The document outlines the essential components of business etiquette, emphasizing the importance of making a great first impression and exhibiting proper behavior in various professional settings. It covers topics such as greetings, introductions, body language, and communication skills, along with guidelines for maintaining professionalism in interactions with colleagues and clients. Additionally, it discusses how proper etiquette can enhance relationships, contribute to a positive work environment, and ultimately support business success.

1. COMMUNOICATION & BUSINESS ETIQUETTE
KENNETH OPARAEKOCHA

2. Basic Business
Etiquette

3. Business Etiquette.
The Imperative in Today’s Corporate Environment

4. YOU NEVER GET A SECOND
CHANCE TO MAKE GREAT
FIRST IMPRESSION.

5. I will pay more to get along
with people than for any
other ability.

6. Etiquette-A Definition
The conduct or procedure required by good breeding or prescribed by
authority to be observed in social or official life.
Proper behavior in a variety of settings
Business Etiquette-A Definition
A code of manner which helps to regulate how people behave in an
office settings.

7. Business Etiquette – Scope
Addressing people.
Greeting people
Making Introduction
Eating right
Dressing right
Conversing right
Entertaining right
Corresponding right

8. Scope…
Compliments and criticisms.
Business card savvy
Handling difficult people and situations
with confidence and grace.
Relating with people from varied
backgrounds.
Public behavior
(the list goes on and on)

9. Companion Close
Why Bother?
In your position, etiquette is required and respected
Studies confirm its significance
It refines skills needed for quality & excellent service.
It differentiates you in a competitive market.
It prevent your risking your image
It enables you to be confident in a variety of settings with a
variety of people from all works of life

10. Why bother…
It modifies distracting impolite behaviors and develops
admired conducts.
It helps you represents your organization positively.
It prevents your jeopardizing your relationships
fundamental to success
You treat people with dignity and respect.
Most importantly, ETIQUETTE SKILLS, give you
professional polish, poise and panache,.
So you project the right image with customers/clients.
Professional colleagues and senior management.

11. THAT BUSINESS APPOINTMENT
Business Appointment
Find out what can about your host-profiling
Arrive a good time for your appointment
Be polite to the receptionist(smile and greet)
Give your name and the name of your host.
Don’t take your tea into host office
Visit the comfort room to freshen up.
Always start by adopting a formal style of address-your personal
mastery.

12. Distraction Close
 Continue…
When you are in your host office, keep your
jacket/suit unless your host suggests you remove it, if
you do take it up, please don’t roll up your sleeves.
Do not scatter things around-keep files on lap, keep
brief case on the floor/lap.

13. LETS TALK WITHOUT WORDS(BODY LANGUAGE)
Your body language speaks louder than words
 Convey confidence approachability and sincerity.
 Signals-postures, eye contacts, gestures, facial expressions
POSTURES-OBJECTIVE-
Be comfortable and controlled
Stand straight face audience head on.
Keep posture open, hands relaxed and hanging
down at side.ie no hands on hips, no crossed arms,
no fig leaf stance- weakness and timidity.
No hands joined behind your back-no energy.

14. GESTURES
No leaning on chairs if seated
No Hands in pockets –nervous
Hands arms and head movements
Do not use a pointed finger
Fist raising is hostile
Vary your gestures
Use palms opening them out to the audience
Always keep arms and gestures above waists

15. EYE CONTACTS
Don’t be afraid to make eye contacts
Helps get your message across quickly
For group presentations or meetings and formation, eye
contacts is the best.
Do not stare-like your lost
Nod head occasionally
FACIAL EXPRESSION
Your face speaks a thousand words
Be aware of your facial expressions
Avoid arching eye brow
Frowning
Practice smiling and looking pleasant.

16. In General…
At a meeting seat straight with both feet on the floor.
If you do cross your legs,(ladies), cross them at the ankles.
Erect almost ramrod straight back conveys confidence and
competence
Negative messages include slouching, sitting or working too
rigidly studying your shoes hands in your pockets, clenching
the fists
Fidgeting
Elbows on table and chin resting at the arm of hands conveys
boredom
The right physical distance is key…?
Your dressing sends a strong message across-negative or positive

17. LETS TALK WITH WORDS
(VOICE & VOCABULARY)

18. Quality Close
LETS TALK WITH WORDS(VOICE & VOCABULARY)
The 2 components in how you communicate and how you are
perceived are voice and vocabulary-
A great voice- (cultured ), means
 Easy to understand with good enunciation,(the study of this
pronunciation is elocution…).
 Speak without strain, at a low comfortable pitch.
 Project enthusiasm of the voice rather than fatigue and
depression.
 And unaccented voice or a lightly accented voice.


19. TALKING WITH WORDS(VOCABULARY)
Vocabulary- Imaginative and dynamic
Correct and grammatical English is key
No strict talk, obscenities and foul language
If possible, listen as often as you can to
a wordsmith
Be aware of frequently mispronounced
words “ethnic challenges”

20. PAYING/RECEIVING COMPLIMENTS

21. THE ART OF GIVING COMLIMENTS
Always be sincere
Be specific
Be timely
Do not make comparisons
RECEIVING COMPLIMENTS
Never say “oh it was nothing”
Do not say “ I could have done even better with more
time and support”
Do not unilaterally upgrade the compliment.
Just say THANK YOU.

