Business Ethics

Can you hear me now?

This morning while I was doing some research for an upcoming article, I had a few questions about the information I was finding. I clicked on the "Contact Us" button on the site, and up came the PR contact for the company. I got his name, address, phone, fax and e-mail.
As I picked up the phone to call him, I rehearsed what I would say in my head...
"Hi, I'm a writer for CareerBuilder.com..." no, that doesn't sound right. "Hey, I'm looking for some more information on..." no, not that either.

I hung up. As I clicked on the contact's e-mail address and I quickly typed out my request, I thought about my actions. Why couldn't I just pick up the phone and call the guy? It's not like I was in 6th grade and calling my crush or anything.

And then it occurred to me - I sort of forgot how.

When it comes to the phone, the only people I really talk to are my friends and family - at work, e-mail is my choice of communication. In a time where technology rules, this isn't surprising, so I thought that if I'm having a problem, other's might be too.

Here's a quick lesson in telephone etiquette from Marjorie Brody, author of "Professional Impressions: Etiquette for Everyone, Every Day."

When the telephone rings...

Answer all calls within three rings, Brody advises. When you pick up, smile (she says it will come through in your voice) and identify yourself. For example, "Victoria Smith speaking" or "This is Victoria Smith."

Screening your calls

Everyone is busy - there's nothing wrong with having your assistant screen your calls, or screening them yourself - as long as everyone is getting screened, and not just certain people.
If you use voice mail to answer your calls, Brody suggests keeping your outgoing message up-to-date with the time you expect to return or be available.

Calling back

The sooner, the better, Brody says. Always return a phone call within 24 hours. Even if the call isn't about something you can help with, let the caller know so he or she can look elsewhere for help.

Scheduling a conversation

Scheduling a phone call is the same as scheduling a meeting, Brody says. You wouldn't ignore a meeting or appointment you made, so don't "stand up" someone who is waiting to speak with you.

Holding a conversation

Keep your full attention on the person you're talking to , no matter what else is going on around you, Brody says. Concentrate on listening - not on checking your e-mail, not doodling on a notepad - listening.

When you are the caller

Before calling, get organized. Know what you want to say and accomplish, Brody says. (This was my problem earlier!) Identify yourself immediately.

Oh, and never make any comments in your work area until after you've hung up, Brody says.

Even then, make sure it's on the hook - you don't want the other person to hear anything you say if they're still on the line.

Speakerphones
Plain and simple, unless you're on a conference call, using speakerphone is rude - don't do it, Brody says.
Voicemail

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You want your voice mails to be professional, Brody says. Keep the message brief; speak slowly and enunciate; and give your name and number at the beginning and end of the message.

"Be Constructive At Work"

Top Five Ways to Dish Out Bitter Truths at the Office

It's tough when you get negative feedback, but imagine how difficult it is to dish it out without hurting anyone's feelings. So how do you criticize someone nicely? I myself have yet to learn to do this. That's why I'm so thankful I'm not the boss.

While criticism is necessary for quality control and to ensure productivity at the office, it could disrupt the work flow when it's taken the wrong way. "We are universally reluctant to trigger the hurt feelings, angry defenses, or counter attacks that criticism so frequently arouses," observes psychologist Judith Sills, author of Excess Baggage: Getting Out of Your Own Way.

To make sure that criticism is truly constructive, Sills lists five ways to deliver negative feedback in the most positive light:

1. Don't be one-sided. You have to pair every negative with a positive. You can say: "You are an amazing problem solver, but you aren't following up with the paper work."

2. Stick to the facts. Give feedback on observable behavior only--don't speculate on internal attitudes. At the very least, wait for or encourage the person in question to tell you what's really causing him or her to turn in less-than-excellent work.

3. Make it clear. You have to be very specific about both the problem and the expected solution: "When you do X, it creates problem Y. Next time, try this..."

4. Go the distance. Extend yourself to maintain the relationship. After being criticized, most people withdraw. Counter that by making friendly conversation.

5. Look for the silver lining. Remember that reward is the most powerful change agent. Point out what's wrong and be heavy-handed with what's working will work in the future.

In light of these tips, Sills adds that you have to make the recipients of criticism understand that they can use the negative feedback as guides to being more efficient or productive.

Moreover, she advises that you have to make them understand that "the more they matter, the more managers will try to polish their strengths and file their rough edges."

Last but not least, keep in mind that courtesy and honesty go a long way when it comes to dishing out criticism. Most people will welcome the truth, no matter how bitter it is--as long as you don't force it down their throat.