7 Chapter 6: Workplace Communication

6.1 Texting, Email, and Netiquette

• Texting is a common form of brief communication, but its effectiveness depends on the audience and the message. It’s essential to consider the formality of the relationship and the complexity of the information being shared.
  • Know your audience: Tailor your message to the recipient.
  • Be clear and concise: Avoid misunderstandings by using plain language.
  • Use texting judiciously: Excessive texting can be disruptive. Unplug to take a break.
  • Prioritize safety: Never text while driving.
• Email is a more formal communication channel, often used for both internal and external business purposes. It’s crucial to maintain a professional tone and format in business emails.
  • Clarity and Conciseness: Use clear subject lines, concise language, and proper formatting.
  • Professionalism: Maintain a formal tone, avoid excessive abbreviations, and proofread carefully.
  • Timeliness: Respond promptly and appropriately to emails.
  • Etiquette: Use “Reply All” judiciously, avoid all caps, and test links before sending.
  • Follow-up: If you don’t receive a response, follow up to ensure delivery.

• Netiquette refers to online etiquette. It emphasizes treating others with respect in digital interactions, similar to face-to-face communication. Key principles include being mindful of your audience, maintaining professionalism, and respecting others’ time and privacy.
  • Respect others: Treat online interactions with the same courtesy as in-person interactions.
  • Be mindful of your online presence: Consider your digital footprint and how it reflects on you.
  • Use technology responsibly: Respect others’ time and bandwidth, and avoid online conflicts.
  • Be ethical: Share knowledge responsibly, protect privacy, and avoid abusing power.

6.2 Memorandums and Letters

• What is a Memo?:
  • Memo stands for memorandum, meaning “reminder”
  • A memo is a formal document used for internal communication within an organization.
  • It’s typically used to convey official information, policies, procedures, or announcements to a group of people.

• Purpose of a Memo
  • Memos primarily serve to inform employees about company matters, but can also be persuasive or call for specific actions.
  • Memos are crucial for combating rumors and misinformation within an organization.

• Format of a Memo
  • Memos have a standard format including a header with sender, recipients, date, and subject.
  • The body of the memo consists of a declaration (main topic), a discussion (details), and a summary.
  • This structure is similar to a traditional introduction, body, and conclusion.
• See examples in text
• Tips for Writing a Memo:
  • Audience Orientation: Consider your audience’s knowledge level and tailor the memo accordingly.
  • Professional, Formal Tone: Maintain a professional and formal tone throughout the memo.
  • Subject Emphasis: Clearly and concisely state the memo’s subject in the subject line.
  • Direct Format: Present the memo’s purpose directly and without delay.
  • Objectivity: Keep the memo factual and unbiased, avoiding personal opinions or preferences.
• Business Letters:
  • Purpose: Brief messages often sent externally to represent the business or organization.
  • Format: Typically printed on letterhead, usually one to two pages long.
  • Alternatives: Shorter messages can be emails or memos, while longer ones are reports.
  • Importance: Despite digital communication, business letters remain a common and effective form of communication.
  • Versatility: Can be used for introductions, announcements, and expressing emotions.
  • Structure: Follows a basic outline with specific expectations based on audience and organization.
  • Components: Consist of up to fifteen elements divided into five areas.
  • Functions: Can introduce skills, deliver information, or document events.
• Content Guidelines:
  • Return Address: This is your address where someone could send a reply. If your letter includes your address on the letterhead (at the top or bottom of the page), you don’t need to repeat it again before the date in the letter body.
  • Date: placed at the top, right or left justified, five lines from the top of the page or letterhead logo.
  • Reference (Re:): Like a subject line in an e-mail, this is where you indicate what the letter is in reference to, the subject or purpose of the document.
  • Delivery (Optional): Indicate on the letter how it was delivered to make it clear to a third party the letter was delivered by a specific method such as certified mail
  • Recipient Note (Optional): Indicate if the letter is personal or confidential.
  • Salutation: The salutation in a business letter should be formal and personalized. Use “Dear Mr./Ms./Dr. [Last Name]” if possible. If unsure about titles or gender, use the recipient’s full name followed by a colon. Avoid generic salutations like “Dear Prospective Customer” as they lack personalization. Always strive to use the correct name and spelling to create a positive impression.
  • Introduction: Establish the letter purpose. The first sentence should capture the reader’s attention and provide necessary context. This initial paragraph provides the necessary background or context for the subsequent information.
  • Body: Include lists, facts, or questions. Use bullet points or numbered lists to enhance readability. Highlight key points for reader attention. Develop and support main ideas. Aim for brevity while maintaining clarity and accuracy.
  • Conclusion: Summarize main points. Reinforce letter’s purpose. Avoid introducing new information. Clearly state desired action (if applicable). Express gratitude. Offer contact information.
  • Close: “Sincerely” or “Cordially” are standard business closing statements. (“Love,” “Yours Truly,” and “BFF” are closing statements suitable for personal correspondence, but not for business.) Closing statements are normally placed one or two lines under the conclusion and include a hanging comma, as in Sincerely,
  • Signature: Five lines after the close, you should type your name (required) and, on the line below it, your title (optional).
  • Preparation Line: If the letter was prepared, or word-processed, by someone other than the signatory (you), then inclusion of initials is common, as in MJD or abc.
  • Enclosure/Attachments: Additional documents. Like email attachments. Indicates included materials. Brochures, reports, other documents.
  • Courtesy Copies or “CC”: The abbreviation “CC” once stood for carbon copies but now refers to courtesy copies. It indicates the relevant parties that will also receive a copy of the document.
  • Logo/Contact Information: A formal business letter normally includes a logo or contact information for the organization in the header (top of page) or footer (bottom of page).

