communication_etiquette_workshop_for_xu_biz_prof[1]

8/7/2019 communication_etiquette_workshop_for_xu_biz_prof[1]

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Business Communication

Etiquette

Dr. Thomas Clark

Dept of Management and [email protected]

513.745.2025

410 Schott Hall


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Definition of Etiquette

Etiquette

rules governing socially acceptable behavior

practices and forms prescribed by social

convention


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Mental rehearsal

Before you entera situation, visualize what

you are going to say anddoand then

mentally rehearse how you believe your

audience will respond

At the same time, visualize what your

audiences

most p

refe

rred

comm

unicato

rwould be saying anddoing. How close can

you come to their ideal other?


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Perception equals reality

Two Stages

InitialPerception (Immediate)

SustainedPerception (OverTime)


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Presence

People begin to evaluate us before

any words are everspoken

Who you are speaksso loudly I do

nothear what yousay--Emerson


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Grooming

Light scent

Clean and trimmed

fingernails

Limited jewelry

Concealed tattoos

No visible body

jewelry

Neatly combed hair

Polished shoes

Stockings without

runs

Belts on pants

Colorof socks, belt,

& shoes matches


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Nonverbal communication:

Handshaking

Pumper

Dead Fish

Squeezer

Two handed

Equal, with direct eye contact


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Make your 1st words count

Ask yourself, What would the otherperson like to

hearme say first?

This will allow you to say something that will show

you see things from the otherpersons point of view.

Exercise: In a team of 2-3,read the sentences in theleft hand column of the handout in turn.


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Ingratiation

Compliment others, orally or in writing, on something

important to them

Example of written praise: I am writing to express myappreciation for the expertise youshared with me

yesterday about the skills I need to develop to excel

as a marketingprofessional. I value your insight and

will implement all your excellentsuggestions.

Exercise: Imagine yourpartner is a co-worker and then

complimenthim orher with a What, Why, Impact

statement like the one above


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How readers read email

Orienting: Directory indicates relevance

Skimming:Does it look organized? Concise?

Scanning: Read 1st paragraph, headings,and last paragraph

Reading: Read entire email


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Email etiquette: address

Use an appropriate and easy to remember

email address:[email protected]

Considercreating one solely for job

correspondence

Avoid cute addresses: [email protected] or

[email protected]: Share any inappropriate email

addresses you have seen


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Write concisely

Messages:

Keep e-mail concise by including only

informationreaders will find important.

Limit e-mails to one topic andno more thantwo screens

Paragraphs: Most paragraphs should be 2-6 lines long.

Avoid paragraphs more than 8 lines long.


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Email etiquette: Subject line

Include an accurate subject line, one which

indicates the purpose of the message

Thank you from Regina Myles

Request formeeting with Regina Myles

Confirmation of lunch at 3:00 tomorrow with

Regina Myles Regina Myles W-9 mailed today


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Email etiquette: Salutations

Identify the receivers preferred title and use it,

including Dr.,Prof.,Mr. Ms., andMrs.

Avoid 19th century salutations, such as To

Whom It May Concern; Gentleman or Ladies

If you do not have a name, address a title orcompany, such as Dear Human Resources

DepartmentorDear Convergys


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Email: Greetings

To respect readers time, limit greetings to oneshort sentence orphrase

--Thank you for meeting with me last week.Im writing to ask

--Greetings! Im writing because Dr. Sakkab

suggested I contact you given your expertiseconcerning the use ofhedging to control forcurrency fluctuations


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Avoid long social openings.

--Good morning from Xavier University!Theweatherhas improved tremendouslysince

you were here last week. No more snoworslush and no more problems findingon streetparking, the bane of the commutingstudent[Blah, blah ]

A P. S. can contain kudos andotherpleasantriesafter main message isconcisely communicated


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Write a good opening sentence

Focus on starting with a clear WHAT, WHY, and

WHEN. Be sure the message contains all the

informationreaders need to act properly.

Use the opening paragraph to tell readers WHAT

the key issues covered in the message referring

explicitly to products, people, and issues:

I am writing to accept your invitation to attend a

luncheon on 2/9/10 at the Queen City Club tohonor

Juanita Gomez


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Write a good opening sentence

Let readers know in the first sentence if you want

them to do something in response to the e-mail:

Please send me the instructions for importing

information into an Excelspreadsheet.

