A ppt on telephone etiquette

1. 1
ETIQUETTE &
MANNERS:
Social rules for the
professional
Compiled by Dotty Harshberger

2. 2
No matter what the
situation, social etiquette
rules should be followed.
When should you be
particularly aware of
your manners?

3. 3
EVERY
SITUATION!

4. 4
Consider some of the
benefits of etiquette…
• Gives professionals
the tools to impress
clients and
colleagues.
• It puts others at
ease so that
business can be
conducted.

5. 5
and…
• Helps to establish
rapport with
others more
easily.
• Builds confidence
and helps create
a winning style.
•Gives the
organization an
overall polished,
professional
image.

6. 6
and
Possessing a high level of etiquette
knowledge and skills builds
confidence and instills the
perception of trustworthiness
in others.

7. 7
Introductions
• When you are
speaking with
someone you
know and
someone new
approaches,
always make an
introduction.

8. 8
When making an
introduction…
• Give a piece of
information about
the person—it can
be a conversation
starter.
“This is Sue, she
just opened a
new store in
town.”

9. 9
What?
• LISTEN to and
concentrate on
conversations—
don’t just wait for
your turn to talk!

10. 10
Don’t Jump!
• Resist the urge to
jump into a
conversation
when someone
pauses in
thought. Wait a
second or two,
then respond.

11. 11
Just a peck will do.
• A kiss on the cheek as
a greeting is okay at a
holiday gathering or a
convention when you
haven’t seen the
person in awhile.
• Resist the smooch in
a purely business
setting.

12. 12
Smile, you’re on Candid
Camera!
• Be an active
listener—smile,
nod, make eye
contact and agree
when appropriate.

13. 13
My Space
• Respect a person’s
personal space—
don’t get too close!
If you can smell
lunch on their
breath—you may be
too close!
• Give them a breath
mint!

14. 14
Build your vocabulary!
• Avoid vulgar
references and
swear words.
• Poor language IS
NOT professional
and offends
some.

15. 15
Networking
Based on the success of your first
impression, the other person will
determine whether or not you are
worthy enough for them to
continue investing themselves in
developing a relationship with you
and your company.

16. 16
Mind your own business!
• Don’t ask personal
questions!
Like…
How much did that cost?
Why did they divorce?
Did you get a raise?

17. 17
You’ve got to be kidding!
• Gossip—keep it to
yourself!
• Gossip: Everyone
wants to hear it
until it’s about
them!

18. 18
Hold the door.
• Whoever (guy or
gal) gets to the
door first should
open it and hold
for others who
are following.

19. 19
The door is closing…
• At an elevator,
those in the
elevator should
get off before
anyone else get
on.

20. 20
Meeting Seating
• Generally the
chairperson sits
at the end of the
table farthest
from the
entrance.

21. 21
Does anyone know what
time it is?
• If you are attending
the meeting—be on
time!
• On time means
arriving a few
minutes BEFORE the
meeting begins.

22. 22
Who’s in charge of this
meeting?
• If you are leading a
meeting ARRIVE
EARLY! Check the
room’s temperature,
lighting, and
arrangement.
• Get yourself organized.
• Greet the participants
as they arrive.

23. 23
Keep your Word.
• Do what you promised you would
do!
Make that phone call!
Write that note!
Make the arrangements!

24. 24
H2O
• Always thirsty? See a
doctor!
• Having a bottle of water
is alright if water is
available to others.
• If you’re the only one—
put it away!

25. 25
Placing a telephone call…
• If you’re making
a call, identify
yourself first,
then ask to speak
to the person
you’re trying to
reach.

26. 26
When you finally reach the
person…
• Before you jump
into a deep
conversation, ask
if they have time
to talk.

27. 27
If you’re on the phone and
another call comes in…
• Always ask if it’s
alright to put
them on hold.

28. 28
Sign Language?
• Do not interrupt
someone on the
telephone by
gesturing,
speaking or
writing them
notes!

29. 29
What about voicemail?
• If you must leave a
message, state your
name (spell if they
don’t know you),
phone number, date
and reason for the
call.
• Repeat your phone
number at the end—
SLOWLY.

30. 30
You’re Ringing
• When you are in
ANY meeting,
turn off your cell
phone ringer—
accept voicemail
and text
messaging only!

31. 31
Can you hear me now?
• If you MUST take a call in
a public place—try to
move to a more private
space.
• Hearing one-sided
conversations alienates
the person NOT in the
conversation!

32. 32
I can’t talk now, but…
• If you must talk
in a public place
(bus, elevator,
airplane etc.)
keep it short and
discreet.

33. 33
Rapid Response
• Forget junk mail
and forwards, but
ALWAYS respond
to a real message
on your e-mail.

34. 34
watch wat u say
• While our Internet
culture is full of
shorthand, check
your e-mail for
grammatical,
capitalization and
spelling errors!
In business—no
shorthand!

35. 35
Moving?
• Close your e-mail
address at an old
job and have
them forwarded
to an appropriate
person.
• Let everyone
know your new
e-mail address.

36. 36
No eating with your
fingers!
• During the first
course of the meal,
use the utensils on
the outside.
• For example, the
salad arrived, use
the fork on the far
left. Entrée arrives,
the next fork.

37. 37
I want to eat my dessert!
• When wanting to
eat your dessert,
use the utensils
that were placed
above the plate.

38. 38
Put the napkin where?
• Open the napkin,
refold in half and
place in onto your
lap with the fold
away from you.

39. 39
How did that get on the
floor?
• If your utensils or
napkin fall, DO
NOT crawl around
on the floor to
retrieve—flag
down a waiter
and ask for
another.

40. 40
I can’t eat another thing.
• Finally done
eating?
Place all of your
utensils on the
plate with the tip
of the fork and
knife across the
plate, pointing at
11 o’clock.

41. 41
Chop sticks or Chop Suey?
• Eat your Chop
Suey (or any
other food) with
chop sticks ONLY
if you already
know how to use
them—learning in
front of someone
can be ugly!

42. 42
What’s in my Mouth?
• Great meal when—
all of a sudden you
realize something in
your mouth needs to
come out!
• Cover your mouth
with a napkin and
get it out—
discreetly!

43. 43
Doing lunch?
• Whoever invites a
colleague or client
to a business
lunch pays for it—
that includes the
tip, coat check
and parking if
necessary.

44. 44
Where to Lunch
• Select a restaurant
that is conducive to
conducting business.
• The restaurant
should be centrally
located for both, or
close to the guests’
office.

45. 45
Mirror, mirror on the wall…
• Don’t primp at a
restaurant table
or in public.
• Use the restroom
to groom!

46. 46
Party time!
• Have fun, but
maintain control!
DO NOT
get drunk
hit on a co-worker
stay at the buffet

47. 47
Warning: DO NOT PICK
• at your teeth.
• at your face.
• your nose.
• on your friends.

48. 48
Never, Never, Never…
• Burp
• Snort
In general:
DO NOT make ANY
bodily noises that
are rude and
disgusting!

49. 49
Allergies and colds
happen, but…
• DO NOT blow
your nose at a
table. It’s alright
to pat your nose
with a tissue.
Otherwise, excuse
yourself and find
a place away from
others.

50. 50
Finally…
• Take time to say “please” and
“thank you” more often.
• Don’t forget to say “Hello” rather
than “Hi”.
• Say “you’re welcome” rather than
“no problem.”

51. 51
and always…
S
M
I
L
E

52. 52
Sources
• www.bartleby,com/95/
• www.emilypost.com
• www.etiquettehell.com
• www.etiquetteessentials.com
• www.udefineucom
• www.lettgroup.com