Unit I Lesson 3: Varieties of Communication Etiquette Introduction An awareness of communication etiquette is critical at every level of an organization and in every personal interaction. Throughout one s professional life, he or she will have to communicate with management, coworkers, subordinates, and customers. Success will depend on how one communicates ideas and sets out proposals for improvement. Whether presenting ideas upward or giving directives downward in an organization, employees always have to be conscious of the tone of their messages and choice of words. To help an organization reach its goals, employees have to set and plan their own personal goals. One of the most critical goals for success must be a sincere and cultivated business etiquette, especially in today s environment of technology and innovation. As employees perform their daily duties, they have to show respect for others, be courteous, and use common sense (Thill & Bovee, 2015). These fundamental values have not changed over the years. For example, in the past, everyone communicated with customers by telephone. It was essential to be courteous to customers and clients when sending or receiving telephone calls. In the early 1990s, e-mail began to be used extensively. An employee had to learn to be very careful how to write e-mails, remembering to be courteous. Today, people use a variety of social media platforms to communicate with everyone internally and externally. In some organizations, texting is a recognized form of communication. To be successful in communication and in a career, today everyone must learn to show respect, be courteous, and use common sense in a multimedia world that has eclipsed the more limited world of the recent past. Etiquette in Communications with Management There are several reasons why employees will communicate with upper management. First, someone might wish to introduce a new idea or have a proposal for purchasing new equipment. Whatever the reason for communicating, one fundamental goal is to boost productivity and bring in more revenue for the organization. Proposing new ideas to upper management means that employees must submit all information about how particular ideas can be put in place. They must also provide detailed information about the ideas that are proposed, being sure to include every financial detail. Organized information, too, about how the plan can be put in place must be provided. If it is a plan that will be implemented nationally or internationally, someone also has to consider all of the possible cultural variables. Nobody wants ideas turned down because of a cultural issue that was carelessly overlooked. In 2006, Walmart closed its stores in Germany. There were many explanations about why Walmart was forced to close these stores. One of the problems turned out to be Walmart s policy that employees must smile at customers. That policy was not a good decision culturally because in
Germany, people smile only at people they know. The Germans were very uncomfortable with this one Walmart policy, resulting in a business catastrophe for one of the world s largest companies. The importance of understanding cultural differences should never be underestimated when suggesting changes within an organization or an adaptation to a market in a different culture. Similarly, if a proposal is submitted for purchasing new equipment, an employee is designated to provide the pros and cons of the proposal as well as the costs that will accrue. The proposal must state why the new equipment is necessary and show how the new equipment will help employees be more productive. As the proposal is developed, the writer must provide all financial data associated with the purchase. In doing so, the employee preparing the proposal would show how the expense will benefit the organization. The proposal must end with a summary of the problem and proposed solutions. Communicating upward in an organization must always be well planned. Messages should always contain sufficient information. When someone introduces a proposal, it should be at a stage of development so that there is never the need to ask for further clarification. Instead, it should be an invitation to discuss the submitted proposal in its entirety. If the proposal is not accepted, consider what went wrong. Ask yourself if sufficient information was provided to show the necessity for making the purchase. Go over the proposal in detail. Consider the strengths and weaknesses of the document. Rework the proposal, and present it once again. The submission might also be more successful if the ideas are presented from a different perspective. Etiquette in Communications with Coworkers and Employees Whether one is a leader, supervisor, or simply another employee, he or she will be in constant communication with others at work. Communication with coworkers, known as horizontal communication because the communication is with others on the same level, can be very challenging. Always do everything possible to ensure that messages are not able to be misinterpreted. Knowing about all of the coworkers will help formulate messages that will not likely be misinterpreted. For example, telling a coworker that something is needed as soon as possible can be interpreted in a variety of ways. Better communication would be to state a specific day and/or time, especially if any of the coworkers are from different cultures. Even if employees have their own cubicles and work alone for most of the day, they will still have to interact with others to complete projects. At times, all employees will be required to work in a team face-to-face or electronically. Such interactions will be most effective if employees listen to others and think carefully about what they say when giving input voluntarily or when asked for their perspective on a particular topic. Additionally, nonverbal communication should always make others feel comfortable in all employee interactions.
If an employee is working and someone approaches, he or she should always acknowledge the coworker s presence. If in the middle of a project, always say that you can get back to him or her as soon as possible. A brief postponement is far better than pretending to listen to someone. If, however, the person indicates that he or she needs help immediately, set aside the work, and provide the necessary assistance. A coworker might ask a question which, from your perspective, has a simple answer. Try to consider the question from the other person s perspective. He or she would not ask if the answer were clear. Take the time to explain the answer to him or her in a respectful way. Being courteous and professional will make others see you as a valuable coworker with equally valuable communication skills. Always show appreciation when a coworker does something for you. Someone may notice that you are running short of paper for your printer and present you with a ream of paper. Now you do not have to go to get one yourself. Saying thank you is the professional and courteous thing to do. Gaining the respect of your coworkers can be a simple task. Show interest in what is happening, and always be respectful and courteous to your coworkers. Do unto others actually works better in practice than in theory. Etiquette in Communications with Customers One of the timeless rules of business is always to be polite and courteous when communicating with customers. Listening is the most important communication skill at your disposal in your interactions with customers. When you make and keep eye contact with customers and smile, they believe you are listening, sincerely interested in their questions, and prepared to be of service. Another skill required for strong customer service is the ability to ask questions in the right tone. It is imperative that every customer representative asks questions that bring about a full understanding of what the customer is asking for or hoping to achieve. It is frequently a good idea to repeat the customer s words to ensure his or her message is not misinterpreted. Never interrupt the customer while he or she is speaking, but make a note to ask any questions necessary to ensure you fully understand his or her message. While asking questions is a necessary requirement of good customer service, it is important to avoid asking negative questions. Phrase questions positively. For example, instead of saying You don t have our app on your phone, ask, Which applications do you have at this time? Be sensitive when asking questions. Do not make the customers feel embarrassed or in any way imply that they lack understanding. When using technology to demonstrate products or services to customers, never assume that they have the same knowledge that you have. Some customers may know less about technology than they want to reveal, while others may know much more. When describing products to them, always explain all steps in full detail, and ask if the customer has any questions.
