Contents
Lesson: How to Communicate Professionally
Etiquette for Communicating in Person
Writing Professional Business Letters
Etiquette for Communicating in Person
Writing Professional Business Letters
Analyzing your E-mail for Etiquette
Analyzing Your E-mail for Etiquette
Voicemail, Conference Call, and Online Chat Etiquette
Voicemail, Conference Call, and Online Chat Etiquette
General rule for professional writing
Function-related e-mail etiquette
After completing this topic, you should be able to
Use this job aid to review tips for communicating professionally in person.
Use this job aid to review when and how to write a professional business letter.
Etiquette for Communicating in Person
Purpose: Use this job aid to review tips for communicating professionally in person.
There are several methods you can use to ensure you communicate effectively and professionally in person:
Purpose: Use this job aid to review when and how to write a professional business letter.
It's common practice to use e-mail as a primary communication channel. However, when a situation is more serious – such as when you are applying for a promotion, writing to a client, or seeking funds for a new venture – you should write a formal business letter.
Guidelines for writing professional business letters can be divided into the following categories:
Letterhead
Use quality 8.5 × 11 inch paper, and ensure your company name is prominent and your contact details are clear.
Formatting
Use a font that's easy to read and a simple layout that doesn't distract from the content of the letter. Justify text to the left margin and use empty lines to separate paragraphs.
Heading
Begin with the date spelled out in full. Then include the addressee's name, title, company, street address, and finally city, state, zip code, and, if relevant, country.
Greeting
Begin with "Dear", followed by the appropriate honorific and last name – for example, Dear Mr. Brown.
Body text
Start with positive sentiments, write your main information, and end on a positive note. Don't be overly formal or use complicated language in an attempt to convey professionalism – succinct and straightforward is better.
Closing
End with "Yours truly," "Sincerely," or "Best regards," – always followed by a comma. Leave space underneath this for your signature.
Signature lines
Type the first and last name of each person who will sign the letter. Include as many signature lines as necessary.
Notation
If relevant, include two line spaces below the signature line list for Enclosures, Postscripts, and Courtesy copies.
Identifying initials
When relevant, use a line to indicate when someone other than the letter's author types and finalizes a letter. Use a colon to separate the main author's initials in uppercase from the assistant's initials in lowercase – for example, TC:sn.
Proofread
Always print out a copy of your letter and check it for errors before mailing it. Check for spelling, grammar, and a suitable tone.
Addressing
Use printed envelopes that match your letterhead and ensure you include a legible return address.
Use this learning aid to help you answer the practice question.
Use this learning aid to help you answer the practice questions.
Purpose: Use this learning aid to help you answer the practice question.
Calvin's company's e-mail policy is to use e-mail for work-related purposes only. If he receives discriminatory or obscene e-mail, he must delete it immediately.
Calvin receives a high volume of business e-mail every day from correspondents within his company, which he opens when he has the time. Sometimes, Calvin takes a long time before he responds to his e-mail. One of the correspondents sits right next to him and Calvin is careful to use e-mail with this person only when what he wants to communicate is too long to say in person. When Calvin decides to take a short vacation, he also makes sure he has set up an automated out-of-office note informing senders he's temporarily away and who to contact in his absence.
An obscenely titled e-mail appears in his inbox, and he promptly deletes it without opening. He then e-mails a joke to his wife.
Purpose: Use this learning aid to help you answer the practice questions.
The e-mail policy at Andrea's company encourages the use of e-mail for work-related purposes only, although some social e-mailing between work colleagues is permitted.
Andrea e-mails Dana, a colleague in another department, to mention she's made travel plans for a work-related excursion.
Instead of also e-mailing Faye, who sits next to her, she tells her in person. She then e-mails a joke to colleagues within the company.
A new e-mail message arrives from someone in another department but she decides she'll read and deal with the e-mail the next morning because she wants to catch up on filing before going home for the day.
Finally, she sets an automated out-of-office note reply for when she will be out of the office at a workshop.
Use this follow-on activity to analyze the form, function, and content of your own e-mail messages.
Purpose: Use this follow-on activity to analyze the form, function, and content of your own e-mail messages.
Instructions for use: To use this tool, select three e-mail messages you wrote recently and use the questions that follow to analyze whether you observed professional e-mail etiquette. You can print this document, or recreate the form in a word processing or spreadsheet application and use it to complete this activity.
