Gaining the Competitive Edge with Business Communication
Business Etiquette
Professional Etiquette Dining Etiquette Cocktail Parties Correspondence Etiquette Office Etiquette Office Romance Etiquette Abroad
Professional Etiquette
You only have ONE opportunity to make a good first impression
First Impressions
Within 30 seconds people judge your
Economic level Educational level Social position Level of sophistication Level of success
Within 4 minutes people decide your
Trustworthiness Compassion Reliability Intelligence Capability Humility Friendliness Confidence
Are First Impressions Lasting?
YES Made with emotional not rational brain Once made rational brain seeks validation Dont want to change opinions Labels helps make sense of world Experience teaches us validity of first impressions
Making Positive First Impressions
Determine audience Identify their expectations Establish objectives Dress, behave, and communication in a way that reflects audience expectations
A,B,Cs of Image
Appearance
Color, wardrobe, grooming
Etiquette, civility, attitude Verbal, nonverbal, written
Behavior
Communication
Professional Etiquette Meeting and Greeting
Handshake: offer entire hand, webto-web, shake lightly and release Know whom to introduce first
Junior to senior Fellow worker to client
Eliminate slang/jargon from your vocabulary Always on time, always organized, always ready
Business networking in social situations
Never introduce yourself by your title Name tags on your right shoulder Keep your right hand free Stay informed of current events Maintain eye contact
Showing Respect
Always use last names with customers unless they are about your age and rank Dont keep customers waiting Escort clients out When someone of higher rank or from outside the organization enters, everyone in the office stands Junior employees stand until seniors sit
Business Cards
Manage business card exchanges flawlessly Always have a supply of cards Ask for someones card before offering your own Present card face up Take time to look at received card NEVER turn down an offered card Be selective when distributing cards Be aware of international card etiquette
Small Talk
3 distinct parts
Opener Middle Break away
Small Talk Openers
Individuals
Compliment, weather, food, current event I love your______. Is it a family heirloom?
Something pertaining to everyone How do you all know each other? Will you be traveling this summer?
Group
Casual acquaintances
General comments How has your year been?
Small Talk Middle
Safe topics
Sports, books, movies, theater, art, travel
Ask, listen, elaborate with matching experience, Ask again
Questions
Be more interested than interesting
Small Talk Break-Away
Stay no more than 10 min in one place Break-away lines
I dont want to monopolize you. Im going to circulate. I see someone I must meet.
Tell them you enjoyed speaking with them Discuss next steps
Going for food, to next person, etc.
Correspondence Etiquette
Every written invitation gets a response unless it asks for money Respond within 1 week Follow directions for response Special instructions (dress code) will be in lower corners Envelope will indicate if you may bring guest Send Thank you letters Always include a cover letter for written documents Sit on written documents for 24 hours (if possible)
E-mail Etiquette
E-mail only those people to whom your messages actually pertain todont send mass or chain letters M-ake a point of responding to messages promptly A-lways use spell-check and grammar check before sending messagesbe brief and clear I-nclude your telephone number in your message L-earn that e-mail should be used for business rather than personal usedont send anything you wouldnt want to see in public
Telephone manners
Answer the phone with your name and company (or department) When placing calls, state your name and company or department immediately when phone is answered Speak clearly State the purpose of your call Only use speakerphone for conference calls Always smile when using the phone Say please and thank you Judge your audience before making small talk Return your calls
Voice Mail/Mobile Phone Use
Realize proper usage of mobile phones in business Understand how to leave an adequate voice message Check messages frequently on a daily basis Avoid using in a restaurant, movie, church, or meeting Limit your conversation when in close quarters Use a quiet voice Dont give out credit card # Refrain from using when driving
Office Etiquette
Be self-aware-use common sense Mind your own business Avoid strong cologne Never ever go over your supervisors head Obey your companys business dress attire Keep your germs to yourself Treat every employee with the same respect Do not post things of an offensive nature No matter your job or your title, always hold yourself to a higher standard
The 12 Commandments of Cubicle Etiquette
Thou shall not enter another persons cubicle unless you are invited. Thou shall not interrupt someone who is on the telephone by using sign language or any other means of communication. Thou shall think twice before interrupting someone who appears deep in thought. Thou shall be aware of how your voice projects. Thou shall realize that speaker phones and cubicles dont mix. Thou shall not discuss a confidential matter in a cubicle setting.
Thou shall realize that everything you say makes an impression on your internal customers. Thou shall not make or receive personal telephone calls during the workday. Thou shall not establish eye contact with someone when you would prefer not to be interrupted. Thou shall stand up and walk toward the entrance of your cubicle when you would like an impromptu meeting short. Thou shall recognize your cubicle is a direct reflection of you. Keep it neat and orderly.
Meeting Etiquette
Always have your calendar, notebook & pen Never bring up personal problems/issues in a professional situation Avoid you talk Stay on schedule In conference rooms hang back until power players have taken seats: ends and middle sides of table are power seats
Etiquette Abroad
Know the various cultural nuances of the particular country Do your homework Problem solving & issues of protocol and chain of command differ greatly between countries
Evaluation Questions
Use: Strongly agree Agree Disagree Strongly disagree Dont know
1. I found the presentation of material easy to understand. 2. This discussion session increased my knowledge on the subject presented. 3. I will be able to use some of the information from this discussion session in the future. 4. The presenter was well prepared for this discussion session. 5. This presentation should be repeated in future semesters.
