use correct spelling. • Keep your message short. • DO NOT USE ALL CAPS! It looks like you are yelling.

9. Email Etiquette Tips(cont.) • Keep the tone appropriate to the situation. • If writing a personal note, feel free to use :-) happy faces or :-( sad faces. • Never send prank email. (Remember that your return address is automatically included in all correspondence.)

10. Proper Etiquette Tips - Posture Posture – the way you: • Sit • Stand • Walk • Turn your head Tells a lot about you!

11. Proper Etiquette Tips - Voice/Speech • Inflect your voice • Use proper diction to express yourself • Use appropriate body language and gestures • Maintain eye contact with audience

12. Did you know that Business Etiquette differs from one country to the next? What is considered acceptable social behavior and manners in one country may be unacceptable in another country.

13. United States Receiving a gift from a business partner could be seen as a bribe. Japan It is polite to refuse a gift once or twice before accepting it. Compare Differences in Business Etiquette Around the World

14. India Before getting down to business in India it is customary to have tea. Mexico Throwing documents on a table during a meeting is an insult. Compare Differences in Business Etiquette Around the World

15. Effective & Appropriate Business Communication

16. Receiver Sender What is Communication? The exchange of information between sender and receiver. Without a sender and a receiver there is no communication.

17. Communication Skills Basic skills are tools for getting information and sharing ideas. These skills are: • Speaking • Listening • Reading and • Writing

18. Speaking • Speaking is important; when you speak, you want your listeners to get your point. • You need to have a clear idea of your: • Purpose – goal/reason for speaking • Audience – the person or group to whom you are speaking. • Subject – Your main topic or key idea when you speak.

19. Tips For Good Speaking Habits • Connect With Your Audience – • Make eye contact with your listeners. • Address people by name if possible • Match Your Body Language to Your Message – • Check your Posture and facial expressions • Use appropriate gestures

20. Tips For Good Speaking Habits • Avoid Non-words such as “uh” and “um” • Stress Key Ideas With Inflection • i.e. The pitch or loudness of your voice. • Use Correct Pronunciation • Practice Enunciation • Be Enthusiastic and Positive

21. Listening • Listening is the other side of speaking. • We have to practice listening to become effective at it. There are two types of listening: • Active Listening • Passiveor TakingNotes

22. Active Listening Signs of Active Listening include: • Responding with full attention. • Focus on main ideas being communicated. • Use body language and facial expressions to respond – sit up straight, lean forward, smile, or nod

23. Listening In The Workplace Listening is one of the main activities in the workplace. Here are some listening skills you can practice in the classroom that will benefit you on the job.

24. Workplace Listening Skills • Jot down summaries in your own words • Focus on key words and main ideas (do not try to write down everything) • Note actions you need to take • Use bullets (), asterisks (*), and arrows () to show ideas that are related or connected.

25. Workplace Listening Skills • Review your notes fairly soon after you take them to be sure you understand the information. • If you can’t take written notes, make mental notes of important points.

26. Reading and Writing • Is there a day that goes by in school without reading and writing? • Reading and writing are very important basic skills needed in school and in the workplace.

27. Reading Techniques • Preview– read only the parts of a written work that outline or summarize its content. The table of contents is a good example of an outline. • Skimming– When you read through a book or document quickly, pick out main ideas and key points. • Context Clues – are hints about the meaning of unfamiliar words or phrases provided by the words surrounding them.

28. Writing Techniques Organize your writing – write an outline of what you have to say. • Watch your tone – Keep your audience in mind. • Proofread – Use Spell Checker to check for spelling and grammar errors. Have someone check your work with you for any errors. • Edit your work – make changes to your work until your message is clear. • Much of the advice for speaking well also applies to writing well (review slides #21-23).

29. Common Forms Of Business Writing • Memorandums (Memos) – used to communicate with others in the same office (Interoffice Memos) or with people outside the office who work closely with them. Memos are usually: • brief • focus on a limited topic • informal in tone

30. Memorandums • In the office today, printed memos are seldom used. • Memos today are primarily either: • Keyed in the body of an email message • Sent as an attachment to an email message

31. Electronic Mail – Email • The most common form of business communications to is email. • Email is also the fastest way to communicate with other people.

32. Business Letters • A formal method used to communicate with people outside the office such as: • Customers – people who buy products from and/or use the services the business provides. • Suppliers – people and other businesses that supply the goods for another business. • Business letters are usually printed on company letterhead or stationery

33. Reports • Purpose – • Address a topic at length. • A possible new project or • An ongoing project. • Reports also describe the results of research. • Key the title centered, in all caps two (2) inches from the top, QS after the title • Key th body in DS