Awesome business communications strategies, tips, and resources provided by Ethan Chazin for entrepreneurs, start-ups, small biz owners and professionals

1. CABCAB 0002/010002/01
BizCommsBizComms
Weeks 8-9Weeks 8-9

2. • Taking & leaving messages on the telephone
• Asking for repetition
• Scheduling appointments
• Handling complaints
• Problem-solving
• Making concessions
• Resolving conflicts
Week 8-9 Class Agenda

3. Taking & LeavingTaking & Leaving
Voice MessagesVoice Messages

4. • At the beginning state your name, date, time
and telephone number.
• Speak slowly and be as clear as you can.
• At the end re-state your name and telephone
number.
• Send email follow up as needed – based on the
importance of the call.
Voicemail Message Nirvana

5. • Ask when the person you are trying to reach
will be back.
• State your name, phone/cell phone number,
the person that referred you to the person you
are trying to reach (if applicable) and the
reason for your call.
• Ask them to repeat your information back to
you.
• Don’t be condescending.
• Thank them and be sure to get their name.
• Do the same if you are taking a message for
someone else. Use clarifying questions.
Leaving Messages With Someone

6. Gain clarity by askingGain clarity by asking
for repetitionfor repetition

7. • “Can you please repeat that, so I can make
sure I captured your information correctly?”
• “To confirm, we agreed to meet on…”
• “I’d like to repeat that to make sure I captured
your information correctly…”
• “I’m sorry I couldn’t hear you. Can you please
repeat that?”
Gain Clarity. Request Repetition

8. SchedulingScheduling
AppointmentsAppointments

9. • Maintain ONE master calendar – multiple
calendars lead to confusion.
• Keep a 3-4 month calendar at work and your
home office.
• Avoid over-booking.
• Give yourself time to travel to/from meetings
and time to have POOST-meeting de-briefs.
• Send reminders 1-2 days before highlighting
the logistical details.
• Send agendas.
• Agree in advance who will be contacting whom.
Scheduling Appointments

10. • S
• X
• X
• X
• X
• X
Br

11. Handling ComplaintsHandling Complaints

12. • Never interrupt someone: let them finish.
• Take all of the necessary information.
• Empathy goes a LOOOOONG way.
• Set (manage) reasonable expectations.
• Commit to a plan to resolve and report back to
them.
• Keep in touch, and ALWAYS deliver on your
promises.
• DON’T internalize their emotions. Stay clam
and neutral but NOT cold.
Handling Complaints

13. Creative ProblemCreative Problem
SolvingSolving

16. That’s How It’sThat’s How It’s
ALWAYSALWAYS BeenBeen
DoneDone

19. DO IT ApproachDO IT Approach

20. DD Define the problemDefine the problem
OO Open your mind & applyOpen your mind & apply
creative techniquescreative techniques
II Identify the SolutionIdentify the Solution
TT Transform: implement theTransform: implement the
solution using an action plansolution using an action plan

21. Task Owner
Contribu
tors
Start End
Contin-
gencies
Status
1. Find
new work
space for
staff
Carol
Jackson
Feb. 1 April 1
Available
capacity
Open
1a:
Explore
space in
Main
building
Misty
Beasley;
Melissa
Benca;
Diana Nash;
Paul
Grayson;
Emmalyn
Yamrick;
Rosemary
Ampuero
Feb. 1 Feb. 15
Available
capacity
1b

22. BrainstormingBrainstorming

23. BrainwritingBrainwriting

24. The DisneyThe Disney
Creative StrategyCreative Strategy

25.  DreamerDreamer
 RealistRealist
 CriticCritic
Go through all 3Go through all 3
stagesstages

26. StarburstingStarbursting

27. StarburstingStarbursting
IDEA / Issue
Challenge
WHO
WHAT
HOW
WHERE
WHEN
WHY

28. MetaphoricalMetaphorical
ThinkingThinking

30. StudentStudent
ServicesServices
HealthHealthWellnessWellness
CareersCareers
AdvisementAdvisementHousingHousing
Major/minMajor/min
oror

31. ProvocationProvocation

34. Attribute ListingAttribute Listing

35. Student
Development
Career
Services
Counseling Residence
Life
Leadership Internships Crisis Intervention Student Housing
Coaching &
Mentoring
Self-Assessments Academic
Advising
Roommate
Matching
Employer
Matching

36. Reframing MatrixReframing Matrix

37. 44 PerspectivePerspective Approach!Approach!
• Product/Service Perspective: Is
something WRONG with the product?
• Planning Perspective: Are our
business plans faulty?
• Potential Perspective: If we increase
our workload, projects, service
offerings, how would we achieve this?
• People Perspective: Do we have the
right people in the right jobs?

38. ProblemProblem
PerspectivePerspective:
 X
 X
PlanningPlanning
PerspectivePerspective:
 X
 X
PotentialPotential
PerspectivePerspective:
 X
 X
PeoplePeople
Perspective:Perspective:
 X
 X
Problem Being AddressedProblem Being Addressed

39. SeekingSeeking
InspirationInspiration

40. Seek Help OnlineSeek Help Online

43. Making ConcessionsMaking Concessions

44. • Avoid making the first concession whenever
possible.
• Label your concessions, so everyone
understands what you are offering.
• Demand and define reciprocity.
• Make contingent concessions (Plan B, C, etc.)
• Make your concessions in installments, not ALL
AT ONCE.
• Take classes on negotiations.
Making Concessions

45. ““In life you don’t getIn life you don’t get
what you deserve;what you deserve;
you get what youyou get what you
negotiate.”negotiate.”

46. Resolving ConflictResolving Conflict

47. • Address issues early and directly with the
parties involved.
• Lock onto common interests to get to a positive
place where both parties are in agreement.
• Focus on the issues, not the person (emotions.)
• Understand the other parties’ position(s.)
• Never back the other party/both parties into a
corner.
• Focus on the present/future leave the past.
• Power differences affect conflict resolution.
• Address psychological concerns and the need to
“save face.”
Conflict Resolution

48. RESOURCESRESOURCES

49. Resources

50. Resources

51. Resources

52. Resources