Podcast
Questions and Answers
Which of the following actions should be taken immediately upon receiving an email?
Which of the following actions should be taken immediately upon receiving an email?
In a business environment, senders should compose emails with which of the following qualities?
In a business environment, senders should compose emails with which of the following qualities?
Overuse of the priority flag by a business email sender can lead to a reputation as:
Overuse of the priority flag by a business email sender can lead to a reputation as:
What can Candace do to speak more enthusiastically and pleasantly on phone calls?
What can Candace do to speak more enthusiastically and pleasantly on phone calls?
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Which of the following are effects of cyber incivility in the workplace?
Which of the following are effects of cyber incivility in the workplace?
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What is the best option for Anne to communicate with the venue manager?
What is the best option for Anne to communicate with the venue manager?
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Most effective business calls get to the point:
Most effective business calls get to the point:
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Which of the following are appropriate ways to end business phone calls?
Which of the following are appropriate ways to end business phone calls?
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For which of the following situations would texts be the most appropriate choice?
For which of the following situations would texts be the most appropriate choice?
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Work phone conversations are similar to ______, so you should consider sending an invitation with an agenda.
Work phone conversations are similar to ______, so you should consider sending an invitation with an agenda.
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Which of the following is the best action to take when you need a basic question answered quickly?
Which of the following is the best action to take when you need a basic question answered quickly?
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Which of the following could be considered flaming in emails?
Which of the following could be considered flaming in emails?
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Which of the following best explains why you should clearly end the texting exchange in workplace texts?
Which of the following best explains why you should clearly end the texting exchange in workplace texts?
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Nancy's fast and seemingly rushed talking during the phone call likely caused the client to believe:
Nancy's fast and seemingly rushed talking during the phone call likely caused the client to believe:
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Which of the following are characteristics of emails sent by low-morale business organizations?
Which of the following are characteristics of emails sent by low-morale business organizations?
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Sam needs to communicate with Stacy about a report section he forgot. What should he do?
Sam needs to communicate with Stacy about a report section he forgot. What should he do?
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In passive incivility, cyber disrespect occurs:
In passive incivility, cyber disrespect occurs:
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Flames occur in which forms of communication?
Flames occur in which forms of communication?
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Which of the following are common interactive tools that come with video conferencing platforms?
Which of the following are common interactive tools that come with video conferencing platforms?
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What should Pappy consider to avoid future misinterpretation of his texts?
What should Pappy consider to avoid future misinterpretation of his texts?
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What advantages can you gain by defusing cyber incivility incidents?
What advantages can you gain by defusing cyber incivility incidents?
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What is the best communication method for Tony to gather accurate information on a sensitive issue?
What is the best communication method for Tony to gather accurate information on a sensitive issue?
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What should you do regarding incoming instant messages while in a shared workspace or meeting?
What should you do regarding incoming instant messages while in a shared workspace or meeting?
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Which actions should you take at the end of a business phone call?
Which actions should you take at the end of a business phone call?
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Which of the following should be sent as attachments rather than in the body of a business email?
Which of the following should be sent as attachments rather than in the body of a business email?
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What are typical consequences of copying too many people in a business email?
What are typical consequences of copying too many people in a business email?
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Persons with a blue or hub MVS (motivational value system) are deeply oriented towards:
Persons with a blue or hub MVS (motivational value system) are deeply oriented towards:
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Which statements about sending work texts after work hours are true?
Which statements about sending work texts after work hours are true?
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Study Notes
Communication Channels and Email Etiquette
- Communication channel refers to the medium through which messages are transmitted, such as email, phone, or messaging apps.
- Respect for recipients is crucial; avoid mediocre writing and lack of clarity in business emails.
- Emotional intent can be misinterpreted due to the neutrality effect in emails.
Effective Use of Phone Calls
- Phone calls are effective for managing conflict, building understanding, and quickly resolving issues compared to less-rich communication channels.
Addressing Cyber Incivility
- Constructive steps to tackle workplace cyber incivility include defusing situations, reinterpretation, and relaxation techniques.
