Office Etiquettes


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  • Office Etiquettes

    1. 1. Office Etiquette
    2. 2. Introduction <ul><li>'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. </li></ul><ul><li>Thus the ticket enlists the rules of well-mannered behaviour observed in a polite society. </li></ul><ul><li>In a professional sense this includes behaviour towards clients and colleagues which is in their best interests. </li></ul>
    3. 3. Let us take a look at the various rules of Office Etiquette
    4. 4. Etiquettes of Meeting & Greeting <ul><li>Go ahead & introduce yourself, don’t </li></ul><ul><li>wait for someone to introduce or </li></ul><ul><li>other’s response </li></ul><ul><li>If you know the person’s name that </li></ul><ul><li>you are going to meet , Say the name </li></ul><ul><li>of the person who holds the position </li></ul><ul><li>of most authority and importance first </li></ul><ul><li>Keep it basic - say the name only </li></ul><ul><li>once </li></ul><ul><li>Clarify - some information about the </li></ul><ul><li>person - keep it short </li></ul>
    5. 5. Etiquettes of Meeting & Greeting Contd…… <ul><li>When we are being introduced, we should stand up </li></ul><ul><li>and shake hand </li></ul><ul><li>When we are introducing someone to other-know </li></ul><ul><li>whom to introduce first </li></ul><ul><li>- Junior to Senior </li></ul><ul><li>-Fellow worker to client </li></ul><ul><li>Keep smile on your face </li></ul>
    6. 6. 5 Steps to handle client interactions with ease <ul><li>Approach Each Client Situation in a &quot;Charge </li></ul><ul><li>Neutral“ Manner </li></ul><ul><li>Honor Your Client's Perspective </li></ul><ul><li>Be Curious About Your Clients and Their Issues </li></ul><ul><li>Ask Powerful, Clarifying Questions </li></ul><ul><li>Create a Clear Agreement About the Resolution </li></ul><ul><li>and Next Steps </li></ul>
    7. 7. Remember…… <ul><li>&quot;If we don’t take care of our clients, </li></ul><ul><li>someone else will.&quot; </li></ul>
    8. 8. E-mail etiquette <ul><li>Be concise and to the point </li></ul><ul><li>Answer all questions </li></ul><ul><li>Use proper spelling, grammar and punctuation where </li></ul><ul><li>needed </li></ul><ul><li>Do not attach unnecessary files </li></ul>
    9. 9. E-mail etiquette Contd.. <ul><li>Do not overuse the high priority & reply to all option </li></ul><ul><li>Do not write in CAPITALS </li></ul><ul><li>Read the email before you send </li></ul><ul><li>Always use smart subject lines avoiding URGENT or </li></ul><ul><li>IMPORTANT </li></ul>
    10. 10. E-mail etiquette Contd.. <ul><li>Never use email to discuss confidential issues </li></ul><ul><li>Use meaningful subject Once the email discussion goes </li></ul><ul><li>beyond 2-3 replies </li></ul>
    11. 11. General Email Format: The Basics <ul><li>Subject: Request for……….. </li></ul><ul><li>Salutation: Dear Mr. Gupta </li></ul><ul><li>Greeting: Greeting from company name </li></ul><ul><li>Main Body: This is in regard to your query </li></ul><ul><li>Closing Statement: If you have any further query, </li></ul><ul><li>Kindly revert & you can contact </li></ul><ul><li>us on… </li></ul><ul><li>Signature: Thanks & Regards </li></ul>
    12. 12. Telephone etiquette
    13. 13. Pre-call preparation <ul><li>Feel good about your work </li></ul><ul><li>Smile </li></ul><ul><li>Have a positive attitude </li></ul><ul><li>Always keep a notepad & pen </li></ul><ul><li>Organize your desk </li></ul><ul><li>Plan your conversation </li></ul>
    14. 14. Answering calls for others <ul><li>Identify yourself and the company </li></ul><ul><li>Offer assistance in the absence of others </li></ul><ul><li>Do not make commitments for others </li></ul><ul><li>Take accurate messages & note down on a paper </li></ul>
    15. 15. Hold procedure & Transferring calls <ul><li>Seek permission </li></ul><ul><li>Specify the duration </li></ul><ul><li>Explain the reason for the transfer/hold </li></ul><ul><li>Wait for the caller's response </li></ul><ul><li>Get back to the caller in the committed time frame </li></ul>
    16. 16. Call closure <ul><li>Summarize what has been discussed </li></ul><ul><li>Ask if you can provide further assistance </li></ul><ul><li>End on a positive note </li></ul>
    17. 17. While closing the call <ul><li>Have a pleasant tone and be courteous </li></ul><ul><li>Don’t sound rushed </li></ul><ul><li>Pause at appropriate places </li></ul>
