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Business etiquettes gihan

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• Principles underpinning all etiquette: the Golden and Platinum rules. …

• Principles underpinning all etiquette: the Golden and Platinum rules.
• Perception Equals Reality.
• Initial and Sustained Perception
• Communicating with Confidence
o PRESENCE
o APPEARANCE
o Handshaking exercise handout
o DRESS handout
o Grooming
o Mental rehearsal
o Make your first words count
• Interaction: Listening skills handout
• Interaction: Listening skills
• Interactive moment
• Planning a message
o Outlining your message
o Write an effective opening
o Order your arguments
• TELEPHONES AND FRONT DOORS
o Telephone Etiquette handout & exercise.
o General Do’s and Don’ts.
o Conference calls.
o Voice Mail
o Cell phone.

• At the Office
o Understanding Office Protocol
o Introducing yourself
o Introduce lower ranking person to higher ranking person. Include useful information
o Remembering names
o Speak with authority
o Write with authoritatively and positively and concisely.
o Notes of Appreciation
• Ice breakers
• Meeting Etiquette "Before , During & After"
• Social Events
• TABLE MANNERS
o Business Meals
o Rules of the host.
o Rules of the guest.
o Dining Etiquette
• MORALS AND MANNERS
• ATTITUDE
• PROVIDING SOLUTIONS TO CLIENT PROBLEMS
• TRAVELING AND SELLING

Published in: Education, Business, Technology

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  • 1. Business EtiquettesBy : Gihan aboueleish
  • 2.  Golden: Treat others as you would like to be treated Platinum: Treat others as they would like to be treated Business Etiquettesv- Gihan Aboueleish 4 June 2012 2
  • 3. Two Stages: Initial Perception— (Immediate) Sustained Perception— (Over Time) Business Etiquettesv- Gihan Aboueleish 4 June 2012 3
  • 4. Initial Perception Sustained Perception Presence Personal Substance  Appearance & Professionalism  Manner & Style  Attitude  Etiquette  Integrity  Awareness  Civility  Work Ethic & DisciplinePresentation  Listening and Interpersonal Skills  Meeting Skills  Business Meals Business Etiquettesv- Gihan Aboueleish 4 June 2012 4
  • 5.  Appearance Manner & style Etiquette Business Etiquettesv- Gihan Aboueleish 4 June 2012 5
  • 6. ―People begin to evaluate usbefore any words are ever spokenWho you are speaks so loudly I donot hear what you say‖ Emerson Business Etiquettesv- Gihan Aboueleish 4 June 2012 6
  • 7.  Carriage: exercise Handshaking: exercise Dress: handout Grooming First words: Exercise Listening: Exercise Introduction Style: Exercise Voice: exercise Name Recognition/Recall Business Etiquettesv- Gihan Aboueleish 4 June 2012 7
  • 8.  Pumper Dead Fish Squeezer Two handed Equal, with direct eye contact Business Etiquettesv- Gihan Aboueleish 4 June 2012 8
  • 9. DRESS * Does Dress Impact Decision on Interviewees? Yes – 93% No – 7% * Does Dress Impact Promotion Potential? Yes – 96% No – 4% Business Etiquettesv- Gihan Aboueleish 4 June 2012 9
  • 10. ―The way you dress affects the way you areperceived, and the way you are perceived, isthe way you are treated.‖ Buck Rodgers Former VP of Marketing, IBM Author of The IBM Way Business Etiquettesv- Gihan Aboueleish 4 June 2012 10
  • 11.  Neatly trimmed hair Light perfume or cologne Clean and trimmed fingernails Limited jewelry Concealed tattoos; no visible body jewelry Polished shoes Stockings without runs Belts on pants; socks that match belt color Business Etiquettesv- Gihan Aboueleish 4 June 2012 11
  • 12.  Before you enter a situation, visualize what you are going to say and do—and then mentally rehearse how you believe your audience will respond. At the same time, visualize what your audience‘s most preferred communicator would be saying and doing Business Etiquettesv- Gihan Aboueleish 4 June 2012 12
  • 13.  Ask yourself, ―What would the other person like to hear me say first?‖ This will allow you to say something that will show you see things from the other person‘s point of view. Exercise: compliment someone at the table about something you know to be important to them. Business Etiquettesv- Gihan Aboueleish 4 June 2012 13
  • 14.  How do you know someone is listening to you? How do you feel when you know someone is listening to you? How do you describe a person who is listening to you? Business Etiquettesv- Gihan Aboueleish 4 June 2012 14
  • 15.  How do you know someone is ignoring you? How does it make you feel when you are ignored? How do you describe a person who has ignored you? Business Etiquettesv- Gihan Aboueleish 4 June 2012 15
  • 16.  Why should you plan your non-verbal communication as carefully as your verbal behavior before you take part in a job interview? Business Etiquettesv- Gihan Aboueleish 4 June 2012 16
