background preloader

Professional Communication in the Workplace

Facebook Twitter

Melanie Netherland*
James Roberts
Adam Nussbaum
Judith Pugh

High Level Objectives
At the end of the workshop, learners will be able to successfully:
• Use appropriate tools to enhance written messages
• Communicate effectively with customers and various departments in the organization
• Streamline key messages and adapt to different situations
• Identify opportunities to use different delivery methods (ie: phone vs email)
• Conduct interactions (whether written or verbal) in a professional manner

Speak With Impact: 12 Tips For Better Telephone Meetings. Untitled. The 5 Most Important Rules of Proper Telephone Etiquette - Online Employee Schedule Software. With so much attention being placed on online communication, whether it’s via email and social media, it seems that conversing with your actual voice is a lost art. However, answering the telephone is still a big part of the experience for many businesses. Talking with someone effectively on the phone truly is an art form. It’s so much different from both talking to people online and in person.

Online, you have the time to really devise a great answer and think about what you are going to speak about before you press “enter.” And when you are talking to someone in the flesh, you can use your facial expressions and body language to better translate what you are trying to get across. Whether you work in retail, a restaurant, or any other type of service industry, phone calls are still immensely important. If you want that perception to be a positive one, here’s what you need to do to step up the way you help customers on the telephone. Answer the Telephone Quickly As Possible Conclusion. Uk.businessinsider. 25 Tips for Perfecting Your Email Etiquette. In the age of the Internet, you might find yourself clicking "reply," typing up a quick response, and hitting "send" without giving so much as a thought about what you've just written. But experts agree that your e-mail behavior has the potential to sabotage your reputation both personally and professionally.

Inc.com got in touch with some of the industry's most seasoned e-mail experts and had them weigh in on how to perfect your e-mail etiquette. 1. Only discuss public matters. We've all heard the stories about a "private" e-mail that ended up being passed around to the entire company, and in some cases, all over the Internet. One of the most important things to consider when it comes to e-mail etiquette is whether the matter you're discussing is a public one, or something that should be talked about behind closed doors. 2.

Editor's Note: Looking for Email Marketing Services for your company ? 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. Five Tips for Email Communication - The Emily Post Institute, Inc. Electronic communication is constantly changing. Email is great for fast and effective communication, but basic rules for clarity, courtesy, and respect should still be kept in mind. While email is certainly a more informal form of communication, here are some tips for effective and civil email communication. 1. Let it simmer. Don’t send an email in haste when you are upset. If you are thinking of addressing a workplace problem via email, give it a few days. 2. Be sure to include an informative and poignant subject line. 3. While spellcheck is a great tool, always read your emails over once or twice for grammar, spelling and word choice. 4.

Be aware of usage of all caps, emoticons, and text message abbreviation. 5. While there is no doubt that email is more informal than a typed letter, salutations and closings are still important. Four Ways Social Media Has Changed Business Communication. Role of social media in business communication. Forbes Welcome. Tone in Business Writing. Summary: This handout provides overviews and examples of how to use tone in business writing. This includes considering the audience and purpose for writing. Contributors:Dana Lynn DriscollLast Edited: 2010-04-21 08:21:16 What is Tone? "Tone in writing refers to the writer's attitude toward the reader and the subject of the message. Business writers should consider the tone of their message, whether they are writing a memo, letter, report, or any type of business document. How can I make sure my messages have the appropriate tone?

The writer should consider several things when preparing to write. Why am I writing this document? Why am I writing this document? You should take time to consider the purpose of your document in order to determine how you should express the message you wish to convey. When you consider the message and how you wish to express it, the tone of your message will become apparent. For example: Who am I writing to and what do I want them to understand? Who is your audience? The Difference Between Formal and Informal Writing. When it comes to writing in English, there are two main styles of writing – formal and informal. Consider these two examples: Example 1: This is to inform you that your book has been rejected by our publishing company as it was not up to the required standard. In case you would like us to reconsider it, we would suggest that you go over it and make some necessary changes.

