Compliant Business Communications

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In today's business environment, where people are connected globally 24/7, compliant business communication is more important than ever.

This course will explain how we can communicate ethically, responsibly, and professionally.

Upon completion of this course, you will be able to:

• Select the most appropriate method for communicating your message.
• Recognize that communications may last longer than we expect and may be viewed by people outside our intended audience.
• Use clear, precise, unambiguous language in business communications.
• Regulate your tone and emotions to avoid misunderstandings.
• Know where to go for help and support.

[1] Welcome

1 minute

[2] Communicating Responsibly

2 minutes

[3] Communication Channels & Tools

14 minutes

[4] Crafting Your Message Properly

4 minutes

[5] Your Commitment

30 seconds

[6] Knowledge Check

5 minutes

Learning Progress

This Topic is now available.

In your daily role, you are likely to communicate with colleagues and external contacts in a variety of different ways.

To communicate effectively, it is important to use the right communication channel for the right audience.

You also need to think about the content of the message you are sharing, and the device you are using to send it.

Remember, digital messages can last for many years and may remain public even if you attempt to delete or modify them.

Therefore, it is crucial to always communicate appropriately.

Here are some important things to consider before you communicate.

Always ask yourself:

• Is this an internal or an external audience?
• Is this an engagement with media or external speaking engagement?
• Does the audience speak the same language?
• Is this going to an individual or a group of people?
• Is this going to a customer or someone else?

Consider the sensitivity of what you are communicating.

Whenever possible, conduct sensitive discussions in person or over the phone to ensure effective communication and avoid misunderstandings.

Always consider whether you are using the right communication tool.

Message retention is particularly important on email, Teams chats, text messages, and other platforms as they are more likely to be retained and read again at a later date.

Click the arrow to begin your review.

Review

Take a moment to review some of the key concepts in this section.

Why Communicating Responsibly is Important

Digital messages can last for many years and may remain public even if you attempt to delete or modify them.

What You Need to Consider

Before you communicate always consider:

• The audience of your communication,
• The content of what you are communicating, and
• Whether you are using the right communication tool.

[1] Welcome

1 minute

[2] Communicating Responsibly

2 minutes

[3] Communication Channels & Tools

14 minutes

[4] Crafting Your Message Properly

4 minutes

[5] Your Commitment

30 seconds

[6] Knowledge Check

5 minutes

Learning Progress

This Topic is now available.

Abbott has an email system that is useful for everyday business communication like answering customer questions and updating colleagues.

Be careful and consider your audience when sending sensitive or highly confidential information like strategic plans or financial data.

If you need to send this kind of information, consider using secure email or the Do Not Forward function.

Virtual meetings such as conference calls and video conferences offer multiple benefits, but they also present risks.

In particular, they are not as secure as face-to-face communications, especially if being recorded either by Abbott or a third party.

When are virtual meetings/video calls most appropriate?

Virtual meetings and video calls are appropriate for complex issues or discussions that require a significant amount of history and context. These conversations are best when they occur in real time.

What are some important things to consider?

It is not appropriate to discuss or share sensitive or highly confidential information on a recorded call. Recording conference calls, video or voice calls, or meetings is prohibited, except for when expressly authorized in accordance with the Abbott Acceptable Technology Use Policy.

Instant messaging, text messaging, and voice messages are popular forms of communication, but are not appropriate for all business communications.

When is it appropriate to use instant messaging?

Instant messaging tools are appropriate for providing colleagues with scheduling or availability updates and other brief administrative communications.

What are some important things to consider?

Do not use instant messaging apps (such as WhatsApp or Teams Chat), text messages (such as SMS/iMessage), voicemail, and other short-lived messaging platforms for substantive business communication.

This includes discussions about decisions, strategy, products, sales, pricing, manufacturing, research and development, confidential information, or anything that needs to be retained for legal or regulatory reasons.

Effective reputation management requires anticipation, discipline, and preparedness in the context of the current and ever-changing external environment.

