Essentials of Communication Unit 3 Quiz 3 Notes Quiz

Receiving Criticism

-Criticism may be defined as "closely reasoned judgment based on careful evaluation of all available evidence." Good criticism is constructive. It attempts to build up rather than insult -When you receive criticism (even unjust criticism), resist the temptation to return a quick defense. As Peggy and Peter Post have pointed out, "the rule is to listen and think, not hear and react." -For example, if Jason's employer said to him, "You need to make more of an effort to be on time," Jason's best response might be to simply listen and think about his actions. He might ask himself, "What can I do to make sure that I'm on time?" Offering an excuse or shifting the blame will not change his boss's mind on the subject. It will only support the idea that Jason cannot accept responsibility for his actions. -If you receive criticism from your employer, teacher, or family member that you feel is unjust or unfounded, it is appropriate to respond. How you respond to the criticism depends upon the circumstances and the other party's openness to being corrected in return. Use a great amount of discretion when correcting someone in public. In fact, the basic rule, "Praise in public, correct in private," has withstood the test of many criticisms.

Answering Business Calls

-During a telephone call, voice quality accounts for 70 percent of the overall impression. In other words, the sound of your voice is important to the success of a call. You can use the most polite language, but if you sound irritated with the caller, you will create a climate that is not good for business. -When answering the telephone, identify yourself by stating your full names. "Hello. This is Tom Dunning." Refrain from using colloquial greetings, such as "Hi" or "Hey." The name of the company or department should also be included in the greeting: "This is Tom Dunning, Marketing." -Smiling lifts your mood and makes you sound positive -If you are meeting in-person with a client or customer, arrange to have all telephone calls directed to voicemail. Making an in-house visitor wait while you take a call communicates to the visitor that his business is not important.

Offering Criticism

-First: think carefully before speaking. Examine personal motives and perception accuracy by asking questions like: "Is my criticism just? Do I have a problem with this person or just with the situation?" Keep in mind personal shortcomings and treat the person the way you would want to be treated. -Second, balance criticism with encouragement. When possible, before addressing faults or problems, communicate what the other person is doing well. Doing so accomplishes two things: (1) it communicates objectivity, respect, and concern for others; (2) it makes the person more receptive to criticism. -Third own up to your own faults. Don't blame others for your mistakes. Acknowledge your part of the problem. For example, you might begin by saying, "I should have told you . . ." or "It was my fault that this happened." -Fourth use I-Language rather than You-Language. I-Language allows you to discuss a problem without assigning blame or putting the other person on the defensive. By using I-statements, you can convey honest emotions and create a situation in which both parties are responsible for finding a solution to a problem. For example, Jackson never finishes his homework assignments. Instead of speaking out in frustration and saying "You never complete your assignments; you're not even trying," Jackson's teacher might say, "I saw that only half of your assignment was completed. I'd like to go over it with you. I'm concerned that I may not have explained the concepts well enough before." -Fifth be specific. Criticism that does not specifically identify what needs to be corrected is not likely to be understood or heeded. The statement "I need you to pay more attention to the entertainment budget and spend less money" is more useful than "Stop spending so much money."

Responding to Introductions and Introducing Yourself

-Responding properly to an introduction is just as important as correctly making an introduction. First, it's important that you respond once you're introduced. Failing to shake hands, smile, make eye contact, or say "Hello" is a serious social error. Whether you want to meet the person or not, you need to respond with respect. -Second, with the utmost politeness, correct any errors that were made about name or background information during the introduction. If your name was pronounced incorrectly, clearly state your name. If you were introduced as the managing editor when in fact you are the senior writer, politely correct the title. -Third, allow the introducer or the person of higher rank to set the tone. Do not respond to an introduction by saying, "Hiya, Bob," unless the introducer was casual in his introduction. It is always safer to err on the side of formality rather than informality. If in doubt, respond by saying, "Mr. Jones, how do you do?" or "Hello."; or introduce your name and title if no one else has to the nearest person ; include background status, refrain from using titles when approaching others to not intimidate ;when pronouncing others names incorrectly, admit your mistake and then ask or if you had forgotten, say sorry and give a reason before asking for the name such as either listing your last encounter to make it sound less awkward

