Business Communication Etiquette

BUSINESS COMMUNICATION ETIQUETTE While "business as usual" may seem different for different companies, business etiquette is still an important factor to consider. Poor etiquette may turn off a customer/client, damage communication, and diminish morale whether an employee communicates by email, phone, video chat, or the oldschool in-person manner. In this special report, we've compiled the best of Business Management Daily's recommendations on what appropriate business etiquette should look like in 2022. But, of course, just because some modes of communication have evolved doesn't mean you can ignore all etiquette standards. BFS2022BCE | For Professional Use Only 1 [email protected] • www.bedrockfs.com • 800-779-4182

Table of Contents 3 Email etiquette - Leave a good impression 9 Creating a compelling email message 9 Other email etiquette considerations 10 Proper phone etiquette is still required 11 Tips for Phone Etiquette When Answering Calls 12 Adequate etiquette in tricky situations 14 Etiquette for voice mail 15 More phone etiquette tips 16 Video calls have become the standard 16 Learn about the platform you're using 16 Join early 17 If you're the host, make a plan 17 Get dressed 17 Invite only essential people 18 Introduce the attendees 18 Eat before the meeting 18 Clean your desk and prepare your video setting 18 Check whether the camera needs adjustments 19 If you're not talking, turn off your microphone 19 Stay away from distractions

Email etiquette - Leave a good impression Have you ever gone through your email inbox and seen any of the following? • An email with an empty subject line. • A lengthy email with so many questions that it would take an hour to respond. • A message in such small font that even your best reading glasses won't help. • A misspelled message that makes you doubt if you can trust any of the information offered. Such things generally irritate people. Every day, most modern professionals get a lot of emails. We do not like time-consuming barriers to comprehension. While you cannot influence how others communicate, you can manage your email etiquette. Such attentiveness demonstrates your professionalism. It also increases the likelihood of the recipient reading the email and accurately understanding what you say. Here, we'll look at some of the most critical features of email communication and how you may enhance this essential method of corporate communication: BFS2022BCE | For Professional Use Only 3 [email protected] • www.bedrockfs.com • 800-779-4182

To email or not to email Email has become the default communication method in many organizations due to its capacity to communicate at any time from any location. While no one can deny the convenience, avoid the urge to rely solely on email messages. Knowing when not to use email is an essential component of corporate email etiquette. Sometimes, a face-to-face meeting, video chat, or even a phone call is the better option. First, examine the topic's nature. Is the matter confidential or sensitive? Is there a possibility of being misunderstood? Could the receiver possibly get emotional or upset due to the news? If you answered yes to any of these questions, choose a more personal method than email. (This includes not taking the coward's way out when terminating someone.) Do not rely on email when it's vital or beneficial to assess the recipient's reaction, or when discussing work with a client. For example, you typically want to notice their initial reaction and pick your next words depending on their response. Email would be inappropriate for this exchange. Watch, too, for situations needing a fair lot of debate. Email is ideal for communicating information and eliciting a simple "yes or no" response. Getting together increases the discourse flow in situations requiring debate, input from numerous team members, or longer replies. BFS2022BCE | For Professional Use Only 4 [email protected] • www.bedrockfs.com • 800-779-4182

Impressions Consider your mental condition for a moment before writing an email. Sitting behind a computer screen often allows people to say things they would never say face to face — and subsequently regret the words they wrote. There's no going back once you press "send." Even if you're in a good mood, it's a good idea to check all emails before sending them to ensure the proper tone. Wording that seems totally polite in our heads might become edgier when typed out and sent without question. Perhaps you've been the recipient of such an email message. A seemingly calm coworker regularly appears unusually hostile when his remarks are stripped of body language and voice tone. You're left wondering if there's something wrong. The voice you use while speaking to someone in person and the voice that comes through when writing an email is very different. Email doesn't transmit emotions nearly as well as an in-person conversation or a phone call. Your recipient may be unable to discern if you're serious or joking, pleased, upset or sarcastic. So, avoid attempts at humor and rephrase anything you believe the reader could misinterpret. Remember that the individual you're speaking to will form opinions about you based on your phrasing, grammar, and other contextual cues. Since your correspondent can’t see physical indicators such as appearance, diction, and dialect, they may draw conclusions about you based on the limited information they have: your email address, name, spelling, and word usage. Avoid the following in professional emails to improve your image: • Emojis, emoticons, unusual fonts, and text colors other than black come off as immature (save the smileys for personal emails). • Writing in all capitals or overusing exclamation marks gives the impression that you're screaming. • Grammatical mistakes and typos make you appear negligent or too sluggish to proofread and spell-check. 800-779-4182 BFS2022BCE | For Professional Use Only 5 [email protected] • www.bedrockfs.com • 800-779-4182

