Download - 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.