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Dr. Thomas ClarkDepartment of Management        clarkt@xavier.edu           312 Smith Hall
Etiquette ◦ rules governing socially acceptable   behavior ◦ practices and forms prescribed by   social convention
 Golden:   Treat others as you would like to be treated Platinum:   Treat others as they would like to be treated
   Communicate in terms of your objectives not    in terms of your feelings (The advice to “Be    Yourself” is misleading...
 Beforeyou enter a situation, visualize what you are going to say and do—and then mentally rehearse how you believe your ...
Two StagesInitial   Perception— (Immediate)Sustained    Perception— (Over Time)
People begin to evaluate us before any words are ever spokenWho you are speaks so loudly I do not hear what you say--Emerson
 Light scent          Neatly   combed Clean and             hair  trimmed              Polished shoes  fingernails    ...
 Pumper Dead   Fish Squeezer Two   handed Equal,   with direct eye contact
 Ask    yourself, “What would the other person    like to hear me say first?” This   will allow you to say something tha...
Applicants who focused more ◦ on being pleasant, agreeable, and offering   compliments to interviewers and their companies...
Compliment others, orally or in writing, on something important to themExample of written praise: I am writing to express ...
Principle: Your communication often predicts the response of the Receiver.Exercise:   Alternate reading the comments on t...
USE PHRASES THAT BRING OUT THE BEST IN  YOUR LISTENER• I know you want what is fair for both of us.•   I am sure you will ...
Be positive about your   company,   work,   boss,   peers & coworkers,   customers & suppliers   & yourself
- Integrity: Telling the truth- Reliability :Doing what you say you will do
 How   do you know someone is listening to you?  • Eye communication; undivided attention; encouragers;    nonverbal posi...
 How   do you know someone is ignoring you? ◦ Lack of eye contact; other signs of indifference How does it make you feel...
 Hello.My name is Libby Smith. I am here for a 1 o’clock appointment with Mr. Jones. Keyfact: 90% of managers ask their ...
Even when asking questions, have your voice end on with a downward inflection.Say “What time is the meeting?” once with vo...
   Get business cards from everyone you meet and    makes notes on it about when you met, what you    had in common, and ...
   Goal is to express thanks and promote your    objectives    ◦ Opening: Express appreciation and compliment the      re...
   Reply to all invitations within 48 hours.   Be gracious if you need to refuse    Thank you for inviting me to breakfa...
   Plan your phone calls just as you would    other verbal messages. Focus the message on    what’s really important.   ...
 Identifyyourself and your college Ask the person if he or she has time to talk Make calls during normal business hours...
 Outline  points you want to make prior to  placing a call. Write down the name or names of the parties  with whom you w...
   Provide only your cell phone number to    business contacts   You do not want a roommate or a parent    answering a c...
   After hours calls or texts can be answered   Employees communicate with people in    different time zones   Receptio...
   Talking too fast or slow    ◦ 175-250 words per minute   Not enough information   Can’t understand the message   No...
   Keep it short and simple. Aim to keep voice    mail messages less than 30 seconds.   Start with a WHAT/WHY/WHEN openi...
   Hi, Sandra. This is Jane Maple at 6108. I’m calling    to invite you to a status meeting on the Revised    Commuter Pa...
 Start with an upbeat greeting including your  name so caller knows he or she has reached  the right person Indicate how...
Do not have ◦ a cute message ◦ background music ◦ a long introductory comment before   the beep
   Be present: Give your full attention to    those you are with, such as when in a    meeting or on a date.   Before ma...
   What happens when a recruiter “Googles”    you?   What will be revealed about you on Facebook    or MySpace?
   Google yourself    ◦ Investigate any link with your name attached to it   Clean up your account    ◦ Remove or de-tag...
   Make your profiles an extension of your    resume   Write positive things about yourself in the    Interest and Activ...
   Orienting: Directory indicates relevance   Skimming: Does it look organized? Concise?   Scanning: Read 1st paragraph...
