Seven Telephone Etiquette Tips
By Mary Lin Dedeaux, AICI CIP
#1. Return phone calls within 24 hours. This is probably this most important business protocol to follow. If you will be unable to return calls, have a message stating this or an alternative person to call.
#2. Leave short voice mail messages. This includes your voice mail box outgoing message. Everyone has busy lives and you need to value other’s time.
#3. Ask if it’s a good time to talk. You have interrupted someone’s business day. Do not start talking away before asking this. Better yet, if you need to have a long discussion arrange via email a phone appointment time.
#4. Answer the phone with a professional demeanor. State your company and name. “XYZ Company, Mary Lin speaking”.
#5. Take good messages. Be sure to get the person’s name, phone number, a good time to call them back and what the call is regarding. Add the date and time the messages was taken and place note where recipient will see it. (Big issues at home with active household—designate a special area for these notes.)
#6. Keep cell phone conversations private. Go to a private area whether it’s a business or social call. It’s a courtesy to those around you and the person you are talking to. If your conversation will be overheard, say something like: “I’m driving with John to a meeting”. This is especially important if on a speaker phone.
#7. Remember to turn off or put on vibrate the cell phone as appropriate. This includes at meetings, business lunches, important social events, in private clubs, etc. You know how rude that cell phone ring can be. |
Basic BlackBerry™ Etiquette
by Corporate Icon™
Here is a basic DO and DON’T list of considerations when using your BlackBerry™[and other mobile phones]…
DO…
1. Leave off the ringer and use ‘vibrate’ as often as possible.
2. Remove a wired earpiece when speaking to a person in front of you. Remove wireless earpieces in places of worship, government buildings, funerals, movies, while dining with others, and on a date.
Also, phone OFF = earpiece OFF, it’s not an accessory.
3. Inform the person running a meeting, or the trainer prior to the beginning of a meeting or training, that you are expecting an “emergency” or “urgent” business call, then leave phone on ‘vibrate,’ keep it in the holster worn on your body below table‐level, and leave the room completely before you say “hello.” Sit nearest the door. Only leave to answer the one expected call.
4. Check for posted rules forbidding cell phones. Let it go to voice mail until youare able to respond outside of the room or building.
5. Pull off the road when you are not using a hands‐free device, let it go to voice mail if you cannot pull over or ask them to call back and leave the essential information on your voice mail.
6. Keep conversations short and at a low volume when there are others around you within hearing (eating alone or with others in public‐ indoors or on an outdoor patio, inside any building where there are people within ten feet of you, waiting in line, etc.) Put your phone (hearing and speaking) volume on high.
DON’T…
1. Leave your BlackBerry™ or cell phone ON or even on ‘vibrate’ while in a meetingor training – it can still be heard and distracting. (Wait and check for messagesduring breaks.)
2. Answer the phone or check messages in meetings/trainings/public areas at anyone’s office or at business conferences, at places of worship, government buildings, funerals, museums, the movies, at the gym, dining with others and never during a date. (Step away to a private area.)
3. Take more than ONE brief urgent/emergency call during a meeting or training.
If it is not a brief call or you need to take several calls, don’t be in the meeting in the first place – or do not return to continually leave and disrupt the meeting.
4. Speak loudly. (Use your “quiet indoor voice” instead and turn up your volume.)
5. Type while you walk or drive. (Get out of walking or driving traffic, stop and type.)
6. Place your BlackBerry™ or cell phone – that is not turned completely OFF –on the conference table, on the table during meetings or trainings, on top of someone else’s desk, in public on a restaurant table top or on top of the bar. (Leave on when everyone understands that you need to be reached by someone who has not yet arrived.)
FROM CORPORATE ICON SEMINARS
Professional Image & Corporate Etiquette 2006-2007 © copyright of Corporate Icon™, Patricia Cisneros, AICI, & Susan Abrams, AICI
www.corporateicon.com
Instant Messaging “IM” or Text Messaging Etiquette
by Corporate Icon™
Improve the Effectiveness of the IM & Texting
For receiving the IM:
Turn your alert to OFF during a meeting or ‘vibrate’ when expecting urgent or emergency IM’s. Do not respond in the meeting. Step outside and then start responding. Only leave to respond to one urgent/emergency IM, and return when the entire IM conversation is completed. Do not leave and return to meetings or trainings repeatedly. Respond as soon as possible to an IM after a meeting ‐ or after a phone call – is over. Be reliable and consistent about IM responses for business.
