Administrative Assistant's Update

5 Administrative Assistant's UPDATE Choose mode wisely to communicate well By Julie Blais Comeau Have you ever called a client to find out if he received your email about the let- ter of agreement that you sent by mail? We are in the era of technology and of diversity. To be an effective commu- nicator you must consider (1) the level of formality, (2) the sensitivity of the topic, (3) the urgency of the message, (4) the number of people involved and (5) the recipient's access and ease with the chosen mode. For example, my mom's dentist sends text messages as reminders. She does not have, nor want, a cell phone. She missed her annual checkup. To help you choose wisely, here are advantages (A) and disadvantages (D) of each communications mode. Email A: Non-invasive and does not inter - rupt the other's productivity. D: May not get attention it deserved. Ideal to document situations or update projects. Postal mail A: Personal, rare and can be collected as a keepsake. D: Takes time to choose the card, write it, mail it and will take a few days to arrive. A letter or a card is perfect to congratu - late or show your gratitude. Instant messaging and texting A: Quick and direct. D: Must have a pre-established rela- tionship. May be misinterpreted. Make sure to respect work hours based on times zones. In person A: All the senses are solicited. D: Your body language could betray your feelings. Travel, parking and other expenses may be added. You and the other can benefit from the "Vs": visual, vocal and verbal mes- sages. Phone A: Quick and direct, allows feedback and note taking. D: May play phone tag, could inter- rupt work flow and the visual mes- sage is missing. Most effective when scheduled ahead with a specific duration. Videoconferencing A: No travel time and costs. D: Missing the proximity of the other person and is dependent on inter- net connections. Perfect for coaching and strategizing. Remember effective communication only happens when your recipient gets it. Perception is reality. If he or she did not understand your message, you did not communicate effectively. Julie Blais Comeau is Chief Etiquette Officer at etiquettejulie.com, a firm dedicated to teaching the interpersonal skills necessary to professional success: client service, business etiquette, international protocol and cultural intelligence. She is a professional speaker, author and media collaborator. Book Julie for your next training activity julie@ etiquettejulie.com. Julie Blais Comeau A three-second trick to improve your EQ Managing one's emotions in the heat of a discussion takes a discipline that not all of us have. "Emotional intelligence is the ability to make your emotions work for you rather than against you," says Justin Bariso, consultant and author (EQ Applied: The Real World Guide to Emotional Intelligence). Bariso, in an interview with entrepreneur and best - selling author Kevin Kruse, admitted to being "quick to speak, sometimes more quickly than I should be," and credited a comment by comedian Craig Ferguson with introducing him to three questions that struck him as key to controlling his impulse to speak without thinking. The three questions: Does this need to be said? Does this need to be said by me? Does this need to be said by me now? While Ferguson's comment was meant to be humor - ous (he said it took him three marriages to learn that lesson), it stuck with Bariso as appropriate for his extroverted personality type. For introverts, he adds, "their tendency is probably not to speak up, and they often regret that." A question they might ask, Bariso suggests, is "Will I regret not saying this later?" "So it's all about self-awareness," Bariso concludes." Learning to identify your own tendencies, your own emotions, and then devising a strategy to help you in those moments."

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