Do's and Dont's to Phone/ Email/Written Note Etiquette at Work

I believe more and more workplaces should consider giving seminars/classes on how to communicate effecitvely via phone and/or email without offending the recipient. Who's with me on that?! (I believe many of you in the cyber world would answer in a simultaneous YES)

With a few years of real world work experience, I already have my share of horror stories. You know, when you receive an email and you think, "Am I supposed to be offended or they just giving me information? Am I in trouble? or are they just telling me to get something done because it is my job?" I just hate those situations. Maybe I am just sensitive- I don't know.

Here's an example-Tell me the difference between these two sentences that could be found in an email:

Please write a 500-word story on today's city council meeting.

and...

PLEASE WRITE A 500-WORD STORY ON TODAY'S CITY COUNCIL MEETING!

It is amazing how both sentences are worded exactly the same yet there are only two differences: puncuation marks and the second sentence is written in all caps.

How do both sentences communciate to you? The first sentence is just an imperative sentence while the second sentence seems more direct and urgent. I am sure you can think of numerous other interpretations of both sentences.

I recommend before sending an email, re-reading it BEFORE you click 'Send'. Your choices of what punctuation mark to use and what words you use to write it can be interpreted a totally different way from the recepient then how you meant for it to be interpreted while writing it.


Here is another email example. DO NOT be hypocritical! How? Here is another example. I know a female who worked in journalism. Supposedly when she wrote stories she had numerous grammatical errors and spelling mistakes and errors on names. Her supervisor called her to come into his office. He told her to improve on those mistakes. Of course, that was a ding to her ego.

She returns to her desk and sees she received an email from her supervisor. The subject line of the email read "Record with (first name) (last name)"

Supposedly, the email read something like, "This is a written record of what we talked about...."

Here's the problem. The supervisor had the first name correct, but put her maiden surname in the subject line instead of her married last name.

How hypocritical is that?! She no longer went by her maiden name. I am not saying that she did not deserve that confrontation, but her supervisor should have read over the email INCLUDING the subject line to ensure EVERYTHING was accurate. Here the a**hole confronted her about getting her facts correct including spelling names correctly AND ensuring she did not mix up the name while writing it. He was being a d**k by not ensuring he placed the correct last name in the subject line after deciding to include her first AND last name in there.

Let's discuss phone etiquette at work. I once heard the saying, "You may be right, but your voice is WRONG!" So true.

Tell me the difference between these two phone conversations:

(The phone rings. Immediately, the employee answers the phone.)

Employee: Hello?

Employer: Hello, Susan? This is Tim. How are you today?

Employee: I am fine.

Employer: I need you to give me that report by 1 p.m., please.

Employee: I am working on that right now.

Employer: Ok, thanks. Bye.

Employee: Bye.

PHONE CONVERSATION EXAMPLE #2:

(The phone rings. Immediately, the employee answers the phone)

Employee: Hello?

Employer: Get that report done by 1 p.m.

Employee: Who is this?

Employer: Tim

Employee: Ok

Employer: Bye

Tell me the difference between these two conversations. I understand there are those rare exceptions. HOWEVER, you can be direct via telephone asking that something get done yet communicate it in a nice manner. You don't have to ask the other person on the phone his/her life story, but be friendly. It makes the workday a lot easier. (I mean, come on, who REALLY wants to be at work? That is what I thought.)

Life is stressful the way it is. You may be right but ensure the way you write your email or communicate via phone is "right" as well. Make sense?

So, now it is your turn! Do you have any other examples you can provide? Please do write them! Actually, I have more I would like to write on this topic, but do not have the time right now. Be sure to watch for my "Part Two". ;)