Welcome

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- [Voiceover] Hi, I'm Suzanna Kaye, Professional Organizer and Productivity
Trainer. You may have heard the saying, In business, this is especially true. Your first
impression sets the tone for the rest of your relationship. Improper or inappropriate
etiquette sets a negative tone for your communication. This course is focused on
etiquette standards within the United States of America. Each country and region has
its own unique etiquette rules, so when communicating with someone from or in a
different country, make sure to learn the etiquette basics for their area. In this course,
I'll use both good and bad examples to explain using proper etiquette in your
emails. Some standards to use when sending and receiving business text
messages. Writing business letters that are properly formatted and appropriate for
any business occasion including what to say in thank you and sympathy cards and
creating phone messages that are clear and effective, By understanding the
standards of etiquette, you can make an informed choice when to bend or break the
rules based on your own situation. Are you ready? Let's begin.

Understanding common etiquette practices in subjects, greetings, and

signatures

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- The subject, greeting, and signature of your e-mail are what set the tone for your
entire message. This is an example of an e-mail sent to a new, perspective
client. What do you think could be improved within this subject line? In this example,
the subject line Great Opportunity tells very little about what information is in the e-
mail. In order to help Jane find the e-mail again later if she needs it, a better subject
line may be: Free Class: How to Organize Your Home Office March 6. Sometimes you
might want to reply to an e-mail with information that either adds a new element to
the conversation or is a completely separate topic. The reply subject automatically
shows RE in the original subject. If your content no longer suits that subject, change
it to reflect this new message or send a new e-mail instead. It's not helpful to the
receiver to have a listing of e-mails like this when not all of them are really
talking about last Monday's meeting. For example, if one of these e-mails discussed a
special report for Tuesday's meeting, it's polite to start a new e-mail with the subject
line: New Report for Tuesday's Company Meeting instead. Let's take a look at the
sample e-mail again. Is the greeting line, Hey, Jane! appropriate for an e-mail to a
brand new prospect? Most likely not. Some people take offense when they feel a
business greeting is too familiar. Unless you know their preference, it's best to
choose a more formal greeting. An example would be: Dear Mrs. Smith. With the
formal option, you're less likely to start off your message with a bad feeling. For
greetings in a group e-mail, there are a few options depending on your situation. If
your e-mail's addressed to two or three people, you can choose to address them as a
group, such as, Dear Analysis Team, or individually in order of their status in the
organization such as, Dear Mr. Brown, Mrs. Dean, and Ms. Davies for a CEO, Vice
President, and Team Lead respectively. As a side note, if you don't know how a
female prefers to be addressed, Mrs. or Ms, use the generic Ms. title. Finally, looking
back at our sample e-mail again, let's talk about the signature line. A signature can
vary widely depending on your position as well as what information you want to get
across. In the example, the only information provided is the sender's first name,
phone number, and company name. This is a good start but for a first e-mail, the
signature should contain much more information. In the first e-mail of a thread the
signature should include your name, preferably both first and last name if you don't
have a strong relationship such as with a new prospect. You should always include
your phone number in every signature as well as your e-mail address. Although your
e-mail address is also included in the From section of the e-mail, some e-mail servers
replace known e-mail addresses with the person's name, meaning either your
address can't be seen or it takes a few extra steps to view it. Assume the recipient will
copy and paste your signature into an address book. So include all important
information. Some other information that you might want to include depending on
your own business could be: your job title, fax number, website address, office
address, company description, social media links, or brief announcement or
promotional phrase. Be careful not to make your signature too long. The most
important information including your name and contact information should be listed
first. Here's an example of an appropriate e-mail signature for a first e-mail
message. A few notes on signatures, if you're going to use an image as part of your
signature, make sure to keep it small in size to avoid making the e-mail too
large. Also, if your name, phone number, or e-mail address are only shown in the
image, make sure to add the information below it in text as well. Many e-mail servers
are set to block images and some might not load properly. This ensures your
information is not lost due to an image that won't display. Here's an example. Finally,
when replying to an e-mail, you should not use your full signature. This will make the
reply thread too long to read easily. For replies, only list the basics which are your
name, phone number, and e-mail address. This makes it easy for the recipient to
find the most important information quickly without scrolling through a long thread
of replies. These are some of the very basic elements of e-mail etiquette with subject
lines, greetings, and signatures. In the next movie, I talk about some of the basic
etiquette standards in the body of your e-mail.

