Módulo 2: Comunicação Eficaz - Behaviour | pt-BR - 880 - 56893
Loading
Nota de Estudos
Study Reminders
Support
Text Version

Set your study reminders

We will email you at these times to remind you to study.
  • Monday

    -

    7am

    +

    Tuesday

    -

    7am

    +

    Wednesday

    -

    7am

    +

    Thursday

    -

    7am

    +

    Friday

    -

    7am

    +

    Saturday

    -

    7am

    +

    Sunday

    -

    7am

    +

Behavior and Etiquette
Good Etiquette

How do you make a positive impression when you meet someone?

What’s the best way to ask for her business card?

When is it appropriate or expected to send a thank-you note?

Who picks up the bill at a business lunch? It’s hard to know the “rules of the road,” especially in today’s casual, fast-paced selling environment. Etiquette can make the difference in how your customer perceives you and your personal brand.

The way you conduct yourself says a lot about who you are in life and, by extension, in business. Although many companies have a casual dress code, don’t be quick to assume that protocol and established practices aren’t important.

It would be easy to misinterpret lack of formality as lack of professionalism. Manners matter in selling, now more than ever.

Etiquette for Letters and Memos

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.

These more official methods of communication reflect factual statements that you are making on behalf of the company. For a company memo, use the company format. Most companies have a set format for hard copy and electronic memos.

Tips for writing business communications:


Use the company letterhead.

Use the formal elements of a business letter.

Spell-check and proofread your document.

Use CC to indicate who should also receive a copy [1]

Use BCC (blind carbon copy) to send copies to other people [2]

Business Etiquette

Business cards are a branding tool for your company and a way to stay in touch with your customers and other people in your network. [5]

In fact, giving out and requesting a business card is considered good etiquette. [6] Also a good business meeting is one where all members show courtesy and respect. This approach conveys a simple message to both the client and work colleagues: We’re all professionals here, so let’s have a productive meeting/presentation.

Here are some tips to exchange business cards in a professional manner:



Never give anyone a card that is worn, dirty, or out of date. [7]


Always have a supply of business cards when you attend a business event. [8]


Present your card with the print facing up so the recipient can easily read it. [9]


Never force anyone to take your card. [10]


When receiving a business card, take a minute to review the information. [11]

In sales, time is money so conducting effective and efficient meetings is critical to your success. The following tips will help make your conversations, meetings, and presentations more effective.



Be prepared; don’t waste anyone’s time or focus

Prepare a written agenda and hand it out

Speak clearly and at a volume that is easy to hear

Be professional and respectful; don’t interrupt when others are speaking

Use eye contact

At the end, recap your key points and identify next steps

Etiquette for Business Meals

The purpose of a business breakfast, lunch, or dinner is to get to know someone and build a relationship. To engage in business entertainment is considered part of the sales job description.

Table manners are a form of nonverbal communication, and impolite etiquette can reverse all of your effort. Business meals are so important that many companies use business lunches or dinners as part of the interview process. Whatever the situation, you want to be prepared with proper etiquette for the occasion.

The following tips should be considered when attending a business meal:

A meal is considered as a business meeting. [12]

To help you remember which dishes and utensils to use, think BMW: Bread plate on your left,Meal in the center,Water goblet on the right. [13]

As a general rule of thumb, the person who invites pays. [14]

If you don’t know what to order, ask your host what’s good. [15]

Don’t order anything messy; stick to food that is easy to eat. [16]

Be courteous to the wait staff.


There’s nothing more personal than a thank-you note. For the most part, you and your customers are very busy, which is why a thank-you note is even more appreciated. It’s a personal touch that sets you apart. It’s never inappropriate to say thank you, but it may be inappropriate not to say thank you.

Here are some tips for writing thank-you notes:



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 reason for the thank-you note.

Make it personal and make it special by including your own sentiments. [17]

High Tech, High Touch

In1982, as the world was just realizing the amazing potential of computer technology. John Naisbitt wrote a book called Megatrends: Ten New Directions Transforming Our Lives, where he coined the term “high tech, high touch,” which he defined as the contradictory state in which people are driven by technology yet long for human interaction. [19] “Technology makes tasks easier, but it does not make our lives easier,” according to July Shapiro in a recent article in Advertising Age. [20] Shapiro’s observation is true, especially as it relates to business; sometimes, the crush of technology takes precedence over business etiquette.

People have begun to rethink the lack of personal interaction and its corresponding etiquette in the workplace. Yes, “there’s even an app for that”; a firm named Etiquette Avenue has recently launched an app for business etiquette.

The fact is, technology isn’t personal and can’t behave in the right way at the right time with your customer or on an interview; that’s completely up to you. [21], [22]

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. “Sales reps report that the intrusion of technology has stolen this valuable time from reps and their bosses,” according to a recent article in Agency Sales.

