In business, the rules of etiquette don't just cover your office behavior and e-mail content, they also include conversation etiquette with your colleagues. Business conversation etiquette is most commonly thought of during face-to-face interactions, but it's also relevant on the phone. In both cases, the old-fashioned necessities of listening and talking should be front and center.
You might be making small talk with your new supervisor, scoping things out with a new client before you try and close a deal, or calling another company's representative. No matter which of these instances is your reason for contact, knowing what to say and how to listen can be a building block to a better career, a new business partnership or just a fun conversation. Once someone is comfortable with you, you'll feel more comfortable with them, and attaining your goals (networking, persuasion, etc.) will come naturally. Not only can this help you get what you want, it will almost always earn you a great deal of respect.
Let's look at some fundamentals of business conversation etiquette.
Be formal
Being formal is classy. In business, you need as much class as you can get. Start with a handshake and if you're being introduced to someone, stick to using a title (Mr., Ms., etc.) until you get an invite for a first name. Logically, the handshake doesn't apply to a telephone conversation, but the name rule certainly does. You can also make things easier by giving them an invite for your first name, as well. Most importantly, once you've heard a name, don't forget it.
Remembering names signals respect, so do what you need to do to keep them in your memory bank. One easy way to do this is to mention their name during the initial conversation or even better, introduce them to someone else.
As the conversation progresses, stay formal and avoid letting any of your bad habits show. That means that chewing gum, speaking in the middle of a big bite or drinking during a sentence is out of the equation. This is especially unflattering in a telephone conversation. Instead, try sticking to small bites and sips if you're attending a business function with food and just avoid eating while you're on the phone.
When your chat is coming to a close, don't forget a closing handshake, another acknowledgment of the name and a business card exchange. By staying formal through each point in the conversation, you have displayed a solid balance of confidence and tact. If you're ending a telephone conversation be sure to thank your caller for their time and ensure that another conversation is sure to follow in the future, or a face-to-face if it's possible.
Stick with safe topics
The words that come out of your mouth are keys to a successful business conversation. Just like in the court of law, what you say can and will be used against you. One bad word and it could follow you for the duration of your business life.
A business conversation isn't meant to be emotional, so it should be pretty basic and drama free. The subjects that run the risk of inciting yells and shrieks usually fall under the umbrella of religion and money. If someone tries to get you going on a topic that you find controversial, don't get sidetracked and take the bait. Ignore those comments and if, by chance, someone else gets loud or emotional, try speaking to them in a lower tone of voice to defuse the situation.
Now that you know the topics, learn how to listen carefully and keep your yapper shut
So, what's fair game to discuss? A safe non-business topic is something that won't provoke an unnecessary amount of debate or any hostility to speak of (see above). Among business professionals, popular chatter topics include sports, current events, your personal background, and of course, your work. If you're doing business anyway, then talking about work can be smart, but people will find a little bit of variety refreshing. If you do talk about your career, just make sure that it doesn’t include talking about your boss or coworkers -- unless you have something nice to say about them, of course.
If you can stay safe, you needn't worry about making a topic choice that could turn into a conversational misstep.
Don't talk too much
Just like a good personal conversation, a quality business interaction needs a good flow to stay healthy. Some of us really like to talk, which is good when we're being social, but to someone who doesn't know you that well this can be off-putting and irritating in a business situation. What's worse: Someone who dominates a conversation or one who dominates a conversation without realizing it? Neither is very appealing, so try and steer clear of the whole aggravating situation altogether.
You can avoid either of those two traps by using a work-around that's designed to keep you from babbling incessantly. If you're asked a question, keep your answer to less than 60 seconds long. But don't use answers that are only a few words long either. The goal is just to keep a steady flow and encourage attentiveness in your colleagues. For a telephone conversation, being attentive is vitally important since you can't see who you're speaking to which makes it difficult to gauge their level of attentiveness. When you're not talking, let the other person finish their thought without jumping in and trying to finish it for them. When it's your turn to speak, they will grant you the same courtesy.
Just as you would treat your conversation partner with respect, make sure you treat everyone else in their company the same way. That includes everyone from their colleagues at a business event to their office assistants on the phone. Equal respect across the board makes your sincerity shine through. Furthermore, through telephone communication, it helps your chances of getting through when the person redirecting your call to a key business contact has a positive association with you.
If you can lay off the urge to talk too much and stay respectful, your words will count for more by coming through louder and clearer at the appropriate times.
Listen carefully
If you can avoid talking as much as a game show host, it's a snap to listen like a pro. Listening will help you get to know who you're talking to and work toward a solid bond, which is a building block toward healthy business partnerships down the road.
Besides the basic act of listening, the next best thing you can do for someone is to let them know that you're listening -- also known as, active listening. If you're talking in person, you can use body language (eye contact, head movements) in response to what they say. Try to always add brief comments that address their points and show an appreciation and understanding for what they're saying. Think of it as your way of sharing your understanding and attention level with the person talking.
Listening gets a bit more difficult if the person you're listening to doesn't have very much to say. Sure, you can politely walk away or hang up and cut your losses, but sometimes people want to open up. You can encourage them by asking a lot of open-ended questions and using keywords that hint at your interest in a topic and a desire to hear more. It could be as easy as saying something like, "I'm new to promotions. It sounds interesting, tell me more," to a promotions director from your company's trade partner. When you do this, it makes them feel comfortable and confident in what they're discussing and they'll be more willing to open up.
If you've got your listening skills down pat, you're all set.
the business k.i.s.s.A good business conversation is low on drama and high on simplicity -- the acronym K.I.S.S. (Keep It Simple Stupid) could not be more perfect for this situation. And regardless of the acronym, it's not actually stupid, it's just business. You can keep things interesting by encouraging chatter, keeping your answers concise and knowing how to listen. If you stay polite and formal in your interactions, you'll be well on your way to being a certifiable conversational etiquette wonder instead of an embarrassing chatterbox blunder. Stay sharp and happy hunting for your next round of business talk.
