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Business Etiquette and Professionalism

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Presentation for office assistants in counselling and health practitioners' offices. Please note that video clips and illustrations were removed to honour copy and distribution rights.

The Association for Supportive Counsellors and Holistic Practitioners (ASCHP) are committed to assist member to professionalize their practices and their services to their clients and the community.

Information about Dr Barbara Louw is available on www.barbaralouw.com.
More detail about ASCHP is available on www.aschp.net and prospectus about our Continuous Professional Development (CPD) program is available om www.aschp-cpd.co.za.

Published in: Health & Medicine
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Business Etiquette and Professionalism

  1. 1. Business Etiquette & Professionalism Dr. Barbara Louw CEO Inter Trauma Nexus & Aquilla Advisors
  2. 2. Programme for the day  Customer service  Business etiquette  Etiquette for business correspondence  Working together Aquilla Advisors 2018 - Wellness4Wholeness
  3. 3. Understanding your customers  The specific service niche  Characteristics of the services you provide  Understanding the customer  How do your customers see you? Aquilla Advisors 2018 - Wellness4Wholeness
  4. 4. Be part of a winning team  Customer service problems  Using the team as a resource for improving service  Turning customer problems into opportunities Aquilla Advisors 2018 - Wellness4Wholeness
  5. 5. Regular services check-up  Service audit  Customer feedback  Colleague feedback Aquilla Advisors 2018 - Wellness4Wholeness
  6. 6. What is business etiquette? Aquilla Advisors 2018 - Wellness4Wholeness
  7. 7. The Golden Rule of Communication in the workplace Communicate in a way that you are not misunderstood. Aquilla Advisors 2018 - Wellness4Wholeness
  8. 8. Principles of impeccable work behaviour  Basic guidelines  Be kind  Don’t be noisy  Don’t ignore the phone  Don’t ignore email  No bickering  Closing the day  Follow up on all outstanding/incomplete matters  Inbox must be empty  Tidy desk and wash dishes Aquilla Advisors 2018 - Wellness4Wholeness
  9. 9. Meeting people  When you are the receptionist  Introduce yourself  Smile and be kind  Make eye contact  Speak clearly  Make a note of the correct name and number  When you are inside the “Inside office”  Be discrete  Be mindful  Introducing people  Always speak clearly  Saying “good bye” Aquilla Advisors 2018 - Wellness4Wholeness
  10. 10. Telephone etiquette Always smile when speaking over the phone (Use a mirror)  Answering your phone  Within 3 rings  Professional greeting  Speak clearly  Write down a name and number as soon as possible  Screening calls  Be polite and honest  Take a message, with name and number – always!  Making & Returning calls  Pre-plan why you phone (Make notes)  Professional introduction  Speak clearly and make sure you are speaking to the correct person. Aquilla Advisors 2018 - Wellness4Wholeness
  11. 11. Meetings  Planning meetings  Understand the purpose  Identify all role players and appropriate venue  Compile and communicate purpose and agenda  Realistic time frames  Organize logistics  Attending meetings  Be on time, dress appropriately  Participate and stick to agenda  Take notes  Leaving meetings  Never sneak out  Greet the host/chair person Aquilla Advisors 2018 - Wellness4Wholeness
  12. 12. Etiquette for business correspondence – Inside the company  Be kind and respectful  Communicate clearly  Always add your name to communicate coming from you  No passive aggressive behaviour! Aquilla Advisors 2018 - Wellness4Wholeness
  13. 13. Etiquette for business correspondence –  Never pretend to be someone else in correspondence!  Never use someone else’s signature!  Always use your own name only  Indicate if you are writing on behalf of someone else  Be cordial, especially when communicating in writing Aquilla Advisors 2018 - Wellness4Wholeness
  14. 14. Etiquette for business correspondence – To the outside world  Salutation  Signature block  Copy notation  Postscript Aquilla Advisors 2018 - Wellness4Wholeness
  15. 15. Working together- manage your mind  What makes people different?  Who do you influence?  The devastating effect of passive aggressive behaviour.  Other unprofessional tendencies Aquilla Advisors 2018 - Wellness4Wholeness
  16. 16. Working together – Managing your words  Common sense isn’t common  How words work  Bridging barriers Aquilla Advisors 2018 - Wellness4Wholeness
  17. 17. Working together – Managing the unspoken  Making time  Making space  Talking sense  Beauty in the workplace Aquilla Advisors 2018 - Wellness4Wholeness
  18. 18. Working together – Taking action Aquilla Advisors 2018 - Wellness4Wholeness
  19. 19. Your eBook Aquilla Advisors 2018 - Wellness4Wholeness

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