Example 2: You know that book I wrote? Well, the publishing company rejected it. The difference between the two is obvious. It is the style of writing, or the way we use words to say what we want to say. Here's a list of some of the main differences between informal and formal writing: Informal: May use colloquial words/expressions (kids, guy, awesome, a lot, etc.).Formal: Avoid using colloquial words/expressions (substitute with children, man/boy, wonderful, many, etc.) Informal: May use contractions (can’t, won’t, shouldn’t, etc.).Formal: Avoid contractions (write out full words – cannot, will not, should not, etc.). How to Organize Ideas | Antioch University. Writing a paper can be a daunting task, especially when we have so many ideas about what to include. Creating some sort of visual aid before writing the first draft helps to organize your ideas and may even help you discover what your main point is. There are a variety of ways to get your ideas on paper.

Choose the method that aligns best with the way your brain works. Create a Mind-Map A mind-map generally works for people who consider themselves “messy” thinkers. Make an Outline An outline is a more tidy version of the web, typically based on the structure of an essay or paper. Introduction: Opening Statement: a catchy line that draws the reader in. Body Paragraphs. Topic sentence: what is this paragraph about? Conclusion: Restate your point in a new and fresh way.Add a final thought – something to leave the reader with. You can create a box for each of these ideas. Build a House Another option is build a house using the essay structure frame. Turn a blank sheet of paper length-wise. The 10 Commandments for Delivering Bad News. This article is by Robert Bies, a professor of management at Georgetown University's McDonough School of Business. Moses with the tablets of the Ten Commandments, painting by Rembrandt (1659) (Photo credit: Wikipedia) I have spent more than 20 years researching how managers deliver bad news, and a few rules and commandments have consistently emerged as best practices.

Here are 10 of them. Like the more well‐known set of 10 Commandments, these rules provide an ideal ethical guideline—but they also prove difficult to always follow. The Tenth Commandment: Thou shalt never surprise. The Ninth Commandment: Thou shalt never delay. The Eighth Commandment: Thou shalt never hide the facts. The Seventh Commandment: Thou shalt always put it in writing. The Sixth Commandment: Thou shalt always justify.

The Fifth Commandment: Thou shalt always look for the silver lining. The Fourth Commandment: Thou shalt always bring solutions. The Second Commandment: Thou shalt always follow up and follow through. How to Deliver Bad News to Your Employees. Kenneth Andersson for HBR Delivering bad news is tough. It’s even harder when you don’t agree with the message or decision you’re communicating. Maybe you have to tell your star performer that HR turned down her request for a raise or to inform your team that the company doesn’t want them working from home any longer. Should you toe the line and act like you agree with the decision or new policy? Or should you break ranks and explain how upset you are too? What the Experts Say “In a managerial role, it’s natural to feel ambivalence” when delivering disappointing news, says Joshua Margolis, a professor of business administration at Harvard Business School.

This is because you always have two different parties’ interests at heart — that of your employees and that of upper management. Prepare for the conversation Be sure to have all your ducks in a row before talking with your employees. Be thoughtful and caring but don’t sugar coat the news. Principles to Remember Do: Don’t: Selling unpopular ideas | Surviving Leadership. All the news stories of how unhappy many workers are about Black Friday becoming Black Thursday conjured up images of how THAT team meeting must have gone. “Uh…yeah…and you know how normally you guys get Thursday off to spend with your family and gear up for the craziness of the day after Thanksgiving? Um….not so much. Hey, think of it this way – now you don’t have to do the dishes!” No matter how it was announced, I can’t imagine it went well. As a leader, you are going to make decisions that will upset your team.

Remember, it’s not a popularity contest: We get it. Let’s face it…an unpopular decision is called that for a reason. Got advice for the rest of us? Like this: Like Loading... Delivering Unpopular News -- When You Haven't Bought In. 10 Resources To Upgrade Your Grammar And Writing Skills. English grammar is something that is treasured by everyone. We all want to improve on our grammar skills so that we are able to communicate with some level of mastery. Being able to construct grammatically correct sentences is not only seen as a skill but as a treasure that everyone yearns for. It is because of this that grammar lovers have created online channels that can help an individual enhance their English grammar skills so that they can be fluent when they speak the language. In addition to improving your grammar, the websites can also assist you while improving on your writing skills, so that you can dazzle people with your accurate and correctly constructed sentences.

