Email Etiquette
The following information appears at the end of all outgoing emails:
What is a signature?
The four types of communication
What are controllers, analyzers, socializers, and collaborators?
One important thing to remember about all customers is that
To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
What are verbal skills?
Businesses use this mode of communication when they need to formalize information for employees, customers, or other businesses
What is written communication?
The part of a letter, email, or memo where the reader is addressed directly
What is the greeting or salutation?
Define Analyzers
Analyzers: detail-oriented and logical
One way to improve customer relations and products/services simultaneously
What is seeking and acting on customer feedback to improve product or service?
Cool, calm, collected, level-headed. Not intimidating or distracted-looking
One reason why it is important to organize information before preparing a business report is...
to arrange findings in a logical manner
Information that can be found in an employee's signature
Define Controllers
Controllers: take charge people
An especially important part of customer relations when in the service industry
What is outstanding (above and beyond) customer service?
When organizing information, it is important to consider who
Who is the target audience?
As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should:
What is referring to the appropriate publisher's style manual?
Characteristics of block format (name three)
left-aligned, single-spaced, no paragraph indentations
Define Collaborators
Collaborators: easy-going people, like to maintain the peace
Definition of customer relations
What is the way a business and employees of the business communicate and interact with their customers?
Examples of graphical aids include (name three):
What are (bar, line, chart) graphs, tables, charts, pictures, GIFs, etc.
The project manager sent a memo to her/his team outlining the project goals and task items to achieve the goals. The aspect of business written communication being used:
What is results oriented?
Name every essential element of an email
What are the (date line, company watermark,) greeting, body, complimentary closing, and signature?
Define the socializer style of communication
Socializers: outgoing people who thrive on change and meeting people
The two main purposes behind customer relations initiatives
What are developing repeat business and enhancing company image?
Name and define at least three methods of organizing information
Chronological: information appears as it happened (in sequence/time order)
Problem/Solution: the problem or problems are identified and possible solutions are given after
Order of Importance: information is arranged according to its perceived priority/significance--least to greatest or greatest to least. Usually used when giving arguments/persuasive speeches
Deductive: presenting a conclusion and then providing the evidence
Inductive: presenting the evidence and then providing a conclusion (typically, a new hypothesis/conclusion based on observations/research/findings)
Define the 5 C's of Business Writing and characteristics of each
Correct: grammar, punctuation, spelling, etc. is all accurate
Clear: the message and purpose of the correspondence is communicated well
Concise: the message is neat and has eliminated unnecessary fluff
Courteous: the correspondence is polite, cordial, and professional
Complete: all the information necessary to the reader is in or attached to the correspondence