5.

01 PowerPoint

Objective 5.01 – Understand appropriate

business etiquette and business
communication.
Business Etiquette
 What Is Etiquette?
The set of:
Rules
Forms
Practices
established for behavior in a polite
society or in official or professional life
Business Etiquette
The rules of good
workplace manners For
example: Listening without
interrupting the speaker.
 Ways to Show Proper
Etiquette In the Workplace

Show up for work on time

everyday
Be dependable, honest,
trustworthy
Listen without interrupting
Be energetic and enthusiastic
 Internet Etiquette

Netiquette describes good Internet

behavior. These rules should be the
same behavior you follow in real life.
visit: -
http://www.albion.com/netiquette/corer
for more details
 (Electronic Mail)
Email Etiquette

Email is now the most common

method of communication for
many businesses.
 Email Etiquette Tips
Use good manners when writing email
messages as the email you send is a
reflection of you and your company.
Use correct spelling.
Keep your message short.
DO NOT USE ALL CAPS! It looks
like you are yelling.
 Email Etiquette Tips cont.
Keep the tone appropriate to the
situation.
If writing a personal note, feel free
to use :-) happy faces or :-( sad faces.
Never send prank email.
(Remember that your return address
is automatically included in all
correspondence.)
 Proper Etiquette Tips -
Posture
Posture – the way you:
Sit
Stand
Walk
Turn your head
Tells a lot about you!
Proper Etiquette Tips -
Voice/Speech
Inflect your voice
Use proper diction
to express yourself
Use appropriate
body language and
gestures
Maintain eye
contact with
audience
 Did you know that Business
Etiquette differs from one
country to the next?

What is considered acceptable

social behavior and manners in one
country may be unacceptable in
another country.
Compare Differences in Business
Etiquette Around the World

United States Japan

Receiving a It is polite to
gift from a refuse a gift
business once or twice
partner could before
be seen as a accepting it.
bribe.
Compare Differences in Business
Etiquette Around the World

India Mexico
Before getting Throwing
down to documents on a
business in table during a
India it is meeting is an
customary to insult.
have tea.
5.01 PowerPoint Part II

Effective & Appropriate

Business Communication
What is Communication?

The exchange of information

between sender and receiver.
Without a sender and a receiver
there is no communication.
Communication Skills

Basic skills are tools for getting

information and sharing ideas.
These skills are:
Speaking
Listening
Reading and
Writing
Speaking

Speaking is important; when you speak, you

want your listeners to get your point.
You need to have a clear idea of your:
Purpose – goal/reason for speaking
Audience – the person or group to
whom you are speaking.
Subject – Your main topic or key idea
when you speak.
Tips For Good Speaking Habits

Connect With Your Audience –

Make eye contact with your listeners.
Address people by name if possible
Match Your Body Language to Your
Message –
Check your Posture and facial
expressions
Use appropriate gestures
Tips For Good Speaking Habits

Avoid Non-words such as “uh” and “um”

Stress Key Ideas With Inflection
i.e. The pitch or loudness of your voice.
Use Correct Pronunciation
Practice Enunciation
Be Enthusiastic and Positive
 Listening

Listening is the other side

of speaking.
We have to practice
listening to become
effective at it. There are
two types of listening:
Active Listening
Passive or Taking Notes
 Active Listening

Signs of Active Listening include:

Responding with full attention.
Focus on main ideas being
communicated.
Use body language and facial
expressions to respond – sit up
straight, lean forward, smile, or nod
Listening In The Workplace

Listening is one of the main

activities in the workplace.
Here are some listening skills
you can practice in the
classroom that will benefit
you on the job.
Workplace Listening Skills

Jot down summaries in your own words

Focus on key words and main ideas (do
not try to write down everything)
Note actions you need to take
Use bullets (), asterisks (*), and
arrows (→) to show ideas that are
related or connected.
Workplace Listening Skills

