From: Personnel Services (Patrick Powell) 2/5/2002

From: Personnel Services (Patrick Powell) 2/5/2002

COMMUNICATING DIPLOMATICALLY

No matter how difficult it may be to communicate certain information, you can make it easier if you follow five simple recommendations. These tips are not steps in a sequence; they interact with each other. Using them when you communication can help you build the alliances and achieve the results you need at work.

1. Plan Ahead

- Make sure you understand exactly what you want to say and why. You’ll be more confident in your communication and better able to explore the options you’ll be discussing.

- Make an outline of the key points.

- If appropriate, ask other involved in the discussion to prepare for the specific topics they need to discuss.

- Get background information on the people you’re dealing with, and take their viewpoints into consideration.

2. Take a Seat

- Throughout history, people have stood to fight and sat down to negotiate. Sitting down invites people slow down, consider carefully what they say and go into greater depth.

3. Remember Your Sense of Humor

- The need to communicate often results from unresolved tensions that make everyone anxious. A little humor breaks the tension and brings people together.

- Be careful to avoid humor that’s directed against another person or group of people.

- Choose jokes or anecdotes that everyone can relate to.

4. Allow Enough Time

- Avoid pushing others to give or receive information or make decisions faster than is comfortable for them.

- Allow enough time to cover the subject.

- If the discussion requires more time than you planned for, set another time to continue the discussion.

5. Really Listen

- Good communication requires good listening. But it’s not enough to listen just once.

- Keep listening, even when you think you understand what’s being said. Deeper levels of meaning may emerge during your conversation.

- Repeat to the other person in your own words what you feel he or she is trying to say to make sure you got it right: “I believe you are saying…”

(Reference: Parlay International, Adapted from "Communicating Diplomatically," Copyright Parlay International, Emeryville, CA. Distributed under licensing agreement to BYU-Idaho employees.)

From: Personnel Services (Patrick Powell)

Telephone Etiquette Skills

Telephone manners are very important. Your voice over the phone is often the first or only impression a person receives of you and of the organization that you represent. Listed below are the ways to use the telephone effectively: (Resource: School To Work A Student Handbook, Writers Inc., pgs. 216-217)

Telephone Talking Tips:

·  Speak slowly and clearly into the mouthpiece. Do not chew gum, eat, or drink while you are talking on the telephone.

·  Let your voice communicate that you are capable and interested in the caller.

·  Be friendly, but do not waste time. Get to the point of the call.

·  Be a good listener and pay attention to the person on the other end of the line.

·  Turn off background noise such as the radio or television.

·  Remain calm during the conversation, even if the person on the other end is not.

·  End the conversation with a courteous comment such as "Thank you" or Good-bye." Then replace the receiver quietly.

When placing a call . . .

Identify yourself. ("Hello, this is ______in the ______department.")

If you have several items to discuss, make a list beforehand so that you do not forget anything. Have necessary information near you.

If the person you are calling sounds busy, ask if you can call back at a more convenient time.

If you want your call returned, give your name, your telephone number, and a time when you can be reached.

Use available technology such as answering machines, e-mail, and faxes to leave messages.

When answering a call . . .

Try to answer the telephone by the second or third ring.

Identify yourself and the organization that you represent. ("City offices. John Jones speaking.")

If the call needs to be transferred, politely ask who is calling. (Ask before putting the caller on hold, and do not leave the caller on hold for long.)

Keep note-taking materials near your telephone. If you need to take a message, be complete and accurate.

Writing Telephone Messages:

Telephone messages in the workplace must be taken carefully and delivered promptly. Taking messages well requires two important criteria: (1) being polite and professional on the telephone and (2) recording all the facts correctly. Double-check the numbers and spellings with the caller and use the 5 W's as a checklist.

·  Who is the message for? Who is the message from?

·  What is the message?

·  When is the meeting or appointment mentioned in the message? When was the message written?

·  Where is the receiver of the message to call back?

·  Why is the message important--what is the purpose?

After you have taken the message, deliver it promptly. You may fill out a standard message form by hand or use electronic mail (e-mail), depending on the situation.

(Reference: Adapted from the web site http://www.kane.k12.il.us/enetproj/BeattyDirk/proj3a1.htm)