Transcript Office Etiquette

Communication For Success
Dr. Neetika Chhabria
Counseling Psychologist & Clinical Hypnotherapist
After completion of this module, you will
be able to:
•
•
•
•
•
Feel more confident of your business
communication in every situation.
Become more skilled at networking, from making
introductions to shaking hands and using business
cards appropriately.
Dress appropriately for every business occasion.
Feel comfortable when dining in business or formal
situations.
The Rule Today is to Break the
Rules!!
●
●
Unfortunately, when it comes to how
we treat one another, some people
don't even know the rules.
Or maybe one generation knows them
and another generation doesn't. This
can lead to challenges, upsets,
miscommunication and lack of fluidity
in interpersonal communications.
Communication is the foundation of our
personal and professional identity and
growth
Effective Communication
 Broaden us as people
 Enhances the quality of relationship
Ineffective Communication
 Diminishes us personally
 Destroy relationships
WHAT IS COMMUNICATION?
Definition
“To communicate" comes from the Latin verb
communicare, which meant “to share.”
Communication is a selective, systemic, unique and
ongoing process of interaction between people who
reflect and build personal knowledge of one another
and create shared meaning.
Communication is the process by which information is
exchanged between individuals.
WHY DO WE ENGAGE IN
COMMUNICATION?
We engage in communication to:
...Develop identities

…Establish connections

…Coordinate efforts with others

…Deepen ties over times

…Work out problems and possibilities

… Increases immediate physical, emotional, spiritual
comfort

… To reduce boredom and numbness

… To create excitement

NEED TO COMMUNICATE
Finance
Dept
E-mail
Change in
payment
systems
Sender
Channel
E-mail/
Telephon
e
Feedback
Receiver
Communication Process
Sender
Encodes
message
Receiver
Transmits
message
Receives
message
Decodes
message
Feedback
“What I
think she
means”
“What I
Understood”
Communication
Channel
“What I
want to
say”
“What I
say”
“What I
hear her
say”
Feedback is vital to ensure that the encoded message reaches the receiver
without distortion for effective communication. Feedback helps the receiver to
check from the sender if the former has received the right message.
Problem Areas in Communication
Interpersonal communication involves the exchange of a
message across a communication channel from one
individual to another.
There are 3 main problem areas where things can go wrong
and thus interfere with the message’s accurate transmission
or reception.
1. Intended Message versus Message Sent
2. Message Sent versus Message Received
3. Message Received versus Message Interpreted
Possible Communication Outcomes
Primary Needs Met
Well Enough?
Feeling Good Enough
When We're Done?
mine
yours
me
you
yes
no
yes
no
no
yes
no
yes
no
no
no
no
yes
yes
yes
yes
Activity
BARRIERS TO
EFFECTIVE
COMMUNICATION
ENCODING BARRIERS
1.
2.
3.
4.
5.
Lack of Sensitivity to Receiver
Lack of Basic Communication
Skills
Insufficient Knowledge of the
Subject
Information Overload
Emotional Interference
DECODING BARRIERS
1.
2.
3.
4.
5.
Lack of Interest
Lack of Knowledge
Lack of Communication Skills
Emotional Distractions
Physical Distractions
TRANSMITTING BARRIERS:
1.
2.
3.
4.
Physical Distractions
Conflicting Messages
Channel Barriers
Long Communication Chain
RESPONDING BARRIERS
1.
2.
No Provision for Feedback
Inadequate Feedback.
TO DEVELOP YOUR COMMUNICATION
SKILLS, YOU HAVE TO LEARN TO
1. SPEAK EFFECTIVELY
a.
b.
Verbal
Non- verbal
2. LISTEN ATTENTIVELY
SPEAK EFFECTIVELY
1.
Speaking skills have to be learned, practiced and evaluated over a
period of time.
2.
The first RULE is to plan what to say.
3.
What is the main idea of what you are trying to convey?
4.
5.
6.
7.
8.
9.
Organize your thoughts
Once you have arrived at your main idea, take a short brief
Ask your listeners if they understood what you were saying so that
you are both on the same track.
keep your conversation focused and direct to the point.
Take note of the style you use when speaking and expressing
yourself.
When speaking, strive to be warm and enthusiastic.
It is normal to expect questions during a conversation and always be
prepared to answer them. When answering, take your time by
paraphrasing the question to be sure you are certain of what it
means.
I keep six honest serving men, they
taught me all I know.
Their names are What and Why and When
and How and Where and Who
WHO…you are going to communicate
WHAT...do you wish to communicate
HOW…can you best communicate your message
WHEN..timing is all important in communication
WHERE..physical context of the communication
WHY..they should listen to you
9 Ingredients of Non Verbal
Communication