The impact of the subject line While you may be anxious to get started on the body of the email, don't forget about the subject line. In the corporate world, a subject line that foretells your message may be quite useful. When the subject line highlights the most significant elements of the communication, the receiver is less likely to ignore it or file it and forget about it later. Because many email services may truncate long subject lines, keep them short and to the point (i.e., "Subject: Meeting, 1 p.m. Wed"). For time-sensitive messages, it's a good idea to start with a heads up, especially if you know the individual gets a lot of emails. Good examples are "Subject: Urgent - Follow up on Smith account" or "Subject: Time-sensitive — Payroll forms due at noon." Starting a request with REQ might indicate that action is required (as in "Subject: REQ – Update emergency contact card"). If your message isn't urgent and doesn't demand a response, prefix it with "FYI" or "Low Priority." People will sometimes recycle an old email chain rather than start a new one. Replace the old subject line if you opt to piggyback on an existing message in your inbox. This step alerts the recipient to the new topic rather than leading them to believe the email's body is about a previous matter. BFS2022BCE | For Professional Use Only 6 [email protected] • www.bedrockfs.com • 800-779-4182

Making yourself known As emails feature "To:" and "From:" lines, having a salutation and signature may appear unnecessary. However, without them, you may communicate an air of informality in some situations where you must demonstrate respect – not only for the recipient's status but also for their time. In the United States, using someone's first name is usually acceptable. As a result, you may get away with a "Dear" or "Hi" followed by the first name. Avoid using one if you're unsure if your correspondent uses a diminutive. For example, William may object to being called Bill. First names are possibly inappropriate in other cultures. If in doubt, err on the side of formality. If you're sending an email to someone who doesn't know you or may not remember you, start with self-identification. Try to answer the following questions within the first few lines of text: • What is your name? • What do you need from your correspondent? • How did you find out about your correspondent? • Why should your correspondent give their attention to you? The scope of your sign-off is influenced by your level of acquaintance. Your first name at the end should be enough for colleagues that you know and email frequently. When writing to strangers, signing off gets more complicated. Therefore, providing a complete signature line in emails sent outside your firm or immediate workgroup is critical. BFS2022BCE | For Professional Use Only 7 [email protected] • www.bedrockfs.com • 800-779-4182

Many email programs allow you to create a default email signature that will appear at the bottom of every message. This section contains critical contact information and often looks like this: • Your full name • Your organization's name • Your organization's address • Office phone number • Personal phone number • Your email address Other things often included are work title, LinkedIn URLs, or other social networking platforms, as well as their preferred pronouns. However, remember that the amount of information offered should not become overwhelming. Consider limiting mottos or motivational quotes to personal communications only. They add needless length to corporate email signature lines. In addition, some employers are against its use since the message may not represent the company's image. BFS2022BCE | For Professional Use Only 8 [email protected] • www.bedrockfs.com • 800-779-4182

At the core of an email is its content. Aim to communicate your thoughts respectfully and effectively. "Please" and "thank you" are just as important in an email as in a conversation! Long blocks of text intimidate readers and run the risk of them missing critical information. Your effort should be summarized rather than belabored. Consider formatting in ways that highlight key takeaways. Break out the main points with bullet points—bold important dates and times. Many companies set a time limit for employees to respond to emails. If you require more time to think about anything or gather information, write a short email stating so. This step prevents people from wondering whether you got the email or maybe are upset about it. Set up an automated out-of-office message while you're on vacation or in a circumstance where you won't be able to respond to emails promptly. This response confirms receipt while informing the sender that a speedy response is unlikely. Arrange for a coworker's name and contact information to be included in case someone needs emergency assistance. With so many emails arriving daily, individuals appreciate initiatives respecting their time. Here are a few email etiquette suggestions that will help this cause: • ●Avoid answers with no content. For example, use caution when sending emails saying "Great!" or "Thank you." • ●When your email doesn't require an answer, insert the line "No need to respond "at the end. • ●Think twice before clicking "respond all." Instead, only send your email to those who need to receive it. • ●Similarly, avoid blindly clicking CC or BCC on outgoing mails. Instead, take a moment to consider who genuinely requires a copy. Finally, do everything possible to guarantee that each email you send is accurate from the start. Always double-check details like dates and locations. Also, check that any promised attachments are attached. Re-sending anything to remedy an error wastes everyone's time and invites misunderstanding. Creating a compelling email message Other email etiquette considerations BFS2022BCE | For Professional Use Only 9 [email protected] • www.bedrockfs.com • 800-779-4182

