Civility In The Workplace




                                                   Presented by
                            ...
We live in an increasingly
  uncivilized society.




 Is this an accurate statement?
 What factors are driving this reali...
Good manners are one of the
     cornerstones of society.
In the whole history of law and order, the longest step forward ...
Hearing the message




Effectiveness of the message is improved by
taking into account the needs of the audience.

      ...
The business world is an
       opportunity to show
     consideration and good
        manners to others.

Create a rippl...
Create a better quality of life
Customers… Coworkers… Friends and family.




               www.performtogrow.com
       ...
How to
make it better


        E-Mail
        Voicemail
        Telephone
        General courtesy

          www.perform...
E-mail


What’s right with e-mail?
What’s wrong with e-mail?
How can we make it better?


                www.performtogro...
Good E-mail
What’s right…                           What’s wrong…
• Fast and efficient                    • Impersonal
• G...
An e-mail is a business letter

Greetings!
Paragraphs, please.
Grammar, spelling, punctuation—yes!
Sign it, please.
Consid...
Other e-mail dos and don’ts
Subject line. Make it clear what you want.
Reply to all. Use it carefully!
Blind copies. A gre...
No shouting, no smileys




Business e-mail is different.
Watch the CAP LOCK.
Save :-) LOL for home e-mail.
Hey there bubb...
Waiting or weeping


E-mail is forever.
How will they react?
Wait! Don’t weep!


         www.performtogrow.com
      E-ma...
Try It!


With the e-mails provided, find the problems and
correct them!




                 www.performtogrow.com
      ...
E-mail 1
From: Robert Preston
Sent: Monday, July 10 10:00 am
To: Joe Fowler
Subject: thanks

Hey Joe
Thanks for the update...
E-mail 2
From: Joan Rivers
Sent: Monday, July 3 8:00 am
To: Kristine Brown
Subject: logo needed

Hi Kris,
I need a favor –...
E-mail 3
From: John Smith
Sent: Tuesday, July 11 10:00 am
To: Bob Brown
Subject: headsup the big shots are coming to the p...
E-mail 4
From: Robert Preston
Sent: Monday, July 10 10:00 am
To: Joe Fowler
Subject:

Greetings
Ann asked me to get in tou...
Voicemail

                                       What’s right
                                       with voicemail?
    ...
Good Voicemail
What’s right…                            What’s wrong…
• Fast and efficient                     • Incomplet...
Setting up your greeting

Have I called the right person?
Today isn’t December 12…
Is anybody there?




                 ...
What’s a good greeting?

•   Your name
•   Company
•   Where are you?
•   When will you return?
•   How can the caller rea...
A good greeting
You have reached the voicemail of Jane Doe at
Acme Corporation. I am in the office today, but
currently aw...
Leaving a message


Slow down!
They don’t know you.
Give a reason.


               www.performtogrow.com
            E-ma...
What’s a good message?


A good message answers these questions:
•Who are you?
•Your company
•Your phone number
•What do y...
“I’ll return
your call
as soon as
possible…”

   Really?


             www.performtogrow.com
        E-mail rick@performt...
Try it!




Improve the voicemail messages in the back of your
workbook!
                www.performtogrow.com
           ...
The Telephone


   www.performtogrow.com
E-mail rick@performtogrow.com                                                    ...
Answering
                                               those pesky
                                                  cal...
“Hang on just a minute…”

Callers don’t hang…
There are better ways to speak to a caller.
Script it! See an example in you...
Please take
a message.

“I can’t read this…”
“She called WHEN?!”
“Oh, I stuck it in your mail tray…”
A message should have...
Can you transfer me?


Click… “Where did she go?” Know your
technology!
The transfer merry-go-round and round and
round…
A...
What is a good transfer?
• The caller knows who you are.
• The caller knows that you are trying to transfer him/her
  to t...
A good transfer
• This is Jane Doe with Acme Corporation accounting
  department. May I help you?
• I need to speak to Ann...
And a word about
  cell phones…




                                  If in doubt, turn it off.
                          ...
General Courtesy



It’s really just common sense.




        www.performtogrow.com
     E-mail rick@performtogrow.com   ...
Remember what
  your mother
     said…
Please…
Thank you…
You’re welcome…
Excuse me…
May I…

             www.performtogro...
Smile!


