Office Etiquette

After completion of this module, you will be able to:

Practice office protocol

Resolve ethical dilemmas and personal issues

Use business etiquette while communicating through phone and

e-mail Use guidelines for developing a professional appearance

Use reporting skills appropriately

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 decorous behavior observed in a polite society.

In a professional sense this includes behavior towards clients and colleagues which is in their best interests.

Let us take a look at the various rules of Office Etiquette

First impression.

IMPRESSION MANAGEMENT
within three seconds of seeing a person for the first time we decide their:
social status politics education religion friendliness / approachability

first impressions: the 93% rule

55% appearance & body language 38% tone, pitch & pace of your voice

7% what you say

What is Body Language ?

Body language is nonverbal communication that involves body movement Gesturing" can also be termed as body language which is absolutely nonverbal means of communication. People in the workplace can convey a great deal of information without even speaking; through nonverbal communication

What we are trying to deliver to the one whom we are communicating through verbal means might not be exactly similar to the one which we are delivering from our non-verbal means i.e. BODY

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

Who introduces 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 person It is helpful to include the persons title
Always state your name.

Mastering 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

Tricks for remembering names

Repeat the persons name a few times to yourself after youre introduced. Use the persons name immediately in the conversation after an introduction. Immediately introduce that new person to someone else you know. Jot down the persons name

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 option

Do not write in Capitals

Read the email before you send

Do not overuse reply to all

Do not forward chain letters

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

Telephone etiquette

Pre-call preparation
Feel good about your work Smile

Have a positive attitude

Place the receiver of the telephone correctly Organize your desk

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

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

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

Handling complaints contd..

Explain clearly Do not make unrealistic promises

Apologize
Act fast Follow up

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

Dont sound rushed Pause at appropriate places

Qualities of a good voice

Distinctness Pleasantness/warmth Vitality Naturalness

Expressiveness
Lower, mellow pitch

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 off abruptly Keep your promises Smile while speaking

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 I help you?"

Work Etiquette

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

Personal & Professional boundaries contd..

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 contd..

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

Problem Solving and Behavior

What you do and say cause impressions Inner thoughts are not known Knowing the styles will help!! No style is inferior Dealing is important

Attitudes strongly influence two major aspects of our lives:

Social thought the way we think about social information Social behavior e.g., protesting, voting, interpersonal relations

Attitudes are pervasive:

We hold attitudes about virtually all topics Range from major to minor issues

Attitude formation

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 relevant to attitudes

Attitudes and Behaviour

Although attitudes tend be strongly related to behaviour, the link is not always that clear

When attitudes influence behaviour depends on:

Aspects of the situation The attitudes themselves

COMPREHEND

RESPOND

LISTEN

Listening Vs Hearing

Listening involves the heart, the mind and the ears

Hearing is just a physical activity

Listening, however requires concentration, so that the brain processes meaning from words and sentences

Hearing is the act of picking up audible sounds.

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.....

Attitudes and Emotions

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

What to do?
Maintain Composure Neutralize the venom Be conscious / self aware Dont take it personally Detach yourself emotionally

 AGGRESSIVE SUBMISSIVE ASSERTIVE

Aggressive / Submissive Behavior

MY

need is more important than yours

Your

need is more important than mine

Assertive Behavior

Both our needs are important

What ? Empathy means feeling, acknowledging and affirming another persons emotional state.

Why? Each Interaction needs to take care of the Human Aspect and the Business Needs.

 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

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.

 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

Lets.
How about.? Why not..? Well, I suggest Could I suggest that ..? If I were you I would.

 I absolutely agree.. Thats correct

Thats true
Im of the same opinion

Well, if you ask me, Id say Thats right, however..

Dressing & Grooming

Tips for Women

Dress

Accessories
Jewellery

Make up

Tips for Men

Shirts

Trousers
Tie Suits Shoes

Personal hygiene

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..

Avoid body odour Use mouth freshener

Avoid pungent food

Avoid belching in public

Reporting Skills

Things to be considered

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 be mentioned

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.