   Use an appropriate and easy to remember    email address: ryansmith@gmail.com   Consider creating one solely for job ...
   Messages:    ◦ Keep e-mail concise by including only information      readers will find important.    ◦ Limit e-mails ...
Include an accurate subject line, one whichindicates the purpose of the message ◦ Thank you from Regina Myles ◦ Request fo...
Identify the receiver’s preferred title and use it,  including Dr., Prof., Mr. Ms., and Mrs.If you do not have a name, add...
To respect readers’ time, limit greetings to one short sentence or phrase   --Thank you for meeting with me last week.   ...
   --Good morning from Xavier University! The    weather has improved tremendously since    you were here last week. No m...
   Focus on starting with a clear WHAT, WHY,    and WHEN. Be sure the message contains all the    information readers nee...
   Let readers know in the first sentence if you    want them to do something in response to    the e-mail:    ◦ Please s...
Make your e-mails skimmable and scannable ◦ Use headings and subheadings to create a   scannable outline of your message  ...
Re: Dates Maureen O’Donnell can meet for Interview in ChicagoIn response to your request, here are the dates when I am ava...
Indicate Who, will do What, When, and, as   appropriate, WhyAs requested, I will4. Create a portfolio of my best market   ...
An auto signature should include  other ways of reaching the writer Fax Cell phone Snail mail, IM
P. S. Thank you so much for the time you took from  your busy schedule at the Meet the Firms event  yesterday to tell abou...
◦ Do not use colored stationery◦ Do not “decorate” your signature  with flowers, balloons, or other icons◦ Consider omitti...
   Capitalize the first letter of a word beginning    a sentence as well as the pronoun, I.   Insert a line of white spa...
   DO NOT USE ALL CAPITALS FOR ANY    SENTENCES! Use courteous language    which suggests a calm and rational    tone.  ...
   Use language that tells others you are taking    them seriously.   Avoid words that suggest indifference,    communic...
   Make sure the recipient’s name and the name    of the Company is spelled accurately   Proofread carefully before fill...
   Do not use email to the exclusion of other    media as it is best used for simple,    noncontroversial communication ...
   IM and text messaging are best used for    gaining information or perspective that you    need quickly and that is sim...
•   Positive regard for others•   Sincerity•   Empathy•   Tact•   Respect for diversity
Thank You
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  • Do a checklist of your current appearance. How many criteria do you meet, assuming you were to meet someone in the elevator right after this meeting
  • Think of a time when someone you did not know introduced themselves to you in a way that made you feel comfortable. Was it a compliment. Was it followed by a
  • 19
  • How many of you are under 21? How many of you have photos of yourself with a drink in your hand on your Facebook account?
  • Transcript of "uUpdated business communication etiquette slides"

    1. 1. Dr. Thomas ClarkDepartment of Management clarkt@xavier.edu 312 Smith Hall
    2. 2. Etiquette ◦ rules governing socially acceptable behavior ◦ practices and forms prescribed by social convention
    3. 3.  Golden: Treat others as you would like to be treated Platinum: Treat others as they would like to be treated
    4. 4.  Communicate in terms of your objectives not in terms of your feelings (The advice to “Be Yourself” is misleading) Understand what interpersonal and professional criteria are for the interview Plan your behavior in terms of meeting both sets of criteria
    5. 5.  Beforeyou enter a situation, visualize what you are going to say and do—and then mentally rehearse how you believe your audience will respond At the same time, visualize what your audience’s most preferred communicator would be saying and doing. How close can you come to their “ideal other”?