For sending the IM:
Send an IM only once. Put URGENT or ‘911’‐ only if it is urgent.If urgent, give your deadline “URGENT‐Confirm by 1pm” with your short message; Otherwise, if your outgoing message is not urgent, wait for the response to your IM. Enjoy the convenience and immediacy of response available to you by using yourBlackBerry™ [or other mobile phone] as the business tool of professional people.
This BlackBerry™ Etiquette article and Text Message Etiquette was provided to you by:Patsy Cisneros, AICI, and Susan Abrams, AICI, owner/partners of Corporate Icon [www.corporateicon.com]
Corporate Icon is an image consulting and executive development company that specializes intraining individuals and business groups to project the quality of their knowledge and skills, andthe quality of their business’ products and services – through their dress, speech and behavior.
[Permission to reproduce these articles, or a portion, is given only with inclusion of authors’ names,company name and web site in or with the article, and by providing a direct link or a copy of thepublished article to the authors at info@corporateicon.com. Write to authors to requestcommercial use.] |
| Heighten Your Perceptive Powers: A Body Language Dictionary |
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"What DID you say?"...
The research on these body language variations are based on the culture in the USA...
Eye flash: GREETING
Head tilt: EMPATHY
Arms crossed: DEFENSIVE
Arms behind back: THOUGHTFUL, RELAXED
Arms akimbo: YOU THINK YOU STAND APART FROM THE REST
Body leaning forward: INTEREST
One hand clasping the lower arm: INSECURE
Legs/Ankles wrapped: INSECURE [note: the feet are the most honest part of body]
Legs crossed, ankle on knee, hands clamped on horizontal leg:
STUBBORN, IMMOVABLE
Hands clasped behind neck: SUPERIORITY
Hand clamped swiftly on to back of neck: ANGRY
Rubbing chin: THINKING, UNDECIDED
Rubbing back of neck: UNSURE, DISBELIEF
Rubbing cheek: CONFUSED, NOT UNDERSTANDING
Head scratch: PUZZLED
One-sided smile: SARCASTIC
Touching/Rubbing nose: GIVING YOU ONLY PART OF THE STORY, A "WHITE" LIE OR OUT-RIGHT LIE, THINKS YOU'RE LYING, TOUGH TIME TELLING YOU BUT TELLING THE TRUTH
Rubbing eye: I DON'T SEE IT THAT WAY
Unblinking gaze: THREATENING
One eyebrow raised: SKEPTICAL
Eyes closed while talking: VERY SURE, NOT WANTING ANY OBJECTIONS
Touching/Covering mouth: SOMETHING TO HIDE
Pulling on ear:THEY WOULD LIKE TO RESPOND TO WHAT YOU ARE SAYING SOON BUT YOU WON'T LET THEM GET A WORD IN
Rubbing ear: OBJECTS TO WHAT THEY ARE HEARING
One finger ear/neck scratch: UNSURE
Face leaning on hand: BOREDOM OR TIREDNESS
Rubbing forehead: HEADACHE, SORELY IMPATIENT
Jutting chin out: DOMINANT POSTURING & THREATENING
Lifting chin very high: DOMINANT POSTURING
Adjusting man's shirt cuff or womans purse: NERVOUS ANTICIPATION
Rubbing hands together: EAGER ANTICIPATION
Tapping fingers, pen, foot: IMPATIENT
Seated, hands on knees: IMPATIENT OR READY TO LEAVE
Slapping side of thigh repeatedly: ANXIOUS TO LEAVE
Use these body language 'hints' in context along with the rest of someone's body language and the tone of their voice... If the words they say are different than their body language, believe the body language and tone of voice first- THEN what they are saying.
Don't forget to utilize your body language wisely to project the message you intend.
Would you like to do more research about body language of the USA and globally? Read books and research results by Julius Fast and Desmond Morris.
(Article by Patricia Cisneros, AICI, www.CorporateIcon.com) Email Patricia and book a training for you and your company or association NOW |
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