Office Etiquette

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.

Let us take a look at the various

rules of Office Etiquette

Etiquettes of Meeting & Greeting

● Go ahead & introduce yourself, don’t wait for someone to introduce or other’s response

● 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

Etiquettes of Meeting & Greeting

Contd……● 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

● Keep smile on your face

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

Remember……

● "If we don’t take care of our clients,

someone else will."

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

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

E-mail etiquette Contd..● Never use email to discuss confidential issues

● Use meaningful subject Once the email discussion goes

beyond 2-3 replies

General Email Format: The Basics

● Subject: Request for………..

● Salutation: Dear Mr. Gupta

● Greeting: Greeting from company name

● 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

Telephone etiquette

Pre-call preparation

• Feel good about your work

• Smile

• Have a positive attitude

• Always keep a notepad & pen

• Organize your desk

• Plan your conversation

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

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

Call closure

● Summarize what has been discussed

● Ask if you can provide further assistance

● End on a positive note

While closing the call

●Have a pleasant tone and be courteous

● Don’t sound rushed

● Pause at appropriate places

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

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?"

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

The Handshake !!

● The Limp Fish

● The Wrestler

● The Cup

● The Finger toucher

● The Cling-on

● The proper handshake

The proper handshake

● Start with eye contact and a smile.

● Go for the thumb.

● Firm, not strong.

● Up and down, not back and forth.

● Adjust duration.

● Consider your left hand.

● Close with eye contact and a smile.

Work Etiquette

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

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"

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

Dressing & Grooming

Tips for Women

● Dress● Accessories● Jewellery ● Make up

Tips for Men

● Shirts● Trousers● Tie● Suits● Shoes

Personal hygiene

●Avoid body odour

●Avoid use of strong Perfume

●Use mouth freshener

●Avoid pungent food

Lunch at Office

● Treat office workers with respect● Avoid making comments about the food● Leave your eating area in better

condition

Office Party Etiquettes

● Always follow party dress code

● Don't Tell Dirty or Off-Color Jokes

● Don't Use Foul Language

● Don't Talk About People Behind Their

Backs

● Don't Bring Uninvited Guests

● Don't Underestimate the Importance of

Your Guest's Behavior

Reporting Skills

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

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

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”

Thank You!