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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