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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%esinto account tone of voicegestures 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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Content

Never use *00 C*(

+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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(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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rivac",

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 orsen'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

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7elepone

Communication

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Impressions,

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*nswering te pone,

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I'entification,

ive "our name wen te

telepone is answere' before

as%ing for te person "ou arerequesting

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Consi'erate

Aeep business conversations to

te point

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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 callsomeone before D-; a$m$ an'

after ;5- 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

one number

erson ta%ing te message

*s% for correct spelling ifnecessar"

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Never ) ever@

Never ) eat 'rin% or cew gum

on te pone

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lease leave a message@

0eave a message wen

appropriate ) especiall" wit

caller-I9 people will see "oucalle' so te" soul' not ave

to won'er wat "ou nee'e'$

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Can "ou ear me now,

/aintain at least a 1 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

laces of worsip *u'itoriums

ter enclose' public spaces Fospitalemergenc" 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'uctingoter personal business$

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ersonal 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 aste" 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 tool' 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 ormeeting$

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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