When responding to an e-mail, consider starting

with in response to yourrequest, to orient your

reader quickly to your purpose in writing:

In response to your request, Ihave attached a copyof

....


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Write effective body paragraphs

Make youre-mails skimmable and scannable

Use headings and subheadings to create a

scannable outline of yourmessage

Use lists, including numbers and bullet points,

to improve the curb appeal of youre-mail

and to make information easier to retrieve

from them Limit lists to five or fewerpoints.


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Close with action steps

Indicate Who, will do What, When, and, asappropriate, Why

As requested, I will1. Create a portfolioof my best market

research work, includingstatistical analysesresearchpapers, andpresentation slides,

and2. Send it today to Ms. Frankelof Nielsen so

she can add it to my application


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Auto signature

An autosignature should include

other waysof reaching the

writer

Fax

Cellphone

Snail mail, IM


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E-mail design

Do not use colored stationery

Do not decorate yoursignature with flowers,

balloons, orother icons

Consideromitting inspirational orreligious

quotations


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Email etiquette

Capitalize the first letterof a word beginning a

sentence as well as the pronoun,I.

Insert a line of white space between

paragraphs to facilitate easy reading.

Set up reply feature to put yourmessageabove the one to which it is replying


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Email etiquette: Taboos

DO NOTUSE ALL CAPITALS FOR ANY

SENTENCES! Use courteous language

which suggests a calm andrational tone.

Avoid abbreviations, slang expressions, and

emoticons, such as the following:BTW, can U

plzsend infoon nxtsteps?Thx


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Email etiquette: Taboos

Use language that tells others you are taking

them seriously.

Avoid words that suggest indifference,

communicated by such commonplace

phrases as OK, WillDo, Sounds Right


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Email alternatives

Do not use email to the exclusion of other

media as it is best used forsimple,

noncontroversial communication

Use a face to face meeting ora telephone

call forsensitive, controversial, orcomplex

issues


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Instant and text messaging

IM and text messaging are best used forgaining information orperspective that youneed quickly and that is simple for the

receiver to provide.

Get permission to use these media. Keep inmindreceivers sometimes believe these IM

and text messages require an instantresponse andmay see it as an interruption oftheirplans for that time.


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Telephone calls

Plan your phone calls just as you would

otherverbal messages. Focus the message

on whats really important.

Be prepared for either a live conversation

or voice mail. Be ready to eliminate most of

the social pleasantries and get right to the

message if you get a voice mail system.


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Telephone Etiquette

Identify yourself and yourcollege

Ask the person if he orshe has time to talk

Make calls during normal business hours.

Return calls the same day

Do not

put someone on hold without asking

permission.

do otherwork while on the phone


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Telephone calls

Outline points you want to make prior toplacing a call.

Write down the name ornames of the parties

with whom you will be speaking If yourparty is not there, leave a briefmessage andrequest a telephoneappointment

If yourparty answers, identify yourself, stickto youroutline and thank the person at theend of the call.


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Telephone etiquette

Provide only yourcell phone number to

business contacts.

You do not want a roommate ora parent

answering a call intended foryou because

you cannot control what they say or the

image they will project of you


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Reasons to use voice mail

Afterhours calls can be answered

Employees communicate with people indifferent time zones

Receptionists take incomplete or inaccurate

messages


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What is a bad voice mail

message?

Talking too fast orslow

175-250 words perminute

Not enough information

Cant understand the message

No return telephone orpersonname left in

message


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Voice mail

Keep it short and simple. Aim to keep voice mailmessages less than 30 seconds.

Start with a WHAT/WHY/WHEN opening, adddetails as needed, and finish with follow-up.

Be sure listeners can contact you easily. Speakslowly enough for them to understand yournameand phone number. For longermessages, includethe contact information at both the beginning andthe end of the message.

Clarify timing. Listeners usually appreciate specificdeadlines, as long as they are reasonable andimportant. Considersaying when you will be free totake a call.


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Voice mail example

Hi, Sandra. This is Jane Maple at 6108. Im calling toinvite you to a status meetingon the RevisedCommuter Parkingproject. Were going topresentresults andplans that resulted from our analysisofsurvey data, so this would be a greatopportunity foryou tosee howStudent Government may getinvolved in 2or 3 months.