Telephone Conversations

-Stay focused. Reduce distractions that might hinder your ability to listen effectively. Don't try to do two things at once. If you are handling a customer service call, you should not simultaneously try to fill out a report that is unrelated to the call. Don't eat or chew gum. Remember, any sound that emanates from the mouth is amplified over the phone. Chewing gum or eating a candy bar will sound as if you are doing it right next to the listener's ear. This can be highly offensive. Reduce background noise. Turn off all radios and close the door to the office to ensure that you can hear and be heard. Avoid shuffling papers on the desk or punching keys on the computer keyboard. Such background noise can indicate to the listener that you are not paying attention. Take all calls in turn. Your first responsibility is to the first caller. You should not allow the needs of an incoming caller to end your conversation with the first caller. However, if an incoming call is of particular importance, you should apologize for the interruption, explain the situation briefly, and ask the first caller if you can call him back. Then, after you finish the other call, promptly call the first person back.

Placing Business Calls

-The schedule and timezone are important, failure to notice these show a lack of professionalism -When the person answers, respond by saying your name and company -state your business and ask the person if he or she is available to talk. This question reflects your awareness that while a person might have time to answer the phone, he or she may not have time to talk right now. If the person is unavailable, schedule a time to call back. If the person is available, be clear and concise and stick to business. -Be prepared. If a call requires the exchange of detailed information such as statistical reports or inventory lists, have the information readily available before making the call. Placing someone on hold to go look for obvious data wastes everyone's time and reflects badly on your planning and organizational skills. If a secretary or an assistant puts you on hold, wait no longer than three minutes. If possible, leave a message through the receptionist/secretary or through voicemail. -Faxing or emailing ahead helps when giving information