- Cyber incivility is characterized by disrespectful behavior online, leading to irritation and anger among recipients.
Email Communication Practices
- Emails should always be relevant and necessary to avoid clutter and ensure recipients’ time is respected.
- Aim to provide clear timelines when organizing deadlines through email and place specific requests in the subject line for clarity.
Group Calls and Meeting Dynamics
- Follow-up with minutes and action items after group calls to ensure participant engagement and accountability.
- Equal contribution during phone calls is important for effective communication; avoid allowing one party to dominate the conversation.
Professional Writing Standards
- Emails should be professional, pertinent, and on point, avoiding unprofessional practices like using all caps or uncommon fonts.
- The subject line must be compelling and descriptive to increase the likelihood of immediate opening by the recipient.
Texting and Workplace Norms
- Attitudes toward texting in the workplace vary; it's become common in some organizations but requires judgment in its use.
- Maintain professionalism in instant messaging, especially when contacting colleagues with whom you don’t regularly communicate.
Managing E-Interruptions
- Professionals lose approximately two hours of productivity daily due to e-interruptions; strategies to manage this include limiting email checks and turning off alerts.
- The use of email should be limited for high-stakes or emotionally sensitive communications, such as sharing bad news.
Responding to Emails and Instant Messages
- Timely follow-up in writing after phone calls is necessary for clarity and accountability; a one-day response time is considered acceptable.
- Acknowledge receipt of schedule changes politely via instant message to maintain professionalism.
Effects of Cyber Incivility
- Decreased job satisfaction and less dedication to the company can result from incidents of cyber incivility.
- Companies should promote respectful communication to enhance work atmosphere and productivity.
Meeting Preparation and Communication
- For important meetings, face-to-face communication with venue managers can foster better relationships and clarity.
- When organizing international meetings, ensure clear communication to accommodate diverse time zones and cultures.### Communication Methods
- Using email provides a detailed record of arrangements.
- Text messages facilitate immediate responses.
- Contacting through social media like Facebook can prevent the perception of being overly pushy.
Effective Business Calls
- Most effective calls get to the point within one to two minutes.
- Small talk should be limited to avoid prolonging the conversation unnecessarily.
Ending Business Calls
- Appropriate endings include gratitude phrases such as "thank you for taking the time to..."
- Avoid casual suggestions like drinks unless established personal rapport exists.
Appropriate Texting Situations
- Use text messages for short and uncomplicated business communications.
- Avoid using text for detailed messages or lengthy discussions.
Structure and Purpose
- Phone conversations should be treated like meetings, necessitating an agenda for clarity.
Quick Response Strategies
- For basic and quick questions, first attempt to find the answer independently.
Email Etiquette
- Flaming involves vulgarity, affronts, and swear words, which should be avoided.
- In low-morale organizations, emails typically have low greetings and polite closings.
Effective Text Communication
- Clearly signal the end of texting exchanges to prevent awkwardness and to indicate closure.
- Consider the potential for misinterpretation in texts; awareness of meta messages is crucial.
Handling Cyber Incivility
- Defusing incidents can enhance team performance and improve personal reputation.
Face-to-Face Communication
- For sensitive issues requiring accurate information, face-to-face communication is preferable to other forms.
Instant Messaging in Shared Spaces
- Turn off sound alerts during meetings to avoid disruptions.
Summarizing Calls
- Wrap up important points and summarize next steps during business phone calls to ensure clarity.
Attachments vs. Body Content
- Attach lengthy reports, complex spreadsheets, and images or graphics rather than placing them in the email body.
Email Best Practices
- Copying too many recipients can lead to confusion over responsibilities and information overload.
Motivational Value Systems
- Individuals with a blue or hub motivational value system (MVS) prioritize people.
Work Texts After Hours
- Texts can be perceived as intrusive compared to emails and may blur the boundaries between work and personal life.
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Description
Test your knowledge on key concepts in business communication with these flashcards. The quiz covers various aspects including communication channels and email etiquette, essential for professionals in the field.
