Download - 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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Professional Etiquette
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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Professional Etiquette
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.