Communication handbook by Nikolina

Communication handbook

THIS IS HOW WE COMMUNICATE

Contents Your role................................................... 3 Basics.......................................................... 4 Communicating in person....................... 6 Meeting communication....................... 10 Communication in Writing................... 21 Managing our communications......... 32 Good business practice......................... 35 WHERE TO GO FOR HELP............................. 36

Your role

The communication that encompasses oral, written and visual expression within a work place context is called professional or business communication. In the business world the ability to communicate well is one of the biggest factors of success. It's important to try to give the best impression possible. This is true whether you're dealing with colleagues, supervisors, executives or customers. You could be an excellent in what you do, but if you’re unable to promote your services and communicate effectively with clients and colleagues, your potential is limited. Lousy communication is at best frustrating. At worst it is a huge "turn off" that can have a negative effect or even produce an effect that is the exact opposite of the one you had intended. Essentially, a company’s reputation is made or broken through the messages that are spread, deliberately or accidentally.

As you move from talking

with friends to professional

communicating with colleagues, it’'s important to understand the difference between: “ " C U L8r "” and “" I look

forward to this afternoon'’s meeting. "

The first step is to put yourself in the shoes of your audience. What do they need to know and want to hear? What's their preferred way of receiving information? What will stop them listening to what you have to say? And how will you know that they have got the message? In this handbook you’ll find rules, business etiquette hints and strategies to follow, all of which can help you to make the best use of communication channels whether you’re meeting with people face-to-face, talking on the phone or writing to them. Document mainly concentrates on the important rules of proper professional communication and all ISP Card employees should have a general understanding of the main principles of each section. This is a tool for all ISP Card employees; it should be followed in everyday work and in all business contacts.

Basics

The importance of business communication is often overlooked. However, not correctly handling a business conversation can hurt business relationships and possible contracts or deals. Not only does handling a business conversation correctly show professionalism it also shows respect.

Business communication has three main functions: 1. Establish professional identity. 2. Coordinate tasks, projects and people. 3. Communication and message interpretation. Our communication styles and methods are being stretched to the limit by e-mail, technology, lack of time and demands on our ability to do so much. But there are rules of common courtesy that are not changing. If you want to be a remembered, trusted and respected colleague and business partner, you will practice these courtesies with every business contact.

All three are equally important and imply

expressing ideas clearly and concisely; listening actively; speaking and writing effectively.

Avoid

• Be courteous and thoughtful to the people around you, regardless of the situation.

• Raising your voice, it can be much more effective at getting attention when lower it.

• Address conflict as situation-related, rather than person-related.

• Using harsh or derogatory language toward anyone, present or absent. • Interrupting.

People usually remember only: 9% of what they read

18% of what they hear

46% of what they hear and see

27% of what they see

If they are not interested in what you’re saying percentages are even lower.*

*A study done at the University of Texas, Metcalf, T. (1997) Listening to your clients.

Communicating in person

Active listening* How well you listen has a major impact on your job effectiveness and on the quality of your relationships with others. There are five key elements of active listening. They all help to ensure that you hear the other person and that the other person knows you are hearing what they say. 1. Pay attention Give the speaker your undivided attention and acknowledge the message. Recognize that non-verbal communication also “speaks” loudly. • Look at the speaker directly.

Elements of active listening

1. Pay attention

2. Show that you'’re listening

3. Provide feedback

4. Defer judgment

5. Respond appropriately

• Put aside distracting thoughts. • Don’t mentally prepare a defence. • Avoid being distracted by environmental factors. For example, side conversations. • “Listen” to the speaker’s body language. 2. Show that you’re listening Use your own body language and gestures to convey your attention. • Nod occasionally. • Smile and use other facial expressions. • Note your posture and make sure it is open and inviting. • Encourage the speaker to continue with small verbal comments 3. Provide feedback

tip

Our personal filters, assumptions, judgments and beliefs can distort what we hear. Role of a listener is to understand what is being said. This may require you to reflect what is being said and ask questions.