22.  INTRODUCTION- THE RULES
3-Things to expect when you meet people-
Eye contact
A smile
And a hand shake
In strictly social situations, age and gender are
the key
With business etiquette, rank is the key

23.  Introductions
 In business settings, the person of greater authority or
importance is mentioned first.
 Mr/Miss Greater Authority, may I introduce/present Mr/Miss
Lesser Authority.
 Exception to the rule is your client-the highest ranking person
in your company does not outrank your client- “customer is
king”
 When introducing two people of equal rank, introduce the
one you know less well, to the one you know better-Mr
oldtime may I introduce Mr newtime

24.  Introductions
 Look and speak to the greater authority first, look
and speak to the lesser authority next.
 Always include a nugget of information about the
person.
 Do not rush through introductions.
 When introducing people of equal rank go back
to the old chivalry guidelines

25. Social introductions
 Social etiquette has its roots in chilvary
 Generally men are introduced to women(Miss
Obi, may I introduce Mr Oni)
 If same sex, the junior is introduced to the senior.
 Married couples are introduced individually-not
as Mr & Mrs Attah

26.  WHEN DO I INTRODUCE MYSELF
 When you find yourself amongst people you don’t
know
 When you are overlooked by the person
expected to make the introduction.
 When your seated next to someone at a meal.
 When it becomes obvious that someone you’ve
met previously has trouble placing you

27. Communication and Business Etiquette
Self Introduction-Right Rules
Always include a nugget of information about
yourself.
Always use your first and last name, never a honorific
like Mr. Dr. Professor…
Response to Introductions
Hello Mr. Adesoye I enjoyed your speech this
morning(informal response)
How do you do Mr. Adesoye.

28. Communication and
Business Etiquette
Its time to shake
hands

29. Communication and
Business Etiquette
 Touching is Taboo
 Touching in the workplace is taboo
 Also dragging your arm on someone’s
shoulder
 As well as putting another person on the
back-even same gender or friend
 Hugs and kisses are out of the question
 The only appropriate physical contact is
the handshake

30.  The handshake…
 It is firm but painless
 It comes with a smile and eye contact
 It starts and stops crisply
 It is comprised of no more than two or three
pumps.
 It does not continue through an entire
introduction-wait until the introduction is finished
before extending your hand

31. Communication and Business Etiquette
 Shaking hands- the technique
 Always be ready to shake-leave right
hands free of food, drink, papers, etc.
 Always shake with your right hand
 Never use the handshake to drag the
person to the next introduction
 If your hands is clammy, give it a swift
wipe on your clothing before
reaching out to shake.

32. Communication and Business Etiquette
 Shaking hands the-technique
 Plant feet firmly so you don’t rock
 Make eye contact
 Keep your thumbs up and touch
webs before wrapping your fingers
round the other person’s hand
 For women, don’t get too close that
eye contact become a problem

33.  Circumstances for shaking hands
 When a hand is extended in greeting
 When you meet someone
 When greeting guests host or hostess
 Ehen you renew an acquaintance
 When you say good bye

34. Communication and Business Etiquette
Get his name right!

35. Communication and Business Etiquette
The Name Game
Always address people by their correct name and title
Learn to pronounce people’s names correctly when in
doubt ask
If you don’t catch the correct pronunciation of names
he’s being introduced for the name to be repeated.
If your name is difficult to pronounce, help out
graciously.

36. Communication and Business Etiquette
Oh dear, I’ve gone blank!
 I’m so sorry I don’t remember your name
 I promise I’ll remember it next time
 I remember your last name-I’ve just gone blank
on your first name
 Oops, I’m so sorry-I’m having a senior moment.
Sometimes I can’t even remember my own name
 Quickly ask for the person’s card

37. Communication and Business Etiquette
 Tricks for remembering names
 Repeat the person’s name a few times after
you’ve been introduced
 Use the person’s name immediately in the
conversation after an introduction
 Immediately introduce that new person to
someone else you know
 Jot down the person’s name if possible
 Find a word associated with the names-eg Bola-B-
Brown shoes

38. Communication and Business Etiquette
Here’s my business
card
(where’s yours)?

39. Communication and Business Etiquette
 Business Card Savvy…
 Do not paper the house
 Do not thrust your card on anyone, particularly
someone senior to you-wait until you’ve asked
 When in a group do not pass out your cards to
everyone
 Your card should never surface during a meal-
only if you’re on selling side, and the buying side
asks for it.

40. Communication and Business Etiquette
Business cards…
NEVER present a soiled, damaged or out of date
card
Be discreet and unobtrusive about giving out your
cards at social functions
Always have your cards with you at all times
Always present your cards with the type side up

41. Communication and Business Etiquette
Business cards…
When given a card look at it
then look at then owner to
connect the card with a face
Don’t slide card straight into
your pocket without looking
at it.

42. Communication and Business Etiquette
Thank you

43. Communication and Business Etiquette. Etiquette in the workplace
Etiquette in the workplace

44. Communication and Business Etiquette. Etiquette in the workplace
Advantages of etiquette in the
Workplace
Generates efficiency
Helps eliminate distractions
Helps you win and keep clients
Creates a pleasant environment in which you can
work to your full potential

45. Overview
Some people are harder to work with, than others
Work environment may be stressful, and colleagues
downright rude
Small slight, swearing, peevishness and forced smiles can
get under one’s skin.
Temper tantrums, yelling matches, crude displays of power,
harassment of any kind are intolerable
It is key that you’re a positive part of your office environment
That is where good manners come in
In other word, respect for subordinates, peers and superiors.

46. A day in the life of…
Before arriving at work
Get a good night sleep
Allow plenty of time
Don’t keep people waiting
Let’s get personal-deodorants etc.
Don’t leave home without it-handkerchiefs/tissues

47.  Travelling to work
Pack considerately
Be considerate in public transport
Oh ooh-your cell phone’s ringing
After you arrive at work
Open the doors
Greet your colleagues
Camaraderie-within limits

48.  During the working day
Think BE-making your workday smoother
Eating in-don’t stink up the place
When you ask a question, listen please
You paid him/her a compliment. How nice
No vulgarities please!
Talk to me please-not about me

49. You’re getting to familiar-don’t cross the boundaries
Laugh with me-not at me
Are you making personal calls again?
Whose responsibility is it?
Too busy? Smile: acknowledge me at least

50. Your peers
Always remember, your equal today could be your
boss tomorrow
Let the relationship develop at its one pace
To start with don’t get too familiar
At first contact with a new co=-worker, put out your
hand smile, and say, nice to meet you
If he is new to your office, ask if there is anything you
can do to help him get settled, and where you can
be found if needed

