Does your Air Talent have strong etiquette skills?
I want to give a shout-out to talent coach extraordinaire Steve Reynolds for his motivation on this post after he read comments by Drew Horowitz and I on bringing etiquette back.
Is your air talent aware of the importance of practicing strong etiquette skills?
They have been warriors during the last year of the pandemic entertaining, informing and providing companionship for audiences in every market.
They like everyone have been under incredible duress to perform under unique circumstances.
Your talent is on the front line representing your brand day in and day out.
I believe it would be healthy to give them a gentle reminder about some rules of etiquette as they conduct themselves.
Does your talent acknowledge and respond to all forms of incoming communication from listeners?
I remember when the awesome social media strategist Lori Lewis first came onto the scene making this point many years ago.
Acknowledging and responding to audience incoming(whether it be positive or negative)is vital to maximizing that relationship and is a crucial cog in business etiquette across the entire spectrum.
If someone takes the time to engage they deserve response.
There should be no ambiguity about this.
The manner that talent interacts with clients is also crucial in the hierarchy of business etiquette.
Does your talent go the extra yard when client interactions occur?
Do they work at developing a personal relationship with the clients that is built on respect?
Do they communicate with the client contact with a simple note of thanks for the business?
If your clients are investing in your talent and your brand they deserve to be treated properly.
The same holds true for relationships with other partners and collaborators such as non-profits that are so important for success.
Once again there should be no ambiguity here.
Lastly, how does your talent internally practice etiquette?
I’ve seen stations that I’ve competed against implode internally that have talent practicing a lack of respect for each other and for the common goal.
Egos are a part of the mix at every station and no one is expecting a staff to get along perfectly.
But at the core there has to be a sense of etiquette that prevails over chaos and backbiting.
Once again there should be no ambiguity here.
The ultimate “cold shoulder” of business is the act of ghosting.
Initially born in the early 2000’s around the on-line dating universe, ghosting is the colloquial term describing the practice of ending communication or contact with a partner, friend, business relationship, job candidate or similar individual without any apparent warning or justification and ultimately ignoring attempts to communicate made by said individual.
As the proper rules of business etiquette are under attack this tactic has unfortunately crept into the business world and has become a standard operating procedure that many sadly practice.
Why has this practice accelerated?
Impossible to answer completely but one has to wonder if the rise of social media over the years has been an accelerant?
Social media makes it easy to think individuals have connected with one another yet social is a quick messaging to an individual and then it’s “on to the next thing.”
The “on to the next thing” mentality has made our society less engaged with truly understanding the feelings of others.
We can all acknowledge that an email inbox that is overwhelming and overflowing can stress out the best of us, but where has the commonsense decency of business and personal interaction gone?
Every business has become prone to this problem.
I hear from many broadcast professionals who are searching hard for their next gig who experience the frustration of being “ghosted” in a job search.
Typical scenario is an individual has a great conversation or two with a prospective employer, vibe feels good and they sense a good potential match or collaboration.
Individual does follow-up reach out to prospective employer and without any explanation or rationale the reach out is met with crickets.
No explanation, no communication just a deafening thud to the conversation.
Then the interaction worsens when a job applicant doesn’t even get the courtesy of a rejection letter to let them know of another candidate getting a position.
These are simple rules of personal and professional etiquette that have almost vanished from standard operating procedure.
If you are ever in the hiring and recruitment process for your business it is imperative you have a system that clearly communicates to job candidates the status and ultimate determination in the hiring process.
Furthermore, if a job candidate asks for some feedback on why they didn’t get the position offer them helpful input on why it wasn’t a match.
It is part of your brand identity on how you conduct business and it ultimately carries a lot of weight on the impression people have of working for your company.
Do the right thing by people and make ghosting a thing of the past.
This would be a positive step in improving the business etiquette of your company.