Reflect what has been said by paraphrasing. What I’m hearing is… Sounds like you are saying… Ask questions to clarify certain points. What do you mean when you say... Is this what you mean? Summarize the speaker’s comments periodically.

Content adopted from Mind Tools website

Like yes and uh huh.

4. Defer judgment Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message. • Allow the speaker to finish each point before asking questions. • Don’t interrupt with counter arguments. 5. Respond appropriately Active listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down. • Be open and honest in your response. • Share your opinions respectfully.

tip

• Treat the other person in a way that you think he or she would want to be treated.

Have in mind that active listening is not just what you hear; it is what you understand and what you remember and then take action.

Using phone effectively When you initiate a call greet the person depending on the time of the day, identify yourself, give the name of company and tell them the basic nature of your call.

Calls before 9 am and after 9 pm should be avoided.

When you are on the receiving end of a phone call • Answer the phone with some enthusiasm or at least warmth, even if you are being interrupted, the person on the other end doesn’t know that. • The correct way to answer the telephone is “hello”. • Identify yourself and your department/company. • Always return calls.

Simply answering "yes" is an inappropriate response.

Even if you don't yet have

an answer to the caller’s question, call and explain what you are doing to get

the requested information or direct them to the

appropriate place to get it.

In case the conversation

is confidential you should

DO • Use short phrases and simple words. • Write down information when required. • Make sure the volume of the phone and speech are not very high.

speak from a private room. In case this option is not

available, speak softly and at the volume not audible

to neighbouring colleagues. Ideally you should not put a person on hold, if there is a need to do so, ask permission before.

Avoid • Long sentences • Use of casual words and slang.

they lead to disinterest

and poor comprehension in listeners.

Mobile phones Mobile phones have created some problems while solving others. The following guidelines can help you use this communication tool in the best way.

DO • Speak in a normal voice.

There'’s no need to shout.

• Use the phone’s voice mail features to take messages when you don’t want to be interrupted. • Follow the same guidelines as for the phone.

Avoid • Using mobile where others will be forced to overhear you. If you must receive calls, use the phone’s vibrating ring to alert you and move to a more private place to talk. • U sing mobile during other important professional conversations.

tip

• Using annoying rings.

If possible, use the vibrate function or a plain ring.

Interrupting the ongoing conversation to speak on the phone gives the impression that those you are talking with are not as important as the caller. If you must respond, make it short, less than 30 seconds.

Meeting communication

Meetings In general, following an agenda, starting on time and staying on topic improves communication in meetings. It helps to establish a ground rule that the listeners are responsible to question any points they do not understand. If a subject is important enough to call a meeting, be considerate of the participants’ time and ensure that it is well prepared. Send out an invitation that includes an agenda so recipients can decide whether or not they need to be present.

To prepare an agenda, consider the following factors • Priorities - what absolutely must be covered? • Results - what needs to be accomplished at the meeting?

skills of respectful

listening, questioning and

feedback apply in meetings

as well as IN any personal interactions.

At any kind of meeting it is perfectly acceptable to ask:

• Participants - who needs to attend the meeting for it to be successful?

" What are we hoping to

• Sequence - in what order will you cover the topics?

• Timing - how much time will spend on each topic? • Date and time - when will the meeting take place?

tip

• Place - where will the meeting take place?

The basic communication

Plan ahead, check if the person is available for proposed time frame, give people as much advance notice as possible and do not send invitation in the last moment. The key is giving those you wish to attend plenty of time to adjust their schedules. Send the agenda at least two days in advance of the meeting; it can serve as a reminder.

accomplish here today ? "

" How will we know if

this meeting has been successful? "

Running effective meeting Properly-run meetings save time, increase motivation and productivity and solve problems. Meeting structure: • Stating the principal objectives of a meeting • Reading the minutes of the last meeting • Dealing with recent developments

Start at the stated

time out of respect for

the people who show up on schedule.