51. Your superiors
Always observe top management. They set the tone
of the workplace
Address your superiors as Mr. or Ms followed by a
surname, not as Sir or Madam
Don’t use, be careful-rank should always be
observed and acknowledged

52. Door etiquette
If you reach a door first, regardless of gender, open
it, go through it.
Hold it to ensure that it doesn’t hit the person
following
Men no longer hold doors for women just because
they are women.
If you are in the company of a senior executive,
allow him to reach the door and go through it first

53. Doors…
If someone’s arms are laden, hold the door
regardless of the person’s gender or status
When hosting others, you open the door for
your guest and motion them to precede
you
For a revolving door, you go first and wait for
the others to come through after you
Always thank a person who holds a door for
you

54. Smoking…
In general, if you do not see an ashtray, do not
smoke
Don’t say, “do you mind if I smoke?”
It is okay to smoke in your office if the coy permits it,
but people may not like the smell
If hosting a lunch it is polite to ask for a table in the
smoking section if your guest is a smoker
Never light up during the meal

55. Ethical issues in the Workplace
 Boondoogle (Making private calls on coy. time
 Surfing the web
 Cover ups
 Bribery
 Padding bills
 Cheating
 Lying
 Stealing

56. Ethical issues
Rearranging the truth on your tax form
Showing favoritism to certain customers/clients
Making deals with customers/clients
Begging from customers/clients
Flirting with customers
Sex in the workplace

57. General executive Manners
 Its assumed you have talent & business savvy
 To be admired, respected & liked, add a kind
heart, an awareness of others, a sense of humor
 Do not gossip
 Do not put down anyone in front of others
 Always give credit where credit is due
 Always make reference to team effort
 Keep your promises
 Return phone calls within 24 hours

58. General executive Manners
Answer important mails within the week
Be punctual for all appointments
Inform everyone who should be informed on mutual projects
Help younger staff members with their training
Promptly return anything borrowed from a colleague in
perfect condition
Err on the side of generosity
Also err in the side of caution-do not throw caution into the
wind(when in doubt please ask questions)
Always repay hospitality & acknowledge favors

59. General executive Manners…
Drop a line congratulating someone who has
performed well
Enthusiastically defend at any level of mgmt., a
colleague who has been wronged
Know how to dress on bus/soc occasions, so your org.
can be proud of you
Never ever boast
Show compassion to a colleagues who has had bad
news
Don’t waste coy. Time with idle chatter or personal calls

60. General executive Manners…
Support for a colleague who is ill, or hospitalized
remember to thank all the little people who do all
the work at major events
Don’t discuss your sex/love life
Cheers up a colleague who feels discouraged
Always write a personal note to thank one for a
meal, gift or favor.

61. General executive Manners
Avoid aggressive behaviors-leaning into people,
pointing at others etc.
Avoid “adjusting” in public
Avoid interrupting others
Avoid bringing odorous food to the office
Avoid spitting, nose picking, scratching in public
Avoid playing loud music in the office

62. Thank you

63. Customers do not complain…
They just pass it through
To colleagues, family
Providers, Boss
Staff, Friends
Passengers
Sports team
Neighbors
Kids
Mum
You

64. Customer Care Etiquette

65. Corporate Taglines
 We give excellent service
 Service our watchword
 Incredible service-that’s us
 We believe in service
 A passion to serve
 Service-our second nature
 Our service second to none
 We make the difference
 Its all about you
 Just say and believe in “YES WE CAN” Mindset

66. Who is a customer?

67. A person with whom one has dealings.

68. Who is a customer?
He is the reason my job exists
The most important person to my company
We depend on him for our living he is the
purpose of our work
He comes because he needs our services
He is not a cold statistic. He is a human
being with emotions and prejudices like us

69. What does the customer want?
To feel in charge
Respect
Fairness
Information
Options & alternatives
Confidence
Approval & appreciation
Care
Understanding & empathy
Positive attitude

70. 3 Basic Elements of Customer Service
 Expand your definition of service
 Reconsider who your customers are
 Develop a customer friendly attitude

71. What is Customer Care All About?

72. Its all about..
 Keeping The Service Promise
 All declarations of intent made by insurance and
perceived by customers as promises, must be met
 Companies win business by promising service and
retain business by keeping this promise

73. Its all about…
The 5 sec. telephone response
All phone calls to the org. should be answered within
5 secs
Every second lost diminishes good will and credibility
of the company
Staff should give name when taking calls
The telephone is often the first & last contact a
customer will have with your business

74. Its all about…
Active Listening
Comfortable eye contact
Nodding positively
Leaning forward demonstrating empathy
Submerging anger/irritation
Avoiding interrupting customers

75.  Its all about
 5 mins. Maximum waiting time
 No customer should ever wait more than 5
minutes for service
 Think queue busting

76. Its all about…
Positive employee attitude
Every interaction with a customer must be conducted in
a courteous, friendly and positive way, with a genuine
show of interest
Positive attitude are reflected in the simple things of
life(warm smile, friendly words, genuine
display of interest, a sensitive glance, a
welcome piece of unsolicited advice, a
thank you etc.).
A positive attitude must emanate from you

77. Its all about…
Proactive communication
When things go wrong, get to the customer before
he gets at you
Ring up & explain the problem
When things are ok, communicate it
Contact customer to find out how they are doing
and whether they are satisfied with the
product/service

78. Its all about…
Honesty & openness
All communication from the organization to the
customer must be on a completely open & honest
basis(no lies, distortions)
Honest & openness should permeate every facet of
customer service
When you hide the truth, the customer will ultimately
discover it.

79. Its all about…
Systems reliability
The system for proving service to the customer
should always work…
There should be a system for everything relating to
the customer
For ensuring that immediate action is taken when
any aspect of the service fails
For ensuring that feedback from customers and their
requests are acted upon.

