Beruflich Dokumente
Kultur Dokumente
Professional Etiquette
First Impressions
Within 30 seconds people judge your
Economic level Educational level Social position Level of sophistication Level of success Trustworthiness Compassion Reliability Intelligence Capability Humility Friendliness Confidence
A,B,Cs of Image
Appearance
Color, wardrobe, grooming
Behavior
Etiquette, civility, attitude
Communication
Verbal, nonverbal, written
PRESENCE:
Presence
People begin to evaluate us before any words are ever spoken Who you are speaks so loudly I do not hear what you say--Emerson
Handshake: offer entire hand, webto-web, shake lightly and release Know whom to introduce first
Junior to senior Fellow worker to client
u u
Eliminate slang/jargon from your vocabulary Always on time, always organized, always ready
u u
Never introduce yourself by your title Name tags on your right shoulder Keep your right hand free Stay informed of current events Maintain eye contact
Showing Respect
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u u u
Always use last names with customers unless they are about your age and rank Dont keep customers waiting Escort clients out When someone of higher rank or from outside the organization enters, everyone in the office stands Junior employees stand until seniors sit
Business Cards
u u u u u
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Manage business card exchanges flawlessly Always have a supply of cards Ask for someones card before offering your own Present card face up Take time to look at received card NEVER turn down an offered card Be selective when distributing cards Be aware of international card etiquette
Small Talk
u
3 distinct parts
Opener Middle Break away
DRESS handout
The way you dress affects the way you are perceived, and the way you are perceived, is the way you are treated.
- Buck Rodgers Former VP of Marketing, IBM Author of The IBM Way
Grooming
Neatly trimmed hair Light perfume or cologne Clean and trimmed fingernails Limited jewelry Concealed tattoos; no visible body jewelry Polished shoes Stockings without runs Belts on pants; socks that match belt color
Mental rehearsal
Before you enter a situation, visualize what you are going to say and doand then mentally rehearse how you believe your audience will respond. At the same time, visualize what your audiences most preferred communicator would be saying and doing
Introducing yourself
Hello. My name is Shweta Jain. I am here for a 1 oclock appointment with Mr.Mehta.
Introductions
Mention authority figures first and introduce others to them. Introduce a younger person to an older person. Always stand up. Always shake hands.
Introduce lower ranking person to higher ranking person. Include useful information
Sir X, may I introduce Ms.Y, our new assistant director of diversity. She recently earned her MA in Human Resources at JNU. Sir X has served as President of Xavier University for the past 6 years. Recently, UGC ranked Xavier as the 2nd best comprehensive university in the state.
Interactive moment
In groups of 3-4, introduce each members of the group to one another.
Remembering names
Get business cards from everyone you meet and makes notes on it about when you met, what you had in common, and details about the person, including names of children. Prefer the formal to the informal, especially with older and higher ranking people Avoid saying, Im sorry, I have forgotten your name Instead, say Help me out, your name was on the tip of my tongue and I must be having a senior moment.
Say What time is the meeting? once with voice raising at the end and one with voice ending with a downward inflection.
Individuals
Compliment, weather, food, current event I love your______. Is it a family heirloom?
Group
Something pertaining to everyone How do you all know each other? Will you be traveling this summer?
Casual acquaintances
General comments How has your year been?
Safe topics
Sports, books, movies, theater, art, travel
Questions
Ask, listen, elaborate with matching experience, Ask again
Tell them you enjoyed speaking with them Discuss next steps
Going for food, to next person, etc.
Correspondence Etiquette
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Every written invitation gets a response unless it asks for money Respond within 1 week Follow directions for response Special instructions (dress code) will be in lower corners Envelope will indicate if you may bring guest Send Thank you letters Always include a cover letter for written documents Sit on written documents for 24 hours (if possible)
E-mail Etiquette
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E-mail only those people to whom your messages actually pertain todont send mass or chain letters M-ake a point of responding to messages promptly A-lways use spell-check and grammar check before sending messagesbe brief and clear I-nclude your telephone number in your message L-earn that e-mail should be used for business rather than personal use dont send anything you wouldnt want to see in public
Telephone manners
u u u u u u u u u
Answer the phone with your name and company (or department) When placing calls, state your name and company or department immediately when phone is answered Speak clearly State the purpose of your call Only use speakerphone for conference calls Always smile when using the phone Say please and thank you Judge your audience before making small talk Return your calls
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Realize proper usage of mobile phones in business Understand how to leave an adequate voice message Check messages frequently on a daily basis Avoid using in a restaurant, movie, church, or meeting Limit your conversation when in close quarters Use a quiet voice Dont give out credit card # Refrain from using when driving
Office Etiquette
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u u u
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Be self-aware-use common sense Mind your own business Avoid strong cologne Never ever go over your supervisors head Obey your companys business dress attire Keep your germs to yourself Treat every employee with the same respect Do not post things of an offensive nature No matter your job or your title, always hold yourself to a higher standard
u u u
Thou shall not enter another persons cubicle unless you are invited. Thou shall not interrupt someone who is on the telephone by using sign language or any other means of communication. Thou shall think twice before interrupting someone who appears deep in thought. Thou shall be aware of how your voice projects. Thou shall realize that speaker phones and cubicles dont mix. Thou shall not discuss a confidential matter in a cubicle setting.
Thou shall realize that everything you say makes an impression on your internal customers. Thou shall not make or receive personal telephone calls during the workday. Thou shall not establish eye contact with someone when you would prefer not to be interrupted. Thou shall stand up and walk toward the entrance of your cubicle when you would like an impromptu meeting short. Thou shall recognize your cubicle is a direct reflection of you. Keep it neat and orderly.
Meeting Etiquette
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u u u
Always have your calendar, notebook & pen Never bring up personal problems/issues in a professional situation Avoid you talk Stay on schedule In conference rooms hang back until power players have taken seats: ends and middle sides of table are power seats
Business Communication
Telephone calls Notes of Appreciation Phone Calls and Voice Mail Beepers, Cellular Phones and Portables
Telephone Etiquette
Identify yourself and your company. Ask the person if he or she has time to talk. Make calls during normal business hours. Return calls the same day. Never put someone on hold without asking permission. Dont do other work while on the phone Be courteous of others when screening calls.
Voice Mail
Identify yourself and your return number immediately. Be brief and to the point. What you want, why it is of mutual interest, details, next steps. Leave return number again. Record your own concise outgoing message. Make sure you sound upbeat and optimistic
a cute message background music a long introductory comment before the beep
Interaction
What are the differences in impressions you make when you use each of the following media: voice mail message e-mail message business letter telephone call impact of
normal call speaking from or to a speaker phone call waiting interruptions
Meeting Etiquette
Before the meeting Starting the meeting After the meeting
Sustained perception
All Four Elements are Important Attitude Integrity & Trust: Always Doing the Right Thing Civility Self Discipline
ATTITUDE
Be positive about yourself, your work, your boss, peers, coworkers, customers, suppliers, and company
INTEGRITY
- Telling the truth - Doing what you say you will do, reliability
CIVILITY
POSITIVE REGARD FOR OTHERS SINCERITY EMPATHY: EMOTIONAL QUOTIENT TACT AND DIPLOMACY RESPECT FOR DIVERSITY
SELF-DISCIPLINE
Making priorities and organizing time in terms of those priorities. Putting the important ahead of the easy.
BUSINESS DEVELOPMENT
NETWORKING PRODUCT/SERVICE CONFIDENCE PERSONAL CREDIBILITY