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Explore business etiquette when communicating in person.
Understand the rules of telephone etiquette.
Discover the rules that apply to these communication types.
Explore business etiquette when using e-mail.
In business, unclear communication leads to aggravation and confusion, and wastes peoples' time. Communicating unclearly or in ways that others consider inappropriate can also seriously damage your credibility. So it's important to follow the basic rules of etiquette for professional communication. Your aim is to be clearly understood and project an image of professionalism in the workplace.
It's important for professional communication to be clear and succinct irrespective of what communication method you use, whether speaking to colleagues in person, by telephone, or e-mail. Also, specific rules of etiquette apply for each method of communication.
Following the proper etiquette for communicating professionally can have several benefits:
Communication etiquette not only varies for different methods of communication, but also between different situations. So how do you know which rules of etiquette to follow in a particular situation?
Communicating in person is one of the most powerful ways to communicate because it lets you convey meaning using your voice, facial expressions, and body language. However, it's important to know that specific rules of etiquette guide all face-to-face communication in professional contexts.
To communicate effectively in person, you should follow several general rules.
Use different tones
Although you should treat everyone with respect, the tone you use when talking to people should generally differ according to their positions in relation to you.
Be aware of how you speak
Be mindful not only of your tone, but also of how you enunciate and pronounce words, the volume at which you speak, and the accuracy of the words you use. The image you project – of yourself or your company – may be either enhanced or destroyed by the way you speak.
Present your message calmly
Even in a difficult situation, it's important to communicate your message or arguments in a calm manner.
Also remember your body language sends out clear messages about what you think or how you feel. Sitting or standing up straight sends the message you feel confident and at ease. Don't overuse hand gestures and try to avoid too many head movements. Facial expressions are also crucial forms of nonverbal communication. Smile when appropriate and remember to maintain eye contact with someone who's speaking to you to show you're interested and focused.
Show interest and focus
It's very distracting to talk to someone who doesn't appear interested in what you're saying. So when someone else is speaking, you should listen attentively, demonstrate you're interested, and participate in the communication. Avoid dominating the conversation, however. Instead, you should listen to what others have to say, giving them a turn to talk and responding to what they say or ask.
It's also important to remain focused on the topic of conversation, particularly in a business context. It's easy to become distracted or go off topic – and sometimes this can result in important, relevant information being diluted or missed. It's also important to avoid talking about topics that are inappropriate in the workplace, such as politics or religion.
Pronounce names correctly
It's important to ensure you know how to address people. For example, practice pronouncing the names of colleagues, superiors, clients, and clients' company names. This can save you and your company embarrassment, ensuring you don't damage your professional image by forgetting a name or pronouncing it incorrectly.
Be discreet
Being discreet requires keeping company secrets to yourself. Possible examples of company secrets are product designs, information that gives the company a competitive advantage, or information relating to staff changes such as layoffs.
You should also generally avoid disclosing any information people have confided in you, whether the information is positive or negative.
Following basic rules of etiquette for professional communication can help ensure you communicate clearly, nurture professional relationships, and develop your professional credibility.
To communicate professionally in person, you should adjust your tone according to the seniority of the person you're addressing, show interest in what others are saying, and remain calm. You should also be aware of correct word use and of how you speak, pronounce names correctly, and remain discreet at all times.
Communicating with professionalism and following the rules of good etiquette on the phone is an essential business practice, and can be just as important as communicating well in person.
Just like in face-to-face meetings, first impressions count. So the way you introduce or answer a call is very important.
To make the right impression, you can apply several common best practices:
You can follow six common best practices for making calls in a professional manner.
Prepare
Before you pick up the phone, you should be mentally and physically prepared to make a call.
This means you should know what you want to say and have all reference materials you might need close at hand. You should know your contact's name and position, and what this person's company does. You should also ensure your environment is free of noise and distractions.
Call at a convenient time
You should time your call to avoid disturbing or overwhelming the person you're calling. As well as being considerate, you're more likely to find a cooperative and engaged conversation partner if this person isn't stressed or under pressure.
When possible, you should prearrange a time to call – but let the other person know if you can't keep to this time.
Introduce yourself
When you call someone, introduce yourself in an appropriate manner and state the reason for your call. By clearly stating who you are and what you want to talk about, you equip the other person to respond appropriately.
