Transcript Dealing With Difficult Customers

SESSION 12
BUSINESS
ETIQUETTES
SESSION OVERVIEW
• Part I – Appearance
• Part II – Workplace Etiquettes
• Part III- Office Etiquettes
• Part IV – Food Etiquettes
• Some Common Mistakes in Parties
• Test your Business Etiquettes
INTRODUCTORY THOUGHT
Compare a Raw Diamond to a Polished Diamond
INTRODUCTORY THOUGHT
Etiquettes can bring your real value in the
market place as a polished diamond.
WHAT ARE ETIQUETTES ?
Etiquettes are the manners,
protocol or the way of behavior
one presents during his/her
interactions with people….
“Every action done in company ought to be done with some sign of
respect, to those that are present”
…….George Washington
WHY ARE ETIQUETTES IMPORTANT
• Professional Etiquette influences success as it
differentiates people in a competitive market..
• People who have proper etiquette move up the
ladder faster & get rewarded better.
• Without etiquette, you limit your potential, risk
your image, jeopardize relationships that are
fundamental to business success.
Good etiquettes are just good human relations.
Being polite is right, it makes people feel cared about
and important.
CREATE AN IMPACT
• Integrity
• Manners
• Personality
• Appearance
• Consideration
• Tact
PART I: APPEARANCE
APPEARANCE
• Dressing
• Grooming
DRESSING
• First impressions count.
• An initial impression is made up of:
 Non-verbal perceptions (55%)
 Vocal quality (38%)
 Words (7%)
• First impressions are made within five (5)
seconds.
YOU ARE WHAT YOU WEAR!
•
People make the following decision about you in the wink of an eye
when they meet you for the first time:
 Your economic level
 Your education level
 Your trustworthiness
 Your social position
 Your level of sophistication
 Your economic heritage
 Your social heritage
 Your educational heritage
 Your moral character
 Your success
THE SUCCESS FORMULA
The following attire gives a person complete
control over the group.
 Black\Blue suit: Black and blue are the
colours of authority
 White Shirt
 Red color tie up to the waist
 Black socks
 Black shoes
 Sober buckled belt
DRESSING FOR WOMEN
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Salwar/Suit/Saree
Shoes
Purse
Watch
Jewellery
Cosmetics
Casuals
DRESSING
When buying suits, ties
and shirts, professionals
should always look at
the best quality they can
afford and then spend
10 per cent more.
REMEMBER
“ONLY THE RICH
Can afford cheap clothing”
GROOMING
Good grooming is the essential basic, so invest as
much time as you need in front of the mirror
before you go out. Then forget about how you
look. It's not smart to be fussing over yourself in a
meeting. Important parameters are:
 Hair Care
 Nails
 Skin Care
 Odour
PART II: WORKPLACE ETIQUETTES
WORKPLACE ETIQUETTE
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When in office…
Email
Telephone
Voice-Mail
Cell Phones
Answering Machines
WHILE IN OFFICE….
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Speak in English
Usage of office resources
Punctuality
Lunch
Dealing with Seniors and colleagues
Group behavior
Hospitality
EMAIL ETIQUETTES
• Check the organization's email
policy
• Think about the message
content before you send it out.
• Make sure that content is
relevant to the recipients.
• Be polite.
• Trim any quoted message down
as much as possible.
• Use humor and irony sparingly
EMAIL ETIQUETTES
• Ensure that you have a relevant
"Subject" line.
• Try to quote from the original
message where relevant.
• Be patient, especially with
inexperienced email users.
• Include a brief signature on your
email messages to help the recipient
understand who it is from.
• Be careful when replying to mailing
list messages, or to messages sent to
many recipients.
• Remember to delete anything that
isn't needed or is trivial.
