Effective Professional

Communication:

Part 1
Written Communication
D&S, LTD Training & Development
Professional Communication: Objectives

• Define effective professional

communication
• Identify components and best practices
of effective professional communication:
written communication

Confidential 13809 Research Blvd. | Suite 800 | Austin, TX 78750 800.400.7121 www.dandsltd.com
Professional Communication: Definitions
Effective
• To be effective is to produce the desired result. Thus, in terms of communication,
effective means that the message intended to be sent by one person is indeed the
same message received by another person.
Professional
• To be professional is to behave appropriately (with courtesy and respect) and
competently (using proper methods and vocabulary).
D&S Philosophy
• “We provide our clients with unparalleled service and results, while simultaneously
maintaining the highest levels of integrity and professionalism.”

Confidential 13809 Research Blvd. | Suite 800 | Austin, TX 78750 800.400.7121 www.dandsltd.com
Professional Communication: Definitions
Communication
• Information transmitted or conveyed. To
convey a thought or idea. Can be
professional, yet ineffective.

• You can speak courteously, but your ideas

can be unclear: “Please send me the thing.”

• Communication can also be effective, but

unprofessional. For example, you can confer
the thought that something is agreeable by
saying, “that’s cool, dude.”

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 Professional Communication: Components
Email format
• Recipient:
1. Valid email address
2. To: Who the email is addressing
3. CC: Has visibility but does not need to respond
4. BCC: Has visibility but can not be seen by recipient
• Subject Heading
1. Clearly identify the purpose of the email: Include Account #
• Body
1. Greeting – Dear Mr., Mrs., Ms., or Sir/ Madam
2. Content – The purpose of the email
3. Closing – Best Regards
4. Signature – Depends on your client

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Professional Communication: Example

Confidential 13809 Research Blvd. | Suite 800 | Austin, TX 78750 800.400.7121 www.dandsltd.com
 Professional Communication: Best Practices
Spelling
• Spell check
• Watch for correctly spelled synonyms (wright and right)
Grammar
• Proper punctuations
• Proper capitalization
• Read the email out loud
• When you are not sure then ask someone you trust
Content
• Clear and precise
• Consistent format
• Blocking (spacing)
• Address/ acknowledge each concern of the Customer
• Outline expectations (Yours and the customers)

Confidential 13809 Research Blvd. | Suite 800 | Austin, TX 78750 800.400.7121 www.dandsltd.com
Professional Communication: Best Practices
Content Continued
• Be honest (if you don’t know then don’t lie)
• Be polite
• Be gracious
• Be reassuring
• Be in control
• No emotion (Check the attitude at the door)
• 1st Person response takes ownership (when to
use We and I)

Confidential 13809 Research Blvd. | Suite 800 | Austin, TX 78750 800.400.7121 www.dandsltd.com
 Professional Communication: Best Practices
• Read your email out loud before sending
• Check the following
1. Correct recipient including CC and BCC
2. Correct subject
3. Body – Addresses all concerns
4. Correct signature
• Have a proof reading buddy (Could be your
supervisor)
• Use scripts for common responses (make
your own and share with your team)
• Use the Undo Send Option in Google
Email !!!!!

Confidential 13809 Research Blvd. | Suite 800 | Austin, TX 78750 800.400.7121 www.dandsltd.com