Etiquette Wkshp


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Professional etiquette for the workplace

Published in: Business, Technology

Etiquette Wkshp

  1. 1. Professionalism in the Workplace Etiquette Matters!
  2. 2. People, like diamonds, have basic market value – but it is only after they have been polished that the world will pay their real value. ~William Thourlby
  3. 3.  Corporations spend millions of dollars on advertising, training for their personnel, etc.  Employees’ customer service abilities and etiquette usage can sabotage all of that  We expose our own weaknesses when we fail to use proper etiquette  Etiquette is really about respect… something we all desire!  Etiquette requires us to admire the human race. ~Mark Twain Does Etiquette Matter?
  4. 4. Dress for Success  First impressions do count  Fair or not, how you dress will contribute to others’ opinions of you  Competency, responsibility  Intelligence  Maturity level  Trustworthiness  Dress in your own style, but err on side of conservatism
  5. 5. Dress for Success  Details are important too  Shoes/socks  Accessories and ties  Hair, make-up, nails  Apparel perils  Party clothes are not work clothes  Tattoos & piercings  Business casual is not as casual as you think!
  6. 6. Attitude  Leave your personal problems at the door  Never criticize your competition to anyone  Smile when talking on the telephone or in person to customers and colleagues  Work frustrations  Praise down, protest up
  7. 7. Manners  Never use company resources for personal use without permission  Keep personal business to a minimum during regular business hours  If someone ‘drops in’ for an unreasonable amount of time, stand up and move toward the door to signal you’re busy  Maintain personal & professional confidences  Keep your feet on the floor during regular business hours and don’t sit on another’s desk  Food and gum  Social media, phones/texting, etc.
  8. 8. Greetings  Handshake  Practice your handshake!  Stand approximately 1 arm’s length apart  Introductions  Person of authority/age first  Client to supervisor  Female to male  Use first names only once asked to do so (Ms. for women)  Nametags on the right
  9. 9. Social Functions  Invitations  Always acknowledge  Bring/send small gifts when a guest in someone’s home  Always thank the host/hostess when you arrive & leave  Mixing & Mingling  Have an ‘itinerary’ and designate arrival/departure times  Size up the room, approach individuals who are alone  Don’t monopolize, ask open-ended questions, listen!!  Business Cards  Accept, study, file (or leave on desk during conversation)
  10. 10. Being a Good Guest  Wait until the host/hostess takes his/her first bite before beginning  Do not ask for food that has not been presented & eat what is prepared (give advance notice of allergies, etc.)  Help prepare food and clean up  Be flexible  Remove shoes when entering a home (or wipe well)  Never place feet on furniture  Always use coasters for hot, cold, or wet items
  11. 11. Basic Table Manners  Never:  Request ‘to-go boxes’  Smoke, indulge in alcohol or excessive eating  Season your food before tasting it  Push or stack plates  Always:  Ask others to pass items out of reach  Notify hosts (in advance) of dietary needs  Try all food  Use proper posture  Follow the lead of the host/hostess
  12. 12. Utensils  Remember: Outside-In  Forks  Spoons  Knives  Glasses, coffee cup  Plates: Butter, salad, dessert, chargers  Silverware mishaps  Utensil placement during & after meal  Once used, it never touches the table  No utensils left in items that aren’t flat
  13. 13. Odd Issues  Drinks  Use coasters  Balance on plate, only ½ full  Buffets  Napkins  Soup  Bread and meat (& inedible items)  Passing Items  Used utensils  Cracker wrappers – top of soup bowl/salad plate  Sugar wrappers – fold & place under saucer edge  What is a charger anyway?
  14. 14. Gifting  Always follow your company’s gifting policy when exchanging gifts with co-workers  Be discreet; exchange gifts away from the office if possible  If supervisors give gifts, all must be equal  Employees are not expected to reciprocate, but small gifts may be presented (or pool funds)  If gifts are exchanged, typically stick to under $20  Maintain policies, but always be grateful
  15. 15. Quality of Work  How good does your work have to be? What percentage of customers should we try to please? 90%? 95%? How about 99.9%?  99.9% Accuracy =  At least 20,000 wrong prescriptions per year,  Two short or long landings at a major airport per day,  500 incorrect surgical operations per week, and  2,000 lost articles of mail PER HOUR!  We could not accept 99.9% in many fields…What do we expect with regard to ourselves?
  16. 16. Problem Solving at Work  If you fail to meet expectations, you will get dissatisfied customers/supervisors…if you meet expectations, you will get indifferent customers/supervisors  You must exceed expectations  If you can not solve the problem, find someone who can  Be proactive…seek out & solve problems  Take personal responsibility (but don’t take it personally)  Always explain what you can do for the customer, not what you can’t do  Don’t say “I’m sorry” unless you mean it  Never place blame on anyone else…Provide solutions, not excuses
  17. 17. Customer Service  Most people are not rude or discourteous…just indifferent  No eye contact  Talking to others while assisting a customer  Talking ABOUT someone else in ear-shot of a customer  Working on other tasks while customers wait  Pointing to an item or room rather than showing/taking customer to it  Failing to immediately greet a customer  Responding “I don’t know” without attempting to find out  Failure to follow through with promises
