importance of professionalism

PN Student Night 2010: Business Etiquette

October 28, 2010

Jennifer Vessels

Your People Skills(85%)

YourKnowledge

(15%)

Your business success comes from:

Some experts estimate that 15% of your business success comes from your skills and knowledge, while 85% comes from your ability to connect with other people and engender trust and respect.

Study by Harvard University, the Carnegie Foundation and the Stanford Research Institute

Success Secrets

Management Successes(60%)

Management Failures(40%)

Primary reason for failure: their inability to build good relationships with peers and subordinates

Manchester Partners Study

New Management Recruits

Avoid the Fatal Career Faux Pas

Basics

1. Arriving late2. Being unprepared in

meetings3. Demanding attention4. Not portraying a

professional image5. Over committing and

under delivering

Communications

6. Multi-tasking (not paying full attention)

7. Failing to respond responsibly to voice mails and e-mails

8. Not using most effective mode of communication

Communication Challenges Increase with Modes

Instant Messaging with Prospects• Instant messaging is currently

the fastest growing form of corporate communication and is expected to overtake email in usage within the next five years

• Fastest way to communicate apart from phone or face-to-face

• Not everyone wants to use IM• People on IM are generally

Multi-tasking, be patient• Knock Before You Enter

Instant Messaging with Prospects• Fastest way to communicate apart

from phone or face-to-face• Not everyone wants to use IM• People on IM are generally Multi-

tasking, be patient• Knock Before You Enter; • Be Brief. Think short. Instant

messages aren't meant to be long-winded. Don't write an essay when a couple of words will do the job. Besides, IM programs limit the amount of text you can plug in.

• Watch What You Write

Text Messaging

• Use texting for messages that cannot be misinterpreted

• Be careful who is on your buddy list• Texts should be short and concise • Check the recipient’s number BEFORE

you hit “send”

Like Instant Message, texting can provide you with flexibility in your communications. Here are some guidelines to make the best use of texting in the sales process.

Selecting the Right Communication MethodFormat Advantage Disadvantage Sample Uses

Face toFace

• Real time response• Two-way communication• Allows relationship building• Non-verbal clues

• Difficult to schedule• Takes more time• Harder to control time

• Initial Meeting• Negotiation• Communicating complex topics

Phone Call • Real time response• Two-way communication• Spontaneous• Easy to schedule

• Can’t get non-verbal cues• No written record• Allows distractions/multi-

tasking

• Discussions• Discovery• Arrangements for meeting

Voice Mail • Fast and Efficient• Not time dependent• Some ability to edit• Can express some emotion

• One-way communication• Limited amount of

information can be communicated

• Open to misinterpretation

• Answer to specific question• Notification that you called• Clarification or supplement to

prior conversation

Web Conference

• Interactive and participative• Includes two-way and one-way

communication• Can share complex information• Can include voice, video, web and IM• Quick scheduling and notification

• Requires internet connection• Requires planning and

preparation• Requires that organizer has

usage license

• Meetings• Product introductions or launches• Demonstrations

VideoConference

• Real time response• Two-way communication• Visual as well as voice connection• Less costly than travel

• Difficult to schedule• Requires equipment• Lacks personal touch

• When face-to-face meeting is not possible

• Meeting with CEO• Meetings• Presentations

Guidelines for Selecting Mode of CommunicationFormat Advantage Disadvantage Sample Uses

E-mail • Fast and efficient• Not time dependent• Can edit before sending• Thread of associated e-mails

• One-way communication• Easily misunderstood• Impersonal• Can’t judge impact of

message

• Request or provide information

• Communicate or clarify details

• Scheduling a meeting

Instant Messaging

• Easy to use• Immediacy/Real time• Two-way communication• Can speed up information exchange and

decision making

• Disruptive• Security• Easily misused• May be too informal for sales

situation• Need Internet or mobile

access

• Urgent notification• IM broadcast• Brief collaboration

Text Messaging

• Easy to use• Immediacy/Real time• Two-way communication• Can speed up information exchange and

decision making

• Security• More expensive than IM• Easily misused• May be too informal for

specific business situation• Mobile access required

•Urgent notification•Text message broadcast•Meeting confirmation

MemosLetters

• Not time dependent• Can edit before sending• Provides written trail• Can set you apart / get attention

• One-way communication• Slow

• Official business correspondence

• Thank you note• Prospecting / attention getting

Professional Image

• My purpose in being here is to help you. • I am competent to help you because I have

the necessary information and/or training.• I am proud of the work I do and the trust

GH&J has placed in me by giving me the authority to serve you.

• You can count on me to be honest with you and honor my commitments.

• I respect you as a person and I expect the same from you.

Professionalism

Do you convey the following image and non-verbal messages to your managers and fellow employees?

At all times, your potential employers, customers, partners and colleagues are forming initial impressions of you. You want this to be your unique value.

Impressions

Roadmap to Success

Next Step Delivers Results

Amir Zoufonoun CEO Exalt Communications

“Thanks to Next Step we now have the right team, sales process and marketing resources in place for peak performance despite

the current economic conditions.”

SalesEffectiveness

EmployeeProductivity

Jennifer Vessels

Next Step

650.361.1902

www.nextstepgrowth.com

PN Student Night 2010: Business Etiquette