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. Email vs. Phone 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 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%20 for%20Effective%20Email%20Communica tion http://careerplanning.about.com/od/comm unication/a/email_tips.htm

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