It makes a real
difference, in
person or over
the phone.


                     www.performtogrow.com
           ...
Just being
     polite…

Shaking hands–firm, shake twice, eye contact
Opening doors–not just for the boys!
Table manners–r...
Making others
                    comfortable
                    makes you
                    comfortable


            ...
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Civility In The Workplace

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Program to promote good business etiquette and a civilized workplace

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Civility In The Workplace

  1. 1. Civility In The Workplace Presented by Rick Galbreath, SPHR Performance Growth Partners Inc. www.performtogrow.com E-mail rick@performtogrow.com 1 ©2006 Performance Growth Partners Inc. All rights reserved.
  2. 2. We live in an increasingly uncivilized society. Is this an accurate statement? What factors are driving this reality? www.performtogrow.com E-mail rick@performtogrow.com 2 ©2006 Performance Growth Partners Inc. All rights reserved.
  3. 3. Good manners are one of the cornerstones of society. In the whole history of law and order, the longest step forward was taken by primitive man when…the tribe…allowed only one man to speak at a time. Curtis Bok When we practice good manners, it means that we put the comfort of those around us first. We try to behave in a way that makes others feel at ease and valued. By doing so, we help others be open to our thoughts. www.performtogrow.com E-mail rick@performtogrow.com 3 ©2006 Performance Growth Partners Inc. All rights reserved.
  4. 4. Hearing the message Effectiveness of the message is improved by taking into account the needs of the audience. www.performtogrow.com E-mail rick@performtogrow.com 4 ©2006 Performance Growth Partners Inc. All rights reserved.
  5. 5. The business world is an opportunity to show consideration and good manners to others. Create a ripple effect… Your good manners will make others more courteous. www.performtogrow.com E-mail rick@performtogrow.com 5 ©2006 Performance Growth Partners Inc. All rights reserved.
  6. 6. Create a better quality of life Customers… Coworkers… Friends and family. www.performtogrow.com E-mail rick@performtogrow.com 6 ©2006 Performance Growth Partners Inc. All rights reserved.
  7. 7. How to make it better E-Mail Voicemail Telephone General courtesy www.performtogrow.com E-mail rick@performtogrow.com 7 ©2006 Performance Growth Partners Inc. All rights reserved.
  8. 8. E-mail What’s right with e-mail? What’s wrong with e-mail? How can we make it better? www.performtogrow.com E-mail rick@performtogrow.com 8 ©2006 Performance Growth Partners Inc. All rights reserved.
  9. 9. Good E-mail What’s right… What’s wrong… • Fast and efficient • Impersonal • Get it in writing • Opportunities for • Non-intrusive on misunderstanding: your time you can’t convey the • Connect with people emotion you want worldwide • Opportunities for lack of professionalism www.performtogrow.com E-mail rick@performtogrow.com 9 ©2006 Performance Growth Partners Inc. All rights reserved.
  10. 10. An e-mail is a business letter Greetings! Paragraphs, please. Grammar, spelling, punctuation—yes! Sign it, please. Consider the purpose of communication and the need of the audience. E-mail may not be best! www.performtogrow.com E-mail rick@performtogrow.com 10 ©2006 Performance Growth Partners Inc. All rights reserved.
  11. 11. Other e-mail dos and don’ts Subject line. Make it clear what you want. Reply to all. Use it carefully! Blind copies. A great tool for sending to large lists. Elevating copies. Does the VP really need to be copied? Attachments. Don’t forward unless it’s necessary, keep them small. Confidential information. Not for e-mail! Out of office messages. Let people know when you will respond. www.performtogrow.com E-mail rick@performtogrow.com 11 ©2006 Performance Growth Partners Inc. All rights reserved.
  12. 12. No shouting, no smileys Business e-mail is different. Watch the CAP LOCK. Save :-) LOL for home e-mail. Hey there bubba—casual words vs. business words. www.performtogrow.com E-mail rick@performtogrow.com 12 ©2006 Performance Growth Partners Inc. All rights reserved.
  13. 13. Waiting or weeping E-mail is forever. How will they react? Wait! Don’t weep! www.performtogrow.com E-mail rick@performtogrow.com 13 ©2006 Performance Growth Partners Inc. All rights reserved.
