Secretariado e Assessoramento Executivo

> Let the person talk. Don´t interrupt ! > Listen empathetically with full attention. > If you can, be of help personally. > If you cannot be of help personally, transfer the call to the person most likely to be able to help. > Never be defensive or rude. > Never become emotional. > Never tell the caller what you cannot do. > Take notes and repeat the person´s words back. > Tell the caller what you can do , then do it promptly . (written by Valerie Sokolosky, in The Little Instruction Book of Business Etiquette)

> Younger to older male executive: "Dear Mr. Jones" > Older to younger male executive: "Dear John" > Younger executive to older female executive: "Dear Mrs. Jones"  or  "Dear Ms. Jones" > Older executive to younger female executive: "Dear Jane"  or  "Dear Mrs./Ms. Jones" > To a titled professional: "Dear Dr. Jones"; "Dear Reverend Jones" > To a company: "Ladies and Gentlemen" > Close relationship: "Dear John"  or  "Dear Jane" > Position known, name unknown:  call and find out - spelling, etc....!! From: The Little Instruction Book of Business Etiquette, by Valerie Sokolosky