Interaction Intelligence

1. Interaction Intelligence

2. What Makes Human Beings Different from Animals ? • Answer - It is the way they carry themselves in the society. Here comes the importance of manners and etiquette. • It is essential for an individual to behave in a responsible manner acceptable to the society. People around us must not feel embarrassed by our behaviour. One should not behave irrationally or illogically in public.

3. What is Etiquette ? • Etiquette in simpler words is defined as good behaviour which distinguishes human beings from animals. • Human Being is a social animal and it is really important for him to behave in an appropriate way. Etiquette refers to behaving in a socially responsible way. • Etiquette refers to guidelines which control the way a responsible individual should behave in the society.

4. Introductions • Rule 1: - State the name of the person being introduced to. This is the ‘higher-ranking’ person. • Rule 2: - Say “I would like to introduce” or, “please meet” or, “this is,” etc. • Rule 3: - State the name of the person being introduced. This is the ‘lower-ranking’ person. • *Gender – Sometimes people introduce a man to a woman

5. Examples •  Introduce a younger person to an older person. “Aunty, please meet John, my neighbor.” • Introduce a relatively junior professional to a senior professional. “Ms. VP, I would like to introduce Mr. Singh, the Chief Designer for our software division.” • Introduce an employee to a customer. “Mr. Zan, I would like to introduce our plastics engineering team. This is Don Jones, Tim Lee and Ralph Richards. • Introduce a host to a guest. “Elaine, I don’t think you have met my daughter, Jenny. Jenny arranged for all the food at this festival party. Jenny, Elaine is my Project Manager.”

6. Handshakes • We spoke about the importance of handshakes. • They should be: Firm but not squeezing Not Limp A handshake signifies confidence.

7. Cultural Approaches • In the USA, it is normal for men to shake hands when they meet, but it is quite unusual for men to kiss when they greet each other. Greetings are casual – a handshake, a smile and a ‘hello’ will do just fine. • The British often simply say ‘hello’ when they meet friends. They usually shake hands only when they meet for the first time. Social kissing, often just a peck on the cheek,  is common in an informal situation between men and women and also between women who know each other very well. • French nationals, including children, shake hands with their friends and often kiss them on both cheeks, both upon meeting and leaving. • In Japan, the common greeting for men and women as well is to bowwhen they greet someone, as opposed to  giving a casual handshake or a hug. • In Arab countries, close male friends or colleagues hug and kiss both cheeks. They shake hands with the right hand only, for longer but less firmly than in the West. Contact between the opposite genders in public is considered obscene. Do not offer to shake hands with the opposite sex.

8. Cultural Approaches • Hungarians like to use the friendly greeting form of kissing each other on the cheeks. The most common way is to kiss from your right to your left. When men meet for the first time, the casual norm is a firm handshake. • In Belgium, people kiss on one cheek when they meet, regardless of the gender or how well they know each other. • Chinese tend to be more conservative. When meeting someone for the first time, they would usually nod their heads and smile, or shake hands if in a formal situation. • In Russia, the typical greeting is a very firm handshake. Assume you’re trying to crush each others knuckles, all the while maintaining direct eye contact. When men shake hands with women, the handshake is less industrial. It is considered gallant to kiss women three times while alternating cheeks, and even to kiss hands. • In Albania, men shake hands when greeting one another. Depending on how close the men are with each other, a kiss on each cheek may be common as well. When a man meets a female relative, a kiss on each cheek, or two per cheek,  is common. With friends or colleagues, normally a light handshake will do. Women may shake hands or kiss each other on both cheeks. • In Armenia, by tradition, and especially in the rural areas, a woman needs to wait for the man to offer his hand for the handshake. Between good friends and family members, a kiss on the cheek and a light hug are also common.

9. Addressing colleagues • Clarity Be as clear and as specific as possible in all verbal communications and especially when you are asking someone to carry out a task for you. • Summarise If you are not sure that people understand you, either summarise what you have said in different words, or ask them to summarise your message in their own words. • Observe Responses Observe response to your message. What people are thinking is not always expressed verbally. Read people’s thoughts by watching their facial expressions, hand and foot gestures. Look at their eyes for signs of confusion, disagreement, disbelief, resistance or understanding. • Background Noise If there is background noise, speak loudly or move to a quieter area.  Reinforce verbal communication, especially in noisy areas, with gestures.

