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

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

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Email and Other Traditional Tools for Business Communication Chapter © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part Most Effective Communication Channels for Coordinating Work © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-2 Creating Effective Emails  Email communication is the primary form of written business communication  Most analysts expect it to be the primary tool for at least the next five to ten years in most companies © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-3 Principles of Effective Emails Use for the right purposes Ensure ease of reading Show respect for time Protect privacy and confidentiality © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-4 Principles of Effective Emails Respond promptly Maintain professionalism and appropriate formality Manage emotion effectively Avoid distractions © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-5 Use Email for the Right Purposes  Email communication has few constraints (low cost, little coordination) and high control (the writer can think them out carefully, and they provide a permanent record)  It is rarely appropriate for sensitive or emotional communication tasks It is also inefficient for facilitating discussions © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-6 Ensure Ease of Reading Provide a Short, Descriptive Subject Line Keep Your Message Brief Yet Complete Clearly Identify Expected Actions Provide a Descriptive Signature Block Use Attachments Wisely © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-7 Less-Effective Email © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-8 More-Effective Email © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-9 Show Respect for Others’ Time  Select Message Recipients Carefully  Provide Timelines and Options  Be Careful about Using the Priority Flag  Let Others Know When You Will Take Longer than Anticipated to Respond or Take Action  Avoid Contributing to Confusing and Repetitive Email Chains © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-10 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 © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-16 Less-Effective Response to an Angry Email © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-17 Manage Emotion and Maintain Civility  Defusing involves avoiding escalation and removing tension to focus on work objectives © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-18 More-Effective Response to Defuse an Angry Email © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-19 Texting in the Workplace  Texting is a relatively new and undeveloped form of communication in the workplace, and attitudes toward it vary significantly  Many professionals consider texting in the workplace as impersonal, uninteresting, rude, intrusive, or inadequate © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-20 Texting in the Workplace  Use Texts for Simple and Brief Messages, Not for Conversations  Make Sure Your Tone Is Positive, Supportive, and Appropriately Fun  Don’t Ask Questions You Can Get Answers to Yourself  Be Careful about Abbreviated Language, Emoticons, emojis, and Acronyms © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-21 Texting in the Workplace © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-22 Texting in the Workplace  Avoid Sarcasm and Jokes in Most Cases  Avoid Rescheduling Meeting Times or Places  Consider Turning Off Sound Alerts for Incoming Texts/Emails  Identify Yourself  Clearly End the Texting Exchange  Avoid Personal Texts during Work Hours © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-23 Texting in the Workplace © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-24 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 © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-25 Building Connections with Phone Conversations  Schedule and Plan for Your Phone Calls  Ensure Quality Audio  Open with a Warm Greeting and Use Your Caller’s Name  After Brief Small Chat, Direct the Conversation to the Issues at Hand  Speak with a Pleasant, Enthusiastic Voice © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-26 Building Connections with Phone Conversations  Share Conversation Time Equally  Apply the Rules of Active Listening and Avoid Multitasking  Take Notes on Important Points and Summarize Next Steps at the End of the Call  Close with Appreciation  Follow Up on Agreements © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-27 Sample Meeting Request and Agenda for a Phone Call © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-28 Sample Follow-up Message with Action Items © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-29 Participating in and Leading Group Voice and Video Calls  Practice Using the Technology before the Group Call  Use Your Webcam Effectively  Use Interactive Tools Wisely  Start the Call with Purpose and Take Charge  Follow the Guidelines of Effective Virtual Meetings © 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part 7-30 ... posted on a website, in whole or part 7- 11 Maintain Professionalism and Appropriate Formality  Avoid Indications That You View Email as Casual Communication  Apply the Same Standards of Spelling,... 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... Name  After Brief Small Chat, Direct the Conversation to the Issues at Hand  Speak with a Pleasant, Enthusiastic Voice © 2016 by McGraw-Hill Education This is proprietary material solely for

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Mục lục

  • Slide 1

  • Most Effective Communication Channels for Coordinating Work

  • Creating Effective Emails

  • Principles of Effective Emails

  • Principles of Effective Emails

  • Use Email for the Right Purposes

  • Ensure Ease of Reading

  • Less-Effective Email

  • More-Effective Email

  • Show Respect for Others’ Time

  • Appropriate Response Time to Emails

  • Maintain Professionalism and Appropriate Formality

  • Manage Emotion and Maintain Civility

  • Manage Emotion and Maintain Civility

  • Manage Emotion and Maintain Civility

  • Manage Emotion and Maintain Civility

  • Less-Effective Response to an Angry Email

  • Manage Emotion and Maintain Civility

  • More-Effective Response to Defuse an Angry Email

  • Texting in the Workplace

  • Texting in the Workplace

  • Texting in the Workplace

  • Texting in the Workplace

  • Texting in the Workplace

  • Manage Your Emails and Texts to Avoid Distractions

  • Building Connections with Phone Conversations

  • Building Connections with Phone Conversations

  • Sample Meeting Request and Agenda for a Phone Call

  • Sample Follow-up Message with Action Items

  • Participating in and Leading Group Voice and Video Calls

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