Business etiquette refers to appropriate behavior and conventions in professional settings. It governs interactions between colleagues, managers, and clients. Maintaining good business etiquette is important for career success as it makes a positive first impression and strengthens relationships. Key aspects of business etiquette include proper phone etiquette, such as answering promptly, speaking clearly, and returning calls in a timely manner. Business etiquette also applies to in-person interactions, attire, communication styles, and conflict resolution. Mastering basic business etiquette can help individuals progress in their careers.
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
It is important to use the great communicator (telephone) right. I noticed that some employees still answering the telephone at work by saying "hallo...!!" -- shame!. This presentation covers the basics of the topic.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Spoken communication Skills/ Telephonic Communication Skills/ Communication S...Japan Shah
Spoken communication is an important aspect of communication skills. This presentation describes the various ways of spoken communication in business, like communication over the telephone,etc.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
It is important to use the great communicator (telephone) right. I noticed that some employees still answering the telephone at work by saying "hallo...!!" -- shame!. This presentation covers the basics of the topic.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Spoken communication Skills/ Telephonic Communication Skills/ Communication S...Japan Shah
Spoken communication is an important aspect of communication skills. This presentation describes the various ways of spoken communication in business, like communication over the telephone,etc.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
The telephone is perhaps one of the most helpful inventions of the eighteenth century.
Though technology has advanced over the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of making a conversation.
However, when you're speaking over the phone, there are certain barriers that come in the way which also need to be taken into consideration.
These are some basic manners that everyone in Business should follow because what you say represents you, your organization and your ideas. All of these deserve to be portrayed in the best possible manner. There are certain thumb rules that we go by in Business. As a fun activity, a group of you could do a role play for learning this.
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Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
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Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
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3. WHAT IS AN ETIQUETTE?
Etiquette is a French word that means a “label”
or “ticket.”
These are practices and forms prescribed by
social convention or by authority.
4. Business Etiquettes
Business etiquettes are defined by
good manners, loyalty and
commitment towards one's
organizations. Rome was not built in a
day; and having and following right
business etiquettes is essential for
positive career growth.
5. How to Sharpen Basic Business Etiquette
Understanding proper business
etiquette can be the difference
between progressing in your
career and not progressing.
Business etiquette includes rules
governing communication,
entertaining, dining, meetings,
ethics and conflicts. Business
etiquette applies to seeking
employment and dress. More
etiquette rules cover interactions
with co-workers, superiors and
customers.
6. BENEFITS OF PRACTICING ETIQUETTE
It gives guidelines on How to look for a
job, What to do during interviews; How
to plan meetings and much more.
7. Things to Know About Business
Etiquette
Business etiquette refers to the behavior that is
considered appropriate in the work world as well
as to the specific expectations that an employer
has of its employees. Business etiquette governs
the behavior of those in a business group and
setting, where individuals are expected to behave
in a proper and civilized manner.
8. Etiquette Advantage in
Business
Etiquette has a direct impact on business.
Etiquette in a business environment has many subtle
and non-subtle aspects. Everything from your dress,
to your tone of voice is a form of etiquette. How you
present yourself in a business environment can affect
your internal and external image.
9. Proper Business Phone Etiquette
Whether you're calling clients,
responding to customers or
trying to get a job, telephone
communication is an
important part of modern
business. Proper business
phone etiquette will help you
make a good impression and
maintain good relations with
business contacts. Simply
remembering to be polite and
organized will go a long way.
10. Why is it important:
Customer’s first impression of
your practice is formed during
their first few seconds of contact
over the phone or in person.
More than 80% of your first-time
customers call before coming into
your practice.
It is often said that human
communication consists of 93%
body language while only 7% of
communication consists of words
themselves.
11. Remember …..
Remember that you may be the first and only contact
a person may have with your practice, and that first
impression will stay with the caller long after the call
is completed.
So the key moment is when the speaking starts.
Engage the caller and get them on your side.
You need to lay the groundwork even before you pick
up the phone, and you do this by …..
12. Smile and the World Smiles With
You:
Body Language
Courteousness
Responsiveness
Friendliness
Confidence
Rate of Speech
Good Listener
Attentiveness
Sincerity
Smile
Informative
Recall Ability
Greeting
Vocal Tone
13. Let’s Try It……..
Did you know people can hear you smile?
