1. Communication Etiquette
Introduction to Business & Marketing
Communication Etiquette

2. 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…

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

4. Telephone Etiquette

5. Answering Your Phone Identify yourself!
Speak clearly & enunciate your words.
No eating or chewing
Conclude all calls.
Do not talk on your cell phone when…

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

7. Computer Etiquette

8. Sharing Computers Keep a tidy work area. Keep computer noise down.
Respect privacy & be courteous.
Log off when you are finished /leave.
Keep a tidy work area.
Keep computer noise down.
- especially in a cubicle or open office environment
Respect privacy & be courteous.
- be careful what you share on Global drives
- make sure background images are not offensive
- do not hover over other employees as they work, etc.
Log off when you are finished or leave.

9. Etiquette
a.k.a. “netiquette”

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

11. 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 & courteous language.
Be conservative with abbreviations and emoticons.
Be very careful with humor.
- Sarcasm does not translate well in writing.
- What is funny to you may be offensive to others.
- Sometimes things don’t make sense without body language!
Proofread! Be extra careful about spelling and grammar.
- Re-read all s (spell check doesn’t catch it all!)
Use polite & courteous language.
- Please & thank you go a long way.
Be conservative with abbreviations and emoticons.
- LOL, LMAO, BRB, AKA, etc.
- smiley faces are fine in moderation… can become unprofessional (make sure you are taken seriously)

12. Personal Emails Never forward personal messages.
Jokes
chains
Personal opinions
Be careful of spamming!

13. Netiquette Rule #2 DO NOT USE ALL CAPS FOR MESSAGES!
This comes across as yelling.
If emphasis is needed, try italics, bold, underlining…
Never write in all lowercase letters either. Professional s are NOT the same as a personal instant message.

14. Netiquette Rule #3
Be courteous and conscious of the other person’s time.
Make your messages short and clear.
Be courteous and conscious of the other person’s time.
- Sometimes a follow-up is needed, but (in general) do not send the same every 15 min until you hear back.
- Answer s in a timely manner.
Make your messages short and clear.
- Avoid rambling or side stories… keep it short & sweet.
- Make sure the “point” of the message is very easy to identify & understand.

15. 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.

16. Netiquette Rule #5 Always include a signature.
Include your contact information.
Sometimes your signature may be informal.
Always include a signature.
- Provide closure to every and make sure to sign your name.
Include your contact information.
- Especially with professional s outside the organization, include your phone number and address for reply.
Sometimes your signature may be informal.
- If you co-workers on a regular basis, just your name will suffice.

17. Other Netiquette Tips…

18. Reply 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 blank.

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

21. Tone Be aware of tone Short, curt responses may indicate anger.
Sarcasm does not work well without body language indicators.
Have someone else read your to see how it makes them feel.

22. 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.

23. Email Etiquette Activity
Looking for professionalism…

24. Assignment
Compose and send an to Mrs. Murray requesting a meeting to discuss a bad grade.
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