Email and Other Traditional Tools for Business Communication Chapter 7 © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Most Effective Communication Channels for Coordinating Work For nearly two decades, email has been the primary written business communication tool. In Table 7.1 , you can see that in a recent study, it ranked second in effectiveness among communication channels for coordinating work. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Creating Effective Emails Email communication is the primary form of written business communication. Most analysts expect it to be the primary tool for at least the next five to ten years in most companies Email communication is the primary form of written business communication. Most analysts expect it to be the primary tool for at least the next five to ten years in most companies. Writing effective emails involves applying principles of writing style discussed in Chapters 5 and 6. It also involves adapting to the unique characteristics of email. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Principles of Effective Emails Use for the right purposes. Ensure ease of reading. Show respect for time. Protect privacy and confidentiality. In this section, we explain basic principles for using emails effectively, including the basic components that ensure ease of reading. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Principles of Effective Emails Respond promptly. Maintain professionalism and appropriate formality. Manage emotion effectively. Avoid distractions. Then, we focus on managing emotion and maintaining civility in electronic communications. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Use Email for the Right Purposes Email communication has few constraints (low cost, little coordination) and high control (the writer can think them out carefully, and they provide a permanent record) It is rarely appropriate for sensitive or emotional communication tasks. It is also inefficient for facilitating discussions Email communication has few constraints (low cost, little coordination) and high control (the writer can think them out carefully, and they provide a permanent record). Yet because it is not a rich form of communication, it is rarely appropriate for sensitive or emotional communication tasks. It is also inefficient for facilitating discussions. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Ensure Ease of Reading Provide a Short, Descriptive Subject Line Keep Your Message Brief Yet Complete Clearly Identify Expected Actions Provide a Descriptive Signature Block Use Attachments Wisely In all written communication, ensuring ease of reading is critical. It is even more critical in emails and other digital messages. Simply put, your readers are unlikely to read your message unless you make it easy for them. use the following tips to ensure ease of reading in your emails. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Less-Effective Email Compare the ease of reading in the less-effective and more-effective examples of emails in Figures 7.1 and 7.2 . Think about how quickly a reader can process the information. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

More-Effective Email Compare the ease of reading in the less-effective and more-effective examples of emails in Figures 7.1 and 7.2 . Think about how quickly a reader can process the information. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Show Respect for Others’ Time Select Message Recipients Carefully Provide Timelines and Options Be Careful about Using the Priority Flag Let Others Know When You Will Take Longer than Anticipated to Respond or Take Action Avoid Contributing to Confusing and Repetitive Email Chains In the business world, where time pressures can be overwhelming, you can engender goodwill by writing emails that are professional, relevant, easy to read, and other-oriented. To show your respect for others when sending email, consider the following advice: Select Message Recipients Carefully Provide Timelines and Options Be Careful about Using the Priority Flag Let Others Know When You Will Take Longer than Anticipated to Respond or Take Action Avoid Contributing to Confusing and Repetitive Email Chains © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Appropriate Response Time to Emails One recent study of business professionals found that nearly all business professionals expect an email response within one day (see Figure 7.3 ). Younger professionals are more likely to expect a response immediately. