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Best
Practices




Standards of Excellence
We spend a great deal of time interacting with external and internal
clients and partners in a variety of situations. One thing is certain -
every interaction represents an opportunity to establish, build or
reinforce a relationship.
Face-to-Face
    Our Most Familiar Form of Interaction


    Every day we meet and talk with people from          Some Things To Keep In Mind:
    sun up until sun down. Some of out
                                                          • Plan And Prepare
    conversations are no more than greetings;
    some are quick up dates about personal or              - have an objective/goal
    professional topics; others can be of a more           - organize thoughts into 2-3 main ideas
    serious nature.
                                                           - focus on desired outcomes

    In business situations, informal face-to-face
    encounters can turn into opportunities to             • Know Your Audience
    exchange vital information, enable a relaxed
                                                           - understand their key concerns and
    recap of an important issue or gain hard to
    learn feedback.                                            expectations
                                                           -      anticipate questions and objections
    Even more formal types of face-to-face
    situations can represent an excellent time for
                                                          • Keep Listener(s) Engaged
    building comfort levels with challenging ideas
    and innovative approaches.                             - spend more time interacting versus

    Effective face-to-face interactions can facilitate         talking

    consultative discussions and useful solutions.         - ask questions/probe/check-in regularly


2
Email &
                                                                                Instant
                                                                             Messaging



                   Interacting at Warp Speed

 Probably the biggest driver of the 21st Century       • Re-read documents multiple times before hitting
                                                         send. The more important the document, the
information age is the advent of the Internet. This      slower the move towards the send button

resource allows us to communicate information to       • Proof read for accuracy, errors, and correct
                                                         spelling, especially with people’s names
any part of the world in a dazzling short period of
                                                       • Restrict the distribution list to only those who are
time.                                                    most affected by the communication

 There is no doubt that it is definitely a good        • Include specific subject lines always

thing to be able to respond to inquiries and           • Commend in public; condemn in private

needs as quickly as possible. By the same token,       • Seek others reactions, especially when dealing
                                                         with controversial topics
because the Internet is so invasive, it is important
                                                       • Organize emails for quick reading; include
for writers to move slowly in hitting the send           detailed information in attachments

button.                                                • Use a neutral tone when writing about highly
                                                         charged topics
 Errors, miscommunications and wrong                   • Pick up the phone sometimes to break long email
                                                         “chains”
information can get to people very rapidly and
                                                       • Limit the use of modicums or other
can leave a poor impression in readers’ minds.
                                                         punctuation marks such as exclamation marks

 Once you are certain of your purpose and what         • Respect your reader’s time by avoiding the
                                                         overuse of instant messaging
outcome you are looking to achieve, at right are
                                                       • Be understanding when you don’t receive instant
some tips to remember when preparing email or            replies to your instant messages

instant messaging correspondence.                      • Avoid using jargon or abridged expressions,
                                                         especially if the correspondence could be
                                                         forwarded to another person unbeknown to
                                                         the original writer


                                                                                                                3
Telephone
     Interactions
    For over a century, the staple for keeping people connected


    A whole industry was born as soon as Alexander         THINGS TO CONSIDER:
    Graham Bell uttered those famous words in 1876,
                                                           General
    “ Mr. Watson, come here, I want you.

                                                            • Speak with confidence in all telephone
    Since then , we have perfected multiple ways to
                                                             conversations
    reach people via the phone. As a result, any of us
    can fall into habits that can prevent us from making    • Greet people personally-speak with a smile
    the best impression possible and lead to missing an
                                                            • Think dialogue – engage frequently, call on people
    opportunity to start a new or build an existing
    relationship.                                          Conference Calls

    With such a premium placed on time and expense          • Set goals and send out agenda in advance
    containment, businesses have been using the phone
    to conduct meetings and share information that at       • Limit agendas to a few important points –

    one time was relegated to face-to-face interactions.     “less = more”

    Because of these changes it is important to evaluate    • Select appropriate audience
    our telephone manner and approach to interacting,
    especially in group situations, where the mute          • Summarize periodically–who, what, where, when

    button is always an option.



4
Virtual
Meetings
Technology allows us to connect with
associates using both voice and sight.
Videoconferencing, webinars, virtual
meetings make it possible for people
to participate in gatherings from
anywhere they can connect and
receive/send a signal.

Keeping an audience engaged is the
critical challenge.