  • 17. Purpose: What do I want to happen as a result of this message? When do I need a response?Strategic alignment: How does my memo contribute both to reader and company goals? How will readers react?Execution: Is this a good time to send this message? How can I finish it on time? How should I transmit this message? Business Etiquettesv- Gihan Aboueleish 4 June 2012 17
  • 18.  Open with your purpose: Clear subject line. Opening paragraph that answers the What, Why, and When questions. Order your arguments: Lead from strength; chronology; umbrella point. List action steps: Who does What When Business Etiquettesv- Gihan Aboueleish 4 June 2012 18
  • 19.  Write precise subject lines Write first sentences that tell readers how you want them to react to the rest of the message. Define the ―why(s)‖ of your message. Be sure your opening meets the ―so what‖ test Business Etiquettesv- Gihan Aboueleish 4 June 2012 19
  • 20.  Lead from strength in action memos. Order by chronology in explanatory memos Business Etiquettesv- Gihan Aboueleish 4 June 2012 20
  • 21. Headings: table of Boldface, contents of memo; underlining, and macro-organizers italics: helpLists: improves readers scan comprehension and information- more easily retention; micro- Indenting: reveal organizers hierarchies of thought White space: improved curb appeal of memo Business Etiquettesv- Gihan Aboueleish 4 June 2012 21
  • 22. Overall appearance Chunking Margins  Overall length Type Size  Short paragraphs Boxing  Short sentences Typeface  Short words Business Etiquettesv- Gihan Aboueleish 4 June 2012 22
  • 23. Opening paragraphsBackground paragraphScan able body paragraphs ◦ write in what/why/data (or significance)Issues/further discussionFollow-up paragraphs Business Etiquettesv- Gihan Aboueleish 4 June 2012 23
  • 24.  Hi, I‘m Fred Jones (vs. Mr, Ms, or Dr) Business Etiquettesv- Gihan Aboueleish 4 June 2012 24
  • 25.  Hello. My name is Libby Smith. I am here for a 1 o‘clock appointment with Mr. Jones. Business Etiquettesv- Gihan Aboueleish 4 June 2012 25
  • 26.  Mention authority figures first and introduce others to them. Introduce a younger person to an older person. Always stand up. Always shake hands. Business Etiquettesv- Gihan Aboueleish 4 June 2012 26
  • 27.  FatherGraham, may I introduce Libby Smith, our new assistant director of diversity. She recently earned her MA in Human Resources at Indiana University. FatherGraham has served as President of Xavier University for the past 6 years. Recently, US News & World Report ranked Xavier as the 2nd best comprehensive university in the Midwest. Business Etiquettesv- Gihan Aboueleish 4 June 2012 27
  • 28. In groups of 3-4, introduce each members of the group to one another. Business Etiquettesv- Gihan Aboueleish 4 June 2012 28
  • 29.  Getbusiness cards from everyone you meet and makes notes on it about when you met, what you had in common, and details about the person, including names of children. Preferthe formal to the informal, especially with older and higher ranking people Avoidsaying, ―I‘m sorry, I have forgotten your name‖ Instead, say ―Help me out, your name was on the tip of my tongue and I must be having a senior moment. Business Etiquettesv- Gihan Aboueleish 4 June 2012 29
  • 30. Even when asking questions, have your voice end on with a downward inflection.Say ―What time is the meeting?‖ once with voice raising at the end and one with voice ending with a downward inflection. Business Etiquettesv- Gihan Aboueleish 4 June 2012 30
  • 31.  Authoritative language Positive language Concise language Business Etiquettesv- Gihan Aboueleish 4 June 2012 31
  • 32.  Telephone calls. Notes of Appreciation Phone Calls and Voice Mail Beepers, Cellular Phones and Portables Business Etiquettesv- Gihan Aboueleish 4 June 2012 32
  • 33.  Identifyyourself and your company. Ask the person if he or she has time to talk. Make calls during normal business hours. Return calls the same day. Never put someone on hold without asking permission. Don‘t do other work while on the phone Be courteous of others when screening calls. Business Etiquettesv- Gihan Aboueleish 4 June 2012 33
  • 34.  Outline points you want to make prior to placing a call. If your party is not there, leave a brief message and request a telephone appointment. If your party answers, identify yourself, stick to your outline and thank the person at the end of the call. Business Etiquettesv- Gihan Aboueleish 4 June 2012 34
  • 35.  Prepare Be respectful Be inclusive Keep moving Get commitments Business Etiquettesv- Gihan Aboueleish 4 June 2012 35
  • 36.  Identify yourself and your return number immediately. Be brief and to the point. What you want, why it is of mutual interest, details, next steps. Leave return number again. Record your own concise outgoing message. Make sure you sound upbeat and optimistic Business Etiquettesv- Gihan Aboueleish 4 June 2012 36
