Introduction to Business & Marketing February 24, 2012.

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Presentation transcript:

Introduction to Business & Marketing February 24, 2012

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…

Objectives  Understand general etiquette rules for various communication channels.  Distinguish between professional and personal communication.  Analyze written s for professionalism.

Telephone Etiquette

Answering Your Phone  Identify yourself!  Speak clearly & enunciate your words.  No eating or chewing  Conclude all calls.

Taking Messages  Have a current and clear greeting on your voic box.  Take complete messages & deliver them promptly.

Computer Etiquette

Sharing Computers  Keep a tidy work area.  Keep computer noise down.  Respect privacy & be courteous.  Log off when you are finished /leave.

a.k.a. “netiquette” Etiquette

Netiquette Rule #1  Do not mix personal s with professional s!  belongs to the organization – it is NOT private.

Professional s 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.

Personal s  Never forward personal messages.  Jokes  chains  Personal opinions  Be careful of spamming!

Netiquette Rule #2  DO NOT USE ALL CAPS FOR MESSAGES!  This comes across as yelling.  If emphasis is needed, try italics, bold, underlining…

Netiquette Rule #3  Be courteous and conscious of the other person’s time.  Make your messages short and clear.

Netiquette Rule #4  Never write something that you wouldn’t want your boss (or co- workers) to see.  Assume that any could be forwarded at any time.

Netiquette Rule #5  Always include a signature.  Include your contact information.  Sometimes your signature may be informal.

Other Netiquette Tips…

Reply  Reply only to those who need feedback.  Use the Reply All button sparingly.Reply All  If you receive misdirected s, let the sender know.

Subject Lines  Be descriptive!  This may be the only part of your that the recipient sees.  Never leave blank.

The Message  Use short sentences and short paragraphs.  Use bullet lists to break up long passages.  Be professional!  Grammar & Spelling  Punctuation  Capitalization

Tone Be aware of tone  Short, curt responses may indicate anger.  Sarcasm does not work well without body language indicators.

Know when to stop!  Beware of the emotional reply!  Before sending an angry , wait a few hours.  Sometimes the phone is better!  Never let get in the way of good communication.  Know when to choose another communication channel.

Looking for professionalism… Etiquette Activity