2. Introduction
'Etiquette' is a French word which means a 'ticket', on
ceremonial or other important occasions a 'ticket' of instructions
was issued to visitors detailing what they should do.
Thus the ticket enlists the rules of well-mannered behaviour
observed in a polite society.
In a professional sense this includes behaviour towards clients
and colleagues which is in their best interests.
3. Let us take a look at the various
rules of Office Etiquette
4. Etiquettes of Meeting & Greeting
●
Go ahead & introduce yourself, don’t
wait for someone to introduce or
other’s response
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If you know the person’s name that
you are going to meet , Say the name
of the person who holds the position
of most authority and importance first
●
Keep it basic - say the name only
once
●
Clarify - some information about the
person - keep it short
5. Etiquettes of Meeting & Greeting
Contd……
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When we are being introduced, we should stand up
and shake hand
●
When we are introducing someone to other-know
whom to introduce first
-Junior to Senior
-Fellow worker to client
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Keep smile on your face
6. 5 Steps to handle client interactions
with ease
●
Approach Each Client Situation in a "Charge
Neutral“ Manner
●
Honor Your Client's Perspective
●
Be Curious About Your Clients and Their Issues
●
Ask Powerful, Clarifying Questions
●
Create a Clear Agreement About the Resolution
and Next Steps
8. E-mail etiquette
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Be concise and to the point
●
Answer all questions
●
Use proper spelling, grammar and punctuation where
needed
●
Do not attach unnecessary files
9. E-mail etiquette Contd..
●
Do not overuse the high priority & reply to all option
●
Do not write in CAPITALS
●
Read the email before you send
●
Always use smart subject lines avoiding URGENT or
IMPORTANT
10. E-mail etiquette Contd..
●
Never use email to discuss confidential issues
●
Use meaningful subject Once the email discussion goes
beyond 2-3 replies
11. General Email Format: The Basics
●
Subject: Request for………..
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Salutation: Dear Mr. Gupta
●
Greeting: Greeting from company name
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Main Body: This is in regard to your query
●
Closing Statement: If you have any further query,
Kindly revert & you can contact
us on…
●
Signature: Thanks & Regards
13. Pre-call preparation
• Feel good about your work
• Smile
• Have a positive attitude
• Always keep a notepad & pen
• Organize your desk
• Plan your conversation
14. Answering calls for others
●
Identify yourself and the
company
●
Offer assistance in the
absence of others
●
Do not make commitments
for others
●
Take accurate messages &
note down on a paper
15. Hold procedure & Transferring
calls
• Seek permission
• Specify the duration
• Explain the reason for the transfer/hold
• Wait for the caller's response
• Get back to the caller in the committed time frame
16. Call closure
●
Summarize what has been discussed
●
Ask if you can provide further assistance
●
End on a positive note
17. While closing the call
●
Have a pleasant tone and be courteous
●
Don’t sound rushed
●
Pause at appropriate places
18. Use of Personal Mobile Phone at
work place
● Use Your Cell Phone Only for Important
Calls
● Let Your Cell Phone Calls Go to Voice
mail
● Find a Private Place to Make Cell Phone
Calls, if call is important
19. Suggested phrases for Business
telephone etiquette
●
“S.C.Vasudeva & Co., this is Neha. How may I help
you?”
●
“Audit department, this is Somya. How may I help
you?"
●
"Good morning, Accounts Department, how may I
help you?"
20. Tips for creating a good image at
workplace
●
Use basic phrases of courtesy
●
Use standard, accepted business phrases
●
Avoid slang
●
Do not chew gum
●
Always help others in their work
●
Keep your promises
●
Smile while speaking
21. The Handshake !!
●
The Limp Fish
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The Wrestler
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The Cup
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The Finger toucher
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The Cling-on
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The proper handshake
22. The proper handshake
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Start with eye contact and a smile.
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Go for the thumb.
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Firm, not strong.
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Up and down, not back and forth.
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Adjust duration.
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Consider your left hand.
●
Close with eye contact and a smile.
24. Personal & Professional
boundaries
●
Refrain from using office
supplies for personal use
●
Avoid emotionally outbursts
●
Don’t groom yourself in
public
●
Respect others’
cubicle/office space
●
Be friendly with colleagues
at work but don’t get
involve in friendship
25. Personal & Professional
boundaries contd..
●
Keep noise to a minimum
●
Mind your own business
●
Make Comfortable distance - 3 feet - or an arm’s
length away
●
Avoid taking part in office gossips
●
Always be on time.
●
Don't "borrow"
26. Personal & Professional
boundaries contd..
●
Show respect to those around you
●
Don't be a complainer
●
Always answer your phone on the second or third
ring
31. Lunch at Office
●
Treat office workers with respect
●
Avoid making comments about the food
●
Leave your eating area in better condition
32. Office Party Etiquettes
●
Always follow party dress code
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Don't Tell Dirty or Off-Color Jokes
●
Don't Use Foul Language
●
Don't Talk About People Behind Their
Backs
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Don't Bring Uninvited Guests
●
Don't Underestimate the Importance of
Your Guest's Behavior
34. Things to be considered
●
The report must be concise
●
The report must be relevant to the work
●
The language of report must be simple, direct and polite
●
If you are reporting on behalf of the whole team the team
effort must be reflected
35. Things to be considered contd..
●
Reports must not be confusing
●
Before sending any report it must be checked
●
Doubtful things should not be mentioned
●
Reports must give a concrete outlook of the work done
36. Conclusion
●
Conduct yourself appropriately in your workplace
and win appreciation from colleagues and seniors.
