 September 2003 Food For Thought ********************************************** "Communication is the most important skill in life." " Stephen Covey Now We're Talking"¦ Communication Etiquette 101 From video conferences to text messaging to cell phones, technological advances have opened the door to a variety of communication vehicles. While many of these methods provide a quick and easy means to communicate with your employees and co-workers, it's important to remember the basics, and to stay professional at all times. In fact, poor or ineffective communication can result in a lack of cooperation and coordination, and an escalation of tension, gossip, and rumors at the workplace. It is your responsibility to ensure that information is disseminated properly and professionally" after all, it's your credibility on the line. Below are 20 rules to abide by for a variety of communication mediums. Telephone 1. Turn away from distractions, whether it's your computer, desk, or other work. While the person on the other end can't see you, they'll be able to tell if your attention is directed at something else. 2. Avoid industry jargon or acronyms. Slang runs rampant in the healthcare profession. Take special note of this when talking to a patient or customer. 3. Never eat, drink, or chew gum while on the phone" it's rude and distracting. 4. When leaving a message, always keep it short and to the point. Your name, number, and a one to two sentence explanation of why you're calling is sufficient. 5. Keep a pen and paper handy next to the phone. If you have to search your desk for them, you give the impression that you're unprepared and unorganized. Cell Phone 1. Use your vibrate function or turn off your cell phone when you're in meetings or with a patient. If you must take the call, excuse yourself, and take the call in private. 2. Use discretion when discussing private matters, such as health information or certain business topics in front of others. You never know who is within an earshot. 3. Avoid checking your voicemail or answering calls when you're in a meeting or while you're having a conversation with an employee or co-worker. 4. Be aware of your surroundings. Remember to respect the rights of employees and patients when walking and talking on your cell phone" not everyone wants to hear your conversation. 5. Adjust the volume on your ringer. Nothing is more annoying than a loud cell phone ring or jingle. If people down the hall can hear your cell phone ring, it's too loud. 1. Summarize the content of your message in the subject line. Also, try to limit the subject line to a few words. 2. Use blind carbon copies (bbc's) when sending a message that will go to a large group of people who might not know each other. Many people consider their e-mail address like their phone number" they don't want everyone to know it. Some people might be offended if strangers see their e-mail address. 3. Avoid using all capital letters. It's hard to read, and it makes it look like you're shouting. 4. Proof read. Always check for spelling and grammar. In addition, make sure that the tone and intent of your e-mail is clear" obviously when people read your e-mail they can't hear your voice to distinguish whether you're joking or being serious. 5. Keep it professional. Don't say or send anything that you don't feel comfortable with others seeing. Remember, that e-mail can always be forwarded on to someone else, without your knowledge. Face to Face (yes, people still do communicate this way!) 1. Don't doodle, take phone calls, or re-arrange your workspace while someone is talking to you. 2. Look the person in the eye" don't look to the floor or over their shoulder. 3. Don't interrupt. 4. In your own words, restate the main points that the person speaking to you has said, so they know you're listening. 5. Be aware of your body language. Crossing your arms or turning away from the person you are speaking with portrays the message that you're not interested in what they have to say. |