Understanding etiquette within the body of an email

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- The body of your email is essential in order to convey your message clearly. This is
an example of an email sent to a prospective client. What do you think could be
improved within the body of this mesage? There are a few ways we can adjust this
email for more effective communication. First, let's make it easier to read. In our fast-
paced work days, most people don't take the time to read every word of an
email. They skim the email instead, quickly glancing over for important
information. The easier your email is to skim, the more likely you are to get a
response and the more appreciative the receiver will be. A few ways to do this
are: Add bullet points for multiple pieces of information. Keep the email
short. Reduce most filler words and conversations that are not pertinent. One friendly
sentence is usually more than enough. Use extra spacing and paragraphs to separate
key points or ideas. When referring to an item such as a report or another
person, make sure to add a little bit more description so the receiver doesn't have to
try to remember what you're referring to or look up additional information. Using
these techniques with our example, the message now looks like this. It's much easier
to quickly see what information is important and the basic content of the
email. You'll also notice that the message now starts with the most important
information. This is a concept of writing the email backwards. We often have the
tendency to begin an email with small talk, but to get your message across faster and
clearer, put the most important information first. The first one or two sentences
sometimes shows a preview in the receiver's inbox. So they can see those lines
without even opening the e-mail. Also, your call to action does not get lost in the
email or put off until later. Finally, we changed the font from the original
message. Using a common system san serif font, such as Arial or Verdana, at a font
size that's generally easy to read on a screen, such as 12pt, makes the message much
easier to skim. Depending on the receiver's settings, they may only see your
messages in plain text. This is a basic font without additional formatting, such as
bold, italics, or special characters. Therefore, we use the dash instead of formatted
bullets. Still be seen no matter what the receiver's settings are. This new message
format will ensure you get your point across quickly, and you respect the receiver's
time. Anything you can do to same the other person time or energy, is simply good
etiquette and communication.

Understanding etiquette within the body of an email

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- The body of your email is essential in order to convey your message clearly. This is
an example of an email sent to a prospective client. What do you think could be
improved within the body of this mesage? There are a few ways we can adjust this
email for more effective communication. First, let's make it easier to read. In our fast-
paced work days, most people don't take the time to read every word of an
email. They skim the email instead, quickly glancing over for important
information. The easier your email is to skim, the more likely you are to get a
response and the more appreciative the receiver will be. A few ways to do this
are: Add bullet points for multiple pieces of information. Keep the email
short. Reduce most filler words and conversations that are not pertinent. One friendly
sentence is usually more than enough. Use extra spacing and paragraphs to separate
key points or ideas. When referring to an item such as a report or another
person, make sure to add a little bit more description so the receiver doesn't have to
try to remember what you're referring to or look up additional information. Using
these techniques with our example, the message now looks like this. It's much easier
to quickly see what information is important and the basic content of the
email. You'll also notice that the message now starts with the most important
information. This is a concept of writing the email backwards. We often have the
tendency to begin an email with small talk, but to get your message across faster and
clearer, put the most important information first. The first one or two sentences
sometimes shows a preview in the receiver's inbox. So they can see those lines
without even opening the e-mail. Also, your call to action does not get lost in the
email or put off until later. Finally, we changed the font from the original
message. Using a common system san serif font, such as Arial or Verdana, at a font
size that's generally easy to read on a screen, such as 12pt, makes the message much
easier to skim. Depending on the receiver's settings, they may only see your
messages in plain text. This is a basic font without additional formatting, such as
bold, italics, or special characters. Therefore, we use the dash instead of formatted
bullets. Still be seen no matter what the receiver's settings are. This new message
format will ensure you get your point across quickly, and you respect the receiver's
time. Anything you can do to same the other person time or energy, is simply good
etiquette and communication.

