Professional Business Communication Standards
Classified in Electronics
Written on in 
English with a size of 2.77 KB
Principles of Efficient Telephone Conversation
- 1. Voice tone: Use intonation appropriately.
- 2. Pausing/Rate of speech: Do not speak too fast or too slowly.
- 3. Level of formality: Use the right level of formality.
- 4. Quality of speech: Express yourself clearly and concisely.
- 5. Level of attention: Listen actively.
Handling Incoming Calls
Opening
- Greet the caller, identify yourself and your company or the department where you work.
- Ask how you can help the caller.
- If you need to transfer the call, explain why and tell the caller to whom or to which department you are going to transfer the call.
Body
- Only put the caller on hold when absolutely necessary and explain why.
- Try to find a solution or suggest a course of action when applicable.
Closing
- Make sure that the caller has finished his/her business.
- Summarize the outcome of the conversation.
- Do not hang up on the caller. Thank him/her and close the call formally.
TEMA 5
The 7 C's of Written Communication
- 1. Clear: Avoid messages that could be misinterpreted.
- 2. Concise: Your message is brief and to the point.
- 3. Concrete: Your information is accurate.
- 4. Correct: You use a style that reflects the relationship you have with the reader.
- 5. Coherent: The message is logical and is properly distributed into paragraphs.
- 6. Complete: The message contains all the information the reader needs.
- 7. Courteous: The message is respectful and considerate.
Common Business Abbreviations
- ASAP: As soon as possible
- CC: Carbon copy
- ENC: Enclosure
- PP: Per procurationem
- PS: Postscript
- PTO: Please turn over
- RSVP: Répondez s’il vous plaît
The Layout of a Business Letter
Carrefour Company
Polígono X (SENDER ADDRESS)
León, 16th of January 2024 (DATE)
Monserrat
CIFP Ciudad de León (INSIDE RECEIVER ADDRESS)
Dear Miss Monserrat, (GREETING)
I’m writing this letter to complete the exercise and to put all the parts. (BODY OF THE LETTER)
Yours truly, (COMPLIMENTARY CLOSE)
Paula Rodríguez
Carrefour CEO (SIGNATURE)