Communication EMS

Communication and Etiquette
Program Objectives
Understand
why communication skill is important Learn some important business etiquettes Create impactful first impression Build confidence Present oneself and ideas without fear
www.allaboutcommunique.com
Page 2
Communication
A
skill to interact One has to recognise the different styles of communication Communication is also interpretation of actions and reactions Ability to communicate would give an advantage in business
Page 3
Spontaneous Expressive Amiable
Easy-Going
Dominant Driver Self-Controlled
Analytical
EXPRESSIVE
ANALYTICAL
AMICABLE
DRIVER
Men vs Women
Definition
Etiquette
is a code of behavior that delineates expectations for social behavior according to contemporary conventional norms within a society, social class, or group.
Page 10
What is an Etiquette?
Etiquette
refers to the conventional requirements of social behavior. More simply, it means knowing how to act. Different situations require different types of etiquette.
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Top
five reasons in a research stated that bad etiquette at professional level includes:
Bad language. Excessive workplace gossip. Leaving without telling anyone. Too many personal calls. Eating someone elses food. Bad hygiene. Bad habits. Wastefulness with paper Not replying calls and emails
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The Principles
GOLDEN:
Treat others as you would like to be treated PLATINUM: Treat others as they would like to be treated
www.allaboutcommunique.co m
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Perception Equals Reality

INITIAL
PERCEPTION: Immediate SUSTAINED PERCEPTION: Over time
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Initial Perception
PRESENCE: Appearance Manner & Style Etiquette Awareness PRESENTATION: Listening and interpersonal skills Meeting skills Business meals
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Presence
People begin to evaluate us before any words are ever spoken.
Who you are speaks so loudly I do not hear what you say
- Emerson
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Appearance
Carriage
and posture Handshake Dress Grooming First words Listening Introduction Voice Name recall
Page 17
The way you dress aects the way you are perceived, and the way you are perceived, is the way you are treated.
- Buck Rodgers Former VP Marketing , IBM
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Grooming
Neatly
trimmed hair Light perfume or cologne Clean and trimmed fingernails Limited jewelry Concealed body jewelry Polished shoes Stockings without runs Belts on pants; socks that match belt color
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Dress Code
For
the occasion guests, location, event When in doubt - opt for overdressing Casual appropriate jeans, shorts, etc. Business Casual open collar, slacks, skirt Business Professional jacket, tie, ladies suit or dress or baju kurung Semi Formal Suit for men, dress for women or pant suit for women Formal Suit or tuxedo for men, formal dress or gown for women
Dress Code - Men

Ties
should reach your belt buckle Socks should cover your shin when sitting Wear a long sleeve shirt with a suit Socks match your pants Button suit or sport coat when standing Two button coat button top button Three button coat button top two buttons Double breasted coat button all buttons
Dress Code - Women

Use
fragrances sparingly Makeup and jewelry should be kept simple If the men are wearing ties, you should be wearing hose Avoid all clothing that is too revealing or too restrictive Dont wear heels so high that you are unsteady (common height 2-3) Nails should not be more than in length The color of tudung should contrast with dress Not more than 4 colors
Mental Rehearsal
Before
you enter any situation, visualize what you are going to say and do and the response At the same time, visualize what your audiences most preferred communicator would be saying and doing
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Make your first words count

Soundbites Ask
What would the other person like to hear me say first Exercise
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Interactive moment
Plan
your non-verbal communication as carefully as your verbal behavior before you take part in any business meetings.
Page 25
Planning for Your Interactive Moment

Purpose:
What do I want to happen as a result of the interaction? Strategic alignment: How do I appeal to my target audience. Think features vs benefits Execution: How do I deliver it. Powerpoint presentation? Faceto-face? Telephone calls?
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Outlining your message

Opening:
Clear intent and purpose. Order the arguments. Features vs benefits: Anticipate and address resistance. Lead from strength, chronology and umbrella point. Yes, yes, yes: Design a question with a yes response Cooling-off period: But not too long.
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Introduction
Hi,
I am Yasmin (vs Puan, Dr, etc) Hi, my name is Yasmin and I am here for the one oclock appointment with Puan Salmah. (specific intent)
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Guides
Mention
authority figures first and introduce others to them Introduce younger person to an older person Always stand up Always (almost) shake hands
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Tips
Before
the meeting (informal introduction, perception and observation, networking) Starting the meeting (business cards, formal introduction, set the course) After the meeting (summary, action plan)
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Top Rules for Using Cell Phones during Business
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Top Rules for Using Cell Phones during Business

Having
your cell phone can be useful and also be very disruptive. When it comes to using your cell phone during business, you have to be mindful of those around you, not to mention your own ability to get your job done.
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Keep it Silent
If
you have your cell phone during discussion or presentation, it should not ring. If you don't want to turn off your cell phone completely, at least set it to vibrate. The sounds of different ring tones going off all the time can be very annoying to others.
www.readysetpresent.com
Page 33
Electronic Manners
Cellular
phones are not invited to a restaurant. Laptops should only take your laps space on an airplane. Speaker phones should be used only by permission. Faxes should not be used for:
Personal notes Confidential information Long material Junk mail
Sustained Perception
PERSONAL
SUBSTANCE & PROFESSIONALISM:

Attitude Integrity Civility Work Ethics and Discipline
Page 35
Greetings & Meetings

In todays workplace, gender is removed from all etiquette Whoever reaches the door first, opens it and holds it for others. Both men and women rise to meet and greet someone, especially when a handshake is involved. It is not expected for a male business companion to seat a female associate. Whoever extends an invitation to a meal pays for the meal
Don't throw those business cards to just anybody.

Three reasons to use your business card: Remind someone who you are and how to reach you Attach to an article or proposal you are sending Enclose with a business gift
Three ways to present your business card:

After
a senior executive requests one. After a meal and social time. Only one at a time, once rapport has been established.
Body Language
Good
posture displays confidence Dont slouch stand and sit upright Dont fidget it is annoying and a sign of boredom Keep hands away from your mouth when speaking Honor others personal space Break nervous habits, such as: gum chewing, drumming fingers, hair twirling, nail biting, etc. Dont show the soles of your shoes while sitting, especially in the company of individuals from other countries

Communication EMS

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Communication EMS

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Communication and Etiquette

Spontaneous Expressive Amiable

Dominant Driver Self-Controlled

Perception Equals Reality

PERCEPTION: Immediate SUSTAINED PERCEPTION: Over time

Dress Code - Men

Dress Code - Women

Make your first words count

Planning for Your Interactive Moment

Outlining your message

Top Rules for Using Cell Phones during Business

Top Rules for Using Cell Phones during Business

SUBSTANCE & PROFESSIONALISM:

Greetings & Meetings

Don't throw those business cards to just anybody.

Three ways to present your business card:

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