• Moving forward • Introducing agenda • Allocating roles • Agreeing on the ground rules for the meeting • Introducing & closing item by item on the agenda • Giving word to the participants • Giving a summary of what was covered and confirming any action items. • Suggesting and agreeing on time, date and place for the next meeting. • Distributing minutes to all attendees and absentees, with concise but complete descriptions of decisions made and including action items. Ask for participants' feedback.

tip

If you didn't make it through the entire agenda, schedule another meeting rather than running overtime. This shows respect for attendees who may have something scheduled afterwards.

Don't interrupt others. Make sure everyone has a chance to speak.

End the meeting at the stated time.

Never assign an action item to a person who is not present to negotiate it, unless you absolutely have to.

During business meetings it is important to recognize that answering phone calls, checking e-mails or sending text messages can be very disruptive to the meeting and sends a message to the participants that they are less important than the party on the phone. Mobile phones should be turned off and be out of sight during meetings.

Team meeting Team needs at least an hour of undivided attention to ask questions, go over open items, provide feedback and discuss future projects in a way that’s organized. By setting aside a specific time each week for this to occur doesn’t interrupt daily work flow on a regular basis. Managers need these meetings to check up on the progress of team, give them the time to hear their feedback and answer questions, hold everyone accountable, brainstorm future projects and keep everyone informed of the happenings in the company. Team meetings can be done in person, via phone or on a video platform. No matter which platform is chosen, the key is to ensure they happen each or every second week without fail.

Schedule it every week as if it is your most important client.

Internal meetings brainstorming, update

Preparation for internal meetings is essential. Before the meeting there needs to be a specific purpose, the idea of meetings for the sake of meetings is a waste of time.

on progress, considering available options to

the business, building relationships.

The right people are determined by the meeting’s objective. Every person in the room must have an absolute need to be there. Each person invited to the meeting should understand his or her role or expected contribution. Typically, we invite people that we “think should be there” but we don’t really give much thought to why we want them there or what we want that person to do. Decide in advance what roles need to be filled in order to reach your objective and then determine the best person to fill that role. It’s important to brief people on what’s expected from the meeting and produce minutes within 24 hours of the meeting.

External meetings Make client sees those meetings as addressing their unique situation and as driven by their agenda, not yours. Get client talking, and listen effectively.

It can also be helpful to get clients to articulate their key goals for meetings.

Set the goals for the meeting, so you’re focused on what you need to achieve: • What do you hope to achieve that will leave the client better off. • What’s your objective for the meeting that will advance your business and leave you better off. Here it is even more important to be courteous of their time and time of invitation for the meeting.

before meetings, write down

• Ask good questions.

3 questions you want to ask

• Follow up.

" Tell me more about that” "

• Leave space - after client finishes a thought, pause for three seconds before answering, sometimes they’ll continue on and share important insights that you would otherwise have missed.

Business card

tip

Get one and have them with you at all times.

Follow ISP Card template for order of business card, Iportal.

Ivan Horvat

Marketing Communication Specialist Business Management Area Radnička cesta 50, 10 000 Zagreb, Croatia Tel.: + 385 (0) 1 13 13 133 Mobile: + 385 99 111 12 34 E-mail: ivan.horvat@intesasanpaolocard.com www.intesasanpaolocard.com

Workshop Workshops are effective in managing change and achieving improvement and particularly for creating initiatives, plans, process and actions to achieve particular business and organisational aims.

Here's a basic workshop format • Prior to workshop session identify and agree via consultation with the team the aim/opportunity area to be addressed. • Decide workshop objectives in relation to the team's “maturity”, experience and development. • Set suitable date, venue and issue agenda. • At start of workshop, introduce aim and process - agree expectations - answer queries.

5 m i nS

• Brainstorm the ideas and opportunities with the whole group - flip chart is best.

10 - 20 m i nS

• Split the group into pairs or threes and ask them to come up with outline actions/initiatives/plans to achieve agreed purpose/aim.

20 - 30 m i nS

• Have groups present back their ideas - review and praise positives aspects in each and gently agree areas which would benefit from improvement/refining.

max 5 m i n s per group

• Task and agree for groups or individuals to refine outline plans into clear objectives, during the workshop or afterwards to be fed back to manager, which can then be followed up and coached during implementation. • Follow up, support and invite ideas for future workshop items and process improvements.

irtual meeting - teleconference & V web conference Be aware of differences between face to face meeting and virtual meeting. Without the body language and tone that depends on quality of phone line, the possibility for miscommunication rises.