10. Addressing colleagues • Use of Voice To keep people’s attention, modulate your voice.  Speaking more loudly or softly, more quickly or slowly increases interest in what you say. Pause before and after a key point to allow it to fully register. • Eye Contact Maintain eye contact with those to whom you are talking. Bear in mind their cultural background. In some cultures, excessive eye contact is a sign of disrespect. • Undivided Attention Pay attention. Avoid interruptions. Don’t hold two conversations at the same time. • Emphasise Important Points To communicate an important point, raise your voice slightly or speak deliberately. Let your body language reflect the importance of what you are saying by leaning forward, opening your eyes wider, and using appropriate hand gestures.

11. Addressing colleagues • Positivity Begin conversations positively. If there is potential for conflict, start off with something on which you both agree to set a positive atmosphere. • Choose your words Avoid using ‘but’ to join sentences. ‘But’ puts people on the defensive. Use ‘and’ to join sentences, it is far more positive.  And where possible, use ‘I’ messages. Using ‘you’ makes people defensive.

12. Email Etiquette • Subject • Email to the point • Spell Check • Email only relevant parties • Include a Signature • Disclaimer

13. Subject • Every email should have a subject • This must allude to the purpose of the email • Should be short

14. Getting to the point • Don’t write a thesis • Don not use slang or shorten words • Don’t type in all Caps • Don not write in red font • Only use familiar acronyms.

15. Double checking your email • Spell Check • Proof read your message before sending • Grammar Check (Copy to Ms Word) • Ensure all attachments are indeed attached • When replying: - see who the recipient is. (Reply all) • When sending multiple emails to unrelated parties: BCC

16. Signature _ _ _ Best Regards Jason C. R. Charles • Placement Officer - Career Management College of Science Technology & Applied Arts of Trinidad & Tobago 9-11 Melville Lane, Port of SpainTelephone: 625-5030 Ext 5313 Fax:  (868) 624-3911 Email:jccharles@costaatt.edu.tt

17. Email Tips • Treat Email as you would printed letters • Check your email often • Email and phone messages should be returned within 48 hours • Never assume your emails are confidential • Don’t ignore an email… ensure you read and understand before you delete. • Create a separate email for personal use. • Do not reply immediately following an emotionally-charged email. Calm down and give your response some thought. • (Use of Auto reply) • CYA

18. Business Telephone Etiquette • Vocal quality- 70% • Words spoken- 30% • What you say and how you say it are important • Be sure listener gets message loud and clear • Avoid using a cell phone in areas with questionable service- static is annoying • Do not chew, eat, or drink while on the phone • Mute when not speaking or asking a question • Do not interrupt others

19. Closing a Call • Thank the person(s) for the call • End on a positive note • Do not say “See ya”, “Bye-Bye”, or “Later”. Say Goodbye.

20. Voicemail Etiquette • Who • What • When • Where • Why

21. Voicemail Etiquette: Greeting & Messages • Write it out and practice • Smile when you speak • Do not use sound effects or gimmicks • Briefer is better

22. Tipping • Wait staff & bartenders • Delivery drivers • Head waiters • Wash room attendants • Bell staff & Skycaps • Chambermaids • Room service • Calling a Cab • Taxi

23. Business Cards • Have a stock of recently printed business cards on hand. • A business card should convey your basic contact information such as your name and email. • When offered a business card, say thank you and present your card in return. • Can be used as enclosures in gifts, information packets, or with flowers

24. HANDLING PEOPLE: Every business person should learn basic etiquette to deal with people. Of course, there are number of written and unwritten rules and guidelines and when in doubt stick to the basic and follow.•Build good relations with peers and subordinates. •Never differentiate people based on designations and rank. • Memorize the names of the people. If not, then correlate the name of the person with that of your previous acquaintances with in your mind for effective retention. Make a good practice of collecting the names of the people with their phone numbers, date of birth, family details. This will help you to build strong relations with them. • Learn to appreciate people sincerely. If it is essential to criticize, do not attack the person rather attack his behavior as it takes the matter away from person-centric to problem-centric or behavior-centric. • Never surprise your boss. Always keep him informed about the work related activities and try to be in the good books of your boss.

25. Thank You • Questions??