unit 3, lesson 4 pp

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    1

    Effective Business

    Communication

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    2

    Communi

    cation

    Non-

    VerbalVerbal

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    3

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    Gesture and posture: expresses both specific and

    general messages.

    Personal appearance: grooming, clothing,

    accessories, style

    Proxemics : Distance between people.

    Sign Boards

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    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 absentbe verycareful with email

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    Email Addresses

    What impression does yours

    leave???

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    Email Contacts

    Organize contacts by first and

    last name

    Makes you much moreefficient and professional

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    Email Length?

    Brief and to the point

    Preferably one page

    Readers should not have to

    scroll

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    http://www.youtube.com/watch?v=4nIUcRJX9-o

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    Content

    Never use ALL CAPS

    Watch for typos

    Use normal capitalization and

    punctuation

    Use correct grammar & spelling

    Avoid long sentences

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    Replying

    Return emails in the same day

    that you would return a phone

    call

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    Salutation

    Write a salutation or greetings

    for each new subject email

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    Subject Lines

    Always use a subject line

    Make the subject line

    meaningful

    Example: April 22 production

    team meeting agenda instead

    of meeting

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    Signature

    Always use a signature or name

    at the end

    Includes alternate means ofcontacting you

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    Wording?

    Use active words instead of

    passive

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    Privacy?

    Emails = public documents

    Only include those statements

    in email that you can openlydefend

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    Attachments

    Attachments: Title needs to

    make sense

    Large attachments??

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    Flaming?

    Never flame someone.

    Flaming = virtual term for

    venting emotion online orsending inflammatory emails.

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    Sensitive Issues?

    Never send an email about

    sensitive subjects.

    Examples:

    Disciplinary action

    Conflicts about grades or personal

    information Concerns about fellow classmates/co-

    workers

    complaints

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    Reply All??

    Be very careful

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    Forwards??

    Do not over use the forward

    button

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    Telephone

    Communication

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    http://www.youtube.com/watch?v=nf3PYecdgjE&feature=related

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    Impressions?

    How you conduct yourself on

    the telephone = face-to-face

    interactions

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    Answering the phone?

    HELLO

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    Guessing Game?

    Identify yourself, office or

    organization in as few words as

    possible

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    Tone

    Cheerful and considerate

    attitude toward each

    telephone caller. Smile when you answer or talk

    on the phone

    ***It will show on the otherend.

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    Identification?

    Give your name when the

    telephone is answered, before

    asking for the person you arerequesting

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    Mumbo Jumbo!!

    Enunciate your words very

    carefully

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    Considerate

    Keep business conversations to

    the point

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    Holding???

    Do not keep someone on hold

    more than 30 seconds.

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    Leaving a message!

    Always leave your phone

    number if you ask someone to

    call you back Even if you think they have it

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    Listening Well!!

    Listening is essential whether

    in person or on the phone

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    Message Systems

    Make sure your voice mail or

    answering machine work

    properly

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    Call Me Back!!!

    Always return your calls on the

    same day

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    Timing?

    Think about the time when

    making a phone call.

    Not acceptable to callsomeone before 7-8 a.m. and

    after 8:30-9 p.m..

    Avoid meal times

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    Opps!

    Never hang-up when you realize

    you have a wrong number

    Apologize and then hang up

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    Ring Time?

    When calling someone, let the

    telephone ring a reasonable

    length of time

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    Call Times?

    Calling a business at or very

    near closing time =

    inconsiderate

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    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

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    Neverever!

    Nevereat, drink or chew gum

    on the phone

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    Please leave a message!

    Leave a message when

    appropriateespecially with

    caller-ID, people will see youcalled so they should not have

    to wonder what you needed.

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    Cell Phone Etiquette

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    Can you hear me now?

    Maintain at least a 10 foot

    zone from anyone while

    talking.

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    Never talk here

    Elevators

    Libraries

    Museums

    Restaurants Cemeteries

    Theaters

    Dentist or doctor waiting rooms

    Places of worship

    Auditoriums

    Other enclosed public spaces (hospitalemergency rooms or buses)

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    Emotions

    Dont have emotional

    conversations in publicever.

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    Languageyes I can

    hear you too!

    Watch your language & tone of

    voice

    Others are watching andgetting impressions of you

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    Ring Tones!!

    Dont use loud and annoying

    ring tones

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    Multi-tasking??

    Never multi-task by making

    calls while shopping, banking,

    waiting in line or conductingother personal business.

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    Personal vs. Business

    Never take a personal call

    during a business meeting.

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    Text messaging

    Do not send text messages to

    someone else unless you have

    their permission to do so asthey may incur a charge.

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    If you have too

    If you must answer a cell

    phone in a public setting,

    answer and tell the person tohold a minute while you

    remove yourself from the

    room.

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    Manner Mode

    Always keep your phone on

    manner mode when in a public

    event such as a convention ormeeting.