We are mindful in selecting how, where and when Abbott and Abbott personnel participate in external speaking engagements and conferences, engage with media, and participate in podcasts and other external activities.

External and media engagements include interviews with journalists, speaking engagements, social media and influencer campaigns, podcasts, vendor/supplier endorsements, employee-authored articles, and photography at Abbott sites.

CLICK FORWARD TO SEE THE GENERAL RULES OF EXTERNAL ENGAGEMENT IN ACCORDANCE WITH ABBOTT’S EXTERNAL COMMUNICATION POLICY.

Spokespeople/Interviews/Podcasts

• Only approved Abbott media-trained personnel can be spokespeople for Abbott
• Public Affairs determines and approves who will be the Abbott personnel spokesperson in all scenarios.
• All media interview requests must be directed to Public Affairs for evaluation.
• Public Affairs personnel must be present during all media interviews, including podcasts.

Speaking Engagements/External Awards Nominations/Presentations/Conferences

• External speaking engagements by Abbott personnel must be approved by Public Affairs before accepting an invitation to speak.
• Participation of Abbott personnel must be strategic and offer benefit to Abbott - not just to the individual.
• Public Affairs reserves the right to cancel participation of anyone speaking on behalf of Abbott from public events if proper process was not followed and/or if the participation is perceived to cause potential reputational risk.

Endorsements/Advocacy Initiatives

• Abbott personnel participation in vendor/supplier promotional and/or endorsement opportunities (Abbott’s name/logo may not be used by vendors on promotional materials, press releases or presentations) is not allowed.
• Local market policy/advocacy initiatives must have been previously reviewed by Public Affairs.

Take a moment to confirm your agreement with the statement below.

I confirm that I read and understood the Public Affairs Policies PA-001, PA-002, PA-006, and MKT05 and that I will comply with these policies.

To review Public Affairs Policy PA-001, PA-002, PA-006, and MKT05 please click the following links.

PA-001

PA-003

PA-006

MKT05

CONFIRM

Social media gives us a unique opportunity for direct online interactions, collaboration, and information-sharing with customers, consumers, patients, other Abbott employees, and the public.

But there are also some important risks to consider.

What are those risks?

Because interactions on social media are quick, dynamic, forever stored and have the potential to go viral, communications shared through this channel can be misconstrued on a broader scale. As a result, improper use of social media can represent a significant legal and reputational risk to Abbott.

Can I talk about Abbott online?

When talking about Abbott, its brands, or its products online, be sure to clearly disclose your connection to Abbott, even in your personal communications.

This helps ensure that everyone understands you have a vested interest in Abbott. We recommend you use a hashtag at the end of your post to disclose your connection to Abbott, and use statements such as: "Check out my company’s new …!" or "I work for Abbott and am excited about our new campaign."

Avoid giving the impression that you are an official Abbott spokesperson when sharing official Abbott content.

What are my Responsibilities?

You are personally responsible for views and content you publish on personal social media channels. If you mention Abbott or its products in personal social media, follow the Social Media Guidelines for Employees.

Personal social media behavior can impact Abbott's reputation, regardless of the subject matter, and posts may remain public, even if you attempt to delete or modify them later. Abbott reserves the right to observe employees' use of internal and external social media.

Here are some important things to consider when choosing the most appropriate communication channel.

Controlling the message

Consider how much control you are likely to have over your message once it is sent. We often don't realize how many people might be able to see or share our messages, either now or in the future.

Unintended recipients

Messages like emails, chats, and text messages can be sent to the wrong person and seen by unintended people, even with privacy settings enabled. This means your posts, views, or opinions can quickly become elevated, co-opted, or misconstrued. Short-lived chats can be kept and scrutinized in investigations or litigation.

Use of Abbott devices

All Abbott communication channels, and Abbott electronic devices must be used in a responsible manner and in accordance with applicable laws, Abbott's Code of Business Conduct, and Abbott policies. Incidental personal use of Abbott communication channels and electronic devices is not private. Also, Abbott information is not private to you regardless of where it resides.

