Embed Size (px)
Citation preview
Professional Communicationin 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
Image | http://www.articulate.com/rapid-elearning/wp-content/uploads/2007/09/comm_process.jpg
Basic Communication Theory
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 withemail
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’vereceived the message and that you areworking 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 transferthem 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 tovoice 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 ofmessages 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 themessage
• Inform the recipient if you have respondedto 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 tosend 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 animmediate 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, fontsize, 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 andidentifies you– Pacific provides an “alias” option as an
alternative to your PUNetID• Appropriate and professional words• Examples:
Email: Additional Resources
• www.thewritemarket.com/mcnn/index.php?mcnn=keel&title=15%20Top%20Tips%20for%20Effective%20Email%20Communication
• http://careerplanning.about.com/od/communication/a/email_tips.htm
Questions?
Lance KisslerDirector of MarketingMarketing & Communications, University RelationsPacific [email protected]