“If there’s one thing I could tell my bosses when they come see me in the field is to ditch the electronic communications and pay attention to me and our customers,” said one salesperson quoted in the article. [23] It’s no surprise that there’s a need for business etiquette, especially as it relates to technology.

The need to be connected should not overwhelm respect for colleagues and customers. It’s important to know the appropriate etiquette for the use of handheld electronic devices. In Dallas, Texas, a student lost 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. [24]

According to Maggie Jackson, author of Distracted: The Erosion of Attention and the Coming Dark Age, we are living in “an institutionalized culture of interruption, where our time and attention is being fragmented by a never-ending stream of phone calls, e-mails, instant messages, text messages, and tweets.” [25]

Etiquette for Phone Calls

Sometimes, however, the use of technology is entirely necessary to conduct business when personal interaction is impossible.

It’s important that verbal communication that is not face-to-face is effective and professional. Because you don’t have the benefit of using or seeing the receiver’s nonverbal communication, the challenges for appropriate communication are even greater.

Here are some do’s of phone etiquette:



Do be aware of the volume of your voice when you are speaking on the
phone. [26]

Do, when using a speakerphone, conduct the call in an enclosed or isolated
area to avoid disturbing others.

Do, when leaving a voice mail message, speak slowly, enunciate, spell your name, and leave your number. [27]

Do, when you leave a voice mail message, be specific about what you want. [28]

Do customize your voice mail message: create a different message for each of your customers so the message is personal and relevant. [29]

Do speak with enthusiasm: it’s best to convey a smile in your voice. [30]

Here are some don’ts of phone etiquette:



Don’t take another phone call during a meeting. [31]

Don’t discuss confidential or personal issues during business calls.

Don’t discuss confidential issues in public areas-you never know who might overhear a conversation. [32]

Don’t leave a long, rambling voice mail message. [33]

Don’t multitask during a phone call or conference call.

Etiquette for E-mails

Written communication has evolved to include multiple methods, all of which have appropriate places in selling.

E-mail has become an accepted method of communication, whereas text messages, instant messages, and social networks are commonplace for some companies. That’s why etiquette is especially important when using any of these methods of communication, and you should take time to choose your method carefully.
Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via e-mail.

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.

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.

It is worth noting that in all these methods your communication is permanent, so it’s a good idea to know the do’s of electronic communication:



Do use an e-mail subject line that explains the content of the e-mail.

Do create a short, concise message that uses proper grammar and spelling. [34]

Do, in all electronic communications, use uppercase and lowercase letters. [35]

Do use e-mail, text messages, and instant messages when appropriate, according to your company’s practices. [36]

Do use social networking sites to join the conversation and add value-you can build your personal brand by creating a blog or joining a professional conversation on social networking sites such as Twitter or Facebook. [37]

It’s a good idea to know the don’ts of electronic communication:



Don’t use all capital letters in an e-mail; it appears that you are shouting. [38]

Don’t use “Reply to All” unless it’s absolutely necessary.

Don’t send an e-mail, text message, or instant message when you are angry. [39]

Don’t use abbreviations like “ur,” “2b,” as this is not appropriate. [40]

Don’t use company e-mail, text message, or instant message accounts to send personal correspondence,

Don’t use electronic communication to transmit bad news.

Don’t use text messages, instant messages, or social networks to communicate information such as pricing, proposals, reports or service agreements.

Social media Etiquette

Social media give customers a voice like never before.

When companies listen to customers, they can turn a bad situation into a good one; but if they don’t respond, customers speak out and complain. For example, a dissatisfied Virgin America passenger posted a tweet on Twitter during a flight to Boston, thanks to the Wi-Fi service onboard. Virgin America monitors Twitter so closely that by the time the plane landed, a ground team met the customer at the gate to be sure his needs were met, and he left the airline with the memory of extraordinary service. [41]

Etiquette Tips

When is an iPod, MP3 player, gaming device or smart phone appropriate at work? Only when it is used for business purposes.

“You’re isolating yourself,” says Dale Chapman Webb, founder of The Protocol Centre in Coral Gables, Florida. “You are sending a message that my music is more important than the work at hand.” If you feel the need to listen to your iPod or use handheld gaming devices at work, sales may not be the right profession for you.

If you are setting up a meeting that involves several people and it’s difficult to agree on a meeting date and time, you can use Doodle.com to identify the best date and time to meet.

You choose the options and e-mail a link to the participants; when people respond, you see the Doodle.com summary that indicates the best date and time for the meeting. [4]

KEY TAKEAWAYS

Proper etiquette is a necessity in selling. 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.

Written communication should always include proper grammar and spelling. This applies to formal business communications such as letters and memos, as well as informal business communications such as e-mails and text messages.

