office etiquettes - 3rd sem

7/27/2019 Office Etiquettes - 3rd Sem

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Office Etiquette


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After completion of this module, you will be able to:

Practice office protocol

Resolve ethical dilemmas and personalissues

Use business etiquette whilecommunicating through phone and

e-mail

Use guidelines for developing aprofessional appearance

Use reporting skills appropriately


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Introduction

'Etiquette' is a French word which means a 'ticket', onceremonial or other important occasions a 'ticket' of instructions

was issued to visitors detailing what they should do.

Thus the ticket enlists the rules of decorous behavior observed in

a polite society.

In a professional sense this includes behavior towards clients

and colleagues which is in their best interests.


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Let us take a look at the various

rules of Office Etiquette


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IMPRESSION

MANAGEMENT

Firstimpression.

within three seconds of seeing a person for the first time

we decide their:social status

politics

education

religion

friendliness / approachability


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first impressions: the 93%

rule

55%

appearance &

body

language

38% tone,

pitch & pace

of your voice

7% what

you say


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What is Body Language?

Body language is nonverbalcommunication that

involves body movement

Gesturing" can also betermed as body language

which is absolutely non-verbal means ofcommunication.

People in the workplace canconvey a great deal of

information without evenspeaking; through

nonverbal communication


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What we are trying to deliver to the one

whom we are communicating throughverbal means might not be exactly similarto the one which we are delivering from our

non-verbal means i.e. BODY


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Improving Body Language -

Tips

Keep appropriate distance

Touch only when appropriate

Take care of your appearance Be aware - people may give false

cues

Maintain eye contact Smile genuinely


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Who in t roduces who?

Who introduces who?Traditionally, a man is always introduced to a

woman. Not necessarily in business.

Highest person of rank is mentioned first.Remember: Big, may I introduce Small.

A younger person is always introduced to an older

personIt is helpful to include the persons title

Always state your name.


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Master ing the Handshake

Firm, but not bone-crushing

Lasts about 3 seconds

May be "pumped" once or twice

from the elbow

Is released after the shake,

even if the introduction

continues

Includes good eye contact with

the other person

Hold your drink in your left hand

to avoid a cold, wet

handshake


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Tricks for remembering names

Repeat the persons name a few times toyourself after youre introduced.

Use the persons name immediately in the

conversation after an introduction. Immediately introduce that new person tosomeone else you know.

Jot down the persons name


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E-mail etiquette

Be concise and to the point

Answer all questions

Use proper spelling, grammar and punctuation where needed

Do not attach unnecessary files


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E-mail etiquette Contd..

Do not overuse the high priority option

Do not write in Capitals

Read the email before you send

Do not overuse reply to all

Do not forward chain letters


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E-mail etiquette Contd..

Never use email to discuss confidential issues

Use meaningful subject avoiding URGENT or IMPORTANT

Don't ever forward any junk mail

Don't reply to Spam


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Telephone etiquette


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Pre-call preparation

Feel good about your work

Smile

Have a positive attitude Place the receiver of the telephone correctly

Organize your desk


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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


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Hold procedure & Transferring calls

Seek permission

Specify the duration

Explain the reason for the transfer

Wait for the customers response

Get back to the customer in the committed time frame


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Handling complaints

Listen carefully

Convey sincere interest and be empathetic

Agree as often as possible

Remain calm and courteous. DO NOT ARGUE!

Do not interrupt

Do not blame co-workers


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Handling complaints contd..

Explain clearly

Do not make unrealistic promises

Apologize

Act fast

Follow up


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Call closure

Summarize what has been discussed

Ask if you can provide further assistance

End on a positive note


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While closing the call

Have a pleasant tone and be courteous

Dont sound rushed

Pause at appropriate places


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Qualities of a good voice

Distinctness

Pleasantness/warmth

Vitality

Naturalness

Expressiveness

Lower, mellow pitch


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Tips for creating a good image

Use basic phrases of courtesy

Use standard, accepted business phrases

Avoid slang

Do not chew gum

Do not slam the phone or cut offabruptly

Keep your promises Smile while speaking


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Suggested phrases for Business telephone etiquette

"State Trust, this is Swati. How may I help you?

"Accounting department, this is Lily. How may I help

you?"

"Good morning, Dr. Nasir and Fareed's office, how may Ihelp you?"


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Work Etiquette


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Personal & Professional boundaries

Refrain from using office supplies

for personal use

Refrain from using swear words

Avoid emotional outbursts

Dont groom yourself in public

Pick up after yourself

Respect others cubicle/office

space

Pe o al & P ofe io al bou da ie


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Personal & Professional boundariescontd..