While email is often the primary mode of contact for many organizations, phone calls are still necessary, especially when dealing with the public. However, phone etiquette appears to be something that many corporate personnel lack. Have you ever been in any of the following situations? • ●You get a voicemail from someone you don't know. The individual rushes and fails to speak plainly. You waste time repeating the message to decipher the caller's phone number and name. • ● You phone the office of a person you met at a recent conference. The person who answers the phone asks who you are. They notify you that their boss is unexpectedly unavailable after you provide your name and the title of your small firm. You have the impression that you are being dismissed. • ●You must enquire about a product that has not yet arrived. You were expecting the person on the other end of the call to respond quickly. Instead, you are met with someone who keeps you on hold for so long that you worry whether the phone call is dead. Such circumstances are aggravating and leave a foul taste in one's mouth. Learning basic telephone etiquette is essential even if you occasionally make calls. Organizations with regular phone contacts must ensure their staff is well-versed in basic phone etiquette. Successful businesses value the customer experience. They strive to establish a good first impression and to continue emphasizing the importance of the individual customer with each interaction. In the corporate sector, sloppy communication skills, disrespect for a customer's time, and bad treatment are unacceptable. People lose faith in your services, and your image suffers. The good news is that even minor modifications may have a significant impact. Whether you're making the call or receiving it, take steps to ensure clear, deliberate, and successful results. Proper phone etiquette is still required 800-779-4182 BFS2022BCE | For Professional Use Only 10 [email protected] • www.bedrockfs.com • 800-779-4182

Do you understand the significance of the number three in business calls? According to experts, answer incoming calls to a workplace within that number of phone rings. This duration offers time to gather your thoughts before taking up the phone without causing the caller to become agitated since no one is answering. Set voicemail to pick up even sooner than three rings while you are out of the office or not answering calls due to a meeting or other uninterruptible situation. It makes no sense to subject callers to superfluous ringing when you can send them immediately to the option to leave a message. Make an effort to make a good first impression. As obvious as it may seem, remember that the person on the other end of the line cannot see you. Since the caller cannot see your facial expressions or body language, they'll make assumptions based on the tone of your voice and what you say. So always be kind, informative, and helpful. This advice applies to contact center representatives, receptionists, office staff, and even managers. While everyone may vary the phrasing somewhat, an efficient technique to answer calls is as follows: "Good morning. Anna from XYZ Industries here. How may I help you today?" Why should you identify yourself and provide the organization's name? First, it fosters a genuine connection. This gesture also assures the person on the other end that they have reached the right place. Tips for Phone Etiquette When Answering Calls BFS2022BCE | For Professional Use Only 11 [email protected] • www.bedrockfs.com • 800-779-4182

Problems do arise, no matter how hard one tries to have a phone conversation go as well as possible. Here are some solutions to three typical issues: First, ensure that you're in a quiet environment and giving the call your undivided attention. Then, politely ask that the caller repeat their name. If you still can't get it, say, "My apologies, but could you kindly spell that?" This strategy removes any stress from the situation by making it appear your fault. Adequate etiquette in tricky situations The caller speaks quickly through their name As previously stated, clients feel cheated if they learn that a gatekeeper is blocking their call from being routed. There are times, however, when a leader must focus on other topics and limit talks to only the most vital and urgent. Create the appearance that the boss is unavailable to everyone to avoid hurt feelings. Most of us work in firms where it's customary to inquire, "Who's calling?" However, if you raise this question too early in the call, you imply that the boss may be accessible for some but not all. To avoid this implication, make it a practice to announce the unavailability first, followed by requesting the caller's name and message. If the caller is someone authorized to transfer through, you can do so by stating, "Oh, one second. She's right here." The boss wants you to screen calls and only allow certain ones to go through BFS2022BCE | For Professional Use Only 12 [email protected] • www.bedrockfs.com • 800-779-4182