6.3 Telephone Communication

• Nonverbal cues are absent in telephone conversations. Effective conversations necessitates clear, precise, and vivid language.
  • Speak slowly and articulate your words clearly.
  • Use vivid terms to create interest and communicate descriptions.
  • Be specific.
  • Show consideration for others by keeping your phone conversations private.
  • Silence cell phones and other devices when you are in a meeting or sharing a meal with colleagues.

• Conversations typically progress through distinct stages:
  • Opening: Both parties identify themselves, Greetings are reciprocated
  • Feedforward: Purpose and tone of conversation are established, Permission is given to continue (or not)
  • Business: Substance of conversation, Parties exchange roles
  • Feedback: Signal that business is concluded
  • Closing: Both parties say goodbye

6.4 Improving Verbal Communication

• Define terms: Use language that is familiar to your audience and check for understanding
• Use Precise Words: Choose precise words that paint as vivid and accurate a mental picture as possible for your audience.
• Consider Your Audience: Avoid jargon or define unfamiliar terms. Use common references to explain complex ideas. Adhere to time limits and avoid unnecessary length. Clearly indicate the end of a presentation or document. Show consideration for audience needs and expectations.
• Take Control of Your Tone:
  • Self-awareness: Recognize personal writing style and its impact.
  • Audience analysis: Match tone to target audience.
  • Practice and feedback: Improve tone through practice and input from others.
  • Model analysis: Study successful examples of different tones.
  • Seek feedback: Actively solicit input on writing style.
• Check for Understanding:
  • Face-to-face communication offers immediate feedback.
  • Plan for feedback in presentations.
  • Seek feedback from target audience members.
  • Feedback is essential for effective communication.
• Be results Oriented:
  • Balance detail and completion.
  • Start with the end goal in mind.
  • Know when to stop revising.
  • Seek feedback from others.
  • Focus on improvement, not perfection.

6.5 Business and Professional Meetings

What are Meetings?

• Meetings are group communications focused on a defined agenda.
• They can be held in person or virtually.
• Effective meetings require preparation and execution.

Benefits of Effective Meetings:

• Exchange information
• Produce results
• Improve collaboration

Planning a Meeting

• Define a clear purpose. Why are you meeting?
• Invite the right participants. Who needs to be there?
• Create an agenda. What will be discussed? See Table 6.4
• Set a time and location. Schedule meeting rooms, check their capacities and technology access. Consider virtual options.
• Prepare materials. Share documents in advance. Email and calendar invites are a common way to schedule and distribute meeting invitations and materials
• Potentially send a reminder if the meeting is far in the future.

Conducting the Meeting

• Meeting chairs (the leader of the meeting) typically sit at the head of a table or a place where they can easily see and address all those in attendance.
• Arrive and start on time and stick to the agenda.
• Designate who will take meeting minutes—an account of what was discussed in the meeting and what decisions were made. Typically a meeting secretary, note-taker, or chair will record meeting minutes.
• Come prepared will materials needed.
• Turn off cell phone ringers and any alerts on your other devices.
• Follow established rules of turn-taking (Robert’s Rules of order or organizational norm).
• If you are the chair, it is your role to facilitate discussion and address conflict.
• Encourage participation from all members.
• If the meeting is by phone or video, take extra care to be easily heard and clear your space of distractions and others who are not a part of the meeting.
• Summarize key points and decisions.
• Chairs assign action items and deadlines.

Following Up

• Distribute meeting minutes.
• Follow up on action items.
• Seek feedback for improvement.

Virtual Meetings

• Advantages: Saves time and travel costs, allows participation from remote locations.
• Disadvantages: Can lack nonverbal cues, require additional technology.

Using Technology

• Audio-only: Phone calls, conference calls.
• Audio-visual: Video conferencing, VoIP software.
• Social media: Online communities, forums, blogs.

Social Media:

• Platforms: Various platforms exist, including social networks, forums, blogs, and virtual worlds.
• Cautions: Be mindful of online privacy, reputation management, and legal implications.
• Organizational use: Businesses utilize social media for internal and external communication.
• Organizational communication: Effective communication within an organization is crucial for productivity and success.