Address others in a professional manner.

Addressing should include a variety of business contacts (e.g., customers, co-workers, supervisors, managers), using

• appropriate titles (Mr., Ms., Dr.) and names (first vs. last)
• proper grammar
• eye contact and positive body language
• appropriate business terminology (i.e., avoiding slang and jargon)
• shifts between formal and informal business communication
• appropriate channels.

Process/Skill Questions:

• How does one identify the proper way to address a customer, co-worker, supervisor, and manager? Why is it important to recognize the differences?
• When might business situations be considered formal? Informal? To what extent might these situations demand different communication skills?
• How might the age, ethnicity, and gender of the receiver affect the way one communicates?
• What could be the consequences of using incorrect grammar or vocabulary at work?
• How might vocabulary differ from audience to audience? From situation to situation?
• What is the difference between the dictionary meaning of a word and the connotation of the word? How can the connotation of a word affect workplace communication?