INTERPERSONAL COMMUNICATION

BUSINESS RULES FOR MEETING AND GREETING

1) Stand up when you meet someone
-Allows you to engage the person on an equal level (eye to eye)
-if you remains seated, you send a message that you don't think the other person is important enough (for
you to stand up)
2) Use first names of people whom you have just met only they give you permission
-Not everyone wants to be addressed informally on initial encounter
-better to err on the side of formality (than to offend someone right off the bat)
3) Make Eye Contact
- means you are focused and interested in them
-If you are staring off somewhere else, may appear to be looking for someone more to your liking to come
along
4) Introduce Yourself Immediately
-As soon as you approach people you don't know or are approached by them, say who you are
-Don’t stand around as if someone else will introduce you
5) Include a statement about who you are when necessary
-not always enough to say, "Hello, I'm Julia Rashid”.
-more information. "Hello, I'm Julia Rashid. I work for XYZ Corporation."
6) Offer a firm handshake
-Extend your hand as you give your greeting
-puts a hand out first comes across as confident and at ease
-Make sure that this part of your greeting is professional
-Don’t offer bone-crushing grips or wimpy limp-wristed shakes
7) Learn on how to make smooth introduction
- introduce less important people to more important
-to say the name of the more important person first, followed by the words "I'd like to introduce...". then
give the other person's name
- add something about each person (to know why they are introduced & have some info to start
conversation)
8) Know who the more important person is
- client or the business prospect is more important than your boss
- hope your boss agrees
 USEFUL EXPRESSIONS
Formal Expressions
Self-introduction Introducing others
Hello, how do you do? I’m … May I introduce you to …

Let me introduce myself. My name is … Mr/Mrs/Ms …, this is Mr/Mrs/Ms …

I don’t think we’ve met. I’m … Dato’/Tan Sri/Datin/Puan Sri, have you met…?
This is …

Excuse me, are you …? I am …

Excuse me, are you …? My name is …

Informal expressions
Self-introduction Introducing others
Good morning/afternoon/evening Hello (name) … Do you know …?

Hi, I am … (Name) … this is …

Hello, my name is …

Sorry, are you …? I am …

Note: Remember to give brief information about yourself or other people when making
introductions. Also, pay attention to your intonation and facial expressions in order to
show your formality or informality.

TELEPHONE SKILL

GENERAL RULES OF TELEPHONE ETIQUETTE

When you make or answer a call, you should be:
• polite – in the words and the tone of the voice you use.
• prepared – have all the relevant details (names, dates, numbers).
• concise and considerate – do not waste the other person’s time.
• polite and helpful – try to help or find someone who can help the caller

LEVEL OF FORMALITY
If you are too formal, people might find it difficult to feel comfortable when they talk to you
If you are too informal, people might think you are rude!.
 PERSUASION vs NEGOTIATION

PERSUASION

form of influence that induces to undertake a course

of action or embrace a point of view by means of
argument or reasoning
process of guiding people towards the adoption of an
idea, attitude, or action by rational and symbolic
means.

It is a problem-solving strategy and is meant to

benefit all parties in the end.

NEGOTIATION

process whereby interested parties resolve

disputes, agree upon courses of action,
bargain for individual/collective advantage,
and/or attempt to craft outcomes which serve
their mutual interests

PERSUASION vs NEGOTIATION
WHAT MAKES A GOOD NEGOTIATOR STRATEGIES FOR SUCCESSFUL NEGOTIATION THE DON'TS
AND PERSUASION

Know what you want and what you
would be prepared to accept.
Good communication skills in terms Make decisions before discussing
of building good rapport, picking up with your colleagues.
cues, nonverbal communication and
also being able to clarify and
summarise regularly.

Listen, seek to understand then seek Being flexible (think critically and Attack the people, emotionally
to be understood. creatively). and/or physically

Use reason and logic not dogma. Being able to stress the positive Being emotional, anxious and
consequences of your proposal if unreasonable
accepted.

Look for shared goals. Let the other party know the
negative consequences of your
proposal if rejected.
FORMS OF LANGUAGE USED IN PERSUASION AND NEGOTIATION

To show understanding or To object on a point or offer To close a deal

agreement on a point

➢ I agree with you on that
point.
➢ That’s a fair suggestion.
➢ So, what you are saying is
that…
➢ In other words, you feel
that…
➢ You have a strong point
there.
➢ I think we can both agree
that…
➢ I don’t see any problem with
that.
➢ I understand where you are
coming from, however…
➢ I’m prepared to compromise,
but…
➢ The way I look at it…
➢ The way I see things…
➢ If you look at it from my
point of view…
➢ I’m afraid that I had
something else in mind.
➢ That’s not exactly how I look
at it.
➢ From my perspective…
➢ I’d have to disagree with you
there.
➢ I’m afraid that doesn’t work
for me.
➢ It sounds like we've found
some common ground.
➢ I'm willing to leave things
there if you are.
➢ Let's leave it this way for
now.
➢ I'm willing to work with that.
➢ I think we both agree to
these terms. ➢ I'm satisfied
with this decision.
➢ I think we should get this in
writing.
➢ I'd like to stop and think
about this for a little while.
➢ You've given me a lot to
think about/consider.
➢ Would you be willing to sign
a contract right now?
➢ Let's meet again once we've
had some time to think

NON-VERBAL COMMUNICATION USED IN PERSUASION AND NEGOTIATION

Body Language Possible meaning

Avoiding Eye Contact • Lying

• Not interested
• Not telling the whole truth

Serious Eye Contact • Trying to intimidate

• Showing anger

Touching the face/fidgeting • Nervousness

• Lack of confidence
• Submission

Nodding • Agreeing
• Willing to compromise

Shaking the head/turning away • Frustrated

• In disbelief
• Disagreeing with a point