Business communication developing leaders for a network world 2nd CHAPTER 7

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Email and Other

Traditional Tools

for Business Communication

Chapter 7

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Most Effective Communication Channels for

Coordinating Work

Creating Effective Emails

 Email communication is the primary form of

written business communication

for at least the next five to ten years in most companies

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Principles of Effective Emails

Use for the right purposes.

Ensure ease of reading.

Show respect for time.

Protect privacy and

Protect privacy and

Principles of Effective Emails

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Use Email for the Right Purposes

writer can think them out carefully, and they provide a permanent record)

emotional communication tasks It is also inefficient for facilitating discussions

Ensure Ease of Reading

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Less-Effective Email

More-Effective Email

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Show Respect for Others’ Time

than Anticipated to Respond or Take Action

Repetitive Email Chains

Appropriate Response Time

to Emails

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Maintain Professionalism and Appropriate

Formality

Casual Communication

Punctuation, and Formatting You Would for Other Written Documents

 Use Greetings and Names

Manage Emotion and

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Manage Emotion and

Maintain Civility

 Flames

emails or other digital communications with

“hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm

to a person or an organization

 Cyber silence

nonresponse to emails and other communications.

Manage Emotion and

Maintain Civility

 Cyber incivility

violation of respect and consideration in

an online environment based

on workplace norms Active, passive

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Manage Emotion and

Maintain Civility

 Reinterpretation

involves adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations

 Relaxation

involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response.

Less-Effective Response to an Angry Email

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Manage Emotion and

Maintain Civility

 Defusing

involves avoiding escalation and removing tension to focus on work objectives.

More-Effective Response to Defuse an Angry

Email

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Texting in the Workplace

attitudes toward it vary significantly

workplace as impersonal, uninteresting, rude, intrusive, or inadequate.

Texting in the Workplace

 Use Texts for Simple and Brief Messages, Not for

 Be Careful about Abbreviated Language,

Emoticons, emojis, and Acronyms

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Texting in the Workplace

Texting in the Workplace

 Avoid Sarcasm and Jokes in Most Cases

Incoming Texts/Emails

 Identify Yourself

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Texting in the Workplace

Manage Your Emails and Texts to Avoid

Distractions

 Check digital messages just two to four times

each day at designated times.

 Turn off message alerts.

 Use rich channels such as face-to-face and phone conversations to accomplish a task completely.

 Reply immediately only to urgent messages.

 Avoid unnecessarily lengthening an email chain.

 Use automatic messages to help people know

when you’re unavailable

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Building Connections with

Phone Conversations

Building Connections with

Phone Conversations

Multitasking

Summarize Next Steps at the End of the Call

 Follow Up on Agreements

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Sample Meeting Request and

Agenda for a Phone Call

Sample Follow-up Message

with Action Items

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Participating in and Leading Group Voice and

Video Calls

 Practice Using the Technology before the

Group Call

 Use Interactive Tools Wisely

Meetings