ETIQUETTE What is Etiquette? Etiquette is a set of practices and forms which are followed in a wide variety of situations Why is Etiquette Important? It shows a level of respect It shows Courtesy to others It influences a persons view of you What do you think would happen if there was a lapse in Etiquette? Negative overall perception
THE RULES OF ETIQUETTE The "rules" of etiquette vary from culture to culture based on the societal norms of a particular country. Can you think of anything in Barbados that could be considered as a "Rule" of etiquette?
BUSINESS/CORPORATE ETIQUETTE What is Business Etiquette? The set of rules governing proper behaviour in a business environment Why is Business Etiquette important? It presents a seamless, mannered front to the rest of the world, It increases the respect the world gives the business, It results in a potentially more profitable corporation What does Business Etiquette involve? The polite way to interact with others. The way you speak or act in the presence of guests The way you conduct yourself on the phone
TELEPHONE ETIQUETTE Why is telephone Etiquette important? When you answer the phone you are the representative of the home or business that is being called The impression that you make will influence the callers opinion of your household or business What is telephone Etiquette about? Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call
WHAT CHARACTERISTICS DO YOU THINK CAN BENOTICED THROUGH THE PHONE? Attentiveness Articulate Friendliness Helpfulness Sincerity Confidence Good Listener Rate of Speech Smile Greeting
BEFORE MAKING/ TAKING A CALL Vs.
TELEPHONE TECHNIQUES Greeting Placing a caller on hold Transferring a call Taking Messages Closing the Call Communication Dealing with Difficult Callers
TAKING A MESSAGE
QUICK TIPS FOR MAKING PHONE CALLS Identify Yourself and who you represent State your purpose Apologise if you call a wrong number Call at arranged time (if a time was specified) Leave messages when asked (don’t get angry if you don’t leave a message and can’t get through later). Always be courteous (don’t be the “difficult” caller)
THINGS THAT AFFECT TELEPHONE ETIQUETTE
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