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Civility In The Workplace
- 1. Civility In The Workplace Presented by Rick Galbreath, SPHR Performance Growth Partners Inc.
- 2. We live in an increasingly uncivilized society. Is this an accurate statement? What factors are driving this reality?
- 3. Good manners are one of the cornerstones of society. When we practice good manners, it means that we put the comfort of those around us first . We try to behave in a way that makes others feel at ease and valued. By doing so, we help others be open to our thoughts. In the whole history of law and order, the longest step forward was taken by primitive man when…the tribe…allowed only one man to speak at a time. Curtis Bok
- 4. Hearing the message Effectiveness of the message is improved by taking into account the needs of the audience.
- 5. The business world is an opportunity to show consideration and good manners to others. Create a ripple effect… Your good manners will make others more courteous.
- 6. Create a better quality of life Customers… Coworkers… Friends and family.
- 7. How to make it better E-Mail Voicemail Telephone General courtesy
- 8. E-mail What’s right with e-mail? What’s wrong with e-mail? How can we make it better?
- 9. What’s right… Fast and efficient Get it in writing Non-intrusive on your time Connect with people worldwide Good E-mail What’s wrong… Impersonal Opportunities for misunderstanding: you can’t convey the emotion you want Opportunities for lack of professionalism
- 10. An e-mail is a business letter Greetings! Paragraphs, please. Grammar, spelling, punctuation—yes! Sign it, please. Consider the purpose of communication and the need of the audience. E-mail may not be best!
- 11. Other e-mail dos and don’ts Subject line. Make it clear what you want. Reply to all. Use it carefully! Blind copies. A great tool for sending to large lists. Elevating copies. Does the VP really need to be copied? Attachments. Don’t forward unless it’s necessary, keep them small. Confidential information. Not for e-mail! Out of office messages. Let people know when you will respond.
- 12. No shouting, no smileys Business e-mail is different. Watch the CAP LOCK. Save :-) LOL for home e-mail. Hey there bubba—casual words vs. business words.
- 13. Waiting or weeping E-mail is forever. How will they react? Wait! Don’t weep!
- 14. Try It! With the e-mails provided, find the problems and correct them!
- 15. E-mail 1 From: Robert Preston Sent: Monday, July 10 10:00 am To: Joe Fowler Subject: thanks Hey Joe Thanks for the update i appreciate the zip turnaround. Can u let me know when the next update is coming Bob
- 16. E-mail 2 From: Joan Rivers Sent: Monday, July 3 8:00 am To: Kristine Brown Subject: logo needed Hi Kris, I need a favor – can you send Max at corporate our logo in eps and do it today, they need it for a brochure and you know they can’t think ahead! Thanks Joanie Joan Rivers Acme Corporation (323) 555-1234 [email_address] This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately notify Joan Rivers by telephone at (323) 555-1234
- 17. E-mail 3 From: John Smith Sent: Tuesday, July 11 10:00 am To: Bob Brown Subject: headsup the big shots are coming to the plant so clean it up! They’ll be here on Thursday.
- 18. E-mail 4 From: Robert Preston Sent: Monday, July 10 10:00 am To: Joe Fowler Subject: Greetings Ann asked me to get in touch with you about sitting down to discuss our events for the rest of this year and for 2007 to help develop a better marketing 'plan' - i.e. to avoid last-minute cries for help from us. So, we just need to find a time that works for all of us. Ann thought that your standing appointments on Tuesdays at 9 might be one option since you already have it in your planners - in particular, the 7/25 date. Or, if we wanted to do something sooner, we can just find another day and time. Any preference? Also, we had talked about the direct mail piece for the seminar series that starts in August. Do you need anything from me for this? Thanks, Bob
- 19. Voicemail What’s right with voicemail? What’s wrong with voicemail? How can we make it better?
- 20. Good Voicemail What’s right… Fast and efficient You know it gets to the right person You can convey emotion Concise, yet complete What’s wrong… Incomplete messages Who is it from? Cell phone static Replay 4 times to get the information Reply in 2 weeks…
- 21. Setting up your greeting Have I called the right person? Today isn’t December 12… Is anybody there?
- 22. What’s a good greeting? Your name Company Where are you? When will you return? How can the caller reach you or get a message to you? When will you return the call? Is there someone else to talk to? Try it! Write a greeting for your own voicemail.
- 23. A good greeting You have reached the voicemail of Jane Doe at Acme Corporation. I am in the office today, but currently away from my desk. Please leave your name, phone number and message, and I will return your call today. If you need to speak to someone immediately, please press 0 and our department assistant will help you. Thank you.
- 24. Leaving a message Slow down! They don’t know you. Give a reason.
- 25. What’s a good message? A good message answers these questions: Who are you? Your company Your phone number What do you need? When can I reach you to return the call?
- 26. “I’ll return your call as soon as possible…” Really?
- 27. Try it! Improve the voicemail messages in the back of your workbook!
- 28. The Telephone
- 29. Answering those pesky calls. Having a bad day? Look in the mirror. It’s not always what you say, it’s how you say it.
- 30. “Hang on just a minute…” Callers don’t hang… There are better ways to speak to a caller. Script it! See an example in your handbook.
- 31. Please take a message. “I can’t read this…” “She called WHEN?!” “Oh, I stuck it in your mail tray…” A message should have date/time, who it’s from, what they need, and should be delivered promptly!
- 32. Can you transfer me? Click… “Where did she go?” Know your technology! The transfer merry-go-round and round and round… Are there any real people there?
- 33. What is a good transfer? The caller knows who you are. The caller knows that you are trying to transfer him/her to the person he/she wants. You speak to the person to whom you are transferring before you connect the caller to let him know who is coming on the line and why. If the person to whom you transfer is not available, ask the caller if voicemail/message would be acceptable.
- 34. A good transfer This is Jane Doe with Acme Corporation accounting department. May I help you? I need to speak to Ann Smith about my bill. May I have your name, please? This is Joe with MNM Company. I can transfer you to Ms. Smith. Please hold while I find out if she is in her office. (Wait for response from caller.) Ann, I have a call for you from Joe at MNM. He has a question about his bill. Thanks, you can send the call to me. Joe, thank you for holding, I’m transferring you now.
- 35. And a word about cell phones… If in doubt, turn it off. Shhh… use your inside voice.
- 36. General Courtesy It’s really just common sense.
- 37. Remember what your mother said… Please… Thank you… You’re welcome… Excuse me… May I…
- 38. Smile! It makes a real difference, in person or over the phone.
- 39. Just being polite… Shaking hands–firm, shake twice, eye contact Opening doors–not just for the boys! Table manners–remember Mom, napkin in lap, don’t talk with your mouth full, read a good guide for more details General good manners–Don’t interrupt, really listen, show interest, introduce people to each other, include everyone in the conversation, make people feel welcome and comfortable
- 40. Making others comfortable makes you comfortable If we are to preserve civilization, we must first remain civilized. Louis St.Laurent