Good grammar and spelling and etiquette for written communication

Question 1

What is communication?

Answer 1

The means by which information or instructions are exchanged

Question 2

When is communication successful?

Answer 2

Successful communication occurs when the received meaning is the same as the transmitted meaning

This is where good grammar and correct spelling are key

Question 3

What can poor communication lead to?

Answer 3

Poor communication can lead to:
o misunderstood requirements
o unclear goals
o alienation of stakeholders
o ineffective plans
o other factors that will cause a project, programme or portfolio to fail

Question 4

What is a communication management plan?

Answer 4

Used in projects, programmes and portfolios

Spells out what needs to be communicated: why, how, when and to whom

Also contains;
o Stakeholder of interest
o Content (strategy meetings, reports, budgets etc.?)
o Media (face to face meetings, emails, conference call?)
o When (fortnightly, weekly?)
o Desired outcome
o Responsible (PM, party 1, party 2?)

Question 5

What language should be used when communicating?

Answer 5

Language should be neutral, clear, objective and avoid unnecessary emotive terms

But, there may be occasions where appropriate emotion and associated delivery mechanisms such as body language can generate a specific, desired effect

Question 6

Why are grammar and spelling important?

Answer 6

o first impressions matter
o good reputation
o avoid miscommunication and misunderstanding
o make your communications more effective
o reduce the risk of costly lawsuits
o keep your business’ competitive edge

Question 7

What are some communication standards that organisations might hold?

Answer 7

These should be exploited to the full

• email signatures
• letter headed templates
• valuation report templates

Question 8

What etiquette should be considered when writing emails?

Answer 8

Be appropriately formal when writing emails

Avoid using emoticons

Think through the purpose of your email before you begin writing

Edit and proofread carefully! Check your spelling.

Use complete sentences

Capitalise and punctuate properly

Assume that any message you send is permanent

Be wary of humour or sarcasm

Question 9

What are some recommended ‘netiquette’ (etiquette practices for the electronic environment) practices?

Answer 9

Do not use different types of fonts, colours, clip art and other graphics in email

Do not key the message in all uppercase letters

Avoid sending messages when you are angry

Answer emails promptly

Question 10

What ethics should be considered when writing emails??

Answer 10

Ethics in emails means that you do not misuse the organisations email system

Do not send personal email from your office computer

Do not use email to berate or reprimand any employee

Do not use email to terminate someone’s employment

Do not use email to send information that might involve legal action

Question 11

What etiquette should be considered when writing letters?

Answer 11

Before you begin to write a letter, you must determine the basic purpose for writing (think of the types of letters)

Edit, proofread and format (spellcheck / thesaurus etc)

Question 12

What are the SIX types of letter?

Answer 12

1. Requesting information or seeking routing action
2. Providing information
3. Acknowledging information
4. Conveying negative information
5. Demanding action
6. Persuading