Always respond to voice mail and e-mail as quickly as possible. Even if a problem cannot be resolved right away, let customers know that their message has been received and that they can expect a response as soon as possible. When responding to a customer in writing, be certain to use words that are easy to understand, and structure your message professionally. Make the effort to find out how customers would like to communicate with your organization going forward. Some customers like electronic correspondence, while others prefer using regular mail. Take time at least once a year to let customers know that their business is appreciated. A brief note or even a birthday card can solidify customer loyalty. Etiquette in Communications with Technology Business today is often conducted using a wide variety of new technology. Face to face communication is fast becoming secondary to social media, texting, and e-mail. Meetings take place online instead of gathering face to face in a meeting room. Employees might work from a remote location and interact with management, co-workers, and customers using technology. It is becoming more common for supervisors to manage employees in different parts of the country and even outside the country. Today, there is no place where we can escape the effects of technology. Employees are bombarded with messages and the need to create documents for customers at all times of the day and night. The traditional nine-to-five jobs are disappearing as new technologies emerge which foster the ability to communicate well outside the traditional work hours, and businesses such as Amazon process and mail orders in seconds, regardless of the customers time zone or location. We communicate locally and globally in the business world and have to be aware that our messages can now be viewed by a wider audience than ever before. Messages sent to a coworker locally can be shared with another employee in the company s German offices immediately. Additionally, if customers are not satisfied with the products or services that they purchase, they express their frustrations through social media, such as Facebook and LinkedIn, raising doubts about an organization s credibility. One of today s most critical goals as an employee is to prevent these things from happening. Whether communicating using smart devices or social software, one has to understand that these technologies create an experience that is not part of what we used to call the traditional workplace. For example, texting is becoming more acceptable in organizations. We have learned to use the same criteria for texting as for e-mail. Messages should be brief yet clear and accurate. If a lengthy message must be created and sent, a better choice is to use another medium such as e-mail. Of course, some technologies that have been around for a long time are not used in the same way, such as the telephone. Today, many calls still come into an organization, but the caller may not be seated at a desk. He or she could be on a flight or walking in the street. The caller could be driving or taking a break at a meeting in another country. Always be appreciative of the person s time, and provide information quickly but accurately. When making a call and having to leave a
voice message, be sure that the message is brief and professional. Leave a name and number, and state the reason for the call. The message should be professional voice mail messages might be used in court if the organization is sued or has any legal interactions with a court system. E-mail has been around for many years and is now pervasive in almost every organization. E- mail messages should be concise and to the point. Use formal yet familiar language so that the message will not be misunderstood. If a message must be lengthy, be sure to use paragraphs to set out the individual ideas. Doing so will help the reader to go through such a message quickly. While communication has changed in ways we never dreamed possible years or decades ago, one thing that has not changed is the expectations all people around the world have about how they should be treated in transactions and communications. Whether a slight bow in Japan, the varieties of eye-contact in Saudi Arabia, or simply a nod and handshake in many Western countries, around the world, etiquette is a language everyone understands and appreciates. Check for Understanding (Answer Key can be found below the Review) 1. Regarding communication with management, the best policy is to: a. avoid communication with management. b. cultivate communication with management. 2. Communication with coworkers and other employees can: a. enhance your value to your employer. b. jeopardize your future with the company. 3. The best communications with customers involve the following advice: a. Always show the customer that you represent a company that he or she should feel privileged to deal with. b. Make eye contact, give your customer all of your attention, and do your best to provide whatever service he or she needs. 4. The best policy to follow when communicating with a customer who has an accent or who you cannot quite understand is to: a. ask the customer to repeat him or herself. b. repeat the customer s words to the best of your ability, and then ask the customer if you heard the words correctly. 5. Cell phones and other technologies are without specific etiquette and up to the user. a. True b. False 6. Communications with people in other cultures are quite easy and follow the U.S. customs very closely. a. True b. False Review 1. The three basic groups with whom you will communicate in the business world are management, coworkers/employees, and customers.
2. Avoid asking questions that are negative in nature. Answer Key 1. B - While too much of anything can be a problem, showing your abilities, skills, and willingness to work might well put you in management one day. 2. A - Communication issues are responsible for the majority of employees who are let go from many companies, including Fortune 500 companies. 3. B - Although we know that no one can satisfy every customer on every occasion, the degree to which you are able to do so will measure the success of your company. 4. B - This is a much better alternative because, if anything, the customer might think you have a problem hearing everything. But this behavior is more respectful of the customer as well as solicitous. 5. B - There are many expectations of users of technology today, such as shutting off your cell phone in church or a meeting, not being abusive or vulgar in cell phone or online communications, and dozens more. 6. B - Without effort to understand the fundamental communication customs of many countries, a person will too often come off as condescending, crass, offensive, and hostile. Reference Thill, J. V., & Bovee, C. L. (2015). Excellence in business communication (11th ed.). Upper Saddle River, NJ: Pearson Education.