c2business etiquette sorted
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WHY IS ETIQUETTE IMPORTANT?
Stay ahead in the corporate world
Promote fruitful/rewarding relationships
Obtain business and enhance success
Get respect and credibility from others
Make a positive impression
Help others feel comfortable
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PROFESSIONAL IMAGE
Dress for success
Correct business introductions
Confident handshake
Elementary courtesies
Respect for others
Discipline and attitude
Project competence
Represent company with pride
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DAILY GOODWILL IN THE OFFICE
Relationship with superiors
Avoid voicing contrary opinions in public
Never gush or grovel to get attention
Avoid public show of dissent
Dont refuse assignments/responsibilities
Keep him/her informed at all times
Keep professional and personal secrets
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DAILY GOODWILL IN THE OFFICE
Relationship with Peers
Shoulder your fair share of work
Work with a spirit of harmony
Never grudge a co-workers success
Back-stabbing and petty talk are in poor taste
Develop & follow appropriate escalation matrixStay away from people who gossip/play politics
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DAILY GOODWILL IN THE OFFICE
Relationship with Subordinates
Dont throw your weight around
Treat them with courtesyProvide feedback and praise
Dont undermine authority
Give clear and accurate instructionsAccept responsibility when things go wrong
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ART OF POLITE CONVERSATION
Initiating a Conversation
Self-introduction with pleasant disclosure
Question + Statement
Compliment + Question
Open questions to exchange information
Identify conversation starters
Be attentive to cues
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CONVERSATIONS TO AVOID
Argentina : Dictatorship; Maradona problem
Chile : Argentina/Pinochet issue
China : Hongkong, America, Taiwan
Britain : EU, Mad cow, MonarchyIndia : Scams, Pollution, Religion, Kashmir
Russia : Army, NATO, Corruption
South Korea : Trial of Presidents, Korean war,
Switzerland : EU, Prices, Bank secrecy/LaunderingUSA : Abortion, Obesity, Sexual Innuendoes
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TELEPHONE SKILLS (BASIC)
Be prepared
Respond professionally
Request hold-ons
Control the conversation Take accurate messages
Avoid mouth noises
Give caller undivided attention Be sincere and enthusiastic
Give spoken feedback signals
Leave a good last impression
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TELEPHONE (SILVER RULES)
Dial professionally smile!
Prepare and stick to your script
Use the magic words music to customer
Cultivate a business-like, personable voice Follow protocol while transferring calls
Provide updates on efforts to get information
Learn to handle assertive customers Dont share personal information with caller
Give advice so as to inspire confidence
Make and receive your own calls
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E-MAIL ETIQUETTE (Dos)
Be human, brief, discrete
Respond quickly
Have a descriptive subject line
Limit messages to one subject Control line length to 65 characters
Use the right salutation
Have blank lines between paragraphs Provide context of message
Use out-of-office reply
Attribute ownership
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AVOID UNKNOWN ACRONYMS
BCNU BRB BTW CUL
F2F FAQ FWIW FYA
FYEO FYI GMTA HHOK
IMHO MSGS NLT OBTW
PLS PMFJI PRES PTP
RECD RGDS ROTFL RTFM
THX TIA TTFN TTYL
WB WRT WTG YR
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MEETING PROTOCOL
Circulate agenda
Decide discussion time-lines
Select convenient meet times
Start and end on time Provide conducive atmosphere
Prepare thoroughly
Anticipate and mediate conflicts
Be action-oriented
Circulate minutes to all
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MEETING PROTOCOL
Make your presentation brief but powerful
Think before you speak - Check clarity of thought
Listen. Involve the other person keep an open mind Avoid interrupting others when they are speaking
Be careful of the word why perceived accusatory
Avoid battlelines - I disagree vs Youre wrong
Make suggestions - avoid orders/adamant stance Speak positively - use we when referring to Company
If caught unprepared, dont blunder way through
Avoid personal remarks; When is doubt, use silence.
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SEVEN COURSE MEAL
Appetizer + Drink
Soup + Sherry
SaladMain Course + Wine
Dessert + Champagne
Mint/Chocolate + LiquerCoffee
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BUSINESS ENTERTAINING
Invitation & Restaurant Selection
Seating Norms & Ordering Protocol
Courtesy to Guests & Servers
Wine/Liquor, Soup, Bread & Fruit Rules
Napkin, Cutlery & Crockery Style
Restrict conversation and condiments
Genuine compliments, Bill Payments
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TABLE MANNERS (Dos)
Wait to start
Pass food to the right
Use cutlery out to in
Chew food silently Control pace
Excuse yourself if reqd
Elbows off table
Share food correctly
Pass S&P together
Complain via host
Control alcohol intake Prefer small helpings
Fresh plate for refill
Send thank you letter
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MEETINGS - DONTs
Interrupt others
Display boredom
Be offensiveLose your temper
Be sycophantic
Raise trivial issues
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HANDLING ANGRY CUSTOMERS
Listen
EmpathiseEstablish reason
Make a commitment
Take actionFollow-up
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WINNING HIM BACK
Ask questions
Listen to himMeet his requirements
Be patient
Avoid I told youEarn his business every time
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Types of communication
- Oral
- Written
- Visual
Elements of Oral Communication
- Verbal (7%) The words you use
- Non-verbal (55%) Eyes, Posture, Gestures
- Vocal (38%) Pace, Pitch, Power, Pause
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COMMUNICATION
WRITING
READING
SPEAKING
LISTENING
30 %
16 %
9 %45 %
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MEMORIES
IMAGES
EXPECTATIONS
ENVIRONMENT
PREJUDICES
PASTEXPERIENCE
ATTITUDESASSUMPTIONS
BELIEFS
INTERESTS
VALUESSTRONG
FEELINGS
MENTAL FILTERS
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COMMUNICATION
Communication is sending or receiving
ideas, thoughts or feelings from oneperson to one or more persons in such away that, the person receiving itunderstands it in the same way the sender
wants him/ her to understand.
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INDICATORS OF NON-LISTENER
Advising, giving solutions Why dont you
Evaluating, planning You are definitely wrong
Interpreting, analysing What you need is
Lecturing, informing Here are the facts
Name calling, shaming You are stupid Ordering, directing You have to
Praising, agreeing You are definitely right
Preaching, moralising You ought to
Questioning, probing Why did you
Sympathising, supporting Youll be ok, dont worry Warning, threatening You better not .
Withdrawing, avoiding Lets forget it .
REQUIREMENTS TO BE
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REQUIREMENTS TO BEA GOOD LISTENER
Stop talking!
Avoid deciding what to say next
Concentrate (avoid distractions)
Want to listen
Use empathy
Strive to understand (hear between the lines)
Sound like a listener (Tell me about)
React (right, go on, OK)
Check (clarify doubts as you go on)
Note key points
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Vincent DSilva
Silva Management Services
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