No one likes to sit around and wait for an answer. So, smart organizations begin with a proactive strategy: educate people who consistently take phone calls. They should be able to answer frequently asked questions. They should also know who to transfer calls to for specific concerns, so customers' calls aren't bouncing around. Use the verb "connect" rather than "transfer" to look more pleasant and helpful. It conveys a sense of direct action rather than creating concerns that you're trying to avoid responsibility. According to phone etiquette, callers should not be left waiting for more than 20 seconds. If the call cannot be forwarded, the person on the other end of the line should offer to take a message or transfer the caller to voicemail. If you accept a verbal message, request the caller's complete name, company affiliation, and phone number (unless completely sure you have the information from a previous call). Then, deliver the message as soon as possible. If you need to put the caller on wait, get their permission first. Within a minute, resume the discussion and thank the person for holding. If further waiting is required, explain the issue. Give the option of remaining on hold or receiving a return call. What you don't want is an extended time without any contact. The dissatisfied client will wonder if the call was misplaced or lost in the company's phone system. You must put someone on hold 800-779-4182 BFS2022BCE | For Professional Use Only 13 [email protected] • www.bedrockfs.com • 800-779-4182

When handled properly, voice mail improves business operations. Leaving a message on a device is frequently preferable to leaving it with a person, especially if the message is lengthy or comprehensive. You'd save valuable business time when you no longer have to play phone tag with a client and can deliver information immediately if they left a query on your voicemail. However, don't just throw together any old voice mail recording. Follow these tips to enhance your communication and image: • Be concise. There's no reason why regular callers (who are almost certainly the most crucial to your company's bottom line) should have to listen to a lengthy message. Better yet, if your system has a feature that allows callers to press a button and be routed directly to voicemail, enable it and make the option prominent. • Similarly, some individuals still resent being routed to voicemail, so always give them the option of chatting with someone right away. • ●Your outgoing message should contain your full name and other information to ensure that firsttime calls reach the right person. • ●Include your non-standard business hours in your message. • ●Never use jokes, music, or other frivolous stuff in a business voice mail. When you're the one leaving a voicemail, be just as attentive. At the beginning and conclusion of the message, provide your name and phone number. This repetition is necessary since the receiver may not have a pen and paper the first time you say it. Moreover, taped communications might often be difficult to hear, especially with other distractions. Repeating your number twice allows for double-checking. Finally, provide information about when and where you may be contacted for a return call to maximize efficiency. Etiquette for voice mail BFS2022BCE | For Professional Use Only 14 [email protected] • www.bedrockfs.com • 800-779-4182

More phone etiquette tips Finally, never forget the basics! Professionals should already be aware of the following, but here's a refresher. • ●Give each call your undivided attention. Refrain from eating, reading, opening mail, or engaging in side conversations with coworkers. This attentiveness shows respect for the person on the other end of the line and aids in understanding what is being said. • ●Make and receive phone calls in a quiet environment. This setting improves both parties' hearing and reduces interruptions and distractions. Be very vigilant when using a speakerphone. • ●Accept only urgent phone calls when you have a client or other visitor. A visitor asked to wait while his host makes multiple calls during a meeting may infer that their company is unimportant. • ●When using a cellphone, remember that it's impolite to make or receive calls at a conference, in a restaurant, or anywhere else where your discussion may disturb others. In these settings, configure phones to vibrate only; don't enable bells or beeps. • Be courteous to everyone you contact or who contacts you. In today's business world, all relationships are important. Even the most improbable persons may be able to assist you in a meaningful way. BFS2022BCE | For Professional Use Only 15 [email protected] • www.bedrockfs.com • 800-779-4182

Video calls have become the standard Learn about the platform you're using Many people were unsure about virtual meeting etiquette and customs when the pandemic began. However, virtual meetings are clearly here to stay for many organizations. That implies that errors and faux pas that were acceptable in 2020 may suddenly be frowned upon. We've all been there: trapped on another video conference, unsure of what is proper. Should you crack open that chip bag? Is it okay for you to sip your coffee? Place your feet on the desk? Is it necessary to switch on your camera simply because everyone else has? Do you need to put on business attire and clean your office? Many of the same etiquette requirements apply to a virtual meeting as they do to an in-person meeting. Being on time, making eye contact with the speaker, and paying attention will significantly contribute to the meeting's success. But how can you make your Zoom, Skype, or Microsoft Teams video meetings stand out, create an impression, and prevent blunders? Both hosts and participants should become acquainted with the platform being utilized. For example, how do you set a background? Where's the mute button? How do you switch on and off the camera? That'll ensure you're not messing around with the technology as the meeting begins or throughout it. Join early Attempting to join your call exactly at the start time will always result in technical issues. Instead, join at least 5 minutes early, preferably more if you're hosting. If you've never used the platform before, allow enough time for any downloads that may be required. 800-779-4182 BFS2022BCE | For Professional Use Only 16 [email protected] • www.bedrockfs.com • 800-779-4182

