Helen PerryTips...

Food For Thought:

-  A weakness is only as strong as the power we give it.  

-  Excellence Formula:  Rather than working harder at what isn’t working, think differently, and accomplish more.  

-  Whenever you lock onto something, you can’t help but lock something else out, which creates scotomas (blind spots) and retards growth.

-  We do not follow directions, we follow words.  For example, if we are told, Don't think of a black dog, we follow the words, not the directions, and STILL think of the black dog.

-  Unhandled details could be our greatest expense.

Telephone Technique:  

Communication =  86% Tone of Voice, 14% Words

1.     Identify the caller. 

2.     Hold the receiver 1 to 2 inches from your mouth and slightly below it, by the chin.  A light voice is most appropriate – loud enough to be heard but not loud enough to wake someone sleeping nearby. 

3.     Test your voice with an answering machine. 

4.     Use yawn-sigh to decrease tension. 

5.     Concentrate on using a “friendly” voice.  (Are you irritated at an interruption?  Busy with something else important?)  Visualize the person on the other end of the phone line to give a personal quality to your voice. 

6.     Remember you are talking to a person, an individual.  Use that person’s name frequently in the conversation. 

7.     SMILE when you are talking. 

8.     Speakerphones can adversely affect the quality of the transmission and affect intelligibility.  Test for distance from your speaker.

Telephones and the Voice:

1.  You can’t expect the equipment to do all the work.

2.  Telephones only transmit your voice, they don’t improve it.

3.  There are no visual cues to support the message.

4.  Emotions are easily conveyed over the phone.

5.  We project our personalities over the phone through the use of our voices.  A good phone voice image is an asset.

Recommended Reading List - Customer Service/Stress/Trends:

Recommended Reading List - Basic Etiquette:

There are many etiquette books available, but these two are favorites for their emphasis on business and strong introductions to international protocol:

Professional Tips from A-Z:

Attire in the workplace:  good, bad or indifferent--clearly reflects the company.

Break - the proper length of a trouser on men or women causing a 3/4" indention over the shoe.

Color, fabric, fit, and style are the most important elements of clothing.

Don’t chew gum, use a toothpick, remove shoes, or apply makeup in public.

Eyewear makes a strong visual statement.  Update every 2-3 years.

Facial hair is more acceptable in artistic fields than in conservative businesses where it may evoke mistrust.  (Religious customs may be an exception.)

Grooming and hygiene are consistently rated top priority by employees at all levels.

Hair on women below shoulder length is most acceptable worn back.  NO “chip clip” accessories!

Impressions made upon first meeting last.  Among the 11 assumptions made within 30 seconds are trustworthiness, moral character, future potential, and educational heritage.

Jeans, if permitted in Business Casual dress codes, must be crisp, spotless, and worn with quality accessories to project professionalism.

Keep e-mail correspondence clear, concise, grammatically correct, and polite.  Use spell check and avoid using all caps as it is considered to be shouting at the recipient.   

Laughter used appropriately can increase sales, employee retention, and mental health.

Mobile phones should be turned off during meetings, meals, performances, and parties.

Neglect breaks contracts.  Don’t drop the ball—follow up promptly.

Open-toe shoes are acceptable in more liberal arenas such as high-tech communications and unacceptable in most conservative businesses. 

Project ultimate trustworthiness by erect posture and sincere eye contact.  Hands should be easily seen to communicate that you have nothing to hide.

Quality shoes and belt with an impeccable shine are vital to Business Casual attire.

Research among U.S. execs:  Majority indicated jeans, sneakers, mini skirts, leggings, leather pants/skirts, tattoos, bare legs, and sandals as unacceptable Business Casual attire.

Solving problems for customers with whom you have an established rapport is 98% more efficient.

Tone of voice comprises 38% of face-to-face communication and 86% of telephone communication.

Universal Maxim:  What kind of a company would this be if everyone in it were just like me? –Immanuel Kant

Visible body piercing is professionally unacceptable.

Words are 7% of face-to-face communication and 14% of telephone communication.

X-cuse-proof your mindset and your dialogue.  Tell others what you CAN do for them.

Your appearance greatly influences the attitudes of your subordinates.

Zippered garment bag – excellent for keeping a fresh business suit and grooming items at the office should the need arise to change from Business Casual.