Understanding auto-responder emails and receipt acknowledgments

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- Sometimes you may be in a situation where it's not possible to reply to an
email within the preferred 24 hours. In these situations, an autoresponder or receipt
acknowledgement may be a helpful tool. Knowing how to use these effectively is
important to send the right message. Autoresponses are messages set to go out
automatically as a reply to any new message that arrives. You can usually set this up
within your email settings. One note about setting up your autoresponder: choose
the option to limit the reply to one per email address if it's available. This means if
you receive more than one email from the same address, they won't get another
autoresponse. This is helpful especially if you receive messages from any email
addresses that are not monitored, such as newsletters. An autoresponse email should
have most of the same elements as any other email. Here's an example. How could
we make this better? In an autoresponse email, it's helpful to list the actual dates you
will be away from email. Instead of saying you will be away this week, a more
appropriate description would be I will be away from my email from Tuesday, April
4th, through Tuesday, April 11th. This alleviates any confusion over when your
absence began and when they can expect a response. If you don't plan to respond to
emails within 24 hours of your return, it's also helpful to list the date when they can
expect a response, such as, I will respond to my messages within 48 hours of my
return. Or I will respond to your email by the end of the day Thursday, April
13th. Setting this expectation will help the sender determine when to follow up, and
if they need a response sooner, they can ask someone else right away. Also, it's not
appropriate in a business setting to list too much personal information within the
autoresponse. Don't include where you will be unless it applies directly to your
business. If you're planning to be at an industry conference, you may or may not
want to include that information. But mentioning a vacation to the Bahamas does
not convey professionalism. Finally, it's helpful to include a contact who can assist the
sender while you're away. If you do mention someone who can help, make sure to
include their email address and phone number as well as their full name and
title. This will provide context as their relationship to you and the company as well as
make it easier to reach out if they do need assistance. Make sure to check with your
colleague and let them know that you're sharing their contact information before
you set up your autoresponse. An adjusted autoresponse email may look like this. 

Understanding when and how to reply to an email

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- Email has changed the way we conduct business and communicate. But it's not
appropriate for all situations. Here are a few more etiquette standards to be aware of
when using email. To avoid accidentally sending an email before you've had a chance
to review it, don't complete the "To" address until you're ready to send it. This will
avoid accidentally hitting Send before you're ready. Email's a great way to send non-
urgent information and to keep an easily accessible record of a conversation. It's
perfect for delegating tasks, sending files, communicating with the group, and
sending written communication. Email's not the best form of communication for
urgent information or requests. By sending a message through email, it's implied
that the content is not extremely urgent and can be attended to within 24 to 48
hours in general. Mail's also a very poor choice for information that requires a lot of
explanation or a back and forth conversation. It's much faster and clearer to make a
phone call rather than sending a long email or going back and forth with the
replies. Doing so can come across as inefficient and inconsiderate. Remember that
email is a permanent written record. Never send information through email that you
would not want possibly shared or used against you. An email's a record that can
easily be shared and stored indefinitely. To avoid any legal, human resources, or
other issues, make sure to never send anything confidential, damaging,
embarrassing, or illegal through email. A face to face conversation is best for
sensitive data. When sending attachments through email, be aware of the file
size. Sending an unnecessarily large attachment causes slow loading of the
receiver and may take up more storage space in their server than necessary. Stick to
small files, or link to a large file stored on a shared platform such as Dropbox or
Hightail. Also, don't send file types that could be perceived as a possible threat. Files
with the extensions .exe, .vbs, .bat, and .com are often used in virus attacks. Many
spam filters and antivirus programs will block these attachments or send them to a
spam folder, so the recipient may not even receive them. If you do need to send a
file with one of these extensions, use a shared platform and let the recipient know
the details of what that file is. Respect people's time and don't clutter their
inbox. Make sure that the email you send is one the person wants to receive. Chain
letters or spam are in very poor taste and can be seen as rude and even illegal. In an
email, the reader can't hear vocal variety in tone. This means that your message can
easily 

