Parents Only Night: This FREE parent education night discusses the what’s, when’s, and why’s of talking to kids about sexuality and other related topics. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. This content was accessible as of December 29, 2012, and it was downloaded then by Andy Schmitz in an effort to preserve the availability of this book. PDF copies of this book were generated using Prince, a great tool for making PDFs out of HTML and CSS. For more information on the source of this book, or why it is available for free, please see the project's home page. DonorsChoose.org helps people like you help teachers fund their classroom projects, from art supplies to books to calculators.
You probably learned about table manners, thank-you notes, and other forms of etiquette when you were younger. Despite the use of electronic devices in business, formal written communication such as letters, memos, proposals, reports, and presentations are still major methods of communication in selling. Use CC to indicate the names of other people who should also receive a copy of the letter or memo.
Use BCC (blind carbon copy) to send copies to other people without having the primary recipient see it.Mary Ellen Guffey, Business Communication, 6th ed.
Prepare a written agenda and hand it out at the start of the meeting to keep the group focused on the desired topics. Speak clearly and at a volume that is easy to hear, but not too loud so as to be distracting. In sales, time is money so conducting effective and efficient meetings is critical to your success. When receiving a business card, take a minute to review the information to make sure you remember who gave you the card. The purpose of a business breakfast, lunch, or dinner is to get to know someone and build a relationship.
Start with a clear introduction and let the reader know right away that the purpose of the note or e-mail is to thank him. Be specific about the situation, date, or other information surrounding the reason for the thank-you note. Imagine getting a personalized handwritten thank-you note when you order a pair of shoes online.
The year was 1982, and the world was just beginning to realize the amazing potential of computer technology. Technology, with all of its efficiency and benefits, cannot, however, become a substitute for old-fashioned human efforts.
Now, wea€™re seeing a bit of a reverse movement: Technology is so pervasive in selling that salespeople are actually pushing back on their managers and asking them for more face time and less gadget time.
In a recent pitch to a potential client, a marketing executive in Manhattan thought it was strange that his potential customer was so engaged with his iPhone that he hardly looked up from it during the meeting. Sometimes, however, the use of technology is entirely necessary to conduct business when personal interaction is impossible. Do be aware of the volume of your voice when you are speaking on the phone in the office or on a cell phone.Joanna L.
Do, when using a speakerphone, conduct the call in an enclosed or isolated area such as a conference room or office to avoid disturbing others in the area. Do, when leaving a voice mail message, speak slowly, enunciate, spell your name, and leave your number (this makes it much easier for the recipient to hear your message the first time).John R. Dona€™t multitask during a long phone call or conference calla€”give the other person or people the courtesy of your full attention. Written communication has evolved to include multiple methods, all of which have appropriate places in selling. Do use an e-mail subject line that clearly tells the recipient about the content of the e-mail. Do create a short, concise message that uses proper grammar and spellinga€”use spell-check to be sure all words are spelled correctly.a€?Shouting and Other E-mail Faux Pas,a€? BusinessLine, April 20, 2009. Do, in all electronic communications, use uppercase and lowercase letters as grammar dictates.a€?Shouting and Other E-mail Faux Pas,a€? BusinessLine, April 20, 2009. Do use e-mail, text messages, and instant messages when appropriate, according to your companya€™s practices, and with your customers to communicate factual information such as to confirm meeting date, time, and location.Patricia M.
Dona€™t use a€?Reply to Alla€? unless ita€™s absolutely necessary that all the recipients see your responsea€”be selective to avoid mailbox overload.


