The document discusses various communication etiquettes including how to say "no" assertively, the importance of strong English language skills, the role of humor in the workplace, phone etiquette tips, general communication etiquette, proper dressing, and handshakes. It provides advice on improving English through reading, listening practice, and non-verbal communication. Specific etiquette tips are given for business phone calls, appropriate business attire depending on the occasion, and maintaining proper hygiene and dress. Case studies and exercises are also included to demonstrate effective communication.

1. HOW TO SAY “NO”
THE SIGNIFICANCE OF ENGLISH
LANGUAGE SKILLS
ROLE OF HUMOR AT WORKPLACE
PHONE ETIQUETTE
COMMUNICATION ETIQUETTE
DRESSING UP AND HANDSHAKE
ETIQUETTES
Session 4

2. LET‟S TAKE THE TEST..
 How did you do?
 I am looking for the answer “no”
 If you had 22 or more “no” responses, don‟t worry;
you don‟t have an assertiveness problem and don‟t
have any difficulty saying “no”.
 If you had only 15 to 21 “no” responses, you have
some areas to work on.
 If you had fewer than 15 “no” responses, you‟ve got
to learn to say “no” in such a way that others realize
you mean it.

3. HOW TO SAY„NO‟
“You have to decide what your highest priorities are
and have the courage –pleasantly, smilingly, non-
apologetically-to say „No‟

4. WHY DO WE SAY “YES” WHEN WE DON‟T WANT
TO
The reasons could be :
1. Because we are afraid that we may lose the
goodwill of a person to whom we must say „No‟.
2.To avoid tension and emotional outburst
3.We fear getting labeled as non team-players
4.You want to prove yourself as powerful, important.
5.You don‟t want to look selfish or self-centered
6.You want to make a positive impression

5. YOU SAY A BIG FAT „YES‟, KICK
YOURSELF AND FEEL MISERABLE.

6. HOW DO WE CHANGE THIS HABIT AND MASTER THIS
COMMUNICATION ETIQUETTE?
1.Commit yourself to changing your behavior.-tell
people .Letting others know ensures a sincere effort at
change
2.Learn to value yourself-do an inventory of your
strengths to rebuild your self-confidence..SWOT is an
ongoing process like resume writing
3.Develop an action plan-Start doing..if you are
comfortable in small group discussions create those
circumstances
4.When faced with a decision, focus on the business
implication of your answer-Senior mangers need to
remember that saying „yes‟ won‟t end that isolation.

7. HOW DO WE CHANGE THIS HABIT AND MASTER
THIS COMMUNICATION ETIQUETTE
5. “No” should be the first word out of your mouth
if it is the better word-Follow your response with a
single explanation.
6.Don‟t get pressured into saying “yes”-if you are
not sure what you want to say “no”-it‟s better to say
“no” first rather than saying “yes” first and then a
“no”.

8. HOW DO WE CHANGE THIS HABIT AND MASTER
THIS COMMUNICATION ETIQUETTE
 7.Practice not only what you will say but how
you will look as you communicate assertively-
Eliminate non-assertive behaviors, like looking
away from the person, covering your mouth or
wetting your lips. Also, consider voice, pitch and
speed.
If you are too loud You may sound angry
If you are too soft You may sound timid
If your rate of speech is too You may seem impatient
fast
If you are too slow You may seem hesistant
These are more or less generalized interpretations

9. HOW DO YOU SAY “NO”
 You have no bandwidth. You are in the middle of
something critical and important for your project.
 It is too much of a risk-not an easy request that you
feel you can do justice to.(You certainly need
someone with more expertise to handle this).
 I don‟t lend it to anyone-not even to my brother or
sister
 Substantiate it with hard data don‟t make it look
personal
 Point out that something else might suffer
 In some cases buy time.

10. HOW TO TAKE A “NO”?WHAT HAPPENS WHEN
WE GET TO HEAR A “NO”
 Remember they don‟t have to say “yes”
 Don‟t keep bugging them. Leave them alone
 Don‟t let that hurt your pride. Keep asking others.
Don‟t give up.
 Be better prepared the next time.