Understanding common etiquette practices in text message content

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- Unlike letters and even email, texting in business is a relatively new method of
communication. Therefore the standards for etiquette are still being
determined. That being said, there are some basic etiquette standards that are
agreed upon and some guidelines for etiquette that are recommended. Text
messaging is the most casual and familiar form of communication in business
today. This is a new element so not all contacts will feel comfortable using text
messaging for business purposes. Always check with your contact first before using
text as a form of business communication. Also, determine how casual your
relationship is in order to decide how formal your text messages should be. Texting is
intended for short messages. Some phones cut longer text messages into multiple
parts and they might not place them in the correct order so a longer message may
become confusing to the recipient. Anything longer than a few sentences is probably
best sent by an email or conveyed with a phone call. In business texts, as with all
written communication, grammar, spelling and punctuations rules still
apply. Although text messaging is a much less formal method of communication, in
the business realm, it still requires the formality of complete sentences, accurate
spelling and correct grammar. Although abbreviations such as Lol and happy
faces are more acceptable in text messages, make sure the relationship between
yourself and receiver is appropriate before using them. As with email, avoid any
unusual abbreviations or emoticons, the recipient should be able to easily
understand your message without researching the meaning. With text messages,
unless your phone number is saved to the receiver's address book, they might not be
able to identify who the text message is from. Make sure whenever you text
someone for the first time, you identify yourself with your name and how you know
them. This gives them a chance to save your information if they've not already and it
avoids the awkward text message reply of "Who is this?" We type text messages so
fast sometimes that it's easy to miss when we type the wrong word or when Auto
Correct guesses and replaces the wrong word. Proofreading is essential in
texting, always reread your text for accuracy and tone before sending. When sending
a text message, be aware that it's common for people to have notifications that
include the full text on their phone. This means that not only can the recipient see
your text but also anyone near them. Be careful not to send anything that could be
embarrassing or confidential especially in a work environment. A text message has a
higher level of urgency than an email but it's a more casual form of
communication. You can usually expect a response to a text within 12 hours. Texting
is a great way to pass on information or to ask a quick question. If your request is
truly urgent however, a phone call conveys the highest level of importance. Also, just
like email, a text message is a permanent written record of your conversation and it
can easily be shared without your consent or even knowledge. Make sure never to
send confidential, sensitive or illegal information through a text message. Also never
send spam, unsolicited marketing or information through a text message. Depending
on the settings in both your phone and the recipient's, the receiver may be able to
see when you've read the text message. If you do receive and read a text
message but can't fully reply immediately, make sure to send some form of
acknowledgement such as "I received your message. "I'm not able to fully respond
right now "but I'll get back to you by the end of the day today." The basic etiquette
for email applies to text messages as well so I recommend you'll also refer to the
email etiquette movie and apply the same rules to your text messages including
tone, legality and abbreviations.

Understanding etiquette when replying to a text message and

appropriate expectations

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- Etiquette regarding following up on a text message  is an area that's still being
defined. In general, people expect a fast response to a text message, so try to reply
within 12 hours maximum. How do you follow up with someone when you've not
received a response? Let's look at some examples. How would you adjust this
message? In this sample text, it's difficult to determine what message the sender's
referring to. If you're following up on a text message that received no response, be
specific about which message you're talking about. An example of a more specific
text would be like this. Just like with email, always be polite when following
up. Please and thank you are still appropriate in a text message. For a more causal
relationship, the abbreviation TY can be used for thank you instead. Wait a full 12
hours to follow up on a text message that's not been responded to. If the matter's
more urgent, follow up with a phone call rather than another text
message. Operating any form of machinery or doing a task that requires focus can be
dangerous while texting, so never distract yourself by texting. Text messaging is a
very fast and easy method of communication. When used correctly, it can increase
efficiency, but when used poorly, it can reflect negatively on you. Make sure you
know your relationship with the receiver, their preferences, and always err on the
side of too formal rather than too casual.

Understanding etiquette when replying to a text message and

appropriate expectations

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- Etiquette regarding following up on a text message  is an area that's still being
defined. In general, people expect a fast response to a text message, so try to reply
within 12 hours maximum. How do you follow up with someone when you've not
received a response? Let's look at some examples. How would you adjust this
message? In this sample text, it's difficult to determine what message the sender's
referring to. If you're following up on a text message that received no response, be
specific about which message you're talking about. An example of a more specific
text would be like this. Just like with email, always be polite when following
up. Please and thank you are still appropriate in a text message. For a more causal
relationship, the abbreviation TY can be used for thank you instead. Wait a full 12
hours to follow up on a text message that's not been responded to. If the matter's
more urgent, follow up with a phone call rather than another text
message. Operating any form of machinery or doing a task that requires focus can be
dangerous while texting, so never distract yourself by texting. Text messaging is a
very fast and easy method of communication. When used correctly, it can increase
efficiency, but when used poorly, it can reflect negatively on you. Make sure you
know your relationship with the receiver, their preferences, and always err on the
side of too formal rather than too casual.

