1. 1 Effective Business Communication

2. 2 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

3. 3 Email Addresses What impression does yours leave? Ex. Ilovecookies@hotmail.com

4. 4 Email Contacts Organize contacts by first and last name Makes you much more efficient and professional

5. 5 Email Length Brief and to the point Preferably one page Readers should not have to scroll

6. 6 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

7. 7 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.

8. 8 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.

9. 9 Subject Lines Always use a subject line Make the subject line meaningful Example: “April 22 production team meeting agenda” instead of “meeting”

10. 10 Signature Always use a signature or name at the end Include alternate means of contacting you Office number Cell number

11. 11 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”

12. 12 Privacy? Emails = public documents Only include those statements in email that you can openly defend

13. 13 Attachments Attachments: Title needs to make sense Example: “Businessplanmeeting” instead of “Hereyougo” Keep it professional!

14. 14 Flaming? Never “flame” someone. Flaming = virtual term for venting emotion online or sending inflammatory emails.

15. 15 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/co- workers Complaints

16. 16 Reply All Be very careful http://youtu.be/kI5RLUM8Z3E

17. 17 Forwards Do not over use the forward button It is better to copy and paste the content It looks more professional!

18. 18 Telephone Communication http://youtu.be/72nSytGIfgI http://www.youtube.com/watch?v=s3aR3 yP4aKg

19. 19 Impressions? How you conduct yourself on the telephone = face-to-face interactions

20. 20 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?”

21. 21 Guessing Game? Identify yourself, office or organization in as few words as possible

22. 22 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/emzARZsJntw

23. 23 Identification? Give your name when the telephone is answered, before asking for the person you are requesting

24. 24 Mumbo Jumbo!! Enunciate your words very carefully

25. 25 Considerate Keep business conversations to the point

26. 26 Holding??? Do not keep someone on hold more than 30 seconds.

27. 27 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

28. 28 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!

29. 29 Message Systems Make sure your voicemail or answering machine work properly Keep your voicemail greeting appropriate No music No jokes http://youtu.be/yg-TqEFYcfM

30. 30 Returning calls Always return your calls on the same day Not returning a phone call makes you look unprofessional and unreliable

31. 31 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

32. 32 Opps! Never hang-up when you realize you have a wrong number Apologize, explain, and then hang up

33. 33 Ring Time? When calling someone, let the telephone ring a reasonable length of time

34. 34 Call Times? Calling a business at or very near closing time = inconsiderate

35. 35 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

36. 36 Just don’t.. Never – eat, drink or chew gum on the phone

37. 37 Cell Phone Etiquette http://youtu.be/qS2nZySpdhg

38. 38 Manners… Try to maintain space while talking on your cell phone. A 7-10 foot distance is best whenever possible.

39. 39 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)

40. 40 Emotions Don’t have emotional conversations in public – ever.

41. 41 Language Personal calls - Watch your language & tone of voice. Others are watching and getting impressions of you.

42. 42 Ring Tones Don’t use loud and annoying ring tones http://youtu.be/ubCRWW3FFMY http://youtu.be/ubCRWW3FFMY

43. 43 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.

44. 44 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.

45. 45 Totally Inappropriate Never utilize a cell phone in something like a meeting, unless otherwise directed. This would also include text messaging and internet usage.

46. 46 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!

47. 47 Manners Always switch your phone to silent, vibration or power down when in a public event such as a convention or meeting.

48. 48 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!

49. 49 Remember.. Do not grow too attached to your cell phone!