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TCE Communication
Respectfully & Honestly ~ a start
TCE Communication
“We communicate respectfully and professionally at all times.”
1 | Effective & Responsible Communication Guidelines
1.1 | Assume Positive Intent.
Always begin with a position of positivity and grace.
1.2 | Kindness Matters.
You are looking at a screen, but you are really talking to a person. If you wouldn't say it to a person's face, don't send it to them in a text message.
1.3 | Express Your Thoughts.
We live in different locations and often have very different perspectives. We want to know your thoughts, opinions, and feelings on things.
1.4 | Own It.
If you say it or type it, own it. If it hurts the company or an individual, even unintentionally, we encourage you to look at things from other points of view and apologize easily.
1.5 | Be a Role Model
1.6 | Feedback is Essential.
It is challenging to determine what is appropriate for every one of our team members across 60+ countries. We encourage team members to provide feedback and receive feedback in a considerate manner.
1.7 | Don't Underestimate a 1:1.
Asynchronous communication (e.g., via text) is helpful and necessary. In some cases (e.g., to clarify misunderstandings) it can be much more effective to jump on a Zoom video call.
1.8 | Always Adhere to our Anti-Harassment Policy and Code of Conduct.
Everyone should be comfortable in their work environment.
2 | Everyone is a Moderator
2.1 | Reach out respectfully
If you see something that concerns or offends you in any way. In that case, we encourage you to respectfully say something directly to the individual in a 1:1 format.
2.2 | Get Help
If you are not comfortable reaching out to the individual directly, please contact your direct manager or People Business Partner to discuss. Ultimately, the Only way to resolve issues is to respectfully talk with the person concerned.
3 | External communication
There are 8 key practices to consider during any meeting. They are the following:
3.1 | Video Calls
If this is your first time meeting a customer/prospect/partner/etc., turn on your camera when you login to Zoom. This will help to make the customer/prospect feel more comfortable as they are certain your undivided attention is geared towards them.
3.2 | Agenda
Always have an agenda prepped and ready to go. Share this with your audience. Ensure that all items on the agenda are accurate and ask if anything is missing that needs to be addressed during this call or in the future. When there is no agenda, it translates to you not caring.
3.3 | 70/30 Rule
Ask open-ended questions that leave the audience talking 70% of the time, while you are talking 30% of the time. So that you know, this varies based on the type of meeting that you are conducting. Be conscious of what questions need to be asked and to capture those items.
3.4 | Take Notes
Effective note-taking is a valuable skill that will help you retain and recall any critical details. Please be the person who knows all the details of your audience's needs.
3.5 | Adapt to Audience Tone
Before going into the business portion of your meeting, evaluate first the tone of the audience. Adapt your tone accordingly to appeal to various types of personalities.
3.6 | Mid-call
Halfway through the meeting, check in with your audience. Ask them what their thoughts are on the progression of this meeting and if what you're presenting is on the right track. This helps both you and the audience by re-aligning expectations and ensuring the meeting stays on track.
3.7 | Pre-Close Summary
10 Minutes (1-hour meetings) or 5 minutes (30-minute meetings) before ending the call, ask the audience to outline an agenda for the next step or meeting. This helps to secure next steps and to ensure there are no gaps in the process.
3.8 | Post Meeting Action
Immediately write down notes and next steps and input them into the proper directory (Google Drive, Salesforce, etc.).
3.9 | Two Block Rule
For in-person meetings with external parties, you should wait until you're more than two blocks from the meeting before discussing the results of the meeting. Nobody wants to hear themselves being discussed in the bathroom.
4 | Conclusion
4.1 | Acceptance
Know that we are imperfect beings and accept it. We do not need to conceal or pretend. Just be ourselves and acknowledge our past, and from this point, every effort you make will naturally result in growth. Celebrate each small achievement and let that be the spark that you need to change the world.
Signature: ______________________
Date: ___________________________
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