●
Following these Etiquettes will help you build
productive relationships at your workplace.
●
And don’t forget “Keep smiling”
Approach Each Client Situation in a "Charge Neutral" Manner In the process of dealing with a stressful client interaction (whether on the phone or face-to-face), quietly check in with yourself to see what it's causing for you. If you're feeling anxious or defensive or "revved up," it's helpful to become neutral quickly. Take a few deep breaths and focus your attention on your feet for a minute. This will shift your energy, disperse some of the adrenaline, and reduce the stress in the conversation so you can be more calm and productive during the interaction. - GET THE CLIENT INTO A YES MODE !! 2. Honor Your Client's Perspective You know the saying, "The Customer Is Always Right"? It's quite true. Even if you don't always agree with your client, it's important to respect their perspective and needs. Set aside your own opinions and requirements. Allow yourself to honor your client by listening intently to what they are saying, then tell them that you've heard them and appreciate their concerns. By doing this, you begin to re-establish trust and truly honor the circumstances and problems they are experiencing. 3. Be Curious About Your Clients and Their Issues One of the best ways to build long-term success with a client is to find out more about the issues they have and what is making them upset. When you can step away from your own feelings and your own way of doing things, and instead stay curious about your clients, you can better understand them and can better fulfill their needs. Closely monitor your tone of voice and body language during your interaction. Stay open and inquisitive without fear or judgment. Doing slow, deep breathing (in and out of your nose with your mouth closed) allows you to slow down enough to get curious. 4. Ask Powerful, Clarifying Questions During a stressful interaction with a client, it's a good idea to ask them some specific open-ended questions (in a charge-neutral fashion) to help you fully understand their concerns. This will help defuse the situation so that you can explore potential solutions to the problem. Examples of such questions are "What one thing would you like from me?" or "What is missing that you're like to have included?" or "What questions do you have about this?" These types of questions will allow you to stay focused on them to resolve matters more quickly. 5. Create a Clear Agreement About the Resolution and Next Steps Once you've fully understood the particular situation and your client's concerns, it's helpful to suggest two possible solutions to the problem (clients appreciate it when they get to choose how a problem will get resolved.) Once you agree on the solution, create a clear agreement around it (with specific, measurable and time-bound parameters) and also a clear set of next steps to implement the solution. Confirm with the client that it fits with their expectations. It's absolutely essential that you can enter into a stressful client situation in an easeful way. If you have to step away from an interaction so that you can get your own focus and calmness back, then take that time. Simply trust that matters can be resolved in a calm manner. One client did this when dealing with an angry customer in his eco-printing business. He momentarily changed his focus in the midst of a difficult conversation. He took a few breaths and consciously stayed very calm. He soon noticed that his customer actually calmed down as well. They quickly reengaged and came to a solution to the problem they were facing. By approaching the situation in a charge-neutral manner and tapping into his mind-body connection, he was able to get himself and his customer to create the perfect result. With ease in mind, he brought a new lightness to the situation, producing wonderful new possibilities. 10 mins
We will lose business! They can refer work to others.
Be concise and to the point : Keep you email message short and to the point. Sentences like "I hope this email finds you alive and well" look good only in letter correspondence. Answer all questions Use proper spelling, grammar and punctuation where needed : An email with spelling mistakes or grammatical errors indicate that you have written the message in a non-serious mood and may convey a bad impression. Do not attach unnecessary files
Do not overuse the high priority option Do not write in Capitals : USING ALL CAPITAL LETTERS IS NOT ONLY RUDE AND IRRITATING, IT'S ALSO HARD TO READ. Save your caps for special occasions, such as those times when you want your recipient to know you're shouting. Read the email before you send : Do not hit the Send button without doing a spell check. Always read the message before broadcasting it to the world. Do not overuse reply to all
Never use email to discuss confidential issues Use meaningful subject avoiding URGENT or IMPORTANT : The email subject should be detailed enough to give the recipient an idea about the email content without having to open it. Single words like "Hi" or "Hello" or "Help" are a strict no-no. Think of meaningful but short titles. There are times when you need to take your discussion out of the virtual world and make a phone call. If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face. 5 mins
Ask volunteers to come and demonstrate each type of handshake Time: 10 minutes The Limp Fish : whole hand comes forward – but no strength The Wrestler : whole hand comes forward – too much strength The Cup : hand is in the shape of a “C” allowing the other person to extend their fingers The Finger toucher : one person limply touches the other person’s outstretched hand The Cling-on : once they get hold of your arm they do not let go The Oh-too-personal: While shaking your hand with the right arm they hold on to you with their left arm. The proper handshake :
Objective: learn the proper manner to give a handshake Time: 5 minutes Description Everyone stands up and turns towards their partner And follows the instructions. Do it 3 times: First two times following instructions Third time – blank out the slide Get feedback.