  18. 18. Telephone Etiquette  Answering the telephone  Include company name, division/department, & your name  Be the last to hang-up  Making calls  Introduce yourself and state your business, even if you know you don’t have the person with whom you need to speak  The person you CALLED always has priority, even over people who walk into your office
  19. 19. Telephone Messages  Leave complete messages  Chance of reaching the person you’re calling is 1 in 6  Always take thorough messages  Complete name (may know several ‘Steves’)  Reason for call and information needed  Return telephone number & best time to call  Date & time of call  Initials of person taking message  Respond to all messages within 1 business day
  20. 20. Cell Phones  Be careful about the volume of your voice…and of your ring tone!  Turn off when you are at work unless clients have your cell number  Never use in lectures/classes, at concerts, movies, or anywhere you would not talk to your neighbor at full volume  If a call is lost due to a poor connection, the person who originated the call calls back
  21. 21. Good manners sometimes means simply putting up with other people’s bad manners. ~H. Jackson Brown, Jr.
  22. 22. Speaker Phones  Always ask the person on the other line for their permission to put them on speaker phone  State reason for using speaker phone  Never start a call with the person already on speaker phone (if someone does this to you, state, “I’m sorry, I can’t hear you well. Could you please pick up?”)  Introduce all people in the room  Use name before speaking (“This is Patricia, _______”)  Notify the other party whenever someone new comes into the room or when someone leaves
  23. 23. Correspondence  Company letterhead  Company business only  Thank you notes  Keep notecards on hand  Within two weeks…but later is better than never  Respondez s'il vous plait (Please reply)  Do it and keep it  RSVP within one week (or by date if listed)
  24. 24. Email  Email is company property so use for business purposes only  Remember every single message has the chance of being forwarded…intentionally or unintentionally (never reply in frustration)  Do not mass mail/forward at work  Always include a ‘Subject’ heading  Keep messages short; use bullets
  25. 25. Email  DO NOT USE ALL CAPS OR EXCESSIVE PUNCTUATION!!!!  Utilize spell-check and re-read your messages before sending  ‘Reply’ vs. ‘Reply All’  CC and BCC sparingly  Message notification
  26. 26. Faxes  Call before sending anything longer than 7 pages, even if the fax is expected  Always include telephone numbers  If you receive a fax not intended for you, call the sender and/or the person to whom it was intended
  27. 27. Meeting Planning  Plan and communicate in advance:  Goals/objective and agenda  Decide on participants-no warm bodies  Confirm one working day before the meeting  Be on time (but not too early) & stay throughout  Check out facilities, technology in advance  Be courteous & don’t fidget  No gadgets!  Thank attendees & send minutes within 48 hours
  28. 28. Cubicle/Lab Code of Ethics  Maintain low speaking voices  Walk to cubicles to speak with colleagues  Conduct personal business via cell phone away from the cubicle  Wear minimal perfume/cologne  Refrain from smoking immediately before going in to work and do not smoke in enclosed spaces to minimize smoke odors
  29. 29. Flu Season…  If you have a fever or are coughing and sneezing frequently, use your sick leave or take extreme precaution to avoid spreading your illness  If you feel a cough or sneeze coming on, cover your mouth with your left hand or, better yet, the inside of your elbow  Excuse yourself after sneezing  Wash your hands often!
  30. 30. International Etiquette  Be courteous; ask for clarification if necessary  Invest in resources if you travel frequently  Kiss, Bow, or Shake Hands by Morrison & Conaway  American flag etiquette  Anthem - Stand at attention with right hand over heart  Have nothing in your hands  Men remove hats  Parades - Stand & face flag, hand over heart  Flag display - Sunrise to sunset, good weather only  International citizens stand but don’t salute
  31. 31. In the Air…  Board quickly; carry your luggage in front of you & check bulky luggage  Make your way to your seat quickly & don’t dominate the restroom time  Listen to safety rules & allow others to do so as well  Allow passenger in the middle to have both arm rests  Do not recline your seat; if you must, be sure to ask first  Don’t chatter away to those who don’t wish to talk…when you do talk (or listen to music or watch movies), do so quietly  Thank the flight attendants & pilots upon disembarking  Don’t block others at the luggage carousel
  32. 32. Theatre & Concerts  Arrive on time & stay throughout (don’t save seats)  Bring your own kleenex and cough drops  Turn off cell phones and do not talk during show  Do not stand up or do anything to obstruct others’ views  Applaud properly  Recitals, operas, ballets – don’t clap at every lull  Jazz or rock – express exuberance  Award ceremonies & graduations – be dignified  Weddings & other religious occasions – no clapping  Standing ovations – give if deserved but don’t feel obligated
  33. 33. Too many rules??  Remember that…  Manners are a sensitive awareness of the feelings of others. If you have that awareness, you have manners…no matter what fork you use! ~Emily Post
  34. 34. To contact us… UIUC School of Chemical Sciences Career Counseling & Placement Services 105 Noyes Laboratory 217-333-1051 Patricia Simpson, Director