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/co
rerules.html 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
Receiving a
gift from a
business
partner could
be seen as a
bribe.
Japan
It is polite to
refuse a gift
once or twice
before
accepting it.
Compare Differences in Business
Etiquette Around the World
India
Before getting
down to
business in
India it is
customary to
have tea.
Mexico
Throwing
documents on a
table during a
meeting is an
insult.
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
FROM:
Your Teacher
DATE:
December 1, 200-
SUBJECT: MEMORANDUMS
Headings or Guide Words
Key in ALL CAPS, a COLON after each one
then tab once or twice. DS between
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.
yt (Reference Initials of the FROM person.
TM: 2 inches
Key in lower case)
BM, LM, RM – 1 inch
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
Tele: 339-555-2222**Fax: 336-553-2223**E-Mail: jonesm@t&m.com
December 1, 200-
Key current date then QS
Mary Jones
Manager, Paper R Us
40 Paper R Us Drive,
Paper Town, NC 27707
Inside or Letter address
Business letterhead (Return
address)
TM 1.5”-2” depending on
length of the letter
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,
Complimentary Close. QS after keying
Mary Jones, Manager
Writer’s keyed name follows space for writer’s
Enclosure notation
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