• Ensure everyone has log-in information, passwords. • Send out an agenda and stick to it.

tip

• Arrive early to ensure equipment is working • Use wired phones and put microphone in front. • Remind participants to identify themselves before speaking. • Recap items at close of meeting and e-mail summary within 24 hours.

Presentation A business presentation is an opportunity to inform, demonstrate, persuade and sell your ideas to an audience, within or from outside company. In either case your presentation needs to be clear, focused and have an obvious conclusion or call to action.

How to create effective business presentation Audience - know likely level of knowledge. If you are uncertain, aim for the middle-ground. Purpose - why presentation is being delivered will direct type of information included. Outline structure - will be heavily influenced by the

time or length available. â&#x20AC;˘ Start by listing the one key point that you want to get across and then decide on a maximum of 3 to 6 other significant section heads to support and elaborate on this. Make seamless flow from one area to the next throughout. â&#x20AC;˘ Examples - add them to demonstrate each concept or area. Refer back to the point you are illustrating at the end of each example.

Real life case studies, stories and research

findings bring presentation to life and help people engage with the facts.

While creating PowerPoint slides, it is necessary to respect some important rules. Make sure that your slides fall within following parameters.

DO • 40 characters per line. • 6-7 lines per visual. • No more than 3 columns per data. • Use bullets for related items with no specific order. • Use numbered lists to show related items in specific order. • Use up to 3 colours.

Avoid • Too verbal slides.

too much text.

• Too complex slides.

too MANY details.

• Too many colours. • Using full sentences on slides. • Slide read, not explained. • Slide being hidden from the audience by presenters body or else. • Too animated presentation. • Not rehearsed presentation.

tip

Be sure to use correct version of corporate template.

Follow ISBD ppt guidelines, (some are on the next page) all can be found within Official corporate presentation template on Iportal.

Delivery Get there a few minutes early to set up and test the equipment to avoid last-minute technical difficulties. Be loud enough and beware of your body image. 5 - 10 %

OPENING • Draw attention • Greet • Explain purpose, relevance, introduce topic • Mention structure & timing • Inform about questions

good example Good morning/good afternoon everyone It’s a pleasure to be with you today. Let me introduce myself. I am/my name is As you know

I´ll spend next hour talking about

My presentation is divided into

The presentation will last

I´m here to tell you about

To start/begin with,

, and I´m in charge of

parts. , after that

, than

and finally

If you have any questions, I´ll be happy/glad to answer them at the end of my talk.

85 %

BODY • Explain background /history • Organize information/points • Give pros and cons • Link, move by the way points • Give relevant examples • Support arguments • Draw parallels • Paraphrase • Refer to visuals • Refer back • Finish each point

good example Firstly, Secondly, Than, After that, Finally Let’s start with

As you know/are aware

Let's now move on to

Let's continue with

If you look at the graph, you´ll see The graph shows that

. .

Could I draw you attention to the slide In other words,

To put differently

However/Therefore/Moreover On the one hand/On the other hand And finally,

. .

5 - 10 %

CLOSING • Sum up main points • Have a punch line, stress positives & advantages • Thank audience for attention • Ask and handle additional questions • Thank for questions • Say goodbye

good example This brings me to the end of my talk. Let's sum up/to summarize/let's recap/to conclude. Firstly, Secondly, Finally I would like to finish by saying that.. Thank you very much for your attention. Thank you for being such a great audience. Thank you all for coming. Any questions? Thank you for your questions. Goodbye.

tip

There are certain words that one should try to avoid during presentations: instead of:

say:

but

although, and, moreover

good

excellent, great, first class

we/you

I think

I know, I´m convinced, I´m positive

maybe

surely, definitely

change

development, progress

problem

challenge, chance to learn/grow

difficult

demanding/complex

Use verbs instead of nouns. Nouns do not move to action, verbs do. Our production… vs. We produce… Our acquisition… vs. We acquired…

Communication in Writing

Keep the message short and simple, it works for all forms of written communications including letters, memo and e-mail. Tell the reader right from the beginning what the message is, why the message is being delivered and what next steps are so that misinterpretation is kept at a minimum.