  • 37.  Start with an upbeat greeting Indicate how the caller can get a response Close on a positive note (Make it a great day!) Do not have a cute message background music a long introductory comment before the beep Business Etiquettesv- Gihan Aboueleish 4 June 2012 37
  • 38. What are the differences in impressions you makewhen you use each of the following media:  voice mail message  e-mail message  business letter  telephone call impact of  normal call  speaking from or to a speaker phone  call waiting interruptions Business Etiquettesv- Gihan Aboueleish 4 June 2012 38
  • 39. Limit the use. Put on vibrate or silent. Business Etiquettesv- Gihan Aboueleish 4 June 2012 39
  • 40.  Thank You Letter of Commendation Memos of Recognition Business Etiquettesv- Gihan Aboueleish 4 June 2012 40
  • 41.  When visiting an office, pay attention to how the office is decorated. Look for clues that will allow you to compliment the other person on something non-controversial Avoid politics, religion, how much you earn, or negative communication such as comments about a company or people Business Etiquettesv- Gihan Aboueleish 4 June 2012 41
  • 42. In small groups, identify something in your office décor that perceptive visitors could identify that would allow them to compliment you or start a conversation about a topic that stirs feelings of pride within you. Business Etiquettesv- Gihan Aboueleish 4 June 2012 42
  • 43.  Before the meeting Starting the meeting After the meeting Business Etiquettesv- Gihan Aboueleish 4 June 2012 43
  • 44.  Arrive early to make sure meeting room is set up correctly. Put agendas in place. Provide for drinks and a light snack. Stand near the door to thank each person who arrives. Ask what issues are of particular interest to them. Introduce new members to existing members Business Etiquettesv- Gihan Aboueleish 4 June 2012 44
  • 45.  Ask new members of group to introduce themselves. Ask historical members to give their names and positions. Preview the agenda and set a time limit for each item, including time at the end of the meeting to come back to issues. Business Etiquettesv- Gihan Aboueleish 4 June 2012 45
  • 46. Ask non-contributing members if they‘d like to add their perspectives.Note: Interestingly, research shows talkative members welcome the comments of others— and shy members value inclusion in the conversation. Business Etiquettesv- Gihan Aboueleish 4 June 2012 46
  • 47.  Summarize agreed upon actions, responsibilities and timing, later written as minutes and distributed to relevant parties. Thank group and guests for their time and contributions. Business Etiquettesv- Gihan Aboueleish 4 June 2012 47
  • 48.  Business Meals Rules for the Host Rules for the Guest Ordering Business Etiquettesv- Gihan Aboueleish 4 June 2012 48
  • 49.  Breakfast Meetings: often best time to meet with busy executives Luncheon Meals: iced tea and simple food After-Work Cocktail: one only to stay in command in the meeting and on the road. Business Dinners B=Bread D=Drink Business Etiquettesv- Gihan Aboueleish 4 June 2012 49
  • 50.  Don‘t impose invitations. Request responses as soon as possible. Invite others for business reasons. Select an appropriate setting. Business Etiquettesv- Gihan Aboueleish 4 June 2012 50
  • 51.  Arrive early to greet guests. Give credit card to server in advance. Ask that 18% be added for a tip. Be sure server gives you signature form to sign promptly and discretely at end of meal. Ifprice is a factor, indicate courses & meals you recommend that meet your guidelines. Apologize to guests if the food or service is below your expectations. Business Etiquettesv- Gihan Aboueleish 4 June 2012 51
  • 52.  Respond promptly to the invitation and give reasons for a negative response. Know where the event will take place and know what rules apply there. Arrive 2-3 minutes late, no later. Follow the host in deciding what to order. Be aware of what you order says about you to others. Thank the host. Say positive things about host that he or she want to hear said and cannot say about him or herself. Business Etiquettesv- Gihan Aboueleish 4 June 2012 52
  • 53.  Avoidawkward foods. Do not order alcohol if . . .  it is against company policy.  you will be driving after the meal.  you don‘t want to drink alcohol.  it will be your second drink. Business Etiquettesv- Gihan Aboueleish 4 June 2012 53
  • 54.  Leave some food on each plate Split bills evenly if bill is divided Do not take a doggy bag Business Etiquettesv- Gihan Aboueleish 4 June 2012 54
  • 55. Only begin eating after your host or guest is seated and begins eating.Bring food up to your mouth (soup spoon)Observe pace of eating of others and conform to their paceCut one piece of food and eat it rather than cutting up meat all at once Business Etiquettesv- Gihan Aboueleish 4 June 2012 55
  • 56.  Lay napkin across lap; do not use as a bib Select silverware from the outside in When finished, put silverware in 10 o‘clock position Do not dunk food Keep mouth closed when chewing Business Etiquettesv- Gihan Aboueleish 4 June 2012 56
