Basic Communication Skills. Field of Consciousness ESTABLISHING RAPPORT.
Business etiquette establishing rapport
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Transcript of Business etiquette establishing rapport
Hungary
4th February, 2014
Etiquette is an unwritten rule synonymous with manners
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Etiquette is variously defined as– Politeness– Consideration– Thoughtfulness– Good manners & behavior
It is treating others as you would like to be treated with consideration, thoughtfulness & courtesy.
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You only have ONE opportunity to make a good first impression
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When meeting someone, shake their hand firmly, look directly into their eyes, and say their
name in your mind three times.
Words only account for 7% of an initial impression.
Vocal quality accounts for another 38%.
The rest of 55% of any first impression is based on non-verbal perceptions of appearance and behavior.
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To gain and increase respect, first establish your presence in a room, then smile.
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Think of it as a one or two sound bite commercial
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A sound bite, the length of time available in television to engage viewers' attention before they tune out, has decreased to 7 seconds currently because we are all so overexposed to visual and oral stimuli.
Construct an introduction that is interesting and catchy, yet still professional
Handshake types•Controller•Sandwich•Dead Fish•Limp Fingers
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Those few seconds you "shake" can empower or weaken a relationship
Ingredients of a Good Handshake
Hold the person's hand firmly.
Shake web-to-web, three times maximum.
Maintain constant eye contact.
Radiate positive aura.
Make it and keep it!
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When to lookBegin as soon as you engagesomeone in a conversation.
Where to lookImagine an inverted triangle in your face with the base of it just above your eyes. The other two sides descend from it and come to a point between your nose and your lips. That's the suggested area to "look at" during business conversations.
How long to look
It is suggested about 80 - 90 percent of the time.
The most important point about introductions is to
make them
Failing to do so causes embarrassment and discomfort.
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• In business, introductions are based on power and hierarchy
• Gender plays no role in business etiquette; nor does it affect the order of introductions.
• Introduce someone from your firm to a client or customer.
• Introduce a junior executive to a senior executive. • As you say each of the individuals' names, look at
him or her.• The way you respond to someone else's
introduction is just as important as making the introduction
• Always stand for introductions and offer your hand.
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• Confess and express sincerity and warmth. Say: „I am so sorry. I have completely blanked on your name.”
• Ask the person to please repeat his or her name.
• Ask the person how he or she prefers to be addressed.
• Try „The set up”. Send a set up person tover to introduce himself and then report back to you.
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• Never leave your home or office without your cards and plenty of them.
• Keep your cards in a quality business card case that protects them from wear and tear.
• Invest in quality business cards.• Know where your business cards are at all times. • Hand them out with discretion. Never assume
someone wants your card, ask first!• Never ask a senior executive for his or her card ; many
will exchange cards with others of similar rank.
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• Give and receive cards with your right hand–the hand of discretion.
• Give the card so the person who is receiving it can read it without having to turn it around.
• Always make a comment about a card when you receive it.
• Keep your business cards up to date. • Don't write notes to yourself on someone else's
business card during the exchange unless they appear relevant.
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After introduction, you’ll need a small talk
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Small talk makes people comfortable before business or a serious conversation begins
Small talk topics should be light and unemotional
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Good small talk is like the tennis game.
Someone receives the ball, answers a question, and then hits the ball, asks a question.
The goal is to keep the conversation alive.
Conversational skills can be acquired if we are willing to do some preparation:
• Look the person up on LinkedIn to find out about his or her interests and achievements
• Arm yourself for conversation: you need topics and materials to discuss so keep yoursel up-to-date on current issues
• Use „safe” topics
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• The weather: it affects us all
• A good book: this is a sign of an intelligent, aware, curious individual which will reflect well on you.
• Transportation: We all have direct experience.
• Your surroundings: This can be anything from the actual room or to the city itself.
• Sports
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Do not ask about:•religious beliefs•financial situation•any illness•details about a divorce or an affair•someone's weight, height, shoe size, age or mental health.•harmful gossip; and•telling racial, ethnic, and sexually oriented jokes
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• First, observe. Your small talk will be more effective if you take the time to look for the best possible icebreaker.
• Stay safe.
• Ask open-ended questions.
• Make strong eye-contact, the key indicater of your interest and respect.
• Be aware of your body language revealing how you really feel.
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