1. Introduction to Business & Marketing February 24, 2012

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. a.k.a. “netiquette” Email Etiquette

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 All button sparingly.Reply All  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. Looking for professionalism… Email Etiquette Activity