Tips for effective virtual meetings:

 • Set meeting goals, expectations
   and access to technology in
   advance

 • Start and end meeting on time

 • Solicit feedback regularly -
   electronically or verbally

 • Use rhetorical questions

 • Provide examples in terms of the
   listeners’ perspective

 • Recap next steps and
   responsibilities periodically

 • Use good vocal tone and inflection

 • Avoid acronyms or unfamiliar
   terms, especially when interacting
   with multi-cultural audiences




                                         5

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Business Communication Best Practices

  • 1. Best Practices Standards of Excellence We spend a great deal of time interacting with external and internal clients and partners in a variety of situations. One thing is certain - every interaction represents an opportunity to establish, build or reinforce a relationship.
  • 2. Face-to-Face Our Most Familiar Form of Interaction Every day we meet and talk with people from Some Things To Keep In Mind: sun up until sun down. Some of out • Plan And Prepare conversations are no more than greetings; some are quick up dates about personal or - have an objective/goal professional topics; others can be of a more - organize thoughts into 2-3 main ideas serious nature. - focus on desired outcomes In business situations, informal face-to-face encounters can turn into opportunities to • Know Your Audience exchange vital information, enable a relaxed - understand their key concerns and recap of an important issue or gain hard to learn feedback. expectations - anticipate questions and objections Even more formal types of face-to-face situations can represent an excellent time for • Keep Listener(s) Engaged building comfort levels with challenging ideas and innovative approaches. - spend more time interacting versus Effective face-to-face interactions can facilitate talking consultative discussions and useful solutions. - ask questions/probe/check-in regularly 2
  • 3. Email & Instant Messaging Interacting at Warp Speed Probably the biggest driver of the 21st Century • Re-read documents multiple times before hitting send. The more important the document, the information age is the advent of the Internet. This slower the move towards the send button resource allows us to communicate information to • Proof read for accuracy, errors, and correct spelling, especially with people’s names any part of the world in a dazzling short period of • Restrict the distribution list to only those who are time. most affected by the communication There is no doubt that it is definitely a good • Include specific subject lines always thing to be able to respond to inquiries and • Commend in public; condemn in private needs as quickly as possible. By the same token, • Seek others reactions, especially when dealing with controversial topics because the Internet is so invasive, it is important • Organize emails for quick reading; include for writers to move slowly in hitting the send detailed information in attachments button. • Use a neutral tone when writing about highly charged topics Errors, miscommunications and wrong • Pick up the phone sometimes to break long email “chains” information can get to people very rapidly and • Limit the use of modicums or other can leave a poor impression in readers’ minds. punctuation marks such as exclamation marks Once you are certain of your purpose and what • Respect your reader’s time by avoiding the overuse of instant messaging outcome you are looking to achieve, at right are • Be understanding when you don’t receive instant some tips to remember when preparing email or replies to your instant messages instant messaging correspondence. • Avoid using jargon or abridged expressions, especially if the correspondence could be forwarded to another person unbeknown to the original writer 3
  • 4. Telephone Interactions For over a century, the staple for keeping people connected A whole industry was born as soon as Alexander THINGS TO CONSIDER: Graham Bell uttered those famous words in 1876, General “ Mr. Watson, come here, I want you. • Speak with confidence in all telephone Since then , we have perfected multiple ways to conversations reach people via the phone. As a result, any of us can fall into habits that can prevent us from making • Greet people personally-speak with a smile the best impression possible and lead to missing an • Think dialogue – engage frequently, call on people opportunity to start a new or build an existing relationship. Conference Calls With such a premium placed on time and expense • Set goals and send out agenda in advance containment, businesses have been using the phone to conduct meetings and share information that at • Limit agendas to a few important points – one time was relegated to face-to-face interactions. “less = more” Because of these changes it is important to evaluate • Select appropriate audience our telephone manner and approach to interacting, especially in group situations, where the mute • Summarize periodically–who, what, where, when button is always an option. 4
  • 5. Virtual Meetings Technology allows us to connect with associates using both voice and sight. Videoconferencing, webinars, virtual meetings make it possible for people to participate in gatherings from anywhere they can connect and receive/send a signal. Keeping an audience engaged is the critical challenge. Tips for effective virtual meetings: • Set meeting goals, expectations and access to technology in advance • Start and end meeting on time • Solicit feedback regularly - electronically or verbally • Use rhetorical questions • Provide examples in terms of the listeners’ perspective • Recap next steps and responsibilities periodically • Use good vocal tone and inflection • Avoid acronyms or unfamiliar terms, especially when interacting with multi-cultural audiences 5