Understanding the proper elements and etiquette in a business letter

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- Within a business letter, there are several elements which when used
properly, convey a level of professionalism, formality and importance. Let's talk about
the different parts of a professional letter. How could this letter's format be
improved? In this example, there are several key elements missing. In standard letter
formats, you always begin with the sender's name and address in the top left of the
letter. This allows the recipient to easily see who the letter's from and where to send
a reply if one's needed. Below that should be a date. Since the letter's delivery time
can vary and a letter's often used as a permanent written record of communication, a
date let's the receiver know when the letter was sent and helps when referring back
to it at a later date. Before the greeting line, the standard formality is to list the
receiver's name and address. This field has become more optional with modern-day
letter writing. You may list the person's full name and address or only their name,
title and department or you may skip this field altogether and just leave a larger
space before the greeting. The greeting of a letter can take many forms. In this more
formal letter example, the greeting should end with a colon rather than a comma like
this. The comma is used for a more social letter, 

Understanding the proper elements and etiquette in a business letter

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- Within a business letter, there are several elements which when used
properly, convey a level of professionalism, formality and importance. Let's talk about
the different parts of a professional letter. How could this letter's format be
improved? In this example, there are several key elements missing. In standard letter
formats, you always begin with the sender's name and address in the top left of the
letter. This allows the recipient to easily see who the letter's from and where to send
a reply if one's needed. Below that should be a date. Since the letter's delivery time
can vary and a letter's often used as a permanent written record of communication, a
date let's the receiver know when the letter was sent and helps when referring back
to it at a later date. Before the greeting line, the standard formality is to list the
receiver's name and address. This field has become more optional with modern-day
letter writing. You may list the person's full name and address or only their name,
title and department or you may skip this field altogether and just leave a larger
space before the greeting. The greeting of a letter can take many forms. In this more
formal letter example, the greeting should end with a colon rather than a comma like
this. The comma is used for a more social letter, 

Understanding common etiquette practices during a phone call

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- Most of us have experienced the bad feeling  that comes with a poorly conducted
phone call. Unlike the written communication forms, phone has the added elements
of tone of voice, background noise and wait times. To ensure your calls convey the
right message, here are some of the basic etiquette practices to know. On the
phone, the first message your caller receives comes from your tone of voice. This
occurs the second you answer the call. For example, what does this greeting
convey? - Thank you for calling Two Trees Olive Oil. This is Nancy. How can I help
you? - The tone of voice Nancy used when she answered this call may give the
impression that the caller is interrupting her from something more
important, annoying her or the call's otherwise unwanted. She spoke very quickly and
her voice stayed in a lower register with little variation. So how could we fix this to
make the caller feel more welcome? First, when you answer a call, before picking up
the phone, pause, take a breathe and smile. Although the caller can't see your
face, when you smile, your voice tends to raise to a higher register 
Understanding common etiquette practices when leaving a voicemail
message

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- Voicemail is a common business tool and you most likely encounter it on a regular
basis. Leaving the right message can make the difference between a fast returned call
and long delays. There are a number of etiquette standards to know about leaving a
voicemail message to increase your chances of getting the response you want and to
convey the right level of respect. How could we improve this voicemail
message, Um.... Yeah. This is Nancy. You can call me at (321) 328-8793. Thanks. A
message like our example will likely be placed at the bottom of the list of calls to
return. But there are several ways we can improve the message to increase our call's
priority and to show the receiver that we respect them and their time. First, before
you call anyone, know what you want to say if you reach a voicemail. There's a high
probability that many of your calls will be sent to a voicemail system. So knowing
what to say ahead of time increases the effectiveness of your message. When leaving
a message, make sure you speak clearly and slowly. If the receiver can't understand
you, they may not be able to return your call. Also just like any other phone call,
pause, take a breath, and smile. The tone of your voice will reflect a more
positive mood and attitude. Make sure you include all of the most
important information twice. 

