unit 3, lesson 4 pp
TRANSCRIPT
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Effective Business
Communication
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Communi
cation
Non-
VerbalVerbal
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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.