Written communication such as letters, reports, and memos are considered formal methods of business communication; many formal communications are transmitted via e-mail. 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.

It’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. When you are at a restaurant, it’s is good idea to remember BMW: Bread to the left, Meal in the middle, Water goblet to the right. Use silverware starting with the utensils on the outside and work your way in throughout the meal.

You can add a personal touch to a business relationship by sending a thank-you note. 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.

It is never appropriate to use an electronic device such as a cell phone, BlackBerry, or iPhone while you are talking with someone else. Turn off your devices before you enter a meeting.

When talking on the phone, be courteous and use an appropriate volume in your voice. Never discuss confidential or personal topics on the phone when others might overhear.

Exercises

Create a voice mail message that you would leave on a customer’s phone if you were calling to set up a meeting to follow up from your first sales call. What information is essential to be included in the voice mail? What information should not be covered in the voice mail?


You just learned about a delayed shipment date for your customer’s order. What is the best method to communicate this to your customer?

Bibliography

[1] Mary Ellen Guffey, Business Communication, 6th ed. (Mason, OH: South-Western Publishing, 2008), 175.


[2] Mary Ellen Guffey, Business Communication, 6th ed. (Mason, OH: South-Western Publishing, 2008), 175.


[3] Renee Houston Zemanski, “Seven Ways to Make Your Meetings More Memorable,” Selling Power Meetings eNewsletter, July 7, 2009,http://www.sellingpower.com/content/newsletter/issue.php?pc=972 (accessed March 16, 2010).


[4] Kim Richmond, “Poll: Entrepreneurial Series,” Doodle,http://doodle.com/participation.html?pollId=g9cp9d7bn96yy34y (accessed July 17, 2009).


[5] Miss E, “The Art of Giving Business Cards,” 123etiquette.com,http://www.123etiquette.com/business-etiquette/business-card-etiquette (accessed July 17, 2009).


[6] Ben Preston, “Good Business Etiquette Includes Giving Out Business Cards,” Businesstoolchest.com,http://www.businesstoolchest.com/articles/data/20060201225647.shtml (accessed July 17, 2009).
[7] Barbara Bergstrom, “Business Card Tips,” Orlando Business Journal, July 3, 2009,http://orlando.bizjournals.com/orlando/stories/2009/07/06/smallb3.html?t=printable(accessed July 12, 2009).


[8] Barbara Bergstrom, “Business Card Tips,” Orlando Business Journal, July 3, 2009,http://orlando.bizjournals.com/orlando/stories/2009/07/06/smallb3.html?t=printable(accessed July 12, 2009).


[9] Barbara Bergstrom, “Business Card Tips,” Orlando Business Journal, July 3, 2009,http://orlando.bizjournals.com/orlando/stories/2009/07/06/smallb3.html?t=printable(accessed July 12, 2009).


[10] Barbara Bergstrom, “Business Card Tips,” Orlando Business Journal, July 3, 2009,http://orlando.bizjournals.com/orlando/stories/2009/07/06/smallb3.html?t=printable(accessed July 12, 2009).
[11] Barbara Bergstrom, “Business Card Tips,” Orlando Business Journal, July 3, 2009,http://orlando.bizjournals.com/orlando/stories/2009/07/06/smallb3.html?t=printable(accessed July 12, 2009).


[12] Louise Lee, “Meet and Eat,” BusinessWeek, June 5, 2009,http://www.businessweek.com/magazine/content/09_66/s0906025664520.htm (accessed July 13, 2009).


[13] Joe Morris, “Not Knowing Basics Is Simply Impolite,” Nashville Business Journal, November 21, 2008,http://www.bizjournals.com/nashville/stories/2008/11/24/focus2.html?t=printable(accessed July 12, 2009).
[14] Joanne McFadden, “Rules of Etiquette Are Important for the Business Lunch,”Milwaukee Business Journal, October 24, 2008,http://www.bizjournals.com/milwaukee/stories/2008/10/27/focus4.html?t=printable(accessed July 12, 2009).

[15] Joanne McFadden, “Rules of Etiquette Are Important for the Business Lunch,”Milwaukee Business Journal, October 24, 2008,http://www.bizjournals.com/milwaukee/stories/2008/10/27/focus4.html?t=printable(accessed July 12, 2009).


[16] Louise Lee, “Meet and Eat,” BusinessWeek, June 5, 2009,http://www.businessweek.com/magazine/content/09_66/s0906025664520.htm (accessed July 13, 2009).


[17] Terence P. Ward, “Expressing Gratitude in Writing Builds Business Networks,” May 18, 2008, Suite101.com, http://business-writing.suite101.com/article.cfm/business_thankyou_notes (accessed July 17, 2009).
[18] Justin Martin, “6 Companies Where Customers Come First,” CNNMoney.com,http://money.cnn.com/galleries/2007/fsb/0709/gallery.where_customers_come_first.fsb/5.html (accessed July 23, 2009).