For more information on how to safeguard your communications, visit the Information Security and Risk Management (ISRM) site on Abbott World.

Use of personal devices

Communications related to Abbott business should only be done via the devices, software, and tools approved by Abbott. In response to requests from prosecutors or civil enforcement or regulatory agencies, Abbott may be required to manage and preserve information contained within electronic communication channels, including email, chats, text messages, and other message platforms on employees' personal devices and accounts.

Here's how to remain compliant in your Abbott business communications.

Let the experts respond

If you are not an official Abbott spokesperson, do not respond to comments or media inquiries related to Abbott's company position. When in doubt, seek further guidance and send the comments to Public Affairs.

Protect privacy and confidential information

Remember that, even if a site has privacy settings, information can often be viewed and shared by others. If you create or control an Abbott-sponsored social media forum, consult Legal to make sure you are following laws regarding cookies and online tracking.

You must never share:

• Personal information, such as another person's name, photo, or address without permission.
• Sensitive or confidential information, like trade secrets, personally identifiable information, and intellectual property.

Use care with what you share.

Follow these tips:

• Protect your passwords.
• Do not use your Abbott email address and password on social media sites.
• Configure your social media platform's privacy settings and understand how the company will share your information.

Always follow company policies and local laws

When talking about Abbott on social media, in both your job and personally, follow Abbott's Code of Business Conduct, Abbott policies, and all applicable local laws.

Know about Legal Holds

Abbott communications relevant to litigation or government investigations may be placed on Legal Hold to be preserved for the duration of the litigation or investigation. If your communications and/or documents are subject to a Legal Hold, this will apply to them wherever they are stored (including data sources such as email, text messages, SharePoint, laptops, phones, and any other storage location). Abbott communications are also subject to the company's document retention schedules.

Quick Check

Test your knowledge now!

Which is the best communication channel to use for business messages?

Email

Phone call

Video call

Text or instant message

It depends on who you are communicating with and the content of the message.

Submit

That's correct!

That's not correct!

There is no single "best" communication channel. Choosing the most appropriate channel will depend on the audience and the content of the message.

Which of the following statements is true?

Recorded virtual meetings are good for discussing sensitive or confidential information.

If you use your personal device for business communications, the device can be used as evidence in litigation.

Since you are an employee of Abbott, you can speak on behalf of Abbott on social media.

Submit

That's correct!

That's not correct!

Remember:

• Sensitive or confidential information should never be discussed in a recorded meeting.
• Personal devices can be used as evidence in litigation.
• Some posts will still exist online, even if you attempt to delete or modify them.
• Business communications should only be done via Abbott-approved devices, software, and tools.
• Only designated spokespersons may respond on Abbott's behalf.

Click the arrow to begin your review.

Review

Take a moment to review some of the key concepts in this section.

Emails

Be careful and consider your audience when sending sensitive or highly confidential information like strategic plans or financial data via email. If you need to send this kind of information, consider using secure email or the Do Not Forward function.

Virtual Meetings

Virtual meetings and video calls are appropriate for complex issues or discussions that require a significant amount of history and context.

Instant Messaging

Instant messaging tools are appropriate for providing colleagues with scheduling or availability updates and other brief administrative communications. Do not use instant messaging apps, text messages, voicemail, and other short-lived messaging platforms for substantive business communication.

External Speaking Engagements / Interviews

Only media-trained personnel can be spokespeople for Abbott. External speaking engagements must be approved by Public Affairs BEFORE accepting an invitation to speak.

Social Media

Because interactions on social media are quick, dynamic, forever stored and have the potential to go viral, communications shared through this channel can be misconstrued on a broader scale.

Compliant Business Communications

Let the experts respond. Protect privacy and confidential information. Use care with what you share. Always follow company policies and local laws. Know about Legal Holds.