Rules for all types of written communication Following these simple rules will make communication more effective and make sure the message gets read and delivered: • Focus the message by writing on one topic at a time. • Organize the message to get a good flow for good composition. • Set the proper tone. • Keep grammar rules in mind. • Use expressive wording and phrasing.

tip

The best rule is to respond to all messages within the same work day. Of course, there are times when you may need more time to gather the requested information. So, return the phone call or the e-mail and let him/her know that you’re working on it.

Unanswered messages can be interpreted as laziness or poor work ethic. Do not underestimate the importance of the written word. A poorly written message can have a major impact on your work and company reputation.

E-mail People tend to think of e-mail as an informal means of communication, but it must have a professional tone when you use it for business. Keep e-mails short and to the point. This shows respect for the recipientâ&#x20AC;&#x2122;s time.

bad example

good example

DO • Make the subject field line short and descriptive, so it indicates clearly what the topic of the e-mail is. • Begin with a positive message when possible. • Apologize to demonstrate empathy and accountability. • When replying to a question, copy only the question into your e-mail and then provide your response. • Conclude with action steps. For example: “Please be assured this matter has been escalated and I will continue to follow up until a resolution is reached.” This is a more appealing statement then “I’ll get back to you.”

It is the window into your e-mail and many times determine even if your e-mail will be opened.

Typos, ALL CAPS or all

small case can lead to

the impression you may be spammer..

The words “" I am sorry "” are highly undervalued.

Don’'t send a bare message that only reads, “"Yes".”

It confuses the reader.

• If you need a response within a certain time frame, state that clearly in the e-mail. • Returning e-mails in a timely way. A simple “"Thank you"”

• Compose e-mails to express appreciation. • Before sending, re-read the e-mail, pretending you are on the receiving end. • Format text for professional appearance, this is nonverbal component of an e-mail. • Carefully "order" names on To and Cc list, beware of management level. • Reply to All button: Use this button with discretion. Carefully think about whether “all” really need to be aware of your reply to conduct business.

can leave a long-lasting impression.

Use paragraphs, headers,

simple font and black text.

Avoid • Capitalizing words. • Don’t use colour and script fonts.

THIS IS PERCEIVED AS SHOUTING.

they create a less formal feeling.

• Incorrect spelling, punctuation and grammar.

edit text

• Avoid shorthand or texting acronyms.

C U later

• Long distribution lists, limit the recipients. Define and narrow your audience to those who truly need the information you are sending. • Avoid sending large attachments. • Don’t forward messages with three pages of mail-to information before they get to the content. Delete the excess information such as the entire Memo to,” subject, addresses, and date lines. • Sending late night e-mails. • Don’t rely solely on e-mail for your communications.

Whenever possible it should be limited to working hours. If you get a brainstorm at

midnight, go ahead and write that note, but put it in your draft folder and then hit send at 8 am.

Electronic document exchange All external documents exchange needs to be done in PDF format unless other format is specifically approved and authorised.

Signature in e-mail E-mail signatures contain alternative contact details, job title and company name, which can help the recipient. Sometimes, they give the recipient an idea of who wrote the e-mail in case it has been a while since they have been in touch. They are also professional, like a letterhead, they show that a business is being run.

Be sure to follow ISP Card rules and formats for creating signature. Obligatory elements: • Name and surname

tip

• Job position name

logotypes, messages, quotes around signature, if not

proscribed by relevant ISP

• Intesa Sanpaolo Card logotype

Card body, is not allowed.