Don't be disruptive to others while eating

Keep noise to a minimum

Avoid taking part in office gossips

Always be on time.

Don't "borrow"

Personal & Professional boundaries


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Personal & Professional boundariescontd..

Be mindful of your behavior

Show respect to those around you

Don't be a whiner

Avoid an office romance

Always answer your phone on

the second or third ring


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Prob lem Solv ing and Behavior

What you do and saycause impressions

Inner thoughts are not

known Knowing the styles will

help!!

No style is inferior

Dealing is important


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Attitudes strongly influence two major aspects

of our lives:

Social thought the way we think about socialinformation

Social behavior e.g., protesting, voting,

interpersonal relations

Attitudes are pervasive:We hold attitudes about virtually all topics

Range from major to minor issues


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Att itude form at ion

Attitudes are evaluations of various aspects of the social world,which influence thought and behavior

Once formed, attitudes tend to be highly resistant to change

Cultural, genetic, and personality factors are all highly relevantto attitudes


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Att itudes and Behaviour

Although attitudes tend be strongly related tobehaviour, the link is not always that clear

When attitudes influence behaviour depends on: Aspects of the situation

The attitudes themselves


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LISTEN

COMPREHEND

RESPOND


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L istening Vs Hearing

Hearing is just a

physical activity

Listening involves the

heart, the mind and the

ears

Hearing is the actof picking up

audible sounds.

Listening, howeverrequires concentration,

so that the brainprocesses meaning fromwords and sentences


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Perception

What is Perception?

A mental image formed due to jumping to

conclusions or passing judgments too early..

Perception is a human nature. It impacts every

sphere of our lives.

Example : Story

PERCEPTION GAME.....


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Att itudes and Emot ions

Hooks What is it ?

A hook is any behaviour ( from the customer/

another person ) that leads us to an uncomfortable

feeling of being accused or being criticized and

negative emotions are fuelled in us.

Hooks might be in the form of :

A value judgment.

A comment

Sarcasm

Example : Road Rage


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What to do?

Maintain Composure

Neutralize the venom

Be conscious / self aware

Dont take it personally

Detach yourself emotionally


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AGGRESSIVE

SUBMISSIVE

ASSERTIVE


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Aggressive/Submiss iveBehavior

MY need is moreimportant than

yours

Your need ismore important than

mine


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Asser t iveBehavior

Both our needsare important


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What ?

Empathy means feeling, acknowledgingand affirming another persons emotional

state.

Why?Each Interaction needs to take care of the

Human Aspect and the Business

Needs.


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That must have been annoying Mr. Sharma

I can certainly imagine how frustrating that could be.

Had I been at your place I would have felt the same way

You have a valid point. It can definitely be very upsetting when..

I can understand your point of view.

However

ITS NOT NECESSARY THAT SOMETHING CATASTROPHIC HAS TO

HAPPEN FOR YOU TO EMPATHIZE


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What?

An expression of regret for a mistake or wrong

with implied admission of fault.

Why?To pacify irate customers.

Apology is need based and is offered when

ever the member is in a complaining mode and

sounds unhappy.


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What?

Assurance is the ability to instill the

confidence in the customer that they are in

the right hands.

Why?To restore the customers confidence

The important thing to be kept in mind is that while assuring the agent

must not end up making a promise of something that cannot be delivered


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Lets.

How about.?

Why not..?

Well, I suggest

Could I suggest that ..?

If I were you I would.


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I absolutely agree..

Thats correct

Thats true

Im of the same opinion


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Well, if you ask me, Id

say

Thats right, however..

Dressing & Grooming


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Dressing & Grooming

Tips for Women


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Tips for Women

Dress

Accessories Jewellery Make up

Tips for Men


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Tips for Men

Shirts

Trousers

Tie Suits

Shoes

Personal hygiene


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Hair should be combed neatly

Shave, trim moustache and beard regularly

Clean fingernail

Clean feet. No cracked feet

No paan stained teeth

Personal hygiene contd


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Personal hygiene contd..

Avoid body odour

Use mouth freshener

Avoid pungent food

Avoid belching in public

Reporting Skills


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Reporting Skills

Things to be considered


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The report must be concrete

The report must be relevant to the work

The language of report must be simple,direct and polite

If you are giving a productivity report relevant details must bementioned

If you are reporting on behalf of the whole team the teameffort must be reflected

Things to be considered contd..


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g

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

Conclusion


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Co c usio

Conduct yourself appropriately in your workplace and winappreciation from colleagues and seniors.

Following these Etiquettes will help you build productiverelationships at your workplace.

office etiquettes - 3rd sem

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