80. Its all about
Swift Reparation
Immediate action must be taken, without hesitation,
to redress any defect or shortfall in service to the
customer
A drag in problem resolution will alienate the
customer related problem arise

81. Its all about
Being in the know…
Of product
Of service
Of the organization
Of how to get things done
Of how to get problems resolved
Of the names of their regular customers
This will give your customers confidence in you

82. Its all about
Front-line ownership
Whoever the customer happens to speak to must
take direct responsibility for ensuring that that
customer is dealt with satisfactorily
*Shunting* problems irritate & alienate the customers
Ultimately, senior managements’ attitude has to be
positive

83. Its all about
Those little extras
Customer expectations should frequently be
exceeded by the provision of unsolicited little extras
Come up with innovative ways of pleasing the
customer
This is exceeding customers’ expectations.

84. Its all about
Attention to details
The fine detail of customer service should always be
near to perfect
Pareto law-80% of customers alienation comes from
getting 20% of the wrong
Standards of the organization are judged on the
details

85. Its all about
Immaculate appearance
Image is everything
With customers, if things don’t look good, they are
not good
Customers will judge the service by the appearance
of the company and of the person
Appearance of the organization must be positive

86. What do customers want?
To feel in charge
Respect
Fairness
Knowledge
Confidence
Approval & appreciation
Care
Positive attitude

87. Who is a difficult customer?
A dissatisfied customer
A customer who wants more than you have given
An uninformed customer
A customer with a complaint

88. Why is the customer difficult?
Defending his ego
Insecure
Feel ignored
Feel poorly treated
In a bad mood
Confused and overwhelmed
Under the influence of drugs or alcohol
Lack of information
Tired and frustrated

89. Types of difficult customers
Angry
Nasty
Seething and silent
Demanding
Constant critic
Weirdo
Argumentative

90. Levels of complaints
 Voicers
 Passive
 Irates
 activists

91. Voicers
 They are the desirable of dissatisfied customer
 They tell the company about something that does not please
them
 They do not go to tell a bunch of other people
 They are interested in getting a redress for their situations
 They are basically friendly customers to the company who want
to do business with us

92. Passive
They don’t complain
They keep coming back at least for a while
They will not tarnish the image of the company by
telling anyone else

93. Irates
(Customer that never comes back)
They don’t complain to the company but tell a lot of
people about the bad service of the company and
stop patronage
The company looses the opportunity to regain the
irate customers loyalty because they never come
back

94. Activists
They are the most potentially dangerous of all
complainers
They are out for more redress and seek revenge in
the court of law.

95. Irate callers
Get off on the right foot
Smile before you answer the phone
Use the ASAP technique

96. The 7 C’s of customer delight
Courtesy-Be polite & listen through
Contact-Stay in touch
Communication-Give correct information

97. Think Customer Service
 Think solutions
 Think Problem Solving
 Think Excellent Communication skills
 Think Customer Friendly
 Think Customer Delight
 Think Professionalism

98. Thank you

99. Dining Skills-(Etiquette)
Why bother?
Gives you self confidence
You can focus your attention on those dining with
you(business or social)
You make a positive impression

100. General Sequence…
Generally, start from the cutlery farthest
From your plate, moving in towards plate.
As you seat, napkin is placed on your laps
You will use your butter knife & plate for the bread
You will use your soup spoon to drink your soup
quietly
Your fish fork will be used for your fish dish
And salad fork for your salad

101. General Sequence…
When dinner is served, you will use your fork & knife
Finally, after the meal, you will use either your desert
spoon or fork(depending on what is served) for your
desert.

102. General Tip
 Never do anything until the host does it first –this
includes sit, put your napkin on your laps, eat, put
your napkin on the table and leave.

103. Cutlery(Silverware/Flatware)
 Hold cutlery with your fingers, not fist
 Don’t lift cutlery very high above your plate
 Blade faces in, and touch inside plate
 Don’t wave your cutlery into the air to emphasis a
point.
 Teaspoon goes on saucer besides cup, once
you’ve picked it up

104. Napkins
Please napkin on lap when you first sit down.
Dab delicately, don’t blot or rub your face
When you leave the table temporarily,
place napkin on your chair, and push chair gently
under table.
At end of meal, host places his napkin on the table
and you follow suit.
Don’t refold napkin at end of meal, scrunch it and
place loosley on table to the left of your plate

105. Chewing
Never chew with your mouth open
Never talk with food in your mouth

106. Appearance/Posture
Do not rock back in the dining chair
Do not prop yourself up with your elbow

107. Bread
Tear bread into bite-size pie and butter each piece
just before you eat it.

108. Teeth Picking
Absolutely gross at the table.
If you feel very uncomfortable, go to the bathroom
and pick to your heart’s content.

109. All about Talking
If someone leaves the table, don’t ask where.
Don’t talk about health, good or bad, sex, religion or
politics.
Don’t announce your visit to the bathroom.

110. Other Tips…
Don’t dunk your food
Cut only enough food for the next mouthful
After eating, do not push your plate away
Don’t push your chair back from the table
Never blow on liquid or food to cool it.
If you belch, cover mouth with napkin and say “excuse me” to no
one in particular

111. Other Tips…
Never season your food before tasting it
If someone at table takes any medication, don’t comment on it.
Turn off your cell phone until dinner is over
After the dinner, leave at the appropriate time, and do not ask
for a doggy bag
Blot lipstick to avoid leaving a trail on stemware or flatware

112. Other Tips…
Avoid talking with your mouth full
Don’t reach across the table to get something, ask
the closest person to get it for you
Don’t overload your plate
When cutting meat don’t saw back and forth with
your knife
Don’t touch your head at table don’t smack your
lips
Please do not rinse your mouth or gaggle at table