• Department

2nd line managers do not

• Division • Phone number • Mobile phone • E-mail address • Web address

Usage of additional photos,

need to write it.

bad example Ivan Horvat

Marketing Communication and Customer Experience Department Business Management Area Radnička cesta 50, Zagreb, Hrvatska Tel.: +385(0)1 13 13 133 Fax: +385(0)1 636 34 17 Mob.: +385(0) (0)99 111 12 34 ivan.horvat@intesasanpaolocard.com SAVE PAPER - THINK BEFORE YOU PRINT “Gain, not victory ought to be the purpose of a negotiation or discussion.” Joseph Joubert

______________________________________________________

Ivan Horvat INTESA SANPAOLO CARD Tel.: +385(0)1 13 13 133 e-mail: ivan.horvat@intesasanpaolocard.com P save a tree... please do not print this e-mail unless you really need to

good example Ivan Horvat Marketing Communication Specialist

Font: Arial Font size: 10 Font style: Regular

(Name & Surname: bold)

Marketing Communication and Customer Experience Department Business Management Area

Font color: Gray-50% Logotype: Allowable dimension of logotype: height = 1,03 cm, width = 4,45 cm.

Tel: +385(0)1 13 13 133 Mob: +385(0)99 111 12 34 e-mail: ivan.horvat@intesasanpaolocard.com www.intesasanpaolocard.com

Do not expand, decrease or increase logotype.

Out of office assistant Whether you're on vacation, travelling or out sick, the Out of Office Assistant ought to be used to tell people that you got their e-mail, but you're not able to read it just yet. The automated reply can be configured differently for those in the same network, like colleagues and for those outside the company.

bad example From: Mario Rossi[mailto:mario.rossi@intesasanpaolo.com] Sent: Thursday, November 15, 2012 3:43 PM To: davor.senekovis@pbzcard.hr Subject: Meeting Poštovani, odsutan sam do 19. listopada 2009. godine. Pozdrav, Ivan From: Mario Rossi[mailto:mario.rossi@intesasanpaolo.com] Sent: Thursday, October 15, 2012 3:43 PM To: ivan.horvat@intesasanpaolocard.com Subject: Meeting Hello I'm out of office on OCT 16th. When not driving, I will be checking my e-mails. In case of need: 00123 45 67 89 111. Regards From: Mario Rossi[mailto:mario.rossi@intesasanpaolo.com] Sent: Thursday, October 15, 2012 3:43 PM To: ivan.horvat@intesasanpaolocard.com Subject: Meeting Koper! Please call my mobile in case of extreme sense of urgency (+123.45.345678). Back on Thursday.

good example From: Mario Rossi[mailto:mario.rossi@intesasanpaolo.com] Sent: Thursday, November 15, 2012 3:43 PM To: ivan.horvat@intesasanpaolocard.com Subject: Meeting Dear colleagues, I am currently out of office and will be back on 5th of November 2012. For further assistance please contact department@intesasanpaolocard.com In case of emergency I may be reached on my mobile phone, +385 99 111 12 34. Kind regards, Ivan Horvat

Be sure to follow ISP Card rules for creating Out of Office Assistant. Obligatory elements for all external communication: 1. Date till you will be out of office (day, month, year) 2. Your phone number (if you will be available) 3. Who will be in charge in case of urgent issues (name, surname, e-mail address and phone number)

4. Out of Office needs to be written in English language (you can write it in local language too).

Business letter A business letter can be written for the purpose of making an inquiry, replying to an inquiry, for sales, purchase, for writing a business proposal etc. In a professional letter, certain format with clear tone and courteous language is to be strictly followed. NOTE: Keep it brief, to the point and always use company memo - latest versions can be found on intranet.

Use a simple font such as

Your department

1 line 1 line

1 line 1 line 1 line

1 line

Arial, point 10 to 12.

