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Business

Communication

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Netiquette = E-mail & InternetEtiquette

E-mail message - No nonverbal expression tosupplement what we are saying!

Normal communication ta"es into account tone o#voice$ gestures$ an% proximity

ince this is absent ' be very care#ul with email

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Email (%%resses

)hat impression %oes yours leave***

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Email Contacts

+rgani,e contacts by rst an% last name

.a"es you much more e/cient an% pro#essional

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Email 0ength*

Brie# an% to the point

1re#erably one page

2ea%ers shoul% not have to scroll

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Content

Never use (00 C(1

)atch #or typos

3se normal capitali,ation an% punctuation

3se correct grammar & spelling

(voi% long sentences

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2eplying

2eturn emails in the same %ay that you woul%return a phone call

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alutation

)rite a salutation or greetings #or each new sub4ect

email

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ub4ect 0ines

(lways use a sub4ect line

.a"e the sub4ect line meaning#ul

Example5 (pril 66 pro%uction team meetingagen%a instea% o# meeting

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ignature

(lways use a signature or name at the en%

Inclu%es alternate means o# contacting you

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)or%ing*

3se active wor%s instea% o# passive

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1rivacy*

Emails = public %ocuments

+nly inclu%e those statements in email that youcan openly %e#en%

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(ttachments

(ttachments5 7itle nee%s to ma"e sense

0arge attachments**

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8laming*

Never 9ame someone!

8laming = virtual term #or venting emotiononline or sen%ing in9ammatory emails!

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ensitive Issues*

Never sen% an email about sensitivesub4ects!

Examples5 :isciplinary action

Con9icts about gra%es or personal

in#ormation Concerns about #ellow classmates;co-

wor"ers

complaints 15

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2eply (ll**

Be very care#ul

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8orwar%s**

:o not over use the #orwar% button

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7elephone

Communication

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Impressions*

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(nswering the phone*

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uessing ame*

I%enti#y yoursel#$ o/ce or organi,ation in as #ew

wor%s as possible

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7one

Cheer#ul an% consi%erate attitu%e towar% eachtelephone caller!

mile when you answer or tal" on the phone >>>It will show on the other en%!

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I%entication*

ive your name when the telephone is answere%$be#ore as"ing #or the person you are requesting

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.umbo ?umbo@@

Enunciate your wor%s very care#ully

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Consi%erate

Aeep business conversations to the point

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0eaving a message@

(lways leave your phone number i# you as"someone to call you bac"

Even i# you thin" they have it

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0istening )ell@@

0istening is essential whether in person or on thephone

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.essage ystems

.a"e sure your voice mail or answering machine

wor" properly

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Call .e Bac"@@@

(lways return your calls on the same %ay

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7iming*

7hin" about the time when ma"ing a phone call!

Not acceptable to call someone be#ore D- a!m!an% a#ter 5-F p!m!!

(voi% meal times

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+pps@

Never hang-up when you reali,e you have awrong number

(pologi,e an% then hang up

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2ing 7ime*

)hen calling someone$ let the telephone ring a

reasonable length o# time

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Call 7imes*

Calling a business at or very near closing time =inconsi%erate

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.essage 7a"ing

)hen ta"ing a message In%icate the time & %ate o# the call

Caller

In#ormation 1hone number

1erson ta"ing the message

(s" #or correct spelling i# necessary

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Never ' ever@

Never ' eat$ %rin" or chew gum on the phone

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1lease leave a message@

0eave a message when appropriate ' especiallywith caller-I:$ people will see you calle% so theyshoul% not have to won%er what you nee%e%!

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Cell 1hone

Etiquette

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Can you hear me now*

.aintain at least a G #oot ,one #rom anyonewhile tal"ing!

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Never tal" here

Elevators 0ibraries .useums 2estaurants Cemeteries 7heaters :entist or %octor waiting rooms 1laces o# worship (u%itoriums

+ther enclose% public spaces Hhospitalemergency rooms or buses

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Emotions

:onJt have emotional conversations in public 'ever!

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0anguage ' yes I can hearyou too@ )atch your language & tone o# voice

+thers are watching an% getting impressions o#you

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2ing 7ones@@

:onJt use lou% an% annoying ring tones

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.ulti-tas"ing**

Never multi-tas" by ma"ing calls while shopping$ban"ing$ waiting in line or con%ucting other personal

business!

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1ersonal vs! Business

Never ta"e a personal call %uring a businessmeeting!

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I# you have too

I# you must answer a cell phone in a public setting$answer an% tell the person to hol% a minute whileyou remove yoursel# #rom the room!

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.anner .o%e

(lways "eep your phone on manner mo%e when in apublic event such as a convention or meeting!

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rowing an extra ear@

:o not grow too attache% to your cell phone

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7han" you