Here are the details: the meeting is at 9 a.m. onWednesday the 6th in Conference Room D andshould last about 45 minutes. If you cant make it,

please sendsomeone else soSGA can be up todate.

Again, this is Jane at 6108. I look forward toseeingyouWednesday morning.


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Your voice mail recording

Start with an upbeat greeting including your

name so callerknows he orshe has reached

the right person

Indicate how the callercan get a response

Close on a positive note, e.g.,Make it a great

day!

Listen to yourrecording

Does it sound upbeat?Professional?

Can the listenerheara smile in yourvoice?


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Voice mail: Taboos

Do not have

a cute messagebackgroundmusic

a long introductory comment before

the beep


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Cell phones

Put on vibrate orsilent

Limit use to when you are alone

If you use them in the presence of others, they

may view it as rude orself-centered


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Invitations

Reply to all invitations within 48 hours.

Be gracious if you need to refuse

Thank you for inviting me to breakfast tohearFrank Jonesof your legal departmentspeaknext Friday. Given hisoutstanding reputation, Iam confident Ihave much to learn from him.As Ihave another meetingscheduled for thattime, I will be unable to attend. I appreciateyour kindness and look forward tospeakingwith you in the near future.


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Thankyou letters

Goal is to express thanks and promote your

objectives

Opening: Express appreciation and

compliment the receiver Body: Summarize what you see as mutual

benefit ofmeeting

Closing: Indicate next steps

PS:Make a positive comment and/ormake an

offer to return the favor


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Put your best Facebookforward

What happens when a recruiter

Googles you?

What will bereveale

dabout youon Facebook orMySpace?


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Recruiters will checkyou out!

Microsoft survey:

70% of HR workers admitted to rejecting a job

applicant based solely on online info.

60% of internet users surveyed claimed

concerned that their internet behaviorcould

affect theirprofessional lives.

only15% actually thought aboutrepercussions when posting content.


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You know you need to clean up your

Facebookaccount if

all of yourdrunken weekendshenanigans end up splashed all

overFacebook

or

you have a penchant for tweetingyourweekly streaking schedule.


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Facebook: Steps to take

Google yourself

Investigate any link with your name attachedto it

Clean up youraccount Remove orde-tag

unflattering photos and text

inappropriate wall posts

an

ything othe

rsm

ight find

offensive

Use privacy settings so you control who willsee yourprofile


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Use Facebook to advance your

interests

Make yourprofiles an extension of your

resume

Write positive things about yourself in the

Interest andActivities sections

Demonstrate yourpassion for the career field

of yourchoice

Post pictu

res of you

rself pe

rform

ing a jobrelevant action orservice


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Remembering names

Get business cards from everyone you meet and

makes notes on it about when you met, what you had

in common, anddetails about the person, including

names of children

Record the information into an electronic data base

for future reference

Prefer the formal to the informal, especially with older

and higherranking people

If you forget a name, say Help me out. Your name

wason the tipof my tongue & now eludes meAvoid

Im sorry, Ihave forgotten your name


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Listening

How do you know someone is listening to

you?

How do you feel when you know someone islistening to you?

How do you describe a person who islistening to you?


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Listening

How do you know someone is ignoring you?

How does it make you feel when you are

ignored?

How do you describe a person who has

ignored you?


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Introducing yourself to a secretary

Hello. My name is Libby Smith. I am here for

a 1 oclock appointment with Mr. Jones.

Key fact: 90% ofmanagers ask theirsecretarys opinions of job applicants


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Speakwith authority

Even when asking questions, have yourvoice

end on with a downward inflection.

Say What time is the meeting? once withvoice raising at the end and one with voice

ending with a downward inflection.


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Motivation

USE PHRASES THAT BRING OUT THE BEST IN

YOUR LISTENER

I know you want what is fair forboth of us.

I am sure you will do yourbest to help me out.

I am counting on you.

I enjoy working foryou because you respond so

effectively to youremployees needs.


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Attitude

Be positive about yourself, yourwork, your

boss, peers, coworkers, customers, suppliers,

and company


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Integrity

- Telling the truth

- Doing what you say you will do,reliability


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Golden and platinum rules

High regard forothers

Sincerity

Empathy

Tact

Respect fordiversity


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Thank You

Documents

communication_etiquette_workshop_for_xu_biz_prof[1]