  14. 14. Try It! With the e-mails provided, find the problems and correct them! www.performtogrow.com E-mail rick@performtogrow.com 14 ©2006 Performance Growth Partners Inc. All rights reserved.
  15. 15. E-mail 1 From: Robert Preston Sent: Monday, July 10 10:00 am To: Joe Fowler Subject: thanks Hey Joe Thanks for the update i appreciate the zip turnaround. Can u let me know when the next update is coming Bob www.performtogrow.com E-mail rick@performtogrow.com 15 ©2006 Performance Growth Partners Inc. All rights reserved.
  16. 16. E-mail 2 From: Joan Rivers Sent: Monday, July 3 8:00 am To: Kristine Brown Subject: logo needed Hi Kris, I need a favor – can you send Max at corporate our logo in eps and do it today, they need it for a brochure and you know they can’t think ahead! Thanks Joanie Joan Rivers Acme Corporation (323) 555-1234 jrivers@acme.com This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately notify Joan Rivers by telephone at (323) 555-1234 www.performtogrow.com E-mail rick@performtogrow.com 16 ©2006 Performance Growth Partners Inc. All rights reserved.
  17. 17. E-mail 3 From: John Smith Sent: Tuesday, July 11 10:00 am To: Bob Brown Subject: headsup the big shots are coming to the plant so clean it up! They’ll be here on Thursday. www.performtogrow.com E-mail rick@performtogrow.com 17 ©2006 Performance Growth Partners Inc. All rights reserved.
  18. 18. E-mail 4 From: Robert Preston Sent: Monday, July 10 10:00 am To: Joe Fowler Subject: Greetings Ann asked me to get in touch with you about sitting down to discuss our events for the rest of this year and for 2007 to help develop a better marketing 'plan' - i.e. to avoid last-minute cries for help from us. So, we just need to find a time that works for all of us. Ann thought that your standing appointments on Tuesdays at 9 might be one option since you already have it in your planners - in particular, the 7/25 date. Or, if we wanted to do something sooner, we can just find another day and time. Any preference? Also, we had talked about the direct mail piece for the seminar series that starts in August. Do you need anything from me for this? Thanks, Bob www.performtogrow.com E-mail rick@performtogrow.com 18 ©2006 Performance Growth Partners Inc. All rights reserved.
  19. 19. Voicemail What’s right with voicemail? What’s wrong with voicemail? How can we make it better? www.performtogrow.com E-mail rick@performtogrow.com 19 ©2006 Performance Growth Partners Inc. All rights reserved.
  20. 20. Good Voicemail What’s right… What’s wrong… • Fast and efficient • Incomplete messages • You know it gets to • Who is it from? the right person • Cell phone static • You can convey emotion • Replay 4 times to get the information • Concise, yet complete • Reply in 2 weeks… www.performtogrow.com E-mail rick@performtogrow.com 20 ©2006 Performance Growth Partners Inc. All rights reserved.
  21. 21. Setting up your greeting Have I called the right person? Today isn’t December 12… Is anybody there? www.performtogrow.com E-mail rick@performtogrow.com 21 ©2006 Performance Growth Partners Inc. All rights reserved.
  22. 22. What’s a good greeting? • Your name • Company • Where are you? • When will you return? • How can the caller reach you or get a message to you? • When will you return the call? • Is there someone else to talk to? • Try it! Write a greeting for your own voicemail. www.performtogrow.com E-mail rick@performtogrow.com 22 ©2006 Performance Growth Partners Inc. All rights reserved.
  23. 23. A good greeting You have reached the voicemail of Jane Doe at Acme Corporation. I am in the office today, but currently away from my desk. Please leave your name, phone number and message, and I will return your call today. If you need to speak to someone immediately, please press 0 and our department assistant will help you. Thank you. www.performtogrow.com E-mail rick@performtogrow.com 23 ©2006 Performance Growth Partners Inc. All rights reserved.
  24. 24. Leaving a message Slow down! They don’t know you. Give a reason. www.performtogrow.com E-mail rick@performtogrow.com 24 ©2006 Performance Growth Partners Inc. All rights reserved.
  25. 25. What’s a good message? A good message answers these questions: •Who are you? •Your company •Your phone number •What do you need? •When can I reach you to return the call? www.performtogrow.com E-mail rick@performtogrow.com 25 ©2006 Performance Growth Partners Inc. All rights reserved.