113. Style of Eating-American
Fork is used to eat, & held in the right hand
Fork is transferred to the left hand while knife is held
in the right for cutting only
Knife is then put down on edge of plate(blade
facing in)
Prongs of fork face upward when bringing food to
mouth
Hands on lap when not in use

114. Style of Eating-Continental
 Knife remains in the right hand and fork left
 After food is cut knife is used to push onto fork
 Prongs of fork face downwards usually when food
is lifted to mouth
 Hands remain above the table from the wrist up
when not in use

115. The Wine
 Red wine and brandy glass are generally held by
the bowl
 At your place setting, the largest glass is the water
goblet
 The tall thin glass is the champagne flute,
 The red wine glass is larger than the white wine
glass
 The sherry glass (if any) is the smallest

116. Those Signals
 When you finish a course, signal the server with
your flatware by placing fork in the 10:20 position
on the plate-prong down
 If you wish to stop eating temporarily during a
course and don’t want the server to remove your
plate the knife and fork are crossed on the plate
with the fork over the knife and the prongs facing
down

117. Bon Appetit and Thank You!

118. Managing your time
 What is time management?
 The process of controlling your life through your
use of time

119.  Advantages of managing your time
 You determine what you value in your
professional & personal life
 So you direct your efforts accordingly
 You learn to balance the many pressures on your
life
 Helps you avoid burnout & stress
 Allows you to be more effective

120.  Phase of Time Management
 1- Analysis
 Where does my time go?
 What drives my use of time?
 Do I waste time unnecessarily?
 When is my peak time?
 Are there interruptions I can manage
strategically?
 Log activities for a week
 And time spent on each

121. Phase of Time Management
 1- Analysis
 Tally activities into categories-phone calls, appointments,
meetings, administrative work, report writing & analysis
 Examine log
 Identify patterns of usage

122.  Phases of Time Management
 2a-Planning
 Set your goals
 Make them SMART
 What tasks support my goals?
 Break goals into manageable tasks
 How much time can I allocate to each task?
 Schedule your time
 Use a daily planner or calendar

123.  Phase to Time management
 2a-scheduling
 A written commitment to accomplish task in a
specific time frame
 Gives you a chance to visualize your days
 If schedule looks overbooked, revisit priorities
 Keep only top priority tasks & activities on
schedule

124. Scheduling Tools
“To-do” list
Appointment calendar
Daily & weekly planning guides
Daily management software & hardware
Wall calendars

125.  Steps to manage your time
 Break goals into manageable tasks
 Review each goal
 List key tasks required to support that goals
 Put them in sequential order
 How much time will each task require?
 Priotize each task using AB&C categories

126.  Steps to manage your time
 A-goals & tasks- high value, primary concern
 B-goals & tasks-medium value, secondary
importance
 C-goals & tasks-little value, little importance
 Take you’re a tasks & block into time slots
 Use e a daily, weekly or monthly scheduling tools
 Identify & deal with time wasters

127. Time Wasters
 Anything that keeps you from doing things that have more
value & importance to you
 Interruptions
 Unexpected visitors
 Telephone calls
 Meetings
 Paperwork
 Procrastinations
 Travel

128. Steps…
Adhere as closely to your schedule as possible
Mostly as changes occur
The more you do it, the more automatic it becomes
Monitor & evaluate your schedule
Check progress against schedule @least once daily

129. Time’s up
and
thank you!

130. Cultivating professional presence

131. Outline
Corporate Dressing
Personal Grooming
Personal Fitness
Posture & Gait

132. Dressing to Deliver
The first impression is to the last
impression

133. First impressions
It takes 10-20 seconds to make a first impression
10 additional encounters to change a negative
impression
93% of the impression is based on what they see
The clothes you wear, how you wear them are vital
to your total appearance
Until another formal communication takes place
PERCEPTION IS REALITY

134.  To reinforce the first impression
created…
 Make an entrance working with purposeful steps
 Begin your conversation with words of praise or
thanks
 Make sure your grooming is beyond reproach
 Gum, tobacco or cigarette do not enhance your
visual image

135. Overview
Your attire sends a resounding message-serious,
conservative, creative, sloppy, etc
Good manners require appropriate attire
Radical dressers don’t last long in an organization
People will overlook your positive qualities when you
dress inappropriately

136. Overview…
In business you are not dressing to express your
personal taste, but to have a positive impact on
your superiors and colleagues
Your attire must convey seriousness, efficiency,
competence, ambition, self confidence and
reliability
Look to your superiors to ascertain the tone

137. Dress code
Most companies have a dress code, written or
unwritten, spoken or unspoken
Obey the spirit as well as the letter of the code
Disobedience implies disrespect for your
organization, your superiors and your colleagues

138. Appropriate Style For Financial
institutions
Suits are de rigour
Accessories are simple and understated-good
watches, understated jewelry, gold or silver earrings
of average size, studs,(not for men please)
Make up and hair should be soft pedaled-not too
heavy, not completely without
Shoes should be low to medium heels

139. Appropriate Style…
Skirts should not be too tight or shorter than the
kneecap
Busy prints do not reflect quiet confidence
For men, necklaces, bracelets and earrings are a no
no
For men, jewelry should be restricted to a good non
digital watch, wedding ring and understated
cufflinks

140. Dress Down Fridays
This varies from company to company
Do not go overboard
For women, skirts teamed with camisoles, or tank
tops and a blazer, pant outfits, culottes suits, long
skirts and tops in African print, several high quality t-
shirts, a dark jacket
Pumps or loafers(trainers or slippers look tarty)

141. Dress down…
For men slacks, no ties and comfortable shirts, or
polo shirts tucked into pants
Blazers or jackets
Khakis(with brown belt please)
Smart shoes e.g. loafers
Generally unacceptable items are jeans, shorts,
trainers, sneakers and slippers

142. In general…
Keep it simple sophisticated-KISS
Dark colors conveys authority
Bright colors convey friendliness
Light colors such as taupe and khaki are generally
more casual than black, grey or navy

