Introduction to Business & Marketing
February 24, 2012
COMMUNICATION
ETIQUETTE
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…
Objectives
 Understand general etiquette rules for
various communication channels.
 Distinguish between professional and
personal communication.
 Analyze written emails for
professionalism.
Telephone Etiquette
Answering Your Phone
 Identify yourself!
 Speak clearly &
enunciate your
words.
 No eating or
chewing
 Conclude all calls.
Taking Messages
 Have a current
and clear greeting
on your voicemail
box.
 Take complete
messages &
deliver them
promptly.
Computer Etiquette
Sharing Computers
 Keep a tidy work
area.
 Keep computer
noise down.
 Respect privacy &
be courteous.
 Log off when you
are finished /leave.
Email Etiquette
a.k.a. “netiquette”
Netiquette Rule #1
 Do not mix
personal emails
with professional
emails!
 Email belongs to
the organization –
it is NOT private.
Professional Emails
This is not a casual message you would
send to a friend!
 Be very careful with humor.
 Proofread! Be extra careful about
spelling and grammar.
 Use polite & courteous language.
 Be conservative with abbreviations and
emoticons.
Personal Emails
 Never forward
personal messages.
 Jokes
 Email chains
 Personal opinions
 Be careful of
spamming!
Netiquette Rule #2
 DO NOT USE ALL
CAPS FOR
MESSAGES!
 This comes across
as yelling.
 If emphasis is
needed, try italics,
bold, underlining…
Netiquette Rule #3
 Be courteous and
conscious of the
other person’s
time.
 Make your
messages short
and clear.
Netiquette Rule #4
 Never write
something that you
wouldn’t want your
boss (or coworkers) to see.
 Assume that any
email could be
forwarded at any
time.
Netiquette Rule #5
 Always include a
signature.
 Include your
contact
information.
 Sometimes your
signature may be
informal.
Other Netiquette Tips…
Reply
 Reply only to
those who need
feedback.
 Use the Reply All
button sparingly.
 If you receive
misdirected
emails, let the
sender know.
Subject Lines
 Be descriptive!
 This may be the
only part of your
email that the
recipient sees.
 Never leave
blank.
The Message
 Use short sentences and short
paragraphs.
 Use bullet lists to break up long
passages.
 Be professional!
 Grammar & Spelling
 Punctuation
 Capitalization
Tone
Be aware of
tone
 Short, curt
responses may
indicate anger.
 Sarcasm does
not work well
without body
language
Know when to stop!
 Beware of the emotional reply!
 Before sending an angry email, wait a
few hours.
 Sometimes the phone is better!
 Never let email get in the way of
good communication.
 Know when to choose another
communication channel.
Email Etiquette Activity
Looking for
professionalism…