If you're the host, make a plan Get dressed Invite only essential people In many circumstances, in-person meeting etiquette and virtual meeting etiquette are similar. Like in-person meetings, the participants would want to know what will happen during the video call, so set an agenda since your participants want to know what will happen during the video chat. Inform everybody who has to present ahead of time so that they can prepare. Above all, keep the momentum going and stay on course as much as possible. As the host, you also serve as a moderator during the virtual meeting. Make an effort to keep the discussion on the topic so that it doesn't devolve into a meeting that email could have handled. If you're wearing your PJs, everyone will notice. So make an effort to dress professionally while being comfortable. Make an effort before your video call. You wouldn't walk into the workplace with uncombed hair and your favorite college t-shirt. We've all seen videos of people having wardrobe malfunctions, and you don't want it to happen to you. Respecting the time of others is essential in the office and when working digitally. You don't have to invite someone to a Zoom call just because you can. Instead, focus on inviting those who are necessary and sending meeting notes to those who might benefit from being adequately informed. Also, consider that fewer attendees might help the meeting operate more smoothly, technically and socially. BFS2022BCE | For Professional Use Only 17 [email protected] • www.bedrockfs.com • 800-779-4182

Introduce the attendees Eat before the meeting Clean your desk and prepare your video setting Make sure that all participants have an opportunity to be introduced and welcomed. This is excellent etiquette in general, but it's imperative in a virtual meeting because it's more difficult to introduce oneself to people beforehand. One option is to use the waiting room function, if available on the platform. Just as you wouldn't expect coworkers to sit through an in-person meeting without being introduced, we shouldn't expect them to do so in video conversations. Allow everyone an opportunity to introduce themselves and what they do. It's not pleasant to watch someone eat on video. So limit your snack and meals to either before or after your call. On the other hand, sipping coffee or water during video meetings is often permitted. If you're not using a background for your call, ensure a clear work area and a clean space behind you. Check the background of your camera and eliminate anything unsuitable or distracting. Check that your lighting is operating properly as well. Facing a well-lit window or even placing a lamp near your camera will help. Generally, video calls require a lot of light, so turn on those lamps and, if necessary, purchase a ring light for your camera. If you're using a built-in camera on a device, your camera should be at eye level, but you may have to be creative to lift it to a better position. Several techniques and equipment are available to raise your device to the proper height. This will help you avoid the distorted images provided by a camera at an improper angle. Check whether the camera needs adjustments BFS2022BCE | For Professional Use Only 18 [email protected] • www.bedrockfs.com • 800-779-4182

We understand that many individuals work from home while caring for loved ones and pets. Because of the juggling act, there's sometimes background noise. Still, early on, blunders like these were more acceptable, and the expectation to grasp virtual conference etiquette was a little greater. Put yourself on mute to avoid embarrassing gaffes or dogs barking in the background. Also, remember to unmute yourself when you begin speaking! Given the pandemic, this may seem difficult, but do your best to minimize distractions. Arrange for someone else to supervise the virtual education, let the dog out, or handle any other issues that may arise during the meeting. If that isn't possible, do your best to inform everyone that you will be on call for a while. Set up a signal with your children so you know whether they have an emergency or if they can wait a little longer. If you can, close your door. When the host exits, most systems terminate the video call. To prevent cutting off someone's final words, wait until everyone has left the meeting before closing it down. Even after the pandemic has passed, several companies are exploring long-term remote employment. So it's a good idea to brush up on your video call etiquette and teach your workers acceptable practices because those Zoom meetings aren't going away anytime soon. If you're not talking, turn off your microphone Stay away from distractions If you're the host, you should be the last one to leave 800-779-4182 BFS2022BCE | For Professional Use Only 19 [email protected] • www.bedrockfs.com • 800-779-4182

BFS2022BCE | For Professional Use Only 20 [email protected] • www.bedrockfs.com • 800-779-4182 Bedrock Financial Services [email protected] www.bedrockfs.com 800-779-4182

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