Everything Speaks Debra Cross Everything Speaks Fall 2011

What this is not Image consultation Personal stylist session Judgment about personal choices

What this is A chance to renew and refresh your message A reminder about your institution’s message

Agenda Your brand The value of deportment Your telephone demeanor Your electronic brand The visual reflection of you

Defining Your Brand Describing your authentic self Representing your institution Delivering the message

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On the Phone Most people remember only 10% of what they hear

On the Phone Equipment – Headset, hand held, conference/speaker phone Have information at hand Would it help to stand? Be engaging Clarify acronyms & jargon Update your voic message Respond to messages Leave voic messages cleanly & clearly

The art of conversation What gets in the way? Generational challenges & opportunities Focus on the issues Listen What are detractors? Why does your voice matter?

Voice How does voice sell your message? – Conversational tone – Volume – Vocabulary – Clarity – Uptalk “The words you choose to say something are just as important as the decision to speak” - Unknown

Understand your institution’s standards – Font/color with professional settings – Skip text talk Is this message right for ? – What is the purpose? – Is it effective? Think about your recipient – Would I say this to the person’s face? Specific subject line Use recipient’s name

Step away from the keyboard! All caps Be prudent with personal Sloppy Jokes Loooong messages Overly shared Overly bounced Reply all Angry Gossip/critical/complaining A dodge Sarcasm Forwarding without permission

Internet Identity How do you want to be perceived? – Professional – Personal Monitor your own name Monitor photos Manage your privacy settings carefully You don’t need to share everything

Most people remember 80% of what they see

Appearance in dress Not to be underestimated

Appearance in dress Doesn’t have to break the bank – Be practical Consider multiple combinations Pre-set options Know your institution’s dress code Be appropriate – consider your setting Casual days

Can’t go wrong Appropriate – Setting – Age – Task Fit – a tailor can be your best friend Pressed Updating doesn’t have to be “trendy” Care for your clothes Grooming Tattoos & piercings Authentic Don’t forget shoes and accessories

Be authentic Radiate confidence, credibility, competence Highlight your best self Don’t let your appearance get in the way of your message

Resist! Poor fit Worn out clothing Logo tee shirts Overuse of perfume/cologne Baseball caps Head to toe trends Casual wear Break lines where they shouldn’t be Too revealing Beach wear Shear or overly clingy attire

Do! Dress for the job that you want; not the one you have Rather than choosing based on how your feel, choose how you want to feel Have a professional photo taken

Remember – You own your brand – You’re sending your message and that of your institution – You can be a leader

Thank you! Questions?

Sources Working World 101, Bridget Graham & Monique Reidy, 2009 Face To Face – How to reclaim the personal touch in a digital world, Susan RoAne Dress Your Best, Clinton Kelly & Stacy London, 2005 Emily Post’s Etiquette, Peggy Post Blogs.hbr.org Online.wsj.com Jobs.aol.com Amomknowsbest.com Golocalprov.com