• Define the characteristics of effective and efficient e-mail communication by applying the six characteristics of good business writing
• Demonstrate effective use of subject headings
• Describe how attitude influences communications
• Apply emotions and non-verbal communication techniques
• Use assertive communication skills with customers and suppliers
• Defuse emotional situations using refocusing techniques
• Ensure that the feedback given the speaker promotes effective communications
• Recognize e-mail etiquette
• Describe when an e-mail is appropriate and when other communication is more appropriate
  

In the 21st century economy teamwork is expected and necessary. This means establishing working relationships with others whom you might not be able to communicate with face-to-face. Yet the majority of formal schooling is focused on face-to-face communication skills. When the physical communication messages are absent, voice, words and attitude take on a more significance role in giving and receiving feedback. In this global economy telephone communication skills and now, in some cases even more importantly, e-mail and text messaging communication skills are vital to insure correct understanding and commitment to successful program or project completion.