[19] John Naisbitt, Megatrends: Ten New Directions Transforming Our Lives (New York: Grand Central Publishing, 1998).


[20] July Shapiro, “A Digital Myth: Technology Doesn’t Make Life Easier,” Advertising Age, May 11, 2009, http://adage.com/digitalnext/post?article_id=136533 (accessed May 12, 2009).

[21] CommercialsKid, “iPhone 3g Commercial ‘There’s an App for That,’” video,http://www.youtube.com/watch?v=szrsfeyLzyg (accessed July 16, 2009).


[22] “Good Advice in Bad Times: New Etiquette Avenue iPhone App Puts Professional Protocol at Fingertips,” Business Wire, June 29, 2009.


[23] “Reestablishing the Inside Connection: Open Communication with Inside Sales Strengthens the Rep Bond,” Agency Sales 39, no. 5: 38.
[24] Alex Williams, “At Meetings, It’s Mind Your Blackberry or Mind Your Manners,” New York Times, June 22, 2009, A1.


[25] Patrick Welsh, “Txting Away Ur Education,” USA Today, June 23, 2009, A11.


[26] Joanna L. Krotz, “Cell Phone Etiquette: 10 Dos and Don’ts,” Microsoft,http://www.microsoft.com/smAllBusiness/resources/ArticleReader/website/default.aspx?Print=1&ArticleId=Cellphoneetiquettedosanddonts (accessed July 12, 2009).


[27] John R. Quain, “Quain’s Top Ten Voice Mail Tips,” Fast Company, December 18, 2007,http://www.fastcompany.com/magazine/18/topten.html (accessed July 17, 2009).

[28] John R. Quain, “Quain’s Top Ten Voice Mail Tips,” Fast Company, December 18, 2007,http://www.fastcompany.com/magazine/18/topten.html (accessed July 17, 2009).


[29] Keith Rosen, “Eight Tips on Crafting Effective Voice Mail Messages,” AllBusiness,http://www.AllBusiness.com/sales/selling-techniques-telesales/2975818-1.html(accessed July 17, 2009).


[30] Keith Rosen, “Eight Tips on Crafting Effective Voice Mail Messages,” AllBusiness,http://www.AllBusiness.com/sales/selling-techniques-telesales/2975818-1.html(accessed July 17, 2009).


[31] Joanna L. Krotz, “Cell Phone Etiquette: 10 Dos and Don’ts,” Microsoft,http://www.microsoft.com/smAllBusiness/resources/ArticleReader/website/default.aspx?Print=1&ArticleId=Cellphoneetiquettedosanddonts (accessed July 12, 2009).


[32] Barbara Bergstrom, “Good Etiquette Is Recession-Proof,” Baltimore Business Journal, April 17, 2009,http://www.bizjournals.com/baltimore/stories/2009/04/20/smallb3.html?t=printable(accessed July 12, 2009).
[33] John R. Quain, “Quain’s Top Ten Voice Mail Tips,” Fast Company, December 18, 2007,http://www.fastcompany.com/magazine/18/topten.html (accessed July 17, 2009).


[34] “Shouting and Other E-mail Faux Pas,” BusinessLine, April 20, 2009.


[35] “Shouting and Other E-mail Faux Pas,” BusinessLine, April 20, 2009.


[36] Patricia M. Buhler, “Managing in the New Millennium: Six Tips to More Effective Communication,” Supervision 70, no. 7 (July 2009), 19.


[37] Norman Birnbach, “10 Twitter Etiquette Rules,” Fast Company, July 2, 2008,http://www.fastcompany.com/blog/norman-birnbach/pr-back-talk/10-twitter-etiquette-rules (accessed July 17, 2009).


[38] “Shouting and Other E-mail Faux Pas,” BusinessLine, April 20, 2009.
[39] Paul Glover, “Why We Need E-mail Etiquette,” Fast Company, December 30, 2008,http://www.fastcompany.com/blog/paul-glover/surviving-workquakec/why-we-need-e-mail-etiquette (accessed July 17, 2007).


[40] Norman Birnbach, “10 Twitter Etiquette Rules,” Fast Company, July 2, 2008,http://www.fastcompany.com/blog/norman-birnbach/pr-back-talk/10-twitter-etiquette-rules (accessed July 17, 2009).


[41] Gerhard Gschwandtner, “Wow Your Customers with Twitter in Real Time,” Selling Power, http://sellingpower.typepad.com/gg/2009/07/wow-your-customers-with-twitter-in-real-time-.html (accessed July 23, 2009).

Notification
Você recebeu uma nova notificação
Clique aqui para visualizar todos eles