Understanding common etiquette practices when leaving a voicemail

message

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- Voicemail is a common business tool and you most likely encounter it on a regular
basis. Leaving the right message can make the difference between a fast returned call
and long delays. There are a number of etiquette standards to know about leaving a
voicemail message to increase your chances of getting the response you want and to
convey the right level of respect. How could we improve this voicemail
message, Um.... Yeah. This is Nancy. You can call me at (321) 328-8793. Thanks. A
message like our example will likely be placed at the bottom of the list of calls to
return. But there are several ways we can improve the message to increase our call's
priority and to show the receiver that we respect them and their time. First, before
you call anyone, know what you want to say if you reach a voicemail. There's a high
probability that many of your calls will be sent to a voicemail system. So knowing
what to say ahead of time increases the effectiveness of your message. When leaving
a message, make sure you speak clearly and slowly. If the receiver can't understand
you, they may not be able to return your call. Also just like any other phone call,
pause, take a breath, and smile. The tone of your voice will reflect a more
positive mood and attitude. Make sure you include all of the most
important information twice. 
Understanding when and what to say during a phone call

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- As with all communication styles, there are a number of dos and don'ts with phone
etiquette that will set the tone for your future conversations. Each country and region
has a different etiquette style, but here are some of the basics within the United
States. Knowing these standards will help you show respect and professionalism for
the person on the other end of the line. When making or answering a call, make sure
you're in an appropriate place to talk on the phone. With cellphones available
wherever we are, common etiquette to those around you is just as important as how
you treat the caller on the other end of the line. Places such as bookstores,
restaurants, coffee shops, public bathrooms, in line with other people or in places
where other people go to work, relax, or concentrate are inappropriate for phone
calls. It's best to silent your phone or set it to vibrate in these locations to respect the
people around you. If you need to take a call, quickly and quietly excuse yourself and
go outside or to a more appropriate area before you answer the phone. Keep your
voice lowered and respectful. The people around you should not hear your
conversation. And never hold a conversation on the phone when you're also talking
with someone face to face. For example, don't talk on the phone while going
through the checkout line at a store. This comes across as insulting or rude to the
person trying to assist you. And the person on the other end of the phone is not
receiving your full attention. And always give the person on the phone your full
attention. Although you might not realize it, multi-tasking or distractions while you
talk come across in your voice. You'll seem less focused and you may come across as
uninterested in what the other person's needs are. For example, can you tell when
this person became distracted in the call? - [Voiceover] Thank you, James. I'll get you
the invoice tomorrow, first thing. Uh, it was nice talking to you and I'll talk to you
later, okay? - When the focus shifted, the vocal tone changed. If you can't dedicate
your full attention, call the person back when you can. Some distractions are even
more obvious, because you can hear background noise as well. For example, don't
type on a keyboard while on the phone. Never eat during a call. And don't talk with
other people in the room. Also, be aware of background noise from your
surroundings. If you're in a car, roll up the windows. Remove yourself from loud
situations. Turn off the TV or radio in the background. And make sure children and
pets can't be overheard. While excess noise can be distracting, a long silence can put
a caller on edge as well. If you need to put the caller on mute for a moment, or you
need a quiet moment to think before responding, let them know beforehand. A long
silence without explanation can leave the caller wondering if the connection was lost
or if you're distracted. A simple phrase, such as "Just a moment, I want to think this
through "before I respond." Or, "Can you hold one moment while I ask my
colleague?" will let the caller know why there's silence and put them at ease. When
on a call, remember that there could be someone else listening to a
conversation without your knowledge. A phone call should also be treated like a
permanent record. If you wouldn't write it in a letter, you probably should not say it
on a phone call. Save any delicate information for a face to face conversation
whenever possible. The phone is one of the most common business tools we
have. We take our phones with us everywhere we go. So learning to use it
effectively and professionally is essential. Proper phone etiquette tells the
caller you're interested in them, that they're important and that you're ready and
willing to help them. Using these guidelines, your phone conversations will most
likely result in better relationships in business and get you the results you want.