143. Business Social Functions
Written invitations often specify dress notification in
the lower right hand corner
If there is no indication call host in advance
If it’s an annual event ask a colleague who’s
attended, and whose judgment you trust

144. Talking about Clothes
At work compliment people on their work not their
clothes
Never ask people where they got their clothes from
Never ask how much they paid for it
If you are asked, either ignore it, say you do not
remember, and change the topic

145. Handling Compliments at Social
Functions
Just say “thank you” or, I’m glad you like it.
It is not necessary to return the compliment if there’s
nothing to compliment one about

146. Accessories Make The Man
A good leather belt is key
Belts should be 1.25 to 1.5 inches wide
Always wear a belt with a shirt
A starched linen pocket handkerchief adds authority

147. Accessories make the man
Small gold sterling silver cufflinks are a sound
investment-plain gold heavy square cut ones are
classic
An elegant dress watch is a worthwhile investment
Wear only a wedding band or singlet ring
Wallets and briefcases should be thin

148. And the woman
Handbags should not be large
Buy the best you can afford
Dark leather is by far the best choice
You may carry a briefcase in lieu of a handbag
If you carry a handbag, keep it small and
coordinate it with your briefcase color
Belts should be leayther-1/2 to ¾ inch thick
Coordinate color to your outfit

149.  …and the woman
 Jewelry should neither be too loud glittery nor
ostentatious
 At work, medium sized earrings work best
 Avoid rings on your right hand
 Gold, silver, or real pearls are a sound investment
 Dangle earrings do not look professional

150. In general…
Eyeglasses tend to make one look authoritative,
intense and serious
Briefcases should not look too tired
A good briefcase is a sound investment(actually 2- a
slim one for meetings and a larger soft sided one for
daily use)

151.  Assembling your Wardrobe
 Think investment dressing
 Quality endures and is universally recognized
 Dressing correctly requires a well planned
wardrobe
 Avoid extreme fashions
 What’s appropriate to your workplace culture

152.  Assembling your wardrobe
 What do you want to say about yourself or
organization?
 What kind of work will you be doing?
 Before you go shopping check out the dress code
of your company

153.  Men’s Basic Wardrobe
 Suits
 At least 2 suits, navy blue, black, charcoal grey or
pinstripes(in some businesses)
 Look for quality, fabric, fit and proportion
 Double breasted-a no no for the portly
 Looks better on men with athletic build
 Shorter men look better with 2-button spacing
with narrow lapels
 Taller men-4-button spacing with broader lapels

154.  …Suits
 Your suit fabric should never shine, or change
colors in different lighting
 Never pair the top of a business with a pair of
casual slacks- only a blazer or sports jacket does
the job for a casual look

155.  …Suits
 When standing or walking, button the top button
of a 2-button jacket, the top & middle button of a
3-button jacket
 Unbutton your jacket when sitting down
 Double breasted suits are always buttoned up

156.  Basics
 Blazers: business wardrobe should include 2
versatile blazers in lighter fabrics. You never go
wrong with dark blue blazers
 Trouser: 3 pairs of dressy trousers in colors that will
match your blazers.
 Pleated trousers are dressy and comfortable
 Shirts: at least 3 white shirts. Add a few plain,
stripped or checked shirts for variety.
 Multicolored shirts-fashion catastrophe

157.  Basics…
 Ties: Allows you to add color to your ensemble
 Tall men need extra long ties, while heavy-set
men need wide ties
 Buy the best you can afford-silk is best
 At least 5 different ties will be useful
 The more color your tie comprises, the more
conservative the design should be
 No cartoon prints please!

158.  …Ties
 Wear your bright or interestingly patterned ones
with your most conservative dark suits
 Plain ties go best with striped shirts
 Multi-colored designed ties work best on plain
shirts
 Pick up a color from your shirt for your tie or vise
versa-instant color co-ordination
 Ties should end at the top of your belt

159.  Basics…
 Braces: if you wear braces don’t wear a belt
 Braces should come with silk and leather fittings
and co-ordinate with suit and tie
 Shoes: a classic pair of black leather shoes later
on, brown, oxblood and camel to compliment
your suits
 Coordinate your shoe color with your suit color-
(black shoes with charcoal, black or navy suits)

160.  Basics…
 Socks-wear dark colored socks(generally black or
gray) to coordinate with your suit
 Wear khaki colored or dark brown socks with
khakis
 Patterns should not be too ostentatious
 Socks should come in cotton, wool, or silk
 Socks should be mid calf or full calf in length
 White socks/no socks are unacceptable in
business

161.  Basics…
 Watch your socks when you sit down-no hairy legs
please!
 Holes in your socks are a downright downer
 Combine the hole-socks with scuffed-up shoes.
(TROUBLE)

162.  Women’s Basic Business Wardrobe
 Thank investment dressing
 Try clothes with your shoes on
 Know your body type & dress accordingly
 Suits: The keys are fabric, fit and comfort
 Skirt suits: At least 2 in sober but versatile colors-
black, navy, brown, charcoal, taupe, grey, forest
green
 Quality: fabrics such as light wool, or cotton & linen,
with a blend of stretchy fabric
 Cut, proportion and fit should be just right

163.  Basics…
 Pant suits: These should come in sober colors, and
should fit correctly
 Black and navy are versatile
 Shirts: At least one white/cream and 3 other solid
or striped colors will do
 Should fit properly and be made from quality
fabrics
 Transparent fabrics are inappropriate
 Avoid tiny peter pan collars please!

164.  Basics…
 Camisoles: At least 3, in simple colors
 Scarves: A couple of colorful scarves will add
variety to your suits-silk is best
 Busy scarves do not work patterned clothes
 Shoes: A pair each in black, tan/brown, blue
 Leather pumps in low heels are elegant and
serviceable
 Open toe sandals, mules, or shoes are
inappropriate

165.  Women’s basics
 Never wear revealing slinky or glittery dress at the
office
 Never try to look like a man or little orphan Annie
either
 Never be boring-think versatility and variety
 Dress in fashion-you want something that will look
just right on you-but don’t commit style suicide
please!