[1] Welcome

1 minute

[2] Communicating Responsibly

2 minutes

[3] Communication Channels & Tools

14 minutes

[4] Crafting Your Message Properly

4 minutes

[5] Your Commitment

30 seconds

[6] Knowledge Check

5 minutes

Learning Progress

This Topic is now available.

Compliant communication in a business environment requires consideration of language, tone, and emotions.

It is important to understand that others may interpret messages differently based on their beliefs, experiences, backgrounds, and identities.

Tip 1: Consider your word choice

Make sure that the words you are using are clear, precise, and unambiguous. Simply put, choose words that are simple to understand.

Tip 2: Provide context

By providing appropriate context and details, you can avoid confusion and ensure that your message is clear.

Tip 3: Avoid legal terms

Unless you are a lawyer and are authorized to provide a legal opinion, always avoid using legal terms, such as "negligent," "illegal," "reckless," "infringe," or "liable." These terms can be unintentionally damaging to Abbott in court, to government regulators, or in the media, whether or not they are accurate.

Tip 4: Avoid emoticons and emojis

The meaning of emojis and emoticons can vary from person to person. This can lead to serious misunderstandings in business communications, especially if read by an unintended audience such as an opposing party in litigation or a regulator.

Tip 5: Don't present opinions as facts

Proper communication also avoids assumptions and the presentation of opinions as facts. When you need to express an opinion, be sure to identify it as such.

For example, in a personal context, there may be little harm in suggesting to a friend that "Company X will be out of business in a couple of years." But in business, this kind of speculation could be misinterpreted as a fact or a well-informed conclusion. It could then be used as the basis for a business decision—possibly with unfortunate consequences.

How we say something is just as important as what we say.

Using the wrong tone when communicating may result in misunderstandings.

Steer clear of humor.

When we use sarcastic, ironic, or humorous tones in written business communications, it's easy for others to misinterpret them. This is because there are no visual or oral cues to help convey the intended meaning. Also, if someone reads these messages later on without any context, the meaning can become even more distorted.

Avoid secretive language

Using language that sounds secretive or conspiratorial can cause misunderstandings. Phrases like "keep this between us" or "for your eyes only" can make something that's okay seem like it's not okay or even unlawful. Instead, it's appropriate to mark materials as "confidential" or "sensitive" using standard terms like "Proprietary and Confidential."

Control your emotions.

How we control our emotions when we communicate can impact how others perceive us. It is important to maintain a positive work environment, even if we're frustrated. Take a moment to calm down, read and adjust the communication, or consider not sending it at all. Never send a message when you are upset.

Use neutral language.

Using neutral language helps keep communication objective and less emotional. Instead of using emotionally loaded words like "problem" or "disaster," use more neutral terms like "issue" or "challenge." If you're ever unsure of your wording, ask a manager for advice.

Quick Check

Test your knowledge now!

A country manager sends a group email to employees. The email reads: "We need to get this product moving. We are way behind where we are supposed to be. So, I need you to do whatever it takes to ensure we meet our numbers this month." Does this message sound like it could pose a risk to the company?

Yes.

No.

Submit

That's correct!

That's not correct!

The phrase, "I need you to do whatever it takes to ensure we meet our numbers," is vague and open to interpretation. If one of the manager's team members secured a contract while acting against company policy, they could point to the email and claim that the manager had given the green light to do "whatever it takes" to win the business.

A regional sales manager hears a rumor that a new product in development has run into quality issues. The manager then attends a meeting where it is announced that the launch of the new product has been delayed. After the meeting, the manager messages a colleague: "Just heard . . . They've canceled the launch for the second time. Major quality issues with the new product!" Based on this message, which of the following statements would you assume to be true?

The launch has been canceled.

There are quality issues with the new product.

Both 1 and 2.

Submit

That's correct!

That's not correct!

Most people would assume both statements were true. The truth, however, is that the manager has no idea what has caused the delay. The manager has assumed the cancellation of the launch has been caused by quality issues, consequently presenting that rumor as a fact.

Click the arrow to begin your review.