Email Etiquette

-Without nonverbal cues, your inflection, and immediate feedback, the danger of misinterpretation increases. It doesnt replace face to face communication -Be concise. Remember that reading on a computer screen is more difficult than reading on paper. The computer screen generates light and tires the eyes as people look at it. -Answer all questions and anticipate new ones. Playing e-mail tag can be as bad as playing phone tag. You can decrease the number of e-mail messages if you immediately answer all questions in each e-mail message and anticipate and answer future questions. -Check spelling and grammar. It is amazing how many people write an e-mail and hit "Send" without rereading the message. Check your message, not only for spelling and grammar, but also for clarity and intention. Does the message really say what you intend? If not, how can you reword it? Most current e-mail software offers spelling and grammar checkers, but don't allow these to replace the discipline of rereading and revising your messages. -Answer swiftly. People send e-mail rather than make phone calls or send letters because they are seeking quick replies. E-mail etiquette requires a quick reply, usually within twenty-four hours. For business concerns, try to respond on the same day you received the message. -Don't attach files unless necessary. If possible, include all your information in your message. If you need to attach a file, use a universal file format such as .txt for text and .jpeg for artwork and photos. Graphics will transport more easily if saved in a low resolution (72 dpi) and in a small size. Keep in mind that most e-mail systems don't allow files larger than 1 Mb, and attached files can cause long downloads, especially on home computers. In addition, some businesses block attached files due to virus concerns. Make sure that the attachment is important to the message before sending it out. -Check for viruses. When you attach or download files, check for viruses. Doing so will help to prevent your messages from forwarding viruses and will keep our systems clean from viruses passed on by others. -Use proper formatting. Most people quickly scan e-mail messages. Prepare your messages for quick reading. Use short paragraphs and blank lines between each paragraph. When listing items, number them or place dashes in front of each of them. -Don't use ALL CAPS. People read all caps as yelling. All caps are also used for "flaming" in e-mail when someone is angered by a message from another. E-mail is not a place for letting off steam, so avoid all caps. -Avoid extensive punctuation. Some people think that adding exclamation marks will emphasize a message. Others try to show excitement through punctuation. Instead, let the message carry the emotion. -Use priority settings only when necessary. Most e-mail programs allow you to set priority on important messages. Use this feature sparingly; otherwise its use will lose importance. -Include message threads. Message threading means including the message on which a reply and subsequent replies are based. Message threading helps the receiver to remember what message was originally sent. It also helps to answer questions if the question asked is included. The question from the original message can be identified by using brackets: [Can you come with us to the party?] Yes, I'll be there at 7 p.m. -Don't forward junk mail. Avoid forwarding chain letters, spam, or messages regarding viruses if they carry attachments. Chain letters, while entertaining to some, are a nuisance to others. Make sure you have a user's permission to forward such information. Spamming, or sending junk e-mail, is a growing online problem. Most messages come with a link allowing you to "remove" yourself from the list. Watch out. It may be a ploy to gather more information about you, thereby increasing the load of spam you receive. Finally, don't forward messages about viruses if they include an attachment. In some cases, the attachment itself is the virus. If one arrives in your e-mail, don't open the attachment. -Don't e-mail confidential information. E-mail is about as private as a postcard. If the information in the e-mail is something you wouldn't want to share with others (sensitive discussions, charge cards, social security numbers, etc.), then e-mail is not the place for it. It can be and sometimes is accessed by others along its path. -Describe the message in the subject line. If you accurately describe the message in a few words within the subject line, it is more likely that the message will be read. -Use emoticons and abbreviations sparingly. Most people don't know all of the emoticons (key symbols used to describe emotions) and abbreviations. It is best to clearly state messages and emotions rather than shorten the message through symbols and abbreviations. -Use salutations and signatures. It is a courtesy to address a person by name in an e-mail. Don't get familiar with business clients beyond the familiarity used in person. When ending an e-mail, include the sender's name and e-mail address. If it is a business letter, the sender's company name and position are also important.

Emails continued

-respond within 24 hours -be very clear to avoid misinterpretation -personal is different than business -include message threads

Handshake Essentials

Because the handshake is a particularly important element of a successful introduction, it is important that you know when and how to execute it properly. In addition to meeting someone for the first time, you should also shake hands when: welcoming a visitor to your office or home; greeting a host or hostess; saying good-bye; greeting a co-worker or an acquaintance. When shaking hands with someone, always do the following: Use the proper grip. To grip properly, keep your hand perpendicular to the ground and fingers together. Press your palm against the other person's palm and squeeze firmly. "Pump" two or three times. Pumping a person's hand more than three times conveys overeagerness. Pump casually, not aggressively, then let go. Lean in slightly. Leaning in slightly while you are shaking hands will underscore your interest and enthusiasm. Make eye contact. It is important to make eye contact while you are shaking hands. Eye contact conveys sincerity and confidence. Clasp and unclasp neatly. Clasping and unclasping your hand neatly will help to underscore the formality of the gesture. Letting go slowly or allowing your fingers to touch the other person's palm is improper.

Order of introductions

During an introduction, the person of lesser authority is presented to the person of greater authority. For instance, "Mr. Principal, this is Mr. Teacher." The name of the person of greater authority is always mentioned first. There are a few exceptions to this rule. In the business environment, when introducing a client, be sure to mention his or her name first, regardless of the client's official rank.

Additional Information In Introductions

In addition to the preceding guidelines for introductions, it is also important to include relevant information about each person. For instance, "Mr. McGuffy, this is Ms. Mary Ferguson, our computer technician." A lengthy biographical description is not necessary; however, information that might lead to a conversation should be provided. The best way to do this is to mention common interests. "Mr. Heidmann, I want you to meet Ms. Rebekah Green, our managing editor. Rebekah, this is Walter Heidmann, the sales representative for Simon Publishing. Rebekah is a graduate of UT as you are, Mr. Heidmann."