166. Personal Grooming

167. Grooming-What is it?
 Its all about making an effort to take care of the
condition of your skin, nail, teeth, hair and body
 Its about looking healthy and finished
 It is more important than being well dressed
 It is more important than what you say, or how
well you say it
 Good grooming requires attention to deal
 It can make or break your reputation

168.  Good Grooming…
 Good grooming prevents you from ageing before
your time
 For men, there is nothing masculine or macho
about being poorly groomed
 The era of the scruffy looking male is over
 Though palms, smelly feet, dirty nails, smelly
underarms, kicking breath, sandpaper skin are a
no no for today’s professional

169.  Good Grooming-The Basics
 For both sexes good grooming begins with a
good bath at least once daily
 This is followed by a good moisturizer(for your skin
type)
 And followed by an antiperspirant deodorant-this
is more important than perfume
 Underarms should be kept shaven to reduce
sweating and odour

170.  Good Grooming…
 For men, a facial deep antiseptic cleanser will nix
the problem of bumps and pimples associated
with shaving-This gives a permanent smooth face
 Hair should be clean and well groomed-for men,
regular shampooing and conditioning will help
maintain a healthy head of hair.
 For men, facial hair if kept at all

171.  Women’s grooming-hair
 Hairstyles convey a message
 Hairstyle should flatter facial shape
 Generally, hair off face looks more professional
 Should require minimum maintenance
 Avoid inappropriate extremes
 Should look & smell clean & fresh
 Shampoo regularly
 Condition after every shampoo
 Steam 2ce a month
 For coloring, use gentle ethnic lines of products

172.  Women’s grooming-Skin & Make-up
 A good skin care regimen is key
 Cleanse, tone & moisture 2ce a day
 Harsh products damage the skin
 Makeup should be present but subtle-it should
enhance your natural features not create new
ones, 2 rules are, less is more, simpler is better
 Make up creates polish look
 Can instantly brighten appearance & attitude

173.  Skin & Make up…
 Well chosen color lightly applied looks natural
 It is key you use a light base(foundation)
 Lipstick is key, while lip pencils help to hold color
 The key to make up application is blend, blend &
blend
 Eyebrows must be well groomed to give a
balanced clean impression

174.  Nails
 Men & women should get regular manicures
Nails should always be kept scrupulously clean & well
groomed
It is also good to use clear polish
Nails should bot be too long

175. Personal Fitness

176. Fitness
Being fit enhances your overall appearance
A faithful exercise regime will improve your posture
and carriage
Will affect your personality positively
Will make you feel and look focused and confident
Helps to defuse anger frustration and stress
Will add zeal to your day

177.  Fitness…
 Going to a gym regularly is a good idea home
exercise may be jogging, on the spot jogging,
jump rope, step aerobics
 It is key you do something you enjoy
 JUST DO IT REGULARLY

178. Posture & Gait

179. Posture
A good sense of body posture enhances your
confidence as you approach people
Tighten your bottom and hold your head up by
pretending there’s a string holding it up-Stand erect
Sit with head up high, legs if crossed should be
crossed at the ankles
For instant posture, roll one shoulder back, keep it
there, roll the other back

180.  Gait
 Your gait can say a lot about you-sloppy,
efficient, confident, smart, timid, etc.
 A stride evokes a visual image of confidence and
belief in oneself
 Walk with your head held up high
 Your steps should be tight and smart, not heavy
 Walk in a straight line
 Always hold in your tummy

181. Thank you!

182. Executive Telephone Manners

183. …because good
manners
make good business

184. Phone Strategy
Treat call as if it were a meeting-have a purpose &
agenda
Decide what to do if someone else answers the
phone-leave message, voicemail or callback
For a scheduled call, be @ your desk @ appointed
time
Learn the names of the people who answers the
phone & numbers you call most frequently. Create a
fantastic rapport with them

185. Attitude-its your call
You can control your attitude

186. Be friendly from the start
A good reception implies a good company

187. Buffer words…
 Words that help warm the relationship
Good morning
Good afternoon
Good evening
Thanks for calling
Happy holidays
Have a nice day

188. Bureaucratic Bounce
 Avoid this through job knowledge & training
 Take full responsibility for the phone call

189. Company Jargon
 Avoid this-speak on the callers level

190. Control Conversation
When caller digress too much…
…get back on track

191.  Cell Phone Etiquette
 Always notify the other party that you’re on a cell
phone
 Never use at a table in a restaurant
 At a function, meeting or conference, turn it off
 Have a back-up message service or voicemail
 In public, avoid loud conversations

192.  Holding-for a person
 Try to service the call immediately yourself-e.g. Mr.
Adamu is on another call
 I’m not sure how long he will be
 Let me have your name & number and I’ll see
that he gets your message
 “Can I take a message” is weak & ineffective

193.  Holding-for information
 Best to ask if the caller is able to hold
 Give a visual clue of what you’ll do to help while
you’re gone
 If you’re able to hold, I can get that information
for you, but I need to check the computer. Are
you able to hold?
 Wait for a response
 On return to phone, thank caller for holding
 Give the information needed-thanks for holding, I
have the information you needed

194.  Internal calls
 All internal customers should be treated equally
 Answer your phone the same way each time

195.  Irate Callers
 Smile before you answer the phone
 Use the ASAP technique
 Apologize & acknowledge Caller’s Feelings
 Sympathize with the caller, Empathize!
 Accept the responsibility-let me see how I can
help, My name is Ekeneme, I’m operations head
 And I'm speaking with…
 Prepare to help

196. I’m Sorry
 Never start a sentence with “I’m sorry”-I’m sorry
Mr. Nnunu is not in the office
 You may say you’re sorry when you offend one

197.  Message Taking
 Do not miscommunicate or mangle
 “Can may I take a message” is weak &
ineffective
 Offer to help instead-Mr. Umuasa is in a
production meeting till 2pm. This is his assistant,
Ann. How can/may I help you? What can/may I
do for you?