Review

Take a moment to review some of the key concepts in this section.

Crafting Compliant Business Communications

Compliant communication in a business environment requires consideration of language, tone, and emotions.

Importance of Tone

How we say something is just as important as what we say. Using the wrong tone when communicating may result in misunderstandings.

[1] Welcome

1 minute

[2] Communicating Responsibly

2 minutes

[3] Communication Channels & Tools

14 minutes

[4] Crafting Your Message Properly

4 minutes

[5] Your Commitment

30 seconds

[6] Knowledge Check

5 minutes

Learning Progress

This Topic is now available.

Take a moment to confirm your agreement with the statement below.

I confirm that I understand my responsibilities regarding business communications and know where to go if I have any questions.

Confirm

The Knowledge Check that follows consists of 10 questions. You must score 80% or higher to successfully complete this course.

WHEN YOU ARE READY, CLICK THE KNOWLEDGE CHECK BUTTON.

[1] When talking about Abbott, its brands, or its products on social media, you should clearly disclose your connection to Abbott.

[1] True

[2] False

Next

Question 1: Feedback

You should always disclose your connection to Abbott. This makes it clear you have a vested interest in Abbott.

[2] You receive a phone call inviting you to a give an interview about Abbott’s new product. You should:

[1] Agree immediately, since this is a wonderful opportunity for Abbott to share information about the new product.

[2] Agree to participate after you discuss it with your manager.

[3] Consult with both your manager and Public Affairs, since Public Affairs determines and approves who will be the Abbott spokesperson in all scenarios.

[4] Say you cannot participate because you will be out of town.

Next

Question 2: Feedback

All media interview requests and external speaking engagements must be directed to Public Affairs for evaluation - no exceptions.

[3] Which electronic communication channels may Abbott employees use to conduct substantive business communications?

[1] Abbott-managed communication systems such as Abbott email, Microsoft Channels (not Chat function), SharePoint/OneDrive file sharing capabilities, and live audio/video conferencing (e.g., phone calls and Microsoft Teams calls)

[2] Non-Abbott communication systems such as personal email

[3] Instant message or social media applications (e.g., WhatsApp, WeChat, Microsoft Teams Chat, or Facebook Messenger)

[4] Ephemeral or "short-lived" messaging platforms, whether or not provided by Abbott

Next

Question 3: Feedback

Do not use instant message applications, text messages, voicemail services, and other "short-lived" messaging platforms to conduct substantive business communications.

[4] Messages requiring a lot of history and context are best communicated in writing.

[1] True

[2] False

Next

Question 4: Feedback

Messages that discuss complex issues, or require a significant amount of history and context, are best communicated in real time, either in person or over the phone.

[5] Which of the following should you avoid in business communications?

Check all that apply.

[1] Imagining how others are likely to interpret what you are saying

[2] Using secretive and conspiratorial tones

[3] Adjusting your choice of words, tone, and body language to your audience

[4] Using jokes and sarcasm to insert some fun in your communications

Next

Question 5: Feedback

Sarcastic, ironic, and humorous tones are often misinterpreted in business communications, as is secretive or conspiratorial language.

[6] If you enable the privacy settings on a social media site, your comments and content can never be viewed by others.

[1] True

[2] False

Next

Question 6: Feedback

Content and comments you originally intended only for family and friends may be viewed by others, even if privacy settings are enabled.

[7] Which of the following would be appropriate to send via instant messaging?

[1] Sales contracting information

[2] An alert to a scheduling conflict

[3] A performance evaluation

[4] A discussion about whether to hire a doctor for an educational event

Next

Question 7: Feedback

Instant messaging is appropriate for providing colleagues with scheduling or availability updates and other brief administrative communications.

[8] Communications related to Abbott business may be conducted using home computers and personal email addresses, provided you are careful not to disclose confidential or proprietary information.

[1] True

[2] False

Next

Question 8: Feedback

Communications related to Abbott business should only be done via the devices, software, and tools approved by Abbott.