Say good morning in two ways:
first, without a smile
and now, with a smile
You will notice there is an inflection when you smile
and it gives your voice energy and a cheery tone.
And that voice inflection conveys friendliness to the
person at the other end of the line.
14. Get Ready For It:
Before picking up the receiver, discontinue any other
conversation or activity such as eating, chewing gum,
typing, etc. that may be heard by the calling party.
Cell phones should be placed on low volume, vibrate,
or silent.
Sit up and SMILE!!!
Answer promptly (before the third ring if possible).
Speak clearly and distinctly in a pleasant tone of
voice.
15. The Greeting:
A bright, cheerful greeting will lift
most people’s spirits and set the
proper tone for the call.
Speak clearly and at a
conversational pace; softly yet
audible.
Don’t mumble or race through
the greeting. This can give the
impression that you don’t have
time for the caller.
16. Ooops …
Forgetting or mispronouncing the caller’s name, after
they have provided it will put the prospect or
customer off side immediately.
Make sure you jot down the caller’s name (how to
pronounce it phonetically), and what line they are on.
Should you need to place them on hold and field
multiple calls, you wont forget who is on which line.
If you do mispronounce their name, which can
happen, apologize, ask them how to pronounce it
properly, tell them you want to get it right.
17. Handling Rude or Impatient
Callers:
Remember it’s not WHAT you say, it’s HOW you say it!!!
STAY CALM: Try to remain diplomatic and polite. Getting
angry will only make them angrier.
Enthusiasm and Sincerity. Always show willingness to
resolve the problem or conflict, and sound sincere.
Be Empathic: Try to think like the caller. Remember, their
problems and concerns are important.
Non-supervisory: Offer to have your supervisor talk to the
caller or call him/her back if the caller persists.
Supervisor: Be willing to handle irate callers. Speak slowly
and calmly. Be firm with your answers, but understanding.
Sometimes the irate caller just wants someone in a
supervisory capacity to listen to their story even if you are
unable to help them.
18. How to End Conversations
Gracefully:
There are several ways that you can end a long phone
call without making up a story or sounding
dismissive:
Leave the conversation open.
Promise to finish your discussion at another time.
As long as you are honest and polite with the other
person, you should not have any problems ending a
call and moving on to something else.
19. 16 Words and Phrases That Keep
Callers Cool:
Hello! I am sorry to keep you waiting.
Good morning! Thank you for waiting.
Please. It was nice talking with you.
Thank you. Is there anything else I can do for you?
I am very sorry. Thank you for coming in (or calling).
Excuse me. It has been a pleasure to serve you.
You are welcome. I would be happy to do that for
you.
May I help you? We appreciate your business.
20. Most Frequent Caller Complaints:
Remember that presentation is everything. Treat
callers as “they hope to be treated.” The way you
present yourself on the phone can leave lasting
impressions of you and your department.
21. The telephone rings for a long time
before it is answered.
Try to answer calls within 3 rings. Callers become
frustrated when they feel that their call is not
important to you.
22. The line is busy for hours it seems:
Try to keep calls short. Do not stay on the line longer
than is absolutely necessary. Consider call waiting for
your personal office (not for a receptionist) so that
you are not constantly unavailabl
23. Checking Messages and Returning
Calls:
Check your messages daily and return messages
within 24 hours.
If it will take longer than 24 hours, call the person
and advise him/her.
Callers should feel confident that you are checking
your voicemail daily.
If you forward a message, be sure to explain to the
person to whom you are forwarding the message why
you are sending it to them.
24. Dealing with difficult callers:
Sometimes a caller is very difficult, especially if
complaining. First remember that this caller is a
client, or potential client, so your handling of the call
could result either in more business for your company
or in the caller going to a competitor.
25. Things to avoid when on the
phone :
let it ring more than four times
eat and drink while talking on the phone
be too familiar
talk to someone else in your office
have too much background noise
speak too quietly or too loudly
speak too quickly.
26. In Conclusion
Etiquette and business etiquette is essential to survive and succeed
both at the personal and professional level.
To conclude, the business etiquette is essential from peon to principal
and from employee to employer.
Business etiquette is simply about feeling and showing kindness
and respect for those around you. It is about exercising good
judgment.
“There is no accomplishment so easy to acquire as politeness, and none
more profitable”
-George Bernard Shaw