1. Communication Etiquette
Introduction to Business & Marketing

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

3. Telephone Etiquette

4. Answering Your Phone Identify yourself!
Speak clearly & enunciate your words
No eating or chewing
Be sure to end all calls

5. Taking/Leaving A Phone Message
Have a current and clear greeting on your voic box.
Take complete messages & deliver them promptly.

6. Computer Etiquette

7. Sharing Computers
Keep a tidy work area
Respect privacy
Log off when you are finished/leave

8. Etiquette
a.k.a. “netiquette”

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

10. This is not a casual message you would send to a friend!
Professional s
This is not a casual message you would send to a friend!
Be very careful with humor
Always Proofread! Be extra careful about spelling and grammar
Use polite language
Be conservative with abbreviations and emoticons

11. Personal Emails Be careful of spamming! Jokes Email chains
Personal opinions
Be careful of spamming!

12. Netiquette Rule #2
DO NOT USE ALL CAPS FOR MESSAGES
This comes across as yelling

13. Netiquette Rule #3
Be courteous of the other person’s time
Make your messages short and clear
K.I.S.S.

14. Netiquette Rule #4
Never write something that you wouldn’t want your boss to see
Assume that any could be forwarded at any time

15. Netiquette Rule #5 Always include a signature
Include your contact information
______________
NAME
address
_______________

16. Sample s
Review Sample s

17. Other Netiquette Tips…
Reply
Reply All
Subject Line
The Message
Tone
Other Netiquette Tips…

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

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

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

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

22. Beware of the emotional reply!
Know when to stop!
Beware of the emotional reply!
Wait a few hours before sending an angry
Know when to choose another communication channel
Sometimes the phone is better

23. Assignment
Compose and send an to Ms. VanDyke requesting a meeting to discuss a bad grade or schedule a meeting with her!
You can choose any assignment, it does not have to be one that you got a low grade on
Make sure you have a descriptive subject line
Make sure there is an action- request specific date