    6. 6. Two StagesInitial Perception— (Immediate)Sustained Perception— (Over Time)
    7. 7. People begin to evaluate us before any words are ever spokenWho you are speaks so loudly I do not hear what you say--Emerson
    8. 8.  Light scent  Neatly combed Clean and hair trimmed  Polished shoes fingernails  Stockings without Limited jewelry runs Concealed tattoos  Belts on pants No visible body  Color of socks, jewelry belt, & shoes matches
    9. 9.  Pumper Dead Fish Squeezer Two handed Equal, with direct eye contact
    10. 10.  Ask yourself, “What would the other person like to hear me say first?” This will allow you to say something that will show you see things from the other person’s point of view. E.g., a compliment, followed by a question that allows him or her to say something positive
    11. 11. Applicants who focused more ◦ on being pleasant, agreeable, and offering compliments to interviewers and their companies were deemed better fits to their prospective jobs (and were hired at a higher rate) than ◦ applicants who focused more their credentials for the job.
    12. 12. Compliment others, orally or in writing, on something important to themExample of written praise: I am writing to express my appreciation for the expertise you shared with me yesterday about the skills I need to develop to excel as a marketing professional. I value your insight and will implement all your excellent suggestions.
    13. 13. Principle: Your communication often predicts the response of the Receiver.Exercise: Alternate reading the comments on the left hand side of the handout. Then do the same with the right hand side.
    14. 14. USE PHRASES THAT BRING OUT THE BEST IN YOUR LISTENER• I know you want what is fair for both of us.• I am sure you will do your best to help me out.• I am counting on you.• I enjoy working for you because you respond so effectively to your employees’ needs.
    15. 15. Be positive about your company, work, boss, peers & coworkers, customers & suppliers & yourself
    16. 16. - Integrity: Telling the truth- Reliability :Doing what you say you will do
    17. 17.  How do you know someone is listening to you? • Eye communication; undivided attention; encouragers; nonverbal positives, writing something down How do you feel when you know someone is listening to you?  Respected, valued, confident, liked How do you describe a person who is listening to you?  Courteous, attentive, empathetic, respectful
    18. 18.  How do you know someone is ignoring you? ◦ Lack of eye contact; other signs of indifference How does it make you feel when you are ignored? • Nervous, insignificant, unintelligent How do you describe a person who has ignored you? • Rude, arrogant, distant, jackass
    19. 19.  Hello.My name is Libby Smith. I am here for a 1 o’clock appointment with Mr. Jones. Keyfact: 90% of managers ask their secretary’s opinions of job applicants
    20. 20. Even when asking questions, have your voice end on with a downward inflection.Say “What time is the meeting?” once with voice raising at the end and one with voice ending with a downward inflection.
    21. 21.  Get business cards from everyone you meet and makes notes on it about when you met, what you had in common, and details 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 higher ranking people Avoid “I’m sorry, I have forgotten your name” Instead, say “Help me out. Your name was on the tip of my tongue & now eludes me”
    22. 22.  Goal is to express thanks and promote your objectives ◦ Opening: Express appreciation and compliment the receiver ◦ Body: Summarize what you see as mutual benefit of meeting ◦ Closing: Indicate next steps ◦ PS: Make a positive comment and/or make an offer to return the favor
    23. 23.  Reply to all invitations within 48 hours. Be gracious if you need to refuse Thank you for inviting me to breakfast to hear Frank Jones of your legal department speak next Friday. Given his outstanding reputation, I am confident I have much to learn from him. As I have another meeting scheduled for that time, I will be unable to attend. I appreciate your kindness and look forward to speaking with you in the near future.
    24. 24.  Plan your phone calls just as you would other verbal messages. Focus the message on what’s 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.
    25. 25.  Identifyyourself and your college Ask the person if he or she 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 other work while on the phone
    26. 26.  Outline points you want to make prior to placing a call. Write down the name or names of the parties with whom you will be speaking If your party is not there, leave a brief message and request a telephone appointment If your party answers, identify yourself, stick to your outline and thank the person at the end of the call.
