Business Communication Gestures

8/12/2019 Business Communication Gestures

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Gaining the Competitive

Edge with Business

Communication


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Business Etiquette

Professional Etiquette

Dining Etiquette

Cocktail Parties Correspondence

Etiquette

Office Etiquette

Office Romance

Etiquette Abroad


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You only have ONEopportunity to make agood first impression


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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


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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 firstimpressions


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Making Positive First Impressions

Determine audience

Identify their expectations Establish objectives

Dress, behave, and communication in a way that

reflects audience expectations


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A,B,Cs of Image

Appearance

Color, wardrobe, grooming

Behavior Etiquette, civility, attitude

Communication

Verbal, nonverbal, written


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Meeting and Greeting Handshake: offer entire hand, web-

to-web, shake lightly and release

Know whom to introduce first Junior to senior

Fellow worker to client

Eliminate slang/jargon from yourvocabulary

Always on time, always organized,always ready


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Business networking

in social situations Never introduce yourself by

your title

Name tags on your rightshoulder

Keep your right hand free

Stay informed of currentevents

Maintain eye contact


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Showing Respect

Always use last names with customers unlessthey 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 officestands

Junior employees stand until seniors sit


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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


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Small Talk

3 distinct parts

Opener

Middle

Break away


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Small Talk Openers

Individuals Compliment, weather, food, current event

I love your______. Is it a family heirloom?

Group Something pertaining to everyone

How do you all know each other?

Will you be traveling this summer?

Casual acquaintances General comments

How has your year been?


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Small Talk Middle

Safe topics

Sports, books, movies, theater, art, travel

Questions

Ask, listen, elaborate with matching experience, Askagain

Be more interested than interesting


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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.


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Correspondence Etiquette

Every written invitation gets a responseunless it asks for money

Respond within 1 week Follow directions for response

Special instructions (dress code) will be inlower corners Envelope will indicate if you may bring

guest Send Thank you letters

Always include a cover letter for writtendocuments

Sit on written documents for 24 hours (ifpossible)


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E-mail Etiquette

E-mail only those people to whom yourmessages actually pertain todont sendmass or chain letters

M-ake a point of responding to

messages promptly

A-lways use spell-check and grammarcheck before sending messagesbebrief and clear

I-nclude your telephone number in yourmessage

L-earn that e-mail should be used forbusiness rather than personal usedontsend anything you wouldnt want to see

in public


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Telephone manners

Answer the phone with your name and company (ordepartment)

When placing calls, state your name and company ordepartment 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
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Voice Mail/Mobile Phone Use

Realize proper usage of mobile phones inbusiness

Understand how to leave an adequate voicemessage

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


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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 holdyourself to a higher standard


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The 12 Commandments of Cubicle Etiquette

Thou shall not enter another personscubicle unless you are invited.

Thou shall not interrupt someone whois on the telephone by using signlanguage or any other means ofcommunication.

Thou shall think twice beforeinterrupting someone who appearsdeep in thought.

Thou shall be aware of how your voiceprojects.

Thou shall realize that speaker phonesand cubicles dont mix.

Thou shall not discuss a confidentialmatter in a cubicle setting.

Thou shall realize that everything yousay makes an impression on yourinternal customers.

Thou shall not make or receivepersonal telephone calls during theworkday.

Thou shall not establish eye contactwith someone when you would prefernot to be interrupted.

Thou shall stand up and walk towardthe entrance of your cubicle when youwould like an impromptu meetingshort.

Thou shall recognize your cubicle is adirect reflection of you. Keep it neatand orderly.


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Meeting Etiquette

Always have your calendar, notebook& pen

Never bring up personalproblems/issues in a professionalsituation

Avoid you talk

Stay on schedule

In conference rooms hang back untilpower players have taken seats: endsand middle sides of table are powerseats


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Etiquette Abroad

Know the variouscultural nuances of theparticular country

Do your homework Problem solving & issues

of protocol and chain ofcommand differ greatlybetween countries


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Evaluation Questions

Use:Strongly agree

AgreeDisagreeStrongly disagreeDont 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.

Business Communication Gestures

Documents

Transcript of Business Communication Gestures