top ten soft skills success

Corporate Etiquette Corporate Etiquette “ “ Top Ten Soft Skills for Success Top Ten Soft Skills for Success “ “

Etiquette: Introduction, Definition, Origin

q Definition of protocol in general and politically.

q Definition of etiquette.

q Where does etiquette start ?

q The origin of the word etiquette.

Soft Skills for Success Soft Skills for Success

Etiquette: Introduction, Definition, Origin

q Four Things Etiquette is Not

ØA set of rigid rules.

ØSomething for the wealthy or well‐born.

ØA thing of the past.

ØSnobbishness.

q What is Courtesy ?


Etiquette q Etiquette is a combination of manners and

principles. Ø Principles are the guiding concepts on which all manners are based. • Consideration. • Respect. • Honesty. ØManners tell us what to do in all kinds of situations and what to expect from other people.


Why Does Etiquette Matter in Business? q Business Etiquette is very important for creating a

harmonious work environment and for representing your company in the best possible way.

Etiquette positions you to:

Ø Project a positive image. ØProject confidence and authority.

ØDistinguish yourself from the competition.

ØBuild relationships.

ØDevelop and maintain business.

“I will pay more for the ability to get along with people

than for any other ability” John Rockefeller


Message Delivery Appearance

55%

38% 7%

I. Impact of your image


Expression Action Impression Reaction

I. Impact of First Impression

You never get a second chance to make a


great first impression.

I. Impact of the First Impression

q A few things that matter to make a

ØDeportment. Ø Smile. ØEye Contact. ØMood. ØClothing. ØAttitude. ØAttention. ØElocution.


first positive impression

II. The Corporate You Good manners in the workplace. Good manners in the workplace.

q With your staff The best way to earn respect is to treat others with respect. ØAsk others to do things rather than tell them. ØBe clear. ØBe polite. ØLearn people’s names and use them. ØRecognize that everyone has a life outside work. ØBe accommodating.



q With your superiors ØDo your job. ØTreat your boss with respect and understanding. ØCall your boss Mr… or Mrs… ØDress in a style which reflects your corporate

identity. ØDon’t assume that your boss is your friend. ØDon’t confuse business entertainment with social

event.


II. The Corporate You Tips for good manners.

q With your peers

ØRespect the company’s culture. ØRespect rank and treat it appropriately.

ØRespect others’ privacy and be courteous to them.

ØRespect others’ views and handle disagreements

gracefully. ØHandle job stress without imposing yourself on others.

ØExtend courtesies to all members of the company.



q With your clients – you are your corporate Ambassador ØRespect your clients’ time.

ØRespect your customers.

ØRespect your clients’ privacy.

ØHandle yourself in a gracious and courteous way during business meetings.

ØWrite follow‐up letters and thank you notes to clients.

ØRemember that you represent your company and your peers.


II. The Corporate You

Good manners in the workplace. Good manners in the workplace.

q q Offering and receiving compliments Offering and receiving compliments

Compliments are directed to a person Compliments are directed to a person’ ’s work and s work and professional conduct, nothing related to a person professional conduct, nothing related to a person’ ’s s personality or physical appearance. personality or physical appearance.

Always compliment Always compliment

Ø ØPolitely. Politely.

Ø ØPrecisely. Precisely.

Ø ØPromptly. Promptly.

Ø ØPublicly. Publicly.


Always say THANK YOU when getting a compliment Always say THANK YOU when getting a compliment

II. The Corporate You

Good manners in the workplace. Good manners in the workplace.

q q Offering and receiving criticism Offering and receiving criticism

Giving and receiving criticism is difficult. Giving and receiving criticism is difficult. Unfortunately, it is a part of the corporate life. It Unfortunately, it is a part of the corporate life. It should be directed to a person should be directed to a person’ ’s work and s work and professional conduct, nothing related to a persons professional conduct, nothing related to a persons personality or physical appearance. personality or physical appearance.

Always criticize Always criticize

Ø ØPrivately. Privately.


Ø ØPrecisely. Precisely.

Ø ØPromptly. Promptly.

Always take criticism Always take criticism

Ø ØProfessionally. Professionally.


Ø ØPositively. Positively.

Ø ØAppropriately. Appropriately.


III. The Corporate You

q q Handling office visits and hosting visitors Handling office visits and hosting visitors

When you leave the office to visit colleagues and When you leave the office to visit colleagues and other associates, your behaviour reflects not only other associates, your behaviour reflects not only

on you but on the people you on you but on the people you’ ’re visiting. re visiting.

And how you handle visitors in your own office And how you handle visitors in your own office speaks volumes about your social skills. speaks volumes about your social skills.


III. The Corporate You Tips for preparing a corporate visit:

ØMake an appointment – be punctual. ØLook up your destination on a map before departing.

ØDon’t bring any food or drinks with you to someone

else’s office, unless you’ve been asked to provide food

for the meeting. ØBe polite to everyone at the office.

ØSit only when invited to do so.