    27. 27.  Provide only your cell phone number to business contacts You do not want a roommate or a parent answering a call intended for you because you cannot control what they say or the image they will project of you
    28. 28.  After hours calls or texts can be answered Employees communicate with people in different time zones Receptionists take incomplete or inaccurate messages
    29. 29.  Talking too fast or slow ◦ 175-250 words per minute Not enough information Can’t understand the message No return telephone or person name left in message
    30. 30.  Keep it short and simple. Aim to keep voice mail messages less than 30 seconds. Start with a WHAT/WHY/WHEN opening, add details as needed, and finish with follow-up. Be sure listeners can contact you easily. Speak slowly enough for them to understand your name and phone number. For longer messages, include the contact information at both the beginning and the end of the message. Clarify timing. Listeners usually appreciate specific deadlines, as long as they are reasonable and important. Consider saying when you will be free to take a call.
    31. 31.  Hi, Sandra. This is Jane Maple at 6108. I’m calling to invite you to a status meeting on the Revised Commuter Parking project. We’re going to present results and plans that resulted from our analysis of survey data, so this would be a great opportunity for you to see how Student Government may get involved in 2 or 3 months. Here are the details: the meeting is at 9 a.m. on Wednesday the 6th in Conference Room D and should last about 45 minutes. If you can’t make it, please send someone else so SGA can be up to date. Again, this is Jane at 6108. I look forward to seeing you Wednesday morning.
    32. 32.  Start with an upbeat greeting including your name so caller knows he or she has reached the right person Indicate how the caller can get a response Close on a positive note, e.g., Make it a great day! Listen to your recording  Does it sound upbeat? Professional?  Can the listener hear a smile in your voice?
    33. 33. Do not have ◦ a cute message ◦ background music ◦ a long introductory comment before the beep
    34. 34.  Be present: Give your full attention to those you are with, such as when in a meeting or on a date. Before making or taking a call, texting or emailing in public, consider if your actions will impact others. If they will, reconsider, wait or move away first. Dont use a mobile device while using a restroom.  Put on vibrate or silent when in meetings
    35. 35.  What happens when a recruiter “Googles” you? What will be revealed about you on Facebook or MySpace?
    36. 36.  Google yourself ◦ Investigate any link with your name attached to it Clean up your account ◦ Remove or de-tag  unflattering photos and text  inappropriate wall posts  anything others might find offensive Use privacy settings so you control who will see your profile
    37. 37.  Make your profiles an extension of your resume Write positive things about yourself in the Interest and Activities sections Demonstrate your passion for the career field of your choice Post pictures of yourself performing a job relevant action or service
    38. 38.  Orienting: Directory indicates relevance Skimming: Does it look organized? Concise? Scanning: Read 1st paragraph, headings, and last paragraph Reading: Read entire email
    39. 39.  Use an appropriate and easy to remember email address: ryansmith@gmail.com Consider creating one solely for job correspondence Avoid cute addresses: donjuana@xu.edu or thehitman@hotmail.com
    40. 40.  Messages: ◦ Keep e-mail concise by including only information readers will find important. ◦ Limit e-mails to one topic and no more than two screens Paragraphs: ◦ Most paragraphs should be 2-6 lines long. ◦ Avoid paragraphs more than 8 lines long.
    41. 41. Include an accurate subject line, one whichindicates the purpose of the message ◦ Thank you from Regina Myles ◦ Request for meeting with Regina Myles ◦ Confirmation of lunch at 3:00 tomorrow with Regina Myles ◦ Regina Myles’ W-9 mailed today
    42. 42. Identify the receiver’s preferred title and use it, including Dr., Prof., Mr. Ms., and Mrs.If you do not have a name, address a title or company, such as Dear Human Resources Department or Dear Hiring ManagerAvoid 19th century salutations, such as To Whom It May Concern; Gentlemen or Ladies
    43. 43. To respect readers’ time, limit greetings to one short sentence or phrase --Thank you for meeting with me last week. I’m writing to ask … --Greetings! I’m writing because Dr. Sakkab suggested I contact you given your expertise concerning the use of hedging to control for currency fluctuations
    44. 44.  --Good morning from Xavier University! The weather has improved tremendously since you were here last week. No more snow or slush and no more problems finding on street parking, the bane of the commuting student [Blah, blah …] A postscript (PS). can contain kudos and other pleasantries—after main message is concisely communicated
    45. 45.  Focus on starting with a clear WHAT, WHY, and WHEN. Be sure the message contains all the information readers 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 to honor Juanita Gomez
    46. 46.  Let readers know in the first sentence if you want them to do something in response to the e-mail: ◦ Please send me the link to article on the implications of Sarbanes Oxley for jobs in the field of compliance that you referenced in our recent interview at Xavier University. When responding to an e-mail, consider starting with in response to your request , to orient your reader quickly to your purpose in writing: ◦ In response to your request, I have attached a copy of my resume, which I tailored specifically to the criteria listed in the position description.
