Transcript
Office Etiquette
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 well-mannered behaviour observed in a polite society.
In a professional sense this includes behaviour towards clients and colleagues which is in their best interests.
Let us take a look at the various
rules of Office Etiquette
Etiquettes of Meeting & Greeting
● Go ahead & introduce yourself, don’t wait for someone to introduce or other’s response
● If you know the person’s name that you are going to meet , Say the name of the person who holds the position of most authority and importance first
● Keep it basic - say the name only once
● Clarify - some information about the person - keep it short
Etiquettes of Meeting & Greeting
Contd……● When we are being introduced, we should
stand up and shake hand
● When we are introducing someone to other-know
whom to introduce first
-Junior to Senior -Fellow worker to client
● Keep smile on your face
5 Steps to handle client interactions
with ease ● Approach Each Client Situation in a
"Charge Neutral“ Manner
● Honor Your Client's Perspective
● Be Curious About Your Clients and Their Issues
● Ask Powerful, Clarifying Questions
● Create a Clear Agreement About the Resolution
and Next Steps
Remember……
● "If we don’t take care of our clients,
someone else will."
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 & reply to all option
● Do not write in CAPITALS
● Read the email before you send
● Always use smart subject lines avoiding URGENT or
IMPORTANT
E-mail etiquette Contd..● Never use email to discuss confidential issues
● Use meaningful subject Once the email discussion goes
beyond 2-3 replies
General Email Format: The Basics
● Subject: Request for………..
● Salutation: Dear Mr. Gupta
● Greeting: Greeting from company name
● Main Body: This is in regard to your query
● Closing Statement: If you have any further query,
Kindly revert & you can contact
us on…
● Signature: Thanks & Regards
Telephone etiquette
Pre-call preparation
• Feel good about your work
• Smile
• Have a positive attitude
• Always keep a notepad & pen
• Organize your desk
• Plan your conversation
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 & note down on a paper
Hold procedure & Transferring calls
• Seek permission
• Specify the duration
• Explain the reason for the transfer/hold
• Wait for the caller's response
• Get back to the caller in the committed time frame
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
● Don’t sound rushed
● Pause at appropriate places
Use of Personal Mobile Phone at work place
● Use Your Cell Phone Only for Important
Calls
● Let Your Cell Phone Calls Go to Voice
● Find a Private Place to Make Cell Phone
Calls, if call is important
Suggested phrases for Business telephone etiquette● “S.C.Vasudeva & Co., this is Neha. How
may I help you?”
● “Audit department, this is Somya. How may I help you?"
● "Good morning, Accounts Department, how may I help you?"
Tips for creating a good image at workplace
● Use basic phrases of courtesy● Use standard, accepted business phrases● Avoid slang● Do not chew gum● Always help others in their work● Keep your promises● Smile while speaking
The Handshake !!
● The Limp Fish
● The Wrestler
● The Cup
● The Finger toucher
● The Cling-on
● The proper handshake
The proper handshake
● Start with eye contact and a smile.
● Go for the thumb.
● Firm, not strong.
● Up and down, not back and forth.
● Adjust duration.
● Consider your left hand.
● Close with eye contact and a smile.
Work Etiquette
Personal & Professional boundaries
● Refrain from using office supplies for personal use
● Avoid emotionally outbursts
● Don’t groom yourself in public
● Respect others’ cubicle/office space
● Be friendly with colleagues at work but don’t get involve in friendship
Personal & Professional boundaries contd..
● Keep noise to a minimum● Mind your own business● Make Comfortable distance - 3 feet -
or an arm’s length away● Avoid taking part in office gossips● Always be on time.● Don't "borrow"
Personal & Professional boundaries contd..
● Show respect to those around you● Don't be a complainer● Always answer your phone on the
second or third ring
Dressing & Grooming
Tips for Women
● Dress● Accessories● Jewellery ● Make up
Tips for Men
● Shirts● Trousers● Tie● Suits● Shoes
Personal hygiene
●Avoid body odour
●Avoid use of strong Perfume
●Use mouth freshener
●Avoid pungent food
Lunch at Office
● Treat office workers with respect● Avoid making comments about the food● Leave your eating area in better
condition
Office Party Etiquettes
● Always follow party dress code
● Don't Tell Dirty or Off-Color Jokes
● Don't Use Foul Language
● Don't Talk About People Behind Their
Backs
● Don't Bring Uninvited Guests
● Don't Underestimate the Importance of
Your Guest's Behavior
Reporting Skills
Things to be considered● The report must be concise● The report must be relevant to the work● The language of report must be simple, direct and polite●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.
● And don’t forget “Keep smiling”
Thank You!
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