Listen carefully and answer promptly
By listening carefully and responding promptly, you demonstrate that you value the person you're speaking to. Even if it's unintentional, interrupting others to make your own comments is rude. Instead, be patient and let the other person finish speaking before you respond.
However, it's a good idea to use simple words like "yes" and "okay" to confirm to the speaker that you're listening.
Avoid multitasking
It is important to give the other person your undivided attention. If you come across as distracted or disinterested because you're doing something else at the same time as being on the phone, you're likely to cause offense or frustration.
You should make a point of turning away from your computer and desk so that you can avoid the temptation to continue with work while you talk.
Take notes
You should take careful notes of the points made during the conversation. This will ensure the other person doesn't have to repeat information and you won't forget what was discussed.
Following some basic rules of cell phone etiquette in the workplace can help ensure your behavior is professional. When making or receiving calls on a cell phone, you should
When you answer the telephone, you should answer promptly, introduce yourself, smile, use a "telephone voice", and ask how you can help. Also use the caller's name and listen well.
When you make a telephone call, you should be prepared, call at a convenient time, introduce yourself, answer promptly, avoid multitasking, and take notes.
Guidelines for using a cell phone include using a private location to talk, using a discreet ringtone, and ensuring you don't interrupt meetings or conversations to take calls.
Voicemail, conference calls, and online chat all play important roles in business communication. Using the proper etiquette can increase the effectiveness of these communication channels and ensure you portray a professional image.
Voicemail includes either recording a message that callers can respond to in your absence or leaving a message for those who are unavailable to take your call.
Recording a voicemail greeting
Your voicemail greeting represents you, so it needs to be professional. Guidelines for recording a professional voicemail greeting are to
Respond to voicemail messages you receive as soon as possible. Alternatively, you could also state when you'll be able to respond in your voicemail greeting.
Leaving a voicemail message
Leaving a professional voicemail message can increase the willingness and speed of a person calling you back. Informative voicemail messages form positive impressions because the recipients will know what to expect and be at ease when it's time to call back.
You may have noted that when leaving a voicemail message for someone, two main components should be included. First always give your contact details, even if you've spoken to the person before as it'll save the person having to search for them.
Second, explain the reason for your call. This allows recipients to know the subject matter, access any relevant documents, and better prepare themselves for the discussion when they call back.
Don't specify the time and date of your call unless you're prompted to do this because the recipient's voicemail system usually records this automatically.
Conference calls are also subject to the rules of business etiquette. This is essential because several people dial into the same phone call at once. Without any form of etiquette, this type of communication could become awkward and confusing. To ensure this doesn't happen, you should
Although online chat is an easy and informal way for employees to communicate with each other, certain rules of etiquette do apply. Like a face-to-face conversation, an online chat should start and end with a polite greeting and farewell. Online chat responses should be brief and designed to encourage two-way communication. If one party has a lot to say, a better choice would be to e-mail, phone, or to meet face-to-face.
Be considerate of people who you're trying to have online chats with. Remember they're at work and may be too busy to reply immediately, so be patient.
The "nudge" function shakes the other person's online chat window and makes a sound to get attention for a response. This should be used sparingly and only if an urgent response is needed.
It's important to follow basic rules of etiquette for using voicemail, conference calls, and online chat. You should ensure a voicemail greeting you record is short and polite, states your details, and offers options to the caller. In a voicemail message you leave for someone else, you should specify the reason for your call and your contact details.
During conference calls, you should identify yourself, minimize background noise, and use the mute function whenever necessary.
Online chats should be short conversations that start and end with pleasantries. In an online chat, don't over-use "nudging" and wait patiently for responses.
When you consider how business correspondence is the public face of an organization, the need for proper, professional business communication becomes all the more apparent. Effective business writing reads well, is easy to understand, and is presented in an appropriate way.
Use simple language
You can make use of various strategies to simplify your language:
Tailor language to your audience
Don't use jargon your audience is unlikely to be familiar with – but also don't explain things the audience already knows. Ensure you address your audience correctly and with the appropriate level of formality. Be careful not to use sexist language.
Vary sentence construction
You should try to mirror the natural variations common in speech. For example, alternate long sentences with short ones, and avoid starting several sentences in a sequence with the same phrase.
Proofread
Proofreading enables you to identify and correct punctuation, grammar, and typing errors – all of which convey carelessness and a lack of professionalism. You should run spell checks for electronic documents, but also read what you've written. It's easy to misspell a word that the spell checker doesn't pick up.
