Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Communication Etiquette

29,640 views

Published on

Published in: Business, Technology

Communication Etiquette

  1. 1. Communication Etiquette
  2. 2. Appetizer Communication Styles Starter Conflict Criticism Main Course Meetings Business Etiquette Dessert Cross Cultural Communication Taken from: http://www.illustrationsof.com/royaltyfree-menu-clipart-illustration71538.jpg
  3. 3. COMMUNICATION STYLES AGGRESSIVE • difficulty in seeing other people’s point of view • interrupts / monopolises communication exchange • achieves goals often at others’ expense • domineering / bullying / condescending
  4. 4. COMMUNICATION STYLES PASSIVE • indirect / hesitant / apologetic • trusts others but not self • difficulty in expressing own wants / feelings • allows others to make decisions for self
  5. 5. COMMUNICATION STYLES ASSERTIVE • non-judgmental / trusts self and others • expresses honestly and directly • active listener • considers others’ feelings • confident / self-aware / flexible
  6. 6. CONFLICT & CRITICISM Group Work: Discuss and present (10 min) Group 1: Define conflict and explain the two types of conflict. Group 2: What are the causes of conflict? Group 3: What are the five conflict management strategies? Group 4: Explain what is constructive and destructive and how to give constructive criticism.
  7. 7. CONFLICT Definition of conflict •a situation between two or more people in which one person perceives that another person has negatively affected something that the first person cares about. Types of conflict •Functional •Dysfunctional
  8. 8. CONFLICT Causes of conflict •Information •Process •Objectives •Values •Styles http://2.bp.blogspot.com/_R4PUMY8HEM8/SloDHx3im2I/AAAAAAAABpE/JLT1wioqEwQ/s320/conflict1.jpg
  9. 9. CONFLICT MANAGEMENT • Competition (win-lose) • Compromising (win some, lose some) • Collaboration (win-win) • Accommodation (lose-win) • Avoidance (lose-lose)
  10. 10. CRITICISM • What is criticism? • Constructive & destructive criticism • How to give constructive criticism • The Positive Negative Positive (PNP) sandwich • How to receive constructive criticism
  11. 11. MEETINGS • Types of meetings • Planning for meetings • Meeting participants • Good meeting manners • Barriers to effective meetings
  12. 12. MEETING – Video: Excerpt from “Gung Ho”
  13. 13. TYPES OF MEETINGS Formality • formal • semi-formal • informal Purpose • information-giving • decision-making • problem solving
  14. 14. PLANNING FOR MEETINGS • Purpose of meeting • Notice of meeting • Agenda • Venue/setting • Seating arrangement • Audio-visual equipment
  15. 15. MEETING PARTICIPANTS • Roles and duties of participants before, during and after the meeting Participants • Chairperson • Secretary • Meeting members
  16. 16. GOOD MEETING MANNERS • Professional appearance • Positive body language • Contribute effectively and actively • Handle conflict or disagreement professionally
  17. 17. GOOD MEETING MANNERS • Give constructive criticism and avoid destructive criticism • Turn taking when speaking in a meeting • Arrive prepared and on time for meeting
  18. 18. BARRIERS TO EFFECTIVE MEETINGS • Poor verbal skills • Inappropriate nonverbal skills (e.g. body language) • Poor listening skills • Unwillingness to participate
  19. 19. FOLLOW-UP OF MEETING • Minutes of meeting • Purpose of minutes of meeting • Format • Writing style & language
  20. 20. BUSINESS ETIQUETTE & CROSS CULTURAL COMMUNICATION Take a short quiz (Taken from the San Diego State University Student Affairs, Career Office http://career.sdsu.edu/resources/tutorials/manners/etiPre.html#1) Taken from http://tfli.org/images/multinational%20handshakes%20cartoon.jpg
  21. 21. GENERAL BUSINESS ETIQUETTE • Greeting / Mode of Address  introductions done in order of age or status  general rule is to defer to authority and use an honorific Mr., Mrs., or Dr., unless asked to use first names  firm handshake with direct eye contact • Business Attire  depends on industry and setting  ranges from business casual to formal; if unsure, dress more formally
  22. 22. GENERAL BUSINESS ETIQUETTE • Gift Giving  choose good quality gifts; company logo (if any) should be discreet  status of recipient is reflected in choice and value of gift  gifts are not opened when received
  23. 23. GENERAL BUSINESS ETIQUETTE • Dining and Entertaining  drinking is generally discouraged during business meals  elbows on the table should be avoided while eating  never make loud noises during eating and chew with mouth open; do not talk with food in the mouth  avoid controversial topics (e.g. politics, religion)
  24. 24. BUSINESS ETIQUETTE INDIAN CULTURE Group Work: Write down two statements on each topic. (15 min) Group 1: Meeting/greeting; making introductions; business cards Group 2: Gift giving; small talk; dining and entertaining Group 3: Personal reputation; business relationships Group 4: Business meeting etiquette; negotiation & decision making http://ethisphere.com/reporting-growth-in-india-an-emerging-business-case-for-an-emerging-market-leader/
  25. 25. BUSINESS ETIQUETTE INDIAN CULTURE • Meeting and greeting people • Making introductions • Business cards • Gift Giving • Small talk • Dining and Entertaining
  26. 26. BUSINESS ETIQUETTE INDIAN CULTURE • Cultural issue: Personal reputation • Business relationships • Business meeting etiquette • Negotiation & decision making
  27. 27. Q&A

×