BJ1B – Communicate effectively in the workplace – Seminar Outline Communicating in business Forms of communication Checking receipt of information Preparing for the evaluation Principles of effective communication Organize for effect Tips for effective emails Editing Storing and retrieving information

A. Communicating in Business Take a few minutes to discuss the following questions in your groups How can we communicate in business? E.g. Telephone What is effective business communication? What are the key features/characteristics of effective business communication? What are the outcomes/results of poor communication? Discuss the possible negative outcomes from poor emailing skills.

Potential Outcomes of Poor Emailing Skills Loss of productivity Lost sales Lost leads Customer service dissatisfaction Financial losses Ruined reputations Public relations nightmares Lawsuits Loss of jobs

B. Form of Communication Which form of communication would you use to: Contact a client immediately? Give a colleague an urgent message? Send a contract to be signed? Negotiate a new contract?

C. Checking Receipt of Information How could you check that the following communication had been received? An email? A business letter? A delivery? A fax?

D. What You Need to Prepare for the Evaluation Principles of Effective Written Communication: 4 emails, thank you letter, cover letter and CV Storing and Filing Data

1. Principles of Effective Written Communication Use the 3 P’s Organize for effect Tips for effective emails Kiss: Keep It Simple and Short Edit Manage your documents

a. Use the 3 P’s Person Purpose Point Who are you writing for? Give some examples in business. Purpose Why are you writing? Give some business examples. Point What is the main idea/point/issue? The point is more the information you need to include to make the purpose happen with the person(s) you are communicating with

Let’s practice applying the 3 P’s Scenario You went to a restaurant on Friday and now have food poisoning and will be off work for 2-3 days. You need to let 3 people know Using the 3 P’s, what information would you email to the following people: Think about content and tone Your friend? Your vice president? Your colleague who will have to do your work until you get back to the office?

b. Organize for Effect Maximum Impact is at the Beginning Minimum Impact/Retention is in the middle Maximum Retention is at the End

c. Tips for Effective Emails Facts and Figures Use effective subject lines: Purpose/Point Use appropriate salutations, signatures and tone Organize for effect The key words for emails are “clear” and “concise”

Background Facts and Figures 2000: 5.1 billion emails a day 2010: More or less in the future? 2/3 of employees spend up to 2 hours a day emailing 10% of employees spend up to 4 hours a day emailing 10% of employees have received and 80% have sent confidential company information by email Many people check email in the evening, on the weekend and even on vacation Bill Gates receives 4 million emails a year (2004), most of it spam Deleting junk emails costs businesses $22 billion a year How long do you spend dealing with emails each day? How many emails do you deal with each day?

d. KISS: Keep it Simple and Short Use short sentences Use short, familiar words Be specific Remember: Write for your reader, not for yourself See website for more details: Processing Data: Effective Email Writing Go to website and review the document.

e. Edit Principles of Editing: Stages of Editing: Do not edit as you write Leave time between writing Edit in stages Stages of Editing: Fix the structure: 3 P’s and organization Strengthen your sentences: Short and Simple Review your word choice: Short and Familiar Proofread carefully: Spelling, Punctuation and Grammar Send it, but get feedback

f. Manage your Documents Use formatting to increase readability Use attachments carefully Follow Cyber Manners/Netiquette Control your In-Box Use email organization tools Manage your outgoing messages See website for more details: Processing data: Effective Email Writing Go to website and show.

E. Storing and Filing Data Using Folders Naming Files Finding Documents

Question Why is it important to name and file documents?

1. Using Folders Name folders so that you AND another person can find information quickly Use as much detail as possible in the name Use sub-folders You can re-name folders

2. Naming Files Use unique file names Use a consistent file-naming system - Type name date - Date type name Store files in folders: This shortens file names You can rename files Think about the order of the file name information to help you with searches

3. Document the transfer of information Identify the elements to complete a telephone log Identify relevant information: When transferring data Who, when, where, why Search for documents Document name, last modified, type, size See website for more information: Storing and Retrieving Information Go to website and review document. Go to website and show them the document – Then have them do the email writing activity together