Consider length and organization
Don't ramble – keep sentences to a rough maximum of about 20 one- or two-syllable words, and eliminate any redundant words or phrases. You should discuss points in the order of their importance. Also, organize your writing so each paragraph is about a different idea.
The general tips for writing professionally apply to e-mail. In addition, specific rules of etiquette apply to business e-mail. Guidelines surrounding the use of e-mail in business relate to both its function and form.
You should remember three main function-related guidelines for writing business e-mail:
In an e-mail, you must follow key guidelines to ensure it meets requirements of form.
Addressing a message
When addressing an e-mail message, it's important to ensure you
Always include a greeting or closing
When writing the main body of an e-mail, you should always include a greeting or closing with a business tone.
Don't use all uppercase or lowercase
Don't write words in uppercase in an attempt to add emphasis. Similarly, it's inappropriate to write full sentences all in lowercase.
Never use offensive language
Don't assume something won't offend others simply because you aren't offended. Avoid misunderstandings by not including anything that could be offensive to others.
Specify the response you need
You should specify the response you need in every e-mail so recipients are clear on what you're asking them to do.
Show you take your job seriously
Show you take your job seriously by being polite and factual. Never write an angry message or use e-mail for gossip.
Don't use emoticons or acronyms
Business e-mails don't use emoticons, which are facial expressions made from punctuation marks commonly used in informal e-mails to show the emotions the sender is experiencing. Also, don't make excessive use of acronyms that have become standard in informal communication.
Use attachments for long e-mails
You shouldn't send lengthy communications such as proposals and reports. Instead, use attachments to shorten potentially long e-mails.
Use a professional signature
As a sign of professionalism and to facilitate contacts, you should use a professional e-mail signature containing your name, your title, your company's name, your telephone number, and your company's web site address.
Formal letters, rather than e-mail messages, are appropriate for more serious types of communication. Particular rules of etiquette apply to formal business letters – which should also follow all the general rules for professional writing.
E-mail is used differently in a business context than in casual correspondence. The basic rules of any professional writing apply to e-mails, including simplifying your language and tailoring it to your audience, varying sentence construction and prose, proofreading and considering length and organization.
Guidelines specific to using e-mail in a business setting relate to both the function and form of e-mail messages. Examples of function-related guidelines are to refrain from using e-mail to avoid speaking to work colleagues directly and leaving automated out-of-office notes. Some examples of form-related guidelines are using appropriate addressing, avoiding offensive language and gossip, and including a professional signature.
accessories
Any items carried or worn in addition to clothing. Examples are handbags, jewellery, watches, belts, and hair clips.
accountability
Responsibility for one's actions and their results, whether these are positive or negative.
business casual
A term used to describe the appropriate style of dress for business events at which the usual, more formal dress code is slightly relaxed. It's generally a good idea to clarify exactly what style of dress is indicated by this term.
business etiquette
The standards, or rules, governing appropriate behavior and manners in a work environment.
business relationships
The professional relationships people have with one another in the workplace.
Cc
Abbreviation for carbon copy, the address field in an e-mail message that you use to specify the addresses of recipients who must receive copies of the message. These addresses will be visible to all other recipients.
conciliatory
In a manner designed to placate another person or effect a resolution to a conflict.
conflict
A disagreement in which the parties believe that their needs or interests are being threatened.
creativity and analytical activities
Activities that involve being creative, planning, or solving problems.
credibility
The quality of being trustworthy and reliable.
emoticon
An icon formed from punctuation marks that's used in electronic, text-based communication to convey mood or tone. An example is an icon of a happy face.
etiquette
Unwritten rules or expectations governing social behavior.
maintenance activities
Routine activities for ensuring continued functioning.
nudge
An online chat function designed to get a recipient's attention. Usually it's a button you can press to cause the recipient's online chat window to shake, and a sound to be played.
out of office note
An e-mail notification sent automatically in reply to an incoming e-mail, informing the sender that you are away.
people activities
Activities that involve interacting with others.
professionalism
The attitude, appearance, behavior, and level of competence exhibited by a professional in a work context.
punctuality
The characteristic of being on time.
SMART goal
A goal that's specific, measurable, achievable, realistic, and time-framed.
social intelligence
A type of intelligence that determines how well you manage your interactions with other people, including how well you get along with them and how effective you are at getting them to cooperate with you.