TELEPHONE ETIQUETTE
• Vocal quality counts for 70%
• Words spoken count for 30%
• What you say and how you say
it are important
• Be sure listener gets message
loud and clear
• Don’t chew, eat or drink while
on the phone
BUSINESS TELEPHONE ETIQUETTE
• Never leave a caller on hold for more than a
minute
• If you need to speak to a co-worker who is
on the phone, leave and try again later
• Don’t listen in on co-workers’ phone
conversations
• When using a cellular phone in public, try not
to bother others - keep it short and discrete
• Use your speakerphone sparingly
VOICE MAIL ETIQUETTE
• Leave a clear and complete
message including:
 Your full name and title
 Your phone number
 A time which is best to reach
you
 (Briefly) the purpose of your
call
PART III: OFFICE ETIQUETTES
OFFICE ETIQUETTE
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The Proper Handshake
Introductions
Complimenting
Mastering Manners
Business Visits
Manners speak louder than words
Business Cards
Strategies for Effective Meetings
THE PROPER HANDSHAKE
• Keep thumb up and touch
webs before wrapping the
fingers around the other
person’s hand.
• Start and stop crisply during
the handshake
• Do not continue through the
entire introduction
INTRODUCTIONS
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Always remember to introduce the person of
lesser importance to the person of higher
importance.
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Introduce a younger person to an older
person, a co-worker to boss, boss to a client
(the client ranks higher in importance than
anyone else in the company!) and lay person
to an official.
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Whilst being introduced, stand up, or at least
make an attempt to rise. Smile and greet the
person before shaking hands.
COMPLIMENTING
• Never ask people where they got
their clothes or what they cost.
• Don’t talk about what you paid for
clothes or brag about designer
labels.
• If someone compliments you, it’s
not necessary to return the
compliment.
MASTERING MANNERS
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Eyes are the windows to a person’s
soul.
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Eye contact creates a strong
connection between two people
and also creates an impression of
sincerity and trustworthiness.
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Listen actively
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Punctuality Is The Politeness Of
Kings
STRATEGIES FOR SUCCESSFUL MEETING
• Do your homework
• Bring all necessary
material
• Don’t Play
• Turn off cell phones and
pagers
SPEAK UP
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Think before you speak
Be brief
Get to the point
Avoid confrontational
language
• No public criticism
THE AGENDA
• List discussion items
• Designate who is responsible
for each item
• Amount of time devoted to
each item
• Handle most important items
first
• Distribute well in advance of
the meeting
PART IV: FOOD ETIQUETTES
PLACE SETTING
• Liquids on the right
 Glassware
 Water glass
 Cup and saucer
 Knives and spoons
• Solids on the left
 Bread and butter plate
 Salad plate
 Napkin
 Forks
IDENTIFY THE FOLLOWING
12
13
7
4
14
8
3
9
1
5
2
6
10
11
SOLUTION
1
2
3
4
5
6
7
Salad Fork
Dinner Fork
Bread and butter plate
Butter spreader
Napkin
Place Plate
Dessert Spoon
8 Dessert Fork
9 Dinner Knife
10 Salad Knife
11 Soup Spoon
12 Water Goblet
13 Wine Glass
14 Sherry Glass
ENJOY THE MEAL- BASICS
• Don’t talk with food in your mouth
• Don’t order messy foods
• Don’t burp
• Elbows off the table
• Go to the restroom to remove stuck food
• Pace your eating (stay with the group)
ENJOY THE MEAL - SEASONING
• Salt and Pepper are married
• Removing bad food
 The way it comes in is the way it should come out
(pits,bones)
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Use your fork to place on the side of the plate
 Bad food/other items should be discretely removed
with your napkin
USING A FINGERBOWL
• At a formal meal, just before dessert, the
fingerbowl may be brought to you on a doily on a
dessert plate. Pick up the bowl and doily and place
them on the upper left hand corner of your place
setting.
• This is not the time for a thorough wash and wipe
session. Dip fingertips of one hand and then the
other in the bowl and wipe discreetly on your
napkin.
• Don't try to clean your mouth at the dining table.
Dab your lips with a napkin and save the rest for
the washroom.
SOME COMMON MISTAKES IN BUSINESS PARTIES
9:00
Too Comfortable
Food
Eye Contact
WEAK
Too Short Right Hand
Cigarette
Invading PS
Watch the Drink
Should be worn
TEST YOUR BUSINESS ETIQUETTES