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Maintain Professionalism and Appropriate Formality Avoid Indications That You View Email as Casual Communication Apply the Same Standards of Spelling, Punctuation, and Formatting You Would for Other Written Documents Use Greetings and Names Generally, you are better off erring on the side of too much formality as opposed to too much casualness. Consider the following recommendations. Avoid Indications That You View Email as Casual Communication Apply the Same Standards of Spelling, Punctuation, and Formatting You Would for Other Written Documents Use Greetings and Names © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Manage Emotion and Maintain Civility Neutrality effect recipients are more likely to perceive messages with an intended positive emotion as neutral Negativity effect recipients are more likely to perceive messages that are intended as neutral as negative In the absence of face-to-face communications, emails tend to elicit either the neutrality effect or the negativity effect. The neutrality effect means that recipients are more likely to perceive messages with an intended positive emotion as neutral. That is, the sender may wish to express enthusiasm about an event, but the receiver decodes the information without “hearing” the enthusiasm. The negativity effect means that recipients are more likely to perceive messages that are intended as neutral as negative. The effects of emotional inaccuracy due to the neutrality and negativity effects can lead to conflict escalation, confusion, and anxiety. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Manage Emotion and Maintain Civility Flames emails or other digital communications with “hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization Cyber silence nonresponse to emails and other communications. People often feel comfortable writing things they would not say in person. In some cases, this sense of online freedom leads to flames, which are emails or other digital communications with “hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization The second aspect of asynchronous electronic communications that can lead to anger and frustration is cyber silence, which is nonresponse to emails and other communications. During the nonresponse stage, message senders often misattribute explanations for the silence. They sometimes wonder if message recipients are purposely avoiding or even ignoring them. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Manage Emotion and Maintain Civility Cyber incivility violation of respect and consideration in an online environment based on workplace norms Active, passive Cyber incivility is the violation of respect and consideration in an online environment based on workplace norms Active incivility involves direct forms of disrespect (i.e., being condescending, demeaning, saying something hurtful). Passive incivility involves indirect forms of disrespect (i.e., using emails for time-sensitive messages, not acknowledging receipt of emails, not replying to emails). © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Manage Emotion and Maintain Civility Reinterpretation involves adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations Relaxation involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response. Reinterpretation involves adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations. When people are distressed, they often make extreme, subjective, and overly personal judgments. Relaxation involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response. People use a variety of methods to alleviate the physiological impact of anger, including counting to ten, taking time-outs, engaging in deep breathing, and looking for the humor in the situation © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Less-Effective Response to an Angry Email In the opening case, Jaclyn expressed frustration with a conversation she had with Haniz. Jaclyn, perhaps unwisely, fired off an angry email (see the bottom message in Figure 7.6), and Haniz responded (the top message in Figure 7.6). © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Manage Emotion and Maintain Civility Defusing involves avoiding escalation and removing tension to focus on work objectives. Defusing involves avoiding escalation and removing tension to focus on work objectives. You can take several steps to defuse the situation when you receive an uncivil email. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

More-Effective Response to Defuse an Angry Email Email is rarely an effective communication channel to air complaints or to discuss emotionally charged issues. Figure 7.7 presents a more effective response from Nancy to this exchange. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Texting in the Workplace Texting is a relatively new and undeveloped form of communication in the workplace, and attitudes toward it vary significantly Many professionals consider texting in the workplace as impersonal, uninteresting, rude, intrusive, or inadequate. Texting is a relatively new and undeveloped form of communication in the workplace, and attitudes toward it vary significantly. Many professionals consider texting in the workplace as impersonal, uninteresting, rude, intrusive, or inadequate. On the other hand, many professionals associate texting in the workplace with exactly the opposite qualities: warm and personal, nice, fun, inviting, and helpful. So, texting requires a lot of judgment. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Texting in the Workplace Use Texts for Simple and Brief Messages, Not for Conversations Make Sure Your Tone Is Positive, Supportive, and Appropriately Fun Don’t Ask Questions You Can Get Answers to Yourself Be Careful about Abbreviated Language, Emoticons, emojis, and Acronyms As you text with colleagues and other contacts, consider the following tips: Evaluate the Meta Message of a Text Use Texts for Simple and Brief Messages, Not for Conversations Make Sure Your Tone Is Positive, Supportive, and Appropriately Fun Don’t Ask Questions You Can Get Answers to Yourself Be Careful about Abbreviated Language, Emoticons, and Acronyms © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Texting in the Workplace Texts can be a particularly effective way to send quick notes of support, congratulations, and appreciation to close colleagues (see Figure 7.8). In Figure 7.9 you will notice how Haniz uses a text to tell Jaclyn the location of a business meal. Haniz uses complete sentences and standard language conventions, while Jaclyn uses abbreviated language and acronyms. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Texting in the Workplace Avoid Sarcasm and Jokes in Most Cases Avoid Rescheduling Meeting Times or Places Consider Turning Off Sound Alerts for Incoming Texts/Emails Identify Yourself Clearly End the Texting Exchange Avoid Personal Texts during Work Hours Also consider: Avoid Sarcasm and Jokes in Most Cases Avoid Rescheduling Meeting Times or Places Consider Turning Off Sound Alerts for Incoming Texts/Emails Identify Yourself Clearly End the Texting Exchange Avoid Personal Texts during Work Hours Avoid Sending Texts after Work Hours Establish Rules with Your Colleagues for Texting in Meetings Manage Your Emails and Texts to Avoid Distractions © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Texting in the Workplace Texting can be used to prompt team members about topics to cover, give quick updates as needed to team leaders, ask for information from colleagues or clients outside of the meeting, and assist teammates in a variety of ways (see Figure 7.10). Some organizations’ cultures encourage this, whereas others strictly discourage it. So, pay attention to the culture of texting at your company. Of course, even where texting is encouraged in meetings, it can also be abused (see Figure 7.11). © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Manage Your Emails and Texts to Avoid Distractions Check digital messages just two to four times each day at designated times. Turn off message alerts. Use rich channels such as face-to-face and phone conversations to accomplish a task completely. Reply immediately only to urgent messages. Avoid unnecessarily lengthening an email chain. Use automatic messages to help people know when you’re unavailable. Consider the following guidelines: Check digital messages just two to four times each day at designated times. Turn off message alerts. Use rich channels such as face-to-face and phone conversations to accomplish a task completely. Reply immediately only to urgent messages. Avoid unnecessarily lengthening an email chain. Use automatic messages to help people know when you’re unavailable. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Building Connections with Phone Conversations Schedule and Plan for Your Phone Calls Ensure Quality Audio Open with a Warm Greeting and Use Your Caller’s Name After Brief Small Chat, Direct the Conversation to the Issues at Hand Speak with a Pleasant, Enthusiastic Voice Keep in mind the following guidelines for one-to-one calls in the workplace Schedule and Plan for Your Phone Calls Ensure Quality Audio Open with a Warm Greeting and Use Your Caller’s Name After Brief Small Chat, Direct the Conversation to the Issues at Hand Speak with a Pleasant, Enthusiastic Voice © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Building Connections with Phone Conversations Share Conversation Time Equally Apply the Rules of Active Listening and Avoid Multitasking Take Notes on Important Points and Summarize Next Steps at the End of the Call Close with Appreciation Follow Up on Agreements Also follow these guidelines: Share Conversation Time Equally Apply the Rules of Active Listening and Avoid Multitasking Take Notes on Important Points and Summarize Next Steps at the End of the Call Close with Appreciation Follow Up on Agreements © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Sample Meeting Request and Agenda for a Phone Call Like other forms of business communication, think ahead about your key discussion topics and points. Many phone conversations are much like meetings, so consider sending an invitation with an agenda to your conversation partner (see Figure 7.12 for an example). © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Sample Follow-up Message with Action Items Consider sending a message within a few hours of your call while the conversation is still fresh in your minds (see Figure 7.13 as an example). This dramatically improves the likelihood that you will accomplish your shared objectives. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Participating in and Leading Group Voice and Video Calls Practice Using the Technology before the Group Call Use Your Webcam Effectively Use Interactive Tools Wisely Start the Call with Purpose and Take Charge Follow the Guidelines of Effective Virtual Meetings Many of the tips that we discussed for one-to-one calls apply, as do the guidelines for effective virtual meetings discussed in Chapter 3. In addition, consider the following tips. Practice Using the Technology before the Group Call Use Your Webcam Effectively Use Interactive Tools Wisely Start the Call with Purpose and Take Charge Follow the Guidelines of Effective Virtual Meetings © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.