[9] In response to requests from prosecutors, or civil enforcement or regulatory agencies, Abbott may be required to manage and preserve information contained within electronic communication channels, including email, chats, text messages, and other message platforms on employees' personal devices and accounts.

[1] True

[2] False

Next

Question 9: Feedback

In some cases, Abbott may be required to manage and preserve information contained within communication channels on employees' personal devices and accounts.

[10] If you are subject to a Legal Hold, data must be preserved in which of the following data sources?

Check all that apply.

[1] Email

[2] OneDrive/SharePoint

[3] Teams chats/channels

[4] Text messages (such as WhatsApp, WeChat, Viber, Telegram, etc.)

[5] Laptop/desktop

[6] Data systems (such as SAP, EthicsPoint, Symphony)

Submit

Question 10: Feedback

Data from all data sources must be preserved, if you are subject to a Legal Hold.

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Where to Get Help

Manager

If you have a question or concern about your own communication, or a communication you receive from another Abbott employee, a business partner, a customer, or anyone else connected with Abbott, the best place to start is with your manager.

Public Affairs

Contact a Public Affairs representative if you have questions about Abbott’s expectations for communicating both internally and externally while working at Abbott.

Public Affairs Website

• Click  here to access the Public Affairs website on Abbott World.

Public Affairs Policies and Procedures

• Click here to access communication related policies and procedures on the Global Policy Portal on Abbott World.

Digital Knowledge Center

• Click here to access the Digital Knowledge Center on Abbott World for tools to help guide you while using social media at Abbott.

Human Resources (HR)

Contact a Human Resources representative for employee-related issues, including your concerns about interactions with other Abbott employees or anyone else connected with Abbott.

Human Resources Website

• Click  here to access the myHR Portal on Abbott World.

Human Resources Policies and Procedures – The following global HR policies describe conduct prohibited in the workplace: Workplace Harassment (C-111) and Violence (C-113).

• Click  here  to access the above policies on Abbott World.

Legal

Contact the Legal Division with questions or concerns about legal implications of careless communication.

Legal Website

• Click here to access the Legal website on Abbott World. The Legal Hold Information page on the Legal website provides important information about employee compliance with Legal Hold Orders (LHOs).

Legal Policies and Procedures – Refer to Legal policies and procedures for requirements related to confidential information, antitrust, and other legal matters.

• Click here to access Legal policies and procedures on the Global Policy Portal on Abbott World.

Information Governance Resources

• For important policies, procedures, and resources on information and records management, Abbott employees should visit the Information Governance website on Abbott World.

Office of Ethics and Compliance (OEC)

The OEC is a corporate resource available to address your questions or concerns.

• Visit the Contact OEC page on the OEC website on Abbott World.
• Visit Speak Up to voice your concerns about potential violations of our Code of Business Conduct or policies. Speak Up is available globally, 24/7 in multiple languages.
• You can also email investigations@abbott.com .

Course Resources

Transcript

Click here for a full transcript of the course

Welcome

Compliant Business Communications

Our Philosophy

Objectives

Table of Contents

Communicating Responsibly

Why It Matters

Things to Consider

Review

Table of Contents

Communication Channels & Tools

Emails

Virtual Meetings

Instant Messaging

External Speaking Engagements/Interviews

Social Media

Further Considerations

Compliant Business Communications

Quick Check

Review

Table of Contents

Crafting Your Message Properly

Crafting Compliant Business Communications

The Importance of Tone

Quick Check

Review

Table of Contents

Your Commitment

Your Commitment

Knowledge Check

Introduction

Assessment

Feedback

Survey

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Compliant Business Communications

Knowledge Check

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Course Description: Compliant Business Communications is key to building, maintaining, and protecting Abbott’s reputation. The aim of this course is to demonstrate how language, tone, and emotion play a significant role in how business communications are received and interpreted, and to provide guidance on how to select the most appropriate channel and tools to communicate your message. This course will take approximately 30 minutes to complete.

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