Professional Communication in the Workplace Lance Kissler, Marketing & Communications Outcomes • Overview of basic communication theory • Understanding phone etiquette • Learning the principles of proper email correspondence Basic Communication Theory QuickTime™ and a decompressor are needed to see this picture. Image | http://www.articulate.com/rapid-elearning/wp-content/uploads/2007/09/comm_process.jpg Basic Communication Theory QuickTime™ and a decompressor are needed to see this picture. Image | http://www.uxmatters.com/mt/archives/2007/08/images/rediscovering-figure2.gif Email vs. Phone • Convenience; stop/start as needed • Review the message • Focus the conversation • Attachments; links • Mulitple recipients • Written record • Prior contacts • Quick questions; immediacy • Clarify points immediately • Everyone participating at the same time • Initial contact for new people; follow-up with email Source | http://www.indywebshop.com/bestpractices/2006/10/25/talking-to-clients-phone-vs-email/ Appropriate Response Time • Same day if possible • If a reply requires research or more information, follow up to confirm you’ve received the message and that you are working on a complete reply Answering Phone Calls • Be polite and courteous – Remember: the tone of your voice conveys its own message • Provide your name, office and organization • Speak slowly and clearly • Ask for clarification of details; take notes if needed Transferring Phone Calls • Inform the person you are going to transfer them shortly • Call the person you are transferring to • If the person is there, provide a summary • If the person is not there, return to caller; ask if they would like to be transferred to voice mail • Provide the caller with the person’s # Leaving Messages • Repeat detailed information, such as: – Name – Organization/office – Contact info (alternative contact methods) – Purpose of the call • Speak slowly and clearly – Spell out email addresses • Be concise; don’t leave long messages Taking Messages • Ensure accuracy • Record: date/time, caller, contact info, organization/office, purpose of call, specific details • Tip: use a checklist to keep track of messages that require follow-up Voicemail Greetings • Have a professional greeting – Provide your name, organization, office, etc. • State how long you will be out of the office • Provide multiple contact information options or emergency contact info Forwarding Voicemessages • Record a summary/intro about the message • Inform the recipient if you have responded to the caller Email: Composing & Replying • Greet new contacts (formal): – Greetings, – Dear [Name], – To Whom It May Concern (only if you don’t know the recipient’s name) • Greet known contacts (casual): – [Name], – Good [time of day], • Resource: – http://en.wikipedia.org/wiki/Salutation_(greeting) Email: Composing & Replying • Use a signature – – – – – Name, title Organization, office Contact info Other relevant info May require a confidentiality disclaimer • Use concise subject lines with keywords – Gives recipients a quick summary before opening – Allows for quicker searching in email inbox – If email topic changes, rename the subject line Email: CC, BCC & Forwarding • CC: carbon copy – include additional recipients as an FYI – seen by TO: and BCC: recipients • BCC: blind carbon copy – TO: and CC: recipients do not see these people – these people see TO: and CC: recipients • Forward – Usually better than BCC Email: Emoticons • Symbols that express emotion – Happy Face :-) – Sad Face :-( – Etc. • Not appropriate for formal communication • Best for casual communication, if you think it enhances or clarifies the tone Email: Attachments • Reference attachments in the message body • File types – – – – avoid sending .EXE, .EPS 1-2MB file size per attachment no more than 5-10MB total use .ZIP to compress individual or multiple files • Use service such as www.yousendit.com to send large file attachments separately Email: Assigning Priority • Priority settings: – Highest, High, Normal, Low, Lowest – Tip: generally send “Normal” and reserve “Highest” for messages that require an immediate response or attention • Not all email clients offer this function Email: Grammar, Style, Etc. • Use appropriate grammar; avoid jargon; explain acronyms • Use punctuation • Double-check spelling • Formatting – CAPS Lock, bullets, numbering, bold & italics, font size, type & color, background – HTML vs. text-only • Refer to editorial style guide Email: Out of Office Messages • State how long you will be out of the office • Will you be checking email while you are out? • Provide emergency/alternative contact info • Turn off when you return Email: Your Email Address • Select one that is easy to remember and identifies you – Pacific provides an “alias” option as an alternative to your PUNetID • Appropriate and professional words • Examples: – lancekissler@pacificu.edu – lance.kissler@pacificu.edu – lkissler@pacificu.edu Email: Additional Resources • www.thewritemarket.com/mcnn/index.php ?mcnn=keel&title=15%20Top%20Tips%20 for%20Effective%20Email%20Communica tion • http://careerplanning.about.com/od/comm unication/a/email_tips.htm Questions? Lance Kissler Director of Marketing Marketing & Communications, University Relations Pacific University 503-352-2007 lkissler@pacificu.edu