Review your notes fairly soon

after you take them to be sure
you understand the information.
If you can’t take written notes,
make mental notes of important
points.
 Reading and Writing

Is there a day that goes

by in school without
reading and writing?
Reading and writing are
very important basic
skills needed in school
and in the workplace.
Reading Techniques
Preview – read only the parts of a written
work that outline or summarize its content. The
table of contents is a good example of an
outline.
Skimming – When you read through a book or
document quickly, pick out main ideas and key
points.
Context Clues – are hints about the meaning
of unfamiliar words or phrases provided by the
words surrounding them.
Writing Techniques

Organize your writing – write an outline of

what you have to say.
Watch your tone – Keep your audience in
mind.
Proofread – Use Spell Checker to check for
spelling and grammar errors. Have someone
check your work with you for any errors.
Edit your work – make changes to your work
until your message is clear.
Much of the advice for speaking well also
applies to writing well (review slides #21-23).
Common Forms Of Business
Writing
Memorandums (Memos) – used to
communicate with others in the same office
(Interoffice Memos) or with people outside
the office who work closely with them.
Memos are usually:
brief
focus on a limited topic
informal in tone
Memorandums

In the office today, printed memos

are seldom used.
Memos today are primarily either:
Keyed in the body of an email message
Sent as an attachment to an email
message
Sample Memorandum (Memo)

6X

TO: All Students Headings or Guide Words

FROM: Your Teacher Key in ALL CAPS, a COLON after each one
DATE: December 1, 200- then tab once or twice. DS between
SUBJECT: MEMORANDUMS Headings.
Memorandums, commonly called “Memos” for short are used in many businesspeople to
communicate with others in the same office. This form of communication is called
Interoffice Memos. Businesspeople also send memos to people outside the office who
work closely with them.
Memos are usually brief and focus on a limited topic. They are often fairly informal in tone.
Words such as TO: FROM: DATE: SUBJECT: in a memo are called Headings or Guide
Words. A colon follows each heading and they are usually keyed in Double Spaced Lines
(DS). Be sure set your margins as follows: Top margin – two (2) inches and all other
margins – one (1) inch.
Thank you. TM: 2 inches
BM, LM, RM – 1 inch
yt (Reference Initials of the FROM person. Key in lower case)
SS within paragraphs
DS between paragraphs.
Electronic Mail – Email

The most common form of business

communications to is email.
Email is also the fastest way to
communicate with other people.
Business Letters

A formal method used to communicate with

people outside the office such as:
Customers – people who buy products from
and/or use the services the business provides.
Suppliers – people and other businesses that
supply the goods for another business.
Business letters are usually printed on
company letterhead or stationery
Sample Business Letter
T& M Office Supplies
23 Main Street*Anytown* NC 27573 Business letterhead (Return
Tele: 339-555-2222**Fax: 336-553-2223**E-Mail: jonesm@t&m.com
December 1, 200-
address)
Key current date then QS
Mary Jones TM 1.5”-2” depending on
Manager, Paper R Us
40 Paper R Us Drive,
length of the letter
Paper Town, NC 27707
Inside or Letter address
LM, RM, & BM = 1”
Dear Mary Jones,

Thank you for sending us samples of your newest style of Post It. We like what we see and are interested placing an order however, we
want to clarify the following information: 1). How many Post It is in box? 2). How many different colors can customers get in one box? As
soon as we receive a reply from you will will place an order.

Should you have any questions please feel free to contact me via any of the communications methods listed above. I look forward to hearing
from you very soon.

Again, thank you for the new Post It sample.

Sincerely,

Mary Jones, Manager Complimentary Close. QS after keying

Enclosure notation Writer’s keyed name follows space for writer’s

handwritten signature. DS then key Enclosure
Reports
Purpose –
Address a topic at length.
A possible new project or
An ongoing project.
Reports also describe the results of
research.
Key the title centered, in all caps two (2)
inches from the top, QS after the title
Key th body in DS