So here’s a list of ten free online resources that can help an individual improve their English grammar and writing skills. 1. The writing guide is perfectly suited for young writers and the students. 2. From the name itself, you cannot expect anything less than exquisite grammar lessons. 3. 4. 5. 6. 7. 8. 9. 10. How to Improve Your Business Writing. You probably write on the job all the time: proposals to clients, memos to senior executives, a constant flow of emails to colleagues. But how can you ensure that your writing is as clear and effective as possible? How do you make your communications stand out? What the Experts Say Overworked managers with little time might think that improving their writing is a tedious or even frivolous exercise. But knowing how to fashion an interesting and intelligent sentence is essential to communicating effectively, winning business, and setting yourself apart.

“As Marvin Swift memorably said, clear writing means clear thinking,” said Kara Blackburn, a senior lecturer in managerial communication at the MIT Sloan School of Management. “You can have all the great ideas in the world and if you can’t communicate, nobody will hear them.” Luckily, everyone has the capacity to improve, says Bryan Garner, author of The HBR Guide to Better Business Writing.

Be direct Make your point right up front. Do: 12 Tips for Better Business Writing. Today’s business world is almost entirely information-driven. Whether you run a small business or occupy a small corner of the org-chart at a massive multinational corporation, chances are that the bulk of your job consists of communicating with others, most often in writing.

Of course there’s email and the traditional business letter, but most business people are also called on to write presentations, memos, proposals, business requirements, training materials, promotional copy, grant proposals, and a wide range of other documents. Here’s the rub: most business people have little experience with writing. While those with business degrees probably did a bit of writing in school, it’s rarely stressed in business programs, and learning to write well is hardly the driving force behind most people’s desire to go to business school. 1. In business writing as in virtually every other kind of writing, concision matters. 2. 3. 4. I know, I just said this, but I mean something else here. 5. 6. Businessinsider. Grammar and Usage. In the past week, two clients have written to ask whether they should refer to their company or division using the singular it or a plural pronoun.

Below are their examples, slightly disguised. The underlining indicates the pronoun they doubted. Company X wishes to express our sincere appreciation for Company Y’s continued support. Human Resources is welcoming a new member to our department. What do you think? The problem with both examples is not the plural pronoun. What's wrong is the use of the singular verbs wishes and is. These examples are consistent, with all the plural parts underlined: We at Company X wish to express our sincere appreciation for Company Y’s continued support. We in Human Resources are welcoming a new member to our department. No doubt both clients used a singular verb because it sounds—and is—correct. But if the sentence parts are to hang together consistently, the word choices must all be plural or all be singular. What do the style manuals recommend? Business Email Etiquette Basics - Business Email Etiquette. “There are four ways, and only four ways, in which we have contact with the world.

We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it.”– Dale Carnegie (1888-1955) American Educator When it comes to your business e-mail communications, you need to make an impression that can lend to the determination that you are a credible professional enterprise and someone who will be easy and a pleasure to do business with.

You only have one chance to make that first impression which will be invaluable to building trust and confidence. Below are the key Business Email Etiquette issues that need to be considered with every commercial e-mail sent. These are the issues business owners, their employees and Netrepreneurs need to be aware of in their day-to-day online communications to ensure the best possible results.

There you have it! Telephone calls vs. Emails: Is Office Etiquette Changing? | Summit Blog. I consider myself lucky to be a graduate of the University of Maryland with a Marketing degree, but even more so because I have remained in my field since I graduated. My first job was in the temporary help placement industry where I was an outside rep knocking on doors and establishing relationships with a wide variety of people.

Those days it was expected of you to meet an individual in person! After that job, I worked in the publishing industry within Business to Business Marketing where I also had to work with a team face to face, and contact customers daily. When I entered the Promotional Products industry in 1993, it was again required that we had as much contact with our clients and prospects as possible. What was great was that the clients and prospects expected it. As time moved on, technology changed and I became accustomed to using e-mail to communicate while following up with direct dialogue. Influences on the life of a millennial is the rapid expansion of technology.

The Secret to Selling Your Company's Message. Improving Your Written Communication Skills. Writing Skills - Communication Skills Training from MindTools.com. 30 Email Etiquette Tips For Avoiding Sloppy Emails.