198. Monogram The Call
 Use callers name as often as possible

199.  Mouth Noise
 No mouth noises over the phone
 As well as eating, drinking, chewing gum
 Don’t breath heavily down the phone

200.  Politeness Counts!
 People before paperwork always
 Remember your “please, thank you, You’re
welcome, have a nice day, happy holidays”
 Always return calls-you may lose or gain a client
 A smile always is welcome
 Makes your voice tone, warm, welcoming &
friendly
 Use apology buffer when phone rings more than 3
times-I’m sorry it rang so long, Cornerstone
Insurance, this is Kenturkey

201. Three Part Buffer
 Sets the tone for the conversation
Good morning
Cornerstone Insurance
This is Idiot

202.  Toxic Telephone Phrases
 I don’t know
 Just a second
 No at the start of a sentence
 We can’t do that
 You’ll have to
 Instead say:

203. …Telephone Phrases
That’s a good question. Let me check & find out
It may take me a few minutes to get that
information, are you able to hold while I check on
that?
Eliminate it at the start of a sentence
That’s a tough one. Let me see what I can do
What you’ll need to do…

204.  Zest
 Zest/enthusiasm is key
 Helps you enjoy your job

205. Thank you!

206. Score Points With Your
Business Writing

207. Business writing…
Traditional business letter still key in transmitting
printed messages
Act as an ambassador for the company
First impressions count good quality stationery is key
Ensure high standards for email & memo
High stds. Suggest high stds in bus generally

208.  Business writing…
 It’s all about accuracy, brevity, clarity & courtesy
 You can only get better with practice
 Good writing pays great dividends
 It displays the ability to convey info clearly its
dividends are immediate & cumulative
 Its style must be simple & straightforward
 Good business writing must be reader centered

209.  Reader-centered writing…
 Always put your reader’s needs first
 Think, draft, edit & organize from reader’s
viewpoint
 Reader-
 centered writing benefits your organization,
readers & you personally

210. Purpose of business writing
 To inform
 To persuade
 To express
 To build goodwill

211.  Presentation of business letters
 Structure your communication, language and
tone

212. 1 Presentation of The Business Letter

213. Printed Stationary
Paper used expresses personality of company
Letter headed will comprise
Company name
Full postal address
Contact numbers-tel. fax & email
Registered number/registered office

214. Layout
 Arrange in one of 4 styles-block, modified block, semi-block
and simplified
 Block style now the most widely used method for docs
 Style considered businesslike in appearance
 Straightforward & easy to follow
 All lines begin at the left margin
 Lists, tables, figures, etc. are indented
 Paragraphs within the body of the letters are separated by a
single line space
 No indentation for new paragraph or closing section
 One line spacing between paragraph
 Open punctuation often used

215. Continuation Pages
For second/subsequent pages of business letter
Show just company name & logo
Don’t include anything @ foot of previous page to
indicate a further page follows
Should contain 3-4 lines of typing
Start new page with new paragraph

216.  Parts Of A Business Letter
 Reference
 Date
 Inside address
 Special markings-confidential, attention
 Salutation
 Heading
 Complimentary close
 Name of sender & designation
 Enclosures
 Copies

217. Other Methods Of Communication

218.  Memoranda
 Written message from one person to another(or
several) in same organization
 Serves several purposes
 To provide information
 To request information
 To inform of actions, decisions

219.  Memoranda
 All memoranda consist of 5 parts
 To:
 From:
 Date:
 Re:
 body

220.  Memoranda format
 No complimentary close is necessary
 Leave space for signature
 Name & designation not necessary
 Enc/Copies if appropriate

221.  The Fax
 Sent between branches of same companies
 Or external business associates
 Fully blocked style is used
 Include main heading-FAX MESSAGE
 Salutation may or may not be included
 Heading(in caps)should state main topic of message
 Body should be composed similarly to a business letter
 A complimentary close is not necessary
 Signature

222.  E-mails Are Fun But…
 Key messages appear in the subject line
 Subject line includes what you’d like reader to do,
or when action is needed
 Subject must be as specific as you can make it

223.  Structuring Your Communication
 4 point plan

224.  4 point plan
 Applies equally to all business communication
 Introduction(background & basics)
 Why are you writing
 Background and basics-refers to previous letter or document
 Details(facts & figures)
 Give instruction
 Provide all relevant details
 Separate into paragraphs for separate themes
 Ensure a logical flow

225.  4 point plan
 Response? Action
 What action is necessary by the recipient?
 What action will you take?
 A conclusion
 Close
 A simple relevant closing sentence

226. 3-Language & Tone

227.  Language & Tone
 Be reader-centered
 Anticipate reader’s needs, wishes, interests &
problems
 Use plain language
 Put your message across in a natural way
 Use a courteous style
 Use informal rather than a too formal style
 Ensure a correct grammar, spelling & punctuation
 Present document so it looks good, gives impression
of efficiency and reliability

228. Language & Tone
Follow the ABC rule
 Accurate-check facts carefully
-include all relevant details
-proofread thoroughly
 Brief -Keep sentence short
-use simple expressions
-use non-technical language
 Clear -use plain simple English
-write in an easy natural style
-avoid formality or familiarity

229. Language & Tone
Be courteous and considerate
Use appropriate tone
Write naturally & sincerely
Come straight to the point
Use modern terminology
Use simple words
Include essential details
Be consistent

230. Checklist
Before signing any document, ask yourself
Will it be understood?
Is the tone appropriate?
Is the language appropriate?
Long winded phrases, old fashioned terminology?
Are the essential details included & accurate?
Is it brief, clear & courteous?
Are spelling, grammar & punctuation correct?
Is it structured logically?
Does it look attractive, well displayed & considered?

231. Thank you!