Effective Business Communication 1 Netiquette Email Internet Etiquette
Effective Business Communication 1
Netiquette = E-mail & Internet Etiquette • E-mail message - No nonverbal expression to supplement what we are “saying”. • Normal communication takes into account tone of voice, gestures, and proximity • Since this is absent – be very careful with email 2
Email Addresses What impression does yours leave? Ex. Ilovecookies@hotmail. com 3
Email Contacts • Organize contacts by first and last name • Makes you much more efficient and professional 4
Email Length • Brief and to the point • Preferably one page • Readers should not have to scroll 5
Content • Never use ALL CAPS! You will seem angry/rude. • Watch for typos • Use normal capitalization and punctuation • Use correct grammar & spelling • Avoid long sentences 6
Replying • Return emails in the same day that you would return a phone call • If you take longer than a day, apologize in your email. 7
Salutation • Write a salutation or greetings for each new subject email • If you are replying for the second, third, or fourth time, you do not need a salutation. 8
Subject Lines • Always use a subject line • Make the subject line meaningful • Example: “April 22 production team meeting agenda” instead of “meeting” 9
Signature • Always use a signature or name at the end • Include alternate means of contacting you • Office number • Cell number 10
Wording? • Use active words instead of passive (keep it simple silly) • Example: “I missed the phone call” instead of “The phone call was missed by me” • Example: “The accident made us late” instead of “We were made late because of the accident” 11
Privacy? • Emails = public documents • Only include those statements in email that you can openly defend 12
Attachments • Attachments: Title needs to make sense • Example: “Businessplanmeeting” instead of “Hereyougo” • Keep it professional! 13
Flaming? • Never “flame” someone. • Flaming = virtual term for venting emotion online or sending inflammatory emails. 14
Sensitive Issues? • • Never send an email about sensitive subjects. Examples: • • Disciplinary action Conflicts about grades or personal information unless asked to Concerns about fellow classmates/coworkers Complaints 15
Reply All • Be very careful http: //youtu. be/k. I 5 RLUM 8 Z 3 E 16
Forwards • Do not over use the forward button • It is better to copy and paste the content • It looks more professional! 17
http: //youtu. be/72 n. Syt. GIfg. I http: //www. youtube. com/watch? v=s 3 a. R 3 y. P 4 a. Kg Telephone Communication 18
Impressions? • How you conduct yourself on the telephone = face-to-face interactions 19
Answering the phone? “HELLO? ” Vs. “Hi, you have reached Sandhu Consulting and Life Insurance. This is (insert your name) (or [insert your name] speaking). How can I help you? ” 20
Guessing Game? • Identify yourself, office or organization in as few words as possible 21
Tone • Cheerful and considerate attitude toward each telephone caller. • Smile when you answer or talk on the phone • ***It will show on the other end. • http: //youtu. be/emz. ARZs. Jntw 22
Identification? • Give your name when the telephone is answered, before asking for the person you are requesting 23
Mumbo Jumbo!! • Enunciate your words very carefully 24
Considerate • Keep business conversations to the point 25
Holding? ? ? • Do not keep someone on hold more than 30 seconds. 26
Leaving a message! • Always leave your phone number if you ask someone to call you back, even if you think they have it • Let them know the date and time of your call • Keep it short 27
Listening Well!! • Listening is essential whether in person or on the phone • Have paper and a pen when making important calls • You never know when you have to write something down! 28
Message Systems • Make sure your voicemail or answering machine work properly • Keep your voicemail greeting appropriate • No music • No jokes • http: //youtu. be/yg-Tq. EFYcf. M 29
Returning calls • Always return your calls on the same day • Not returning a phone call makes you look unprofessional and unreliable 30
Timing? • Think about the time when making a phone call. • Not acceptable to call someone before 7: 00 -8: 00 a. m. and after 8: 30 -9: 00 p. m. . • Avoid meal times 31
Opps! • Never hang-up when you realize you have a wrong number • Apologize, explain, and then hang up 32
Ring Time? • When calling someone, let the telephone ring a reasonable length of time 33
Call Times? • Calling a business at or very near closing time = inconsiderate 34
Message Taking • When taking a message: • Indicate the time & date of the call • Caller • Information • Phone number • Person taking the message • Ask for correct spelling if necessary 35
Just don’t. . • Never – eat, drink or chew gum on the phone 36
http: //youtu. be/q. S 2 n. Zy. Spdhg Cell Phone Etiquette 37
Manners… • Try to maintain space while talking on your cell phone. • A 7 -10 foot distance is best whenever possible. 38
Avoid talking in… • • • Class Elevators Libraries Museums Restaurants Cemeteries Theaters Dentist or doctor waiting rooms Places of worship Auditoriums Other enclosed public spaces (hospital emergency rooms or buses) 39
Emotions • Don’t have emotional conversations in public – ever. 40
Language • Personal calls - Watch your language & tone of voice. • Others are watching and getting impressions of you. 41
Ring Tones • Don’t use loud annoying ring tones http: //youtu. be/ub. CRWW 3 FFMY 42
Multitasking • Never “multitask” by making calls while shopping, banking, waiting in line or conducting other personal business. • You may miss important information and the other person can tell you are distracted. 43
Text messaging • Do not send text messages to someone else unless you have their permission to do so, as they may incur a charge. • Wait for your employer to tell you it is appropriate to text them. 44
Totally Inappropriate • Never utilize a cell phone in something like a meeting, unless otherwise directed. • This would also include text messaging and internet usage. 45
If you have to… • If you must answer a cell phone in a public setting, answer and tell the person to hold a minute while you remove yourself from the room. • Apologize and excuse yourself! 46
Manners • Always switch your phone to silent, vibration or power down when in a public event such as a convention or meeting. 47
Laws & hazards • Do not utilize a cell phone while driving. It is illegal and very dangerous. This includes texting. • Do not use when operating equipment – it’s dangerous! 48
Remember. . • Do not grow too attached to your cell phone! 49
- Slides: 49