    47. 47. Make your e-mails skimmable and scannable ◦ Use headings and subheadings to create a scannable outline of your message  In a follow up to a job interview, you might use these 3 headings: Relevant Education, Work Experience, and Leadership Qualities ◦ Use lists, including numbers and bullet points, to improve the “curb appeal” of your e-mail and to make information easier to retrieve  Limit lists to five or fewer points.
    48. 48. Re: Dates Maureen O’Donnell can meet for Interview in ChicagoIn response to your request, here are the dates when I am available to meet you in Chicago for the follow-up interview with Nielsen market research team. Time & Place: I understand we will meet from 6-8 pm at Everest which is located on top of the Chicago Board of Trade.Dates: I can meet with you on any of the following dates which I selected from the list you sent me. ◦ Wednesday, February 3 ◦ Thursday, February 4 ◦ Tuesday, February 9 ◦ Wednesday, February 10 Follow up: I look forward to meeting with you and the Nielsen team in the near future. Maureen O’Donnell P. S. I am eager to learn more about the employment opportunities at Nielsen and am excited by the prospect of working for the world’s leading market research firm.
    49. 49. Indicate Who, will do What, When, and, as appropriate, WhyAs requested, I will4. Create a portfolio of my best market research work, including statistical analyses research papers, and presentation slides, and5. Send it today to Ms. Frankel of Nielsen so she can add it to my application
    50. 50. An auto signature should include other ways of reaching the writer Fax Cell phone Snail mail, IM
    51. 51. P. S. Thank you so much for the time you took from your busy schedule at the Meet the Firms event yesterday to tell about the wonderful internship and employment opportunities available to Xavier accounting majors.I appreciate the details you shared of your successful experience and deep insight into the field and am more convinced than ever that accounting is the best profession for me.
    52. 52. ◦ Do not use colored stationery◦ Do not “decorate” your signature with flowers, balloons, or other icons◦ Consider omitting inspirational or religious quotations
    53. 53.  Capitalize the first letter of 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 your message above the one to which it is replying
    54. 54.  DO NOT USE ALL CAPITALS FOR ANY SENTENCES! Use courteous language which suggests a calm and rational tone. Avoid abbreviations, slang expressions, and emoticons, such as the following: BTW, can U plz send info on nxt steps? Thx 
    55. 55.  Use language that tells others you are taking them seriously. Avoid words that suggest indifference, communicated by such commonplace phrases as OK, Will Do, Sounds Right, Got that Right Dude!!
    56. 56.  Make sure the recipient’s name and the name of the Company is spelled accurately Proofread carefully before filling in the “To” address to avoid accidentally sending an unfinished or unreviewed message Edit for polite tone Proofread for grammar, punctuation and diction Spell-check for accuracy
    57. 57.  Do not use email to the exclusion of other media as it is best used for simple, noncontroversial communication Use a face to face meeting or a telephone call for sensitive, controversial, or complex issues
    58. 58.  IM and text messaging are best used for gaining information or perspective that you need quickly and that is simple for the receiver to provide. Get permission to use these media. Keep in mind receivers sometimes believe these IM and text messages require an instant response and may see it as an interruption of their plans for that time.
    59. 59. • Positive regard for others• Sincerity• Empathy• Tact• Respect for diversity
    60. 60. Thank You
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