Business Language Etiquette

[Monirul Islam]

By Bri James
Demand Media
Improper body language or an off-color comment can be detrimental to your business.
Maintaining a professional image is important when dealing with clients, co-workers and
potential customers. Whether you're communicating face-to-face, via email, or over the phone,
always observe professional language and a tactful communication style.
While phone, email and face-to-face conversations have their own respective etiquette rules, in
each scenario, a little courtesy can go a long way.
Introduce Yourself
When you make a call, dial into a phone conference, or are meeting new people, introduce
yourself. State your name, your role and if the situation demands, your place of business. If
you're meeting someone in person, give a firm handshake and reiterate the names of the people
you are meeting in your head. Saying the names of the people you've just met will help you
remember them later.
Using Titles
Not everyone in the workplace needs to, or wants to, be addressed as Mr. or Mrs. How someone
introduces himself or herself to you is how they expect to be addressed by you. As a general
matter, if you are addressing someone who ranks highly in the company or a client, address him
or her by the proper title.
Proper Grammar
When writing and speaking, employ grammatical rules. Use complete sentences. In emails, use
proper capitalization and spell check your work. Keep exclamation points to a minimum. Slang
and emoticons do not belong in professional exchanges. Not every exchange needs to be formal,
but don't use the same casual tone with your boss that you use with your associates.
Professional Tone
Don't insult management or your co-workers, berate your employees or use profanity in the
workplace. The office is not the proper place to casually vent your work-related grievances.
Private emails can easily be forwarded to unintended parties, and private conversations may be
overheard, resulting in your embarrassment and possible sanctions from your employer. Even if
you are friends with the people you work with, limit your office chatter to work-related issues.
Avoid slang and jargon. Also avoid sensitive subjects. Personal and intimate conversations are
not appropriate for the workplace. Politics, someone's financial situation, religious beliefs and
political ideologies are off limits. Stay away from crass and off-color humor.
Body Language
Be mindful of body language. Keep good posture and maintain eye contact. When you are
presenting yourself, look at the person you are addressing and don't slouch. Be alert and
continually acknowledge the speaker. Remember to respect personal space. Keep at least a foot
between yourself and the person you are talking to. Also, don't touch the person you are
speaking with. Although you may not mind when someone touches your arm or shoulder when
speaking, it may make others uncomfortable.
Email Subject Line
In emails, describe the subject of the email in the memo line. Readers appreciate the heads-up on
what they are about to read and can better prioritize emails if they understand the contents.
Having a clear and specific subject line will also help you and the recipient locate the email later
on.
Using Speakerphone
Ask before using speakerphone. Most people will want to know if there are others, apart from
yourself, on the line. If it's a one-on-one conversation, avoid using speakerphone. People may
assume that you are multitasking and your full attention is not on the call if you are on speaker.
Voice Mail Etiquette
Observe a professional tone for your voice mail. Keep your outgoing message straightforward
and professional. If you will be away from your phone for an extended period of time, explain
that you are out of the office and identify your return date. You may also want to note an
alternative person to contact in light of your absence. When you are leaving a message on a
person's voice mail or answering machine, state your name, number and a brief explanation of
your call.
Again, be professional. If you are leaving a message with someone's assistant or secretary, leave
the same information.
About the Author
Bri James has been writing professionally since 2011. As a prize-winning cook, self-proclaimed
humorist and enthusiast for all things delicious, she brings her foremost loves to life through
food writing. James holds a Juris Doctor from Duke University and a Bachelor of Arts in
political science from Emory University

Source: https://www.ttuhsc.edu/pharmacy/documents/administration/professional-affairs/Business_Language_Etiquette.pdf