Placing a Caller on Hold

No one likes to be put on hold. Unfortunately, it is a fact of business life that is here to stay. If you need to place a caller on hold, try to make the experience more pleasant by apologizing for the inconvenience and then requesting permission to put him or her on hold. If the caller cannot wait, take a message. If he or she does not mind waiting, give the caller a time estimate for how long the wait will be. Update the caller every minute on the status of the call as a reminder that it hasn't been forgotten. If the wait gets long, transfer the call if other staff members are available to assist.

Voicemails

Recording -Can be helpful or problematic -Keep it short, leave only important information, leave an alternate number/extension -Write out the message, this helps you feel relaxed -Sound approachable, happy, kind -reduce background noise, avoid distraction, make it no nonsense -change greeting if it contains incorrect information Leaving a Message -Be brief. State your full name, your company, your telephone number, the time of your call, and the reason for your call as succinctly as possible; NO SALES PITCH -Speak clearly and slowly. Avoid speaking too quickly. Words that are slurred or spoken rapidly are difficult to understand. Be sure to say your telephone number and other contact information slowly. Pausing between numbers will help your business associate write down the information the first time he listens to your message -Smile. Smile even if you were hoping to reach a person and not the answering service. Smiling will encourage you to sound pleasant Overuse of Voicemail Overuse of Voicemail. At a business, don't use voicemail to screen calls. It can be annoying for clients to get a message service during work hours. Think of the last time you were asked to listen to a long voice message that also asked you to push certain numbers to get certain information. If a caller's purpose is to talk with a "real person" about a situation, he or she may not call back when confronted with voicemail. Home Voicemail or Message -No cutesy stuff -Make it short and clear -Leave number so they don't have to look it up

Which of the following should you do in a voicemail greeting? Select all that apply.

State your full name State your company's name Ask the caller to leave a message Leave an alternate number

Nonverbal Behaviors

The Etiquette Advantage in Business: Professional Skills for Professional Success, have listed several nonverbal behaviors that are essential to an effective introduction: 7 Smiling. A smile is the universal expression for happiness, warmth, and acceptance. If you don't smile during an introduction, the other person may think that you are not interested in meeting him or her. Making Eye Contact. Direct eye contact communicates interest. Looking at someone during an introduction indicates that you are eager to make his or her acquaintance. Staring off into the distance or averting your eyes might be interpreted as disinterest or annoyance. Rising to Your Feet. This important nonverbal behavior comes straight out of the book of chivalry. Knights and gentlemen used to rise to their feet when a lady entered their presence. However, it is now proper for men and women to rise to their feet (if they are not already standing) when they are introduced to someone. Shaking Hands. People often judge each other by the way they shake hands. When performed properly, a handshake can communicate confidence and authority. Both men and women are expected to shake hands when they are introduced.

Criticism continued

The word 'criticism' has a negative connotation even though many positive attributes can be derived from critcism. Which of the following should you do when receiving criticism? Listen and think

Titles

Traditionally, it has always been proper to refer to superiors with the appropriate title, such as "Mr.," "Mrs.," or "Miss." An employee never called his manager by his first name. Calling a manager "Mr. Jones" rather than "Tommy" demonstrated respect, affirming the company's hierarchy. Wait until the higher ranked person tells you to call them by their first name.

Closing Business Calls

When closing a business call, summarize the conversation and refer to any future business that might relate to the telephone call. For instance, "I'll write a report on the current status of your account and fax it to you by tomorrow." Closing any conversation should be a pleasant experience. Politely sign off by stating, "It was a pleasure doing business with you," "Let me know if I can do anything else for you," or "Thank you for calling." The last thing that you say to a person will have an effect on your next conversation with that person.

If you were performing introductions among the following people, whom would you mention first? president of a company a client manager outside consultant

a client

Which of the following are acceptable behaviors for telephone conversations? chewing gum listening to the radio sending an e-mail asking to put the caller on hold none of the above

none of the above