ØDon’t touch things in someone’s office without asking,

even if they look like toys. ØDon’t read any document, letter, card etc.. on someone

else’s desk unless given to you.


Tips for Hosting

ØProvide clear direction. ØBe ready on or before time. Make sure your documents

are ready.

ØAlways stand up to greet and shake hands with visitors

entering your office. Move from behind your desk and sit at the same side as your visitor.

ØClear a comfortable space for your visitors to sit, as well

as some writing space on the desk, if needed –

especially if your office is a “pile file”.



Tips for Hosting

ØOffer your visitors something to drink , such as water, coffee etc…

ØMake your time limitation clear up front.

ØEscort you visitors out instead of letting them wander,

especially if your office layout is confusing. ØAccept only emergency phone calls and concentrate on

your visitor as they shouldn’t be made to feel secondary

to telephone callers.



q Importance of Communication Skills

No matter in which business you are, effective communication skills are essential for success.

The purpose of good communication skills is your way to

get your message across to others clearly and unambiguously.

ØVia non verbal channels

ØVia spoken communication channels

ØVia written communication channels


IV. Non Verbal Communication Channels


The distance you stand from others matters. The distance you stand from others matters.

ØWesterns are comfortable

standing some 2 to 3 feet apart.

ØArabic and Asian expect

more.

ØLatinos expect less.


q Impact of personal space


Intimate zone

6‐18 in.

Personal zone

18‐48 in.

Social zone

4‐12 ft.

Public zone

Over 12 ft.

Impact of Body Language

ØOur gestures, expressions, body position and

movement convey unspoken messages. ØSometimes the message expressed by body language

contradicts the verbal message.


Soft Skills for Success Soft Skills for Success IV. Non Verbal Communication Channels

q Impact of personal space

Positive Body Language helps you winning your first impression. ØEye contact. ØHead movement. ØPosture. ØSit straight in your chair, without slouching. ØTerritory . ØWalk with grace and ease. ØSmile often.

1. Arms crossed 2. Brisk erect walk 3. Foot kicking 4. Tapping fingers 5. Hands in pocket 6. Playing with hair 7. Biting the nails 8. Shuffling feet while

seated 9. Standing with hands on

hips 10. Looking down with face

turned away

1. Defensive 2. Confidence 3. Boredom 4. Impatient 5. Dejection 6. Lack of confidence 7. Nervousness, Insecurity 8. Anxious to leave the

situation 9. Aggression, Ready to take

charge 10. Disbelief


q Body Language Signs


V. Body Language in Specific Cultures

ØIn Mediterranean countries. ØIn Arab countries.

ØIn China.

ØIn India.

ØIn Japan.


One finger point: In most middle and far eastern countries, pointing with the index finger is considered impolite. The open hand is used instead, or, in Indonesia the thumb.

VI. Spoken Communication Channels

Speech Delivery Speech Delivery ØYour voice volume.

ØYour voice tone.

ØYour speech rate.

ØYour elocution. ØYour accent.

ØYour vocabulary.


VII. Spoken Communication Channels

q q Conversation Manners Conversation Manners

Ø ØStop, look, listen.

A few hints to conduct an efficient business conversation.

ØThe warm‐up. ØThe core.

ØThe wrap‐up.


VII. Spoken Communication Channels

q Good conversationalists all share these abilities

Ø They know how to give and accept compliments gracefully.

Ø They can talk about many different subjects and are able to maneuver through conversations about subjects they know little about without difficulty.

Ø They can quickly discern potential topics of interest to any given group and steer the conversation in that direction.

Ø They know when to discuss business and when not to. Ø They know how to step in to fill in an embarrassing

void in conversation.


Soft Skills for Success Soft Skills for Success VII. Spoken Communication Channels

q Good conversationalists all share these abilities

Ø They never correct another person’s vocabulary or grammar.

Ø They involve everyone in the conversation not just one person.

Ø They have a good sense of humour and are able to relate stories well.

Ø They can sense when they are boring people. Ø Abstain from giving wrong information, when not

sure about a subject better to listen and to get informed.

Ø They don’t gossip.

VIII. Spoken Communication Channels .

q q Active Listening Skills Active Listening Skills

Three basic requirements

ØBe there. ØListen carefully.

ØHear.


IX. Spoken Communication Channels

q Handling Titles and Forms of Address

ØTitles are important in business situations. ØShifting from formal address to first name basis.


Follow The Guiding Principle.

q Use of Titles in Different Cultures

ØWestern cultures appear to give primary emphasis to egalitarian communication styles where status differences are minimized.

ØIn contrast, Oriental cultures give primary emphasis to respect patterns of interpersonal behaviour where differences in status among people are acknowledged.


X. Spoken Communication Channels

q Business Cards Protocol

ØHow to hand out business cards and to whom? ØDo’s and Don’ts.


X. Spoken Communication Channels

q Business cards protocol in different cultures.

Remember!

Don’t leave home without them


Thank you . . . Thank you . . .

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