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1、ChapterSixEtiquetteinBusinessCommunicationIntroductionsMentionauthorityfiguresfirstandintroduceotherstothem.Introduceayoungerpersontoanolderperson.Alwaysstandup.Alwaysshakehands.Introducelowerrankingpersontohigherrankingperson.IncludeusefulinformationFatherGraham,mayIintroduceLibbySmi
2、th,ournewassistantdirectorofdiversity.SherecentlyearnedherMAinHumanResourcesatIndianaUniversity.FatherGrahamhasservedasPresidentofXavierUniversityforthepast6years.Recently,USNews&WorldReportrankedXavierasthe2ndbestcomprehensiveuniversityintheMidwest.InteractivemomentIngroupsof3-4,intr
3、oduceeachmembersofthegrouptooneanother.RememberingnamesGetbusinesscardsfromeveryoneyoumeetandmakesnotesonitaboutwhenyoumet,whatyouhadincommon,anddetailsabouttheperson,includingnamesofchildren.Prefertheformaltotheinformal,especiallywitholderandhigherrankingpeopleAvoidsaying,“I’msorry,I
4、haveforgottenyourname”Instead,say“Helpmeout,yournamewasonthetipofmytongueandImustbehavingaseniormoment.SpeakwithauthorityEvenwhenaskingquestions,haveyourvoiceendonwithadownwardinflection.Say“Whattimeisthemeeting?”oncewithvoiceraisingattheendandonewithvoiceendingwithadownwardinflection
5、.Writewithauthoritativelyandpositivelyandconcisely,pp.4-1ffinworkbookAuthoritativelanguagePositivelanguageConciselanguageBusinessCommunicationTelephonecallsNotesofAppreciationPhoneCallsandVoiceMailBeepers,CellularPhones,andPortablesTelephoneEtiquetteIdentifyyourselfandyourcompany.Askt
6、hepersonifheorshehastimetotalk.Makecallsduringnormalbusinesshours.Returncallsthesameday.Neverputsomeoneonholdwithoutaskingpermission.Don’tdootherworkwhileonthephoneBecourteousofotherswhenscreeningcalls.GeneralDo’sandDon’tsOutlinepointsyouwanttomakepriortoplacingacall.Ifyourpartyisnott
7、here,leaveabriefmessageandrequestatelephoneappointment.Ifyourpartyanswers,identifyyourself,sticktoyouroutlineandthankthepersonattheendofthecall.ConferencecallsPrepareBerespectfulBeinclusiveKeepmovingGetcommitmentsVoiceMailIdentifyyourselfandyourreturnnumberimmediately.Bebriefandtothep
8、oint.