Dona€™t use company e-mail, text message, or instant message accounts to send personal correspondence, and dona€™t check your personal accounts or pages during company time, as all communication that takes place on company hardware and servers is property of the company. Dona€™t use electronic communication to transmit bad news: talk to the person first, and if follow-up is necessary, reiterate the information in written form.
Dona€™t use text messages, instant messages, or social networks to communicate information such as pricing, proposals, reports, service agreements, and other company information that should be sent using a more formal method. Written communication such as letters, reports, and memos are considered formal methods of business communication; many formal communications are transmitted via e-mail. Ita€™s best to remember that most written communication is permanent, so take the time to craft it carefully. Professionalism should prevail in all business meetings and communications, including meals. It is never appropriate to use an electronic device such as a cell phone, BlackBerry, or iPhone while you are talking with someone else. Create a voice mail message that you would leave on a customera€™s voice mail if you were calling to set up a meeting to follow up from your first sales call.
You are in a meeting with a customer, but you have a potential problem that is developing with a different customer. The goal of this class is to provide factual information, while enhancing parent-child communication in a comfortable, fun, and safe environment. See the license for more details, but that basically means you can share this book as long as you credit the author (but see below), don't make money from it, and do make it available to everyone else under the same terms. However, the publisher has asked for the customary Creative Commons attribution to the original publisher, authors, title, and book URI to be removed. The way you conduct yourself says a lot about who you are in life and, by extension, in business.
These more official methods of communication reflect factual statements that you are making on behalf of the company. For example, letters are always written on letterhead, whether in hard copy or in an electronic format that can be sent via e-mail. Be sure it is complete and factually correct and does not include any grammar or spelling errors. The term a€?CCa€? is short for a€?carbon copy,a€? which dates back to the days of typewriters when carbon paper was used to make multiple copies of a document. As you learned in Chapter 3 "The Power of Building Relationships: Putting Adaptive Selling to Work", to engage in business entertainment is considered part of the sales job description. For the most part, you and your customers are very busy, which is why a thank-you note is even more appreciated.
One of the best opportunities for sales managers and their salespeople to discuss business problems and build relationships with one another has traditionally been during a€?windshield time,a€? which is the time in the car driving between sales calls. After ninety minutes, someone peeked over the customera€™s shoulder and saw that he was playing a racing game on his iPhone. Although texting has become a national pastime, especially among teenagers, ita€™s important to know the appropriate etiquette for the use of handheld electronic devices when conducting a sales call. If you think you cana€™t live without checking your text messages, think about how you would feel if you went on a job interview and the person with whom you were meeting was checking his electronic device during your interview.
Ita€™s important that verbal communication that is not face-to-face is effective and professional.
Buhler, a€?Managing in the New Millennium: Six Tips to More Effective Communication,a€? Supervision 70, no.
When companies listen to customers, they can turn a bad situation into a good one; but if they dona€™t respond, customers speak out. There are etiquette guidelines for virtually every form of communication, including conversations, meetings, business cards, business meals, thank-you notes, e-mails, text messages, and even social networking.
This applies to formal business communications such as letters and memos, as well as informal business communications such as e-mails and text messages.
Text messages, instant messages, blogs, and social networks are considered informal communications and should only be used for informal communications such as confirming a meeting place when noise is an issue, such as on a factory floor. When you are at a restaurant, ita€™s is good idea to remember BMW: Bread to the left, Meal in the middle, Water goblet to the right. Although it is acceptable to send a thank-you note via e-mail, it is recommended to send a personal handwritten note to reflect a sincere sentiment that really stands out.
You just realized you are at the wrong meeting location, and you need to contact your customer and let her know that you are on your way to the right location. You are expecting a phone call about the second situation during your meeting with the other customer.


Pour arriver A  trouver un travail grA?ce A  un exemple cv original communication c'est ici, suivez le guide ! You may also download a PDF copy of this book (13 MB) or just this chapter (2 MB), suitable for printing or most e-readers, or a .zip file containing this book's HTML files (for use in a web browser offline). Although many companies have a casual dress code, dona€™t be quick to assume that protocol and established practices arena€™t important. Table manners are a form of nonverbal communication, and impolite etiquette can reverse all the effort you have put into a relationship.
Whether ita€™s a handwritten note or an e-mail thank you, it will go a long way in building your relationship. Think about exactly what moved you to write the note and be sure your reader knows what she did that was special.Terence P.
Shapiroa€™s observation is true, especially as it relates to business; sometimes, the crush of technology takes precedence over business etiquette.
This was disappointing, but not shocking according to the marketing firm that was doing the presentation; they continued with their pitch because they wanted the business.
Just because some people demonstrate bad behavior and check their electronic devices for messages during a meeting doesna€™t make it appropriate. Because you dona€™t have the benefit of using or seeing the receivera€™s nonverbal communication, the challenges for effective and appropriate communication are even greater.
E-mail has become an accepted method of communication in most businesses, whereas text messages, instant messages, and social networks are commonplace for only some companies. For example, a dissatisfied Virgin America passenger posted a tweet on Twitter during a flight to Boston, thanks to the Wi-Fi service onboard. Use silverware starting with the utensils on the outside and work your way in throughout the meal. Business meals are so important that many companies use business lunches or dinners as part of the interview process.
You probably cana€™t imagine living without your cell phone or personal digital assistant (PDA), iPod, computer, or other electronic devices. However, people have begun to rethink the lack of personal interaction and its corresponding etiquette in the workplace. In fact, it will help you stand out as a good listener, and you will make your customer feel even more important when you focus exclusively on her, as shown in this video.
Thata€™s why etiquette is especially important when using any of these methods of communication, and you should take time to choose your method carefully.
Ita€™s hard to know the a€?rules of the road,a€? especially in todaya€™s casual, fast-paced selling environment. Ita€™s never inappropriate to say thank you, but it may be inappropriate not to say thank you. In fact, ita€™s likely you cana€™t even remember what communication was like before the Internet. Yes, a€?therea€™s even an app for thata€?; a firm named Etiquette Avenue has recently launched an iPod app for business etiquette. Billionaire Tom Golisano, a power broker in New York politics, recently announced that he wants to have State Senate majority leader Malcolm A. Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via e-mail. Ita€™s no surprise that therea€™s a need for business etiquette, especially as it relates to technology. Smith removed from office because Smith was focused on his BlackBerry during a budget meeting with him. However, text messages, instant messages, and social networking are considered informal methods of communication and should be used only to communicate less formal information, such as a meeting time when schedules have been adjusted during a factory tour. Recently, in Dallas, Texas, a student lost his opportunity for an internship at a hedge fund when he checked his BlackBerry to check a fact during an interview and took an extra minute to check his text messages at the same time.Alex Williams, a€?At Meetings, Ita€™s Mind Your Blackberry or Mind Your Manners,a€? New York Times, June 22, 2009, A1. Text and instant messages should never be used to communicate company policies, proposals, pricing, or other information that is important to conduct business with customers.
Ita€™s also worth noting that in all these methods your communication is permanent, so ita€™s a good idea to know the dos and dona€™ts of electronic communication.



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