Address Address Telephone E-mail address date

15th November 2012

Recipients' name Company name Address Re:

subject

Dear Mr. [surname], /Dear Ms. [surname]

salutation If you don’t know the name Dear Sir/Madam,

e.g.: I would like to enquire about…/I am writing regarding …/I am writing in response to … I am writing to inform you that/of …/Further to my letter of 15th September… Establish any connection/mutual relationship up front. Outline the solution, providing proof in the way of examples and expert opinions. Group related information into paragraphs separated by a single blank line. State what the recipient needs to do and what you will do to follow up e.g.: Please let me know if … /I look forward to receiving your reply./Thank you in advance for your help. /I would be most grateful if you could inform me … Sincerely/Yours sincerely

4 lines signature

1 line 1 line 1 line

Your name Title Enclosures: cc:

body

Fax Faxes have the potential for being quite public; they can be read by anyone who happens across them at the machine. If you need to send confidential information via fax, call the recipient and ask that they wait by the machine at their end. NOTE: Keep in mind existence of ISP Card standardized cover page.

Organizational part

FAX MESSAGE FOR:

Name and surname of the recipient, company

FROM:

Name and surname of the sender

TEL:

Phone number

TEL:

Phone number

FAX:

Fax number

FAX:

Fax number

NUMBER 1 + residual number of pages OF PAGES:

DATE: dd.mm.yyyy.

SUBJECT: Title

Type your message

Managing our communications

In order to achieve our goal of effective and aligned communications, every employee needs to understand communicational responsibilities and directions for different types of situation.

How we describe ourselves - short Intesa Sanpaolo Card is a provider of payment solutions, dedicated to developing and managing card business on the international level. Company was founded in 2009 and is a member of Intesa Sanpaolo Group.

How we describe ourselves - long version Use company profile slides.

When and how to use this statement and presentation You should use the statement and presentation whenever you need a general description. The form of words in the statement and presentation must not be changed.

Speaking at conference If you receive invitation for speaking at professional conferences or similar gathering you are obliged to contact Marketing Communication and Customer Experience Department which gives final approval of materials that will be presented.

DO â&#x20AC;˘ Forward invitation query â&#x20AC;˘ Argue why this potential cooperation would be useful for the company â&#x20AC;˘ Send on approval presentation or text intended for purpose of presenting

You should always check on the intranet to make sure that you have the latest version.

Media contacts Any queries from the press that are about the company or may affect our reputation must be channelled through the Marketing Communication and Customer Experience Department, which is responsible for contact with the media.

DO • Request from the media representative to send query by e-mail to info@intesasanpaolocard.com or fill out the form for the media queries.

can be found on Iportal

• Say to the media representative that query will be forwarded to Marketing Communication and Customer Experience Department, which will contact them additionally.

Avoid • Do not answer directly the media query.

Crisis management

tip

ISP Card has a business continuity policy and crisis management model which details the responsibilities for crisis management. It is imperative that all communications activity is checked and authorised by the appropriate crisis management team that is managing the incident.

In most cases, it is not the situation itself that determines the impact but how the situation is initially handled or reported.

Example: a minor incident has occurred, causing inconvenience to the end customer who has reported it to media.

Media have published this as a news, providing partial

information, which is further cited and spread on other web portals.

External impact on our company'â&#x20AC;&#x2122;s reputation can be much stronger than technical damage caused by the incident itself.

Therefore any information about such media activity should be shared with Marketing Communication and Customer Experience Department.

Good business practice

Communication is not a one-way push of information, but rather developing messages that emotionally connect to audiences via their preferred channels. It can be called common sense, but one that takes a little practice. Certainly, when talking about communication all of us can identify what not to do, but often what we really need is a set of guidelines or rules of etiquette as to how to do this successfully. We hope that this standardization and tips will help you, and that you will turn to them often. It is extremely important that all of us follow the same communicational guidelines in order to ensure recognizable quality of doing business with Intesa Sanpaolo Card. This doesnâ&#x20AC;&#x2122;t mean that every piece of communications has to be uniform or identical. Of course, communications should always be focused on the specific needs and attitudes of our target audiences. All of us should remember that in business matters we are acting and speaking on behalf of Intesa Sanpaolo Card, it reflects the image of the organization and so it must sound appropriate. Professionalism is business imperative.

Where to go for help

All latest versions of communicational templates can be found on Iportal. If there is any doubt regarding communication guidelines, write on marketing-communication@intesasanpaolocard.com

Zagreb, March 2013