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Effective Business
Communication
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Netiquette = E-mail &
Internet Etiquette
E-mail message - No nonverbal
expression to supplement wat
we are !sa"ing#$
Normal communication ta%es
into account tone of voice&
gestures& an' proximit"
(ince tis is absent ) be ver"
careful wit email
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Email *''resses
+at impression 'oes "ours
leave,,,
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Email Contacts
-rgani.e contacts b" first an'
last name
/a%es "ou muc more efficient
an' professional
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Email 0engt,
Brief an' to te point
1referabl" one page
2ea'ers soul' not ave to
scroll
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Content
Never use *00 C*1(
+atc for t"pos
3se normal capitali.ation an'
punctuation
3se correct grammar & spelling
*voi' long sentences
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2epl"ing
2eturn emails in te same 'a"
tat "ou woul' return a pone
call
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(alutation
+rite a salutation or greetings
for eac new sub4ect email
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(ub4ect 0ines
*lwa"s use a sub4ect line
/a%e te sub4ect line
meaningful
Example5 !*pril 66 pro'uction
team meeting agen'a# instea'
of !meeting#
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(ignature
*lwa"s use a signature or name
at te en'
Inclu'es alternate means of
contacting "ou
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+or'ing,
3se active wor's instea' of
passive
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1rivac",
Emails = public 'ocuments
-nl" inclu'e tose statements
in email tat "ou can openl"
'efen'
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*ttacments
*ttacments5 7itle nee's to
ma%e sense
0arge attacments,,
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8laming,
Never !flame# someone$
8laming = virtual term for
venting emotion online or
sen'ing inflammator" emails$
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(ensitive Issues,
Never sen' an email about
sensitive sub4ects$
Examples5
9isciplinar" action
Conflicts about gra'es or personal
information
Concerns about fellow classmates:co-
wor%ers
complaints
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2epl" *ll,,
Be ver" careful
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8orwar's,,
9o not over use te forwar'
button
1;
7elepone
Communication
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Impressions,
<ow "ou con'uct "ourself on
te telepone = face-to-face
interactions
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*nswering te pone,
<E00-
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=uessing =ame,
I'entif" "ourself& office or
organi.ation in as few wor's as
possible
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7one
Ceerful an' consi'erate
attitu'e towar' eac
telepone caller$
(mile wen "ou answer or tal%
on te pone
>>>It will sow on te oter
en'$
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I'entification,
=ive "our name wen te
telepone is answere'& before
as%ing for te person "ou are
requesting
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/umbo ?umbo@@
Enunciate "our wor's ver"
carefull"
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Consi'erate
Aeep business conversations to
te point
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<ol'ing,,,
9o not %eep someone on ol'
more tan BC secon's$
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0eaving a message@
*lwa"s leave "our pone
number if "ou as% someone to
call "ou bac%
Even if "ou tin% te" ave it
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0istening +ell@@
0istening is essential weter
in person or on te pone
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/essage ("stems
/a%e sure "our voice mail or
answering macine wor%
properl"
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Call /e Bac%@@@
*lwa"s return "our calls on te
same 'a"
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7iming,
7in% about te time wen
ma%ing a pone call$
Not acceptable to call
someone before D-; a$m$ an'
after ;5BC-E p$m$$
*voi' meal times
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-pps@
Never ang-up wen "ou reali.e
"ou ave a wrong number
*pologi.e an' ten ang up
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2ing 7ime,
+en calling someone& let te
telepone ring a reasonable
lengt of time
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Call 7imes,
Calling a business at or ver"
near closing time =
inconsi'erate
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/essage 7a%ing
+en ta%ing a message
In'icate te time & 'ate of te
call
Caller
Information
1one number
1erson ta%ing te message
*s% for correct spelling if
necessar"
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Never ) ever@
Never ) eat& 'rin% or cew gum
on te pone
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1lease leave a message@
0eave a message wen
appropriate ) especiall" wit
caller-I9& people will see "ou
calle' so te" soul' not ave
to won'er wat "ou nee'e'$
B;
Cell 1one Etiquette
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Can "ou ear me now,
/aintain at least a 1C foot
.one from an"one wile
tal%ing$
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Never tal% ere
Elevators
0ibraries
/useums
2estaurants
Cemeteries
7eaters
9entist or 'octor waiting rooms
1laces of worsip
*u'itoriums
-ter enclose' public spaces Fospital
emergenc" rooms or busesG
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Emotions
9onHt ave emotional
conversations in public ) ever$
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0anguage ) "es I can
ear "ou too@
+atc "our language & tone of
voice
-ters are watcing an'
getting impressions of "ou
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2ing 7ones@@
9onHt use lou' an' anno"ing
ring tones
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/ulti-tas%ing,,
Never !multi-tas%# b" ma%ing
calls wile sopping& ban%ing&
waiting in line or con'ucting
oter personal business$
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1ersonal vs$ Business
Never ta%e a personal call
'uring a business meeting$
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7ext messaging
9o not sen' text messages to
someone else unless "ou ave
teir permission to 'o so as
te" ma" incur a carge$
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7otall" Inappropriate
Never utili.e a cell pone in
someting li%e a (tate 88*
Convention session
7is woul' also inclu'e text
messaging
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If "ou ave too
If "ou must answer a cell
pone in a public setting&
answer an' tell te person to
ol' a minute wile "ou
remove "ourself from te
room$
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/anner /o'e
*lwa"s %eep "our pone on
manner mo'e wen in a public
event suc as a convention or
meeting$
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9riving ) not a goo'
i'ea@
9o not utili.e a cell pone
wile 'riving or operating
oter equipment$
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=rowing an extra ear@
9o not grow too attace' to
"our cell pone

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