Transcript Making the Right Impression

Making the Right Impression
Charlene M. Gaus
Regional Director, Volunteer Services
Penn State Alumni Association
Tuesday, December 13, 2016
Session Overview

“First” Impression – often made before meeting in person
 Phone
calls
 Email
 Social
 Web

media
pages
In-Person Meetings
 Verbal
 Non-verbal
Brand is just a perception, and perception
“ will
match reality over time. Sometimes it
will be ahead, other times it will be
behind. But brand is simply a collective
IMPRESSION some have about a product.
-Elon Musk
Engineer, Inventor, Explorer
”
Phone

Answer – preferably within 2-3 rings

Identify - self, title, institution

Be aware of language and tone

Minimize background noise

Put callers on hold

Transfer when necessary, but don’t
bounce around

Take/leave detailed messages

Use personalized voicemail greetings
Bottom line - COURTESY
E-mail

Header information – TO; CC; BCC; and SUBJECT

Body


Greeting and closing

Formatting

Length

Punctuation and grammar
Replying

Emotions

Timing

Reply versus reply all

Out of office
Social Media


Pictures

Profile

General photos
Tag lines and About me

Positive vs negative

Controversial topics

Vague or cryptic posts

Oversharing

Very vanilla

Multiple platforms
Web Pages

Personal web page

Photographs

Staff directories and bios

Professional organizations
In Person - Verbal

Avoid slang and jargon

Be positive

Be prepared

Listen and ask questions or add to
conversation

Don’t Interrupt

Use humor appropriately
“ When the eyes say one thing,
and the tongue says another, a
practiced man relies on the
language of the first.
”
-Ralph Waldo Emerson
In Person - Nonverbal



Attire

Clothing

Accessories

Scents
Body Language

Posture

Facial Expressions

Gestures
Vocal cues

Tone

Volume
THANK YOU!
SESSION EVALUATIONS WILL BE EMAILED.
CHARLENE M GAUS
[email protected]
814-863-7498