11. WHAT ARE THE ORGANIZATIONAL
IMPLICATIONS?
1.We begin to feel unable to cope with any form of
disagreement or conflict.
2.Face difficulty in making a decision
3.And often discover that it‟s just easier to
acquiesce(agree) than refuse someone‟s request.

12. SUGGESTED READINGS
„Say what you mean get what you want‟ by Judith
C.Tingley

13. ENGLISH LANGUAGE SKILLS

14. „I AM SO CLEVER THAT SOMETIMES I DON‟T
UNDERSTAND A SINGLE WORD OF WHAT I AM
SAYING‟ OSCAR WILDE
 How can you improve English?
1.Simple things first
2.Change from being vague , general and abrupt to
being specific and effective.
3.Integrate all the communication skills

15. HOW CAN I IMPROVE MY ENGLISH?
You need to improve on listening, speaking, reading
and writing
1.Reading magazines, newspaper, blogs, watching
TV shows.
2.Listening to people either at your level or slightly
higher.
3.Getting feedback from friends and colleagues
4.Attending Toastmasters meetings to improve
English and Leadership skills
4.1 etiquettes-toastmaster.doc
5.Get into the habit of conducting small talk in
English.

16. HOW CAN I IMPROVE MY ENGLISH?
6.Finally incorporate effective non-verbal communication
as a part of your English Training. Get to know the non-
verbal sounds, body language, laughs ,grunts , smirks.
7.Get rid of the „heavy‟ regional Indian accent-try to
acquire a neutral accent.
8.Try to speak a bit slower and with intonation-put stress
on appropriate word.
9.Minimize the pauses and gaps
10.See if there is a pattern of mistakes
11.Pay attention to grammar and learn a new grammatical
point every week.
12.Learn to think in English
13.Build vocabulary-not just words, include phrases and
metaphors

17. REMEMBER COMMUNICATION IS..
 Holistic

18. SUGGESTED READINGS/VIDEOS
1.The Etiquette advantage in Business: Personal
Skills for professional success by Emily Post
2. Also watch Emily post‟s videos on Youtube on
„Table Manners and other etiquettes‟.

19. BUSINESS AND HUMOR ARE MUCH MARRIEDTHE
ROLE OF HUMOR IN THE WORKPLACE.DOC…KNOW
MORE ABOUT BHARAT DABHOLKAR

20. COMMUNICATION ETIQUETTE IN
GENERAL
Case study from „The Entrepreneur‟

21. PHONE ETIQUETTE

22. EXERCISE 4.2
You have to talk about IMT- N for getting Milestone
sponsored .
Four volunteers
1.Student
2.Sponsor

23. ANATOMY OF A BUSINESS PHONE CALL
1. Initial Greetings
2. Establishing virtual handshake with the other
person
3. Getting down to business
4. Summarizing
5. Following through with the minutes of the call.

24. THE DON‟TS
1.Never ask for personal cell number to your
international business partner
2.Do not communicate by „missed call‟
3.When at phone don‟t multi task.
4.Use speaker phone only when must

25. ETIQUETTES…
1.Dressing up
2.Handshakes

26. DRESSING UP
 Four C‟s
Clean
Cut to size
Correct for the occasion
Comfortable

27. Shirt Trouser Socks Shoes Belt
with
lace
White Black, Black, dark Black Black,
dark blue, grey, with black with
trousers brown black, black,
of blue, To match blue and brown
grey and the grey with
brown trousers trousers brown
shades , brown trousers
with
brown
trousers
Light/pale Indigo Indigo/blue Black black
blue base
Light Black, Black, grey Black Black
green grey
Light Brown Brown Brown Brown
yellow
Tan Brown Brown Brown Brown

28. SESSION 4 CONTENTS WERE:
 How to say “No”
 The significance of English language skills
 Role of Humor at workplace-fun committee
 Phone etiquettes-phone exercise
 Communication Etiquette-case study from „The
Entrepreneur‟.
 Dressing up and hand shake