    18. 18. Use of Personal Mobile Phone at work place <ul><li>Use Your Cell Phone Only for Important </li></ul><ul><li>Calls </li></ul><ul><li>Let Your Cell Phone Calls Go to Voice </li></ul><ul><li>mail </li></ul><ul><li>Find a Private Place to Make Cell Phone </li></ul><ul><li>Calls, if call is important </li></ul>
    19. 19. Suggested phrases for Business telephone etiquette <ul><li>“ S.C.Vasudeva & Co., this is Neha. How may I help you?” </li></ul><ul><li>“ Audit department, this is Somya. How may I help you?&quot; </li></ul><ul><li>&quot;Good morning, Accounts Department, how may I help you?&quot; </li></ul>
    20. 20. Tips for creating a good image at workplace <ul><li>Use basic phrases of courtesy </li></ul><ul><li>Use standard, accepted business phrases </li></ul><ul><li>Avoid slang </li></ul><ul><li>Do not chew gum </li></ul><ul><li>Always help others in their work </li></ul><ul><li>Keep your promises </li></ul><ul><li>Smile while speaking </li></ul>
    21. 21. The Handshake !! <ul><li>The Limp Fish </li></ul><ul><li>The Wrestler </li></ul><ul><li>The Cup </li></ul><ul><li>The Finger toucher </li></ul><ul><li>The Cling-on </li></ul><ul><li>The proper handshake </li></ul>
    22. 22. The proper handshake <ul><li>Start with eye contact and a smile. </li></ul><ul><li>Go for the thumb. </li></ul><ul><li>Firm, not strong. </li></ul><ul><li>Up and down, not back and forth. </li></ul><ul><li>Adjust duration. </li></ul><ul><li>Consider your left hand. </li></ul><ul><li>Close with eye contact and a smile. </li></ul>
    23. 23. Work Etiquette
    24. 24. Personal & Professional boundaries <ul><li>Refrain from using office supplies for personal use </li></ul><ul><li>Avoid emotionally outbursts </li></ul><ul><li>Don’t groom yourself in public </li></ul><ul><li>Respect others’ cubicle/office space </li></ul><ul><li>Be friendly with colleagues at work but don’t get involve in friendship </li></ul>
    25. 25. Personal & Professional boundaries contd.. <ul><li>Keep noise to a minimum </li></ul><ul><li>Mind your own business </li></ul><ul><li>Make Comfortable distance - 3 feet - or an arm’s length away </li></ul><ul><li>Avoid taking part in office gossips </li></ul><ul><li>Always be on time. </li></ul><ul><li>Don't &quot;borrow&quot; </li></ul>
    26. 26. Personal & Professional boundaries contd.. <ul><li>Show respect to those around you </li></ul><ul><li>Don't be a complainer </li></ul><ul><li>Always answer your phone on the second or third ring </li></ul>
    27. 27. Dressing & Grooming
    28. 28. Tips for Women <ul><li>Dress </li></ul><ul><li>Accessories </li></ul><ul><li>Jewellery </li></ul><ul><li>Make up </li></ul>
    29. 29. Tips for Men <ul><li>Shirts </li></ul><ul><li>Trousers </li></ul><ul><li>Tie </li></ul><ul><li>Suits </li></ul><ul><li>Shoes </li></ul>
    30. 30. Personal hygiene <ul><li>Avoid body odour </li></ul><ul><li>Avoid use of strong Perfume </li></ul><ul><li>Use mouth freshener </li></ul><ul><li>Avoid pungent food </li></ul>
    31. 31. Lunch at Office <ul><li>Treat office workers with respect </li></ul><ul><li>Avoid making comments about the food </li></ul><ul><li>Leave your eating area in better condition </li></ul>
    32. 32. Office Party Etiquettes <ul><li>Always follow party dress code </li></ul><ul><li>Don't Tell Dirty or Off-Color Jokes </li></ul><ul><li>Don't Use Foul Language </li></ul><ul><li>Don't Talk About People Behind Their </li></ul><ul><li>Backs </li></ul><ul><li>Don't Bring Uninvited Guests </li></ul><ul><li>Don't Underestimate the Importance of </li></ul><ul><li>Your Guest's Behavior </li></ul>
    33. 33. Reporting Skills
    34. 34. Things to be considered <ul><li>The report must be concise </li></ul><ul><li>The report must be relevant to the work </li></ul><ul><li>The language of report must be simple, direct and polite </li></ul><ul><li>If you are reporting on behalf of the whole team the team </li></ul><ul><li>effort must be reflected </li></ul>
    35. 35. Things to be considered contd.. <ul><li>Reports must not be confusing </li></ul><ul><li>Before sending any report it must be checked </li></ul><ul><li>Doubtful things should not be mentioned </li></ul><ul><li>Reports must give a concrete outlook of the work done </li></ul>
    36. 36. Conclusion <ul><li>Conduct yourself appropriately in your workplace and win appreciation from colleagues and seniors. </li></ul><ul><li>Following these Etiquettes will help you build productive relationships at your workplace. </li></ul><ul><li>And don’t forget “Keep smiling” </li></ul>
    37. 37. Thank You!