  • 57.  All Four Elements are Important  Attitude  Integrity & Trust: Always Doing the Right Thing  Civility  Self Discipline Business Etiquettesv- Gihan Aboueleish 4 June 2012 57
  • 58. Be positive about yourself, your work, your boss, peers, coworkers, customers, suppliers, and company Business Etiquettesv- Gihan Aboueleish 4 June 2012 58
  • 59. ―Winning is not a some time thing; it‘s an all the time thing. You don‘t win once in a while; you don‘t do things right once in a while; you do them right all the time.Winning is a habit. Unfortunately, so is losing.‖ Vince Lombardi Former Head Coach Green Bay Packers Business Etiquettesv- Gihan Aboueleish 4 June 2012 59
  • 60.  Telling the truth Doing what you say you will do, reliability Business Etiquettesv- Gihan Aboueleish 4 June 2012 60
  • 61.  Positive regard for others Sincerity Empathy: emotional quotient Tact and diplomacy Respect for diversity Business Etiquettesv- Gihan Aboueleish 4 June 2012 61
  • 62.  Making priorities and organizing time in terms of those priorities. Putting the important ahead of the easy. Business Etiquettesv- Gihan Aboueleish 4 June 2012 62
  • 63.  Listen for the pain Focus on client business benefits Ask for the business Business Etiquettesv- Gihan Aboueleish 4 June 2012 63
  • 64.  Networking Product/service confidence Personal credibility Business Etiquettesv- Gihan Aboueleish 4 June 2012 64
  • 65. Treat Others the Way You Want to be Treated Extending Greetings Nurturing Your Colleagues Overcoming Gossip Handling Rivals Accepting Criticism Graciously Business Etiquettesv- Gihan Aboueleish 4 June 2012 65
  • 66. WHAT YOU THINK WHAT YOU SAY• This is taking • How can we get this forever approved (finished) quickly? • What if you• Why can‘t you • Would it be better if• I hate it when • Here‘s my suggestion.• Here‘s the best way to do it. Business Etiquettesv- Gihan Aboueleish 4 June 2012 66
  • 67. Use phrases that bring out the best in yourlistener ―Positive‖ I know you want what is fair for both of us. I am sure you will do your best to help me out. I am counting on you. I enjoy working for you because you respond so effectively to your department‘s needs. Business Etiquettesv- Gihan Aboueleish 4 June 2012 67
  • 68.  Focusing on the potentials of the future rather than the concerns of the past. Us1ng a positive vocabulary: viewing problems as concerns, issues, or, even better, opportunities for improvement. Andmost importantly, determining how you can change to improve the situation Business Etiquettesv- Gihan Aboueleish 4 June 2012 68
  • 69. WONDER WHAT‘S HAPPENING MAKES THINGS HAPPEN QUESTIONS QUESTIONS • How can I learn what management values? How can I show my value?• Why doesn‘t this company value me? • How can I find out how to do this job so that I am confident I am doing it• Why can I never understand right? exactly how I am supposed to do • What ‗s the best way to approach my my job? manager to discuss this issue? • How can I let my manager know what• When am I going to get the kind of additional training I need? training I need? • How can I develop the skills I need on my own? • How can I get my staff to tell me about how they feel about their work? How• Why does my staff show so little can I motivate them more effectively? enthusiasm? Business Etiquettesv- Gihan Aboueleish 4 June 2012 69
  • 70. 1 -Why are things changing so fast?2 -Why don‘t we ever change around here?3 -When is this supplier going to call?4 -Why is that customer always so discourteous?5 -Why are our services so undervalued?6 -Why do I do more work than any other member of my group?7 -Why is one of my co-workers so lazy? Business Etiquettesv- Gihan Aboueleish 4 June 2012 70
  • 71. 8-Why is my supervisor so critical of my work?9 -Why isn‘t my staff following my directions?10- Why do I have to always do what my boss wants?11- Why can‘t I follow my own work priorities?12- Why do I get sick so often?13- When will I get some relief from this stress?14- Why is it so hard to make friends here? Business Etiquettesv- Gihan Aboueleish 4 June 2012 71
  • 72. • I did not do the study because • I am planning to complete the I‘ve been busy. study by Friday.• You are so selfish you never see • I know you are busy. When can we how much you demand. schedule 30 minutes to discuss the possibility of hiring a part time assistant? • I realize these tests require careful• The tests are not done yet! What planning and execution. How soon do you people do all day? can you finish? • This memo is headed to the• Don‘t you ever pay attention? Director. Please make the changes This document is full of I identified and proofread the mistakes. report carefully. Thanks. I appreciate your help. • Let me share my perspective on• That‘s won‘t work this issue. Business Etiquettesv- Gihan Aboueleish 4 June 2012 72
  • 73. Thank You