  26. 26. “I’ll return your call as soon as possible…” Really? www.performtogrow.com E-mail rick@performtogrow.com 26 ©2006 Performance Growth Partners Inc. All rights reserved.
  27. 27. Try it! Improve the voicemail messages in the back of your workbook! www.performtogrow.com E-mail rick@performtogrow.com 27 ©2006 Performance Growth Partners Inc. All rights reserved.
  28. 28. The Telephone www.performtogrow.com E-mail rick@performtogrow.com 28 ©2006 Performance Growth Partners Inc. All rights reserved.
  29. 29. Answering those pesky calls. Having a bad day? Look in the mirror. It’s not always what you say, it’s how you say it. www.performtogrow.com E-mail rick@performtogrow.com 29 ©2006 Performance Growth Partners Inc. All rights reserved.
  30. 30. “Hang on just a minute…” Callers don’t hang… There are better ways to speak to a caller. Script it! See an example in your handbook. www.performtogrow.com E-mail rick@performtogrow.com 30 ©2006 Performance Growth Partners Inc. All rights reserved.
  31. 31. Please take a message. “I can’t read this…” “She called WHEN?!” “Oh, I stuck it in your mail tray…” A message should have date/time, who it’s from, what they need, and should be delivered promptly! www.performtogrow.com E-mail rick@performtogrow.com 31 ©2006 Performance Growth Partners Inc. All rights reserved.
  32. 32. Can you transfer me? Click… “Where did she go?” Know your technology! The transfer merry-go-round and round and round… Are there any real people there? www.performtogrow.com E-mail rick@performtogrow.com 32 ©2006 Performance Growth Partners Inc. All rights reserved.
  33. 33. What is a good transfer? • The caller knows who you are. • The caller knows that you are trying to transfer him/her to the person he/she wants. • You speak to the person to whom you are transferring before you connect the caller to let him know who is coming on the line and why. • If the person to whom you transfer is not available, ask the caller if voicemail/message would be acceptable. www.performtogrow.com E-mail rick@performtogrow.com 33 ©2006 Performance Growth Partners Inc. All rights reserved.
  34. 34. A good transfer • This is Jane Doe with Acme Corporation accounting department. May I help you? • I need to speak to Ann Smith about my bill. • May I have your name, please? • This is Joe with MNM Company. • I can transfer you to Ms. Smith. Please hold while I find out if she is in her office. (Wait for response from caller.) • Ann, I have a call for you from Joe at MNM. He has a question about his bill. • Thanks, you can send the call to me. • Joe, thank you for holding, I’m transferring you now. www.performtogrow.com E-mail rick@performtogrow.com 34 ©2006 Performance Growth Partners Inc. All rights reserved.
  35. 35. And a word about cell phones… If in doubt, turn it off. Shhh… use your inside voice. www.performtogrow.com E-mail rick@performtogrow.com 35 ©2006 Performance Growth Partners Inc. All rights reserved.
  36. 36. General Courtesy It’s really just common sense. www.performtogrow.com E-mail rick@performtogrow.com 36 ©2006 Performance Growth Partners Inc. All rights reserved.
  37. 37. Remember what your mother said… Please… Thank you… You’re welcome… Excuse me… May I… www.performtogrow.com E-mail rick@performtogrow.com 37 ©2006 Performance Growth Partners Inc. All rights reserved.
  38. 38. Smile! It makes a real difference, in person or over the phone. www.performtogrow.com E-mail rick@performtogrow.com 38 ©2006 Performance Growth Partners Inc. All rights reserved.
  39. 39. Just being polite… Shaking hands–firm, shake twice, eye contact Opening doors–not just for the boys! Table manners–remember Mom, napkin in lap, don’t talk with your mouth full, read a good guide for more details General good manners–Don’t interrupt, really listen, show interest, introduce people to each other, include everyone in the conversation, make people feel welcome and comfortable www.performtogrow.com E-mail rick@performtogrow.com 39 ©2006 Performance Growth Partners Inc. All rights reserved.
  40. 40. Making others comfortable makes you comfortable If we are to preserve civilization, we must first remain civilized. Louis St.Laurent www.performtogrow.com E-mail rick@performtogrow.com 40 ©2006 Performance Growth Partners Inc. All rights reserved.
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