Facial expression

Eye contact

Tone of voice

Physical touch

Appearance

Body posture

Proximity

Physical gestures

Head position
Body Language
Your body language often reveals more about
your than verbal communication. Be conscience
of it, because it is always being observed.

Good posture displays confidence

Don’t slouch – stand and sit upright




Don’t fidget –it is annoying and a sign of
boredom
Keep hands away from your mouth when
speaking
Honor others personal space
Break nervous habits, such as: gum chewing,
drumming fingers, hair twirling, nail biting, etc.
The fact that people are born with two eyes and
two ears but only one tongue suggests they
ought look and listen twice as much as they
should speak
Marquise de Sevigne
The Power of Listening
Active Listening Behaviors
Avoid interrupting
the speaker
Be empathetic
Make eye
contact
Paraphrase
Don’t over talk
Avoid distracting
actions or
gestures
Active
Listening
Ask questions
Exhibit affirmative
head nods and
appropriate
facial expressions
Robbins et al., Fundamentals of Management, 4th Canadian Edition
©2005 Pearson Education Canada, Inc.
Self-Assessment
Read the following situations and mark them with:
Always/ Often/ Never to best describe your communication style.
1. When I meet someone I introduce myself with a smile and offer a
handshake.
2. I make an effort to remember and use peoples’ names.
3. I frequently use courtesy words like “Please”, “Thank-you”, “I’m sorry” etc
4. I make eye-contact to give the impression that I am interested and
engaged in the conversation.
5. When I’m listening to someone, I often lean slightly forward and face my
body toward the speaker.
6. When someone talks about an unfortunate event I show sensitivity.
7. I express a negative opinion or comment in a tactful way.
8. When I disagree with someone, I do not quickly point out he/she is wrong.
9. When I receive unfavorable feedback, I do not get angry and defensive.
10. To end a conversation, I wrap up with a closing statement.
Do you know?
Fear of embarrassment from doing or
saying the wrong thing is one of the
most common sources of stress in a
business or professional setting.
Is this all we know as Professional
Etiquettes?
Etiquette
'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.
It’s More Important
Than You Think
Etiquette for People
Relations
Why do I need it ?
Differentiates you from others in a competitive job
market.
Enables you to be confident in a variety of settings with
a variety of people.
Honors commitment to excellence and quality.
Modifies distracting behaviors and develops admired
conduct.
“Be one step ahead, practice the social skills necessary
to help you make a great first impression and stand
out in a competitive job market”.
Etiquette for People Relations
●
●
●
PEOPLE RELATIONS is the key to the
success
of
an
individual
of
an
organization.
Good, PR is a combination of ‘Politeness,
Etiquette and above all, a genuine
concern for others.
Essence of an effective PR is a consistent
behavior pattern that does not encroach
on others’ territory.
Etiquette for PR
Office Etiquettes
●
Business Etiquettes
Professional Appearance
●
E-mail Etiquettes
Telephone/ Cell Phone
Etiquettes
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Office Etiquettes
1.
2.
3.
4.
Making introductions
Holding a conversation
Shaking hands
Business card etiquettes
Conversation
All rapport is built upon conversation – most
begin with “small talk”
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●
●
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Approach with a smile and eye contact
Open a conversation with a genuine
compliment or an open ended question
Whatever you do, don’t begin with a
lecture about yourself
Turn the spotlight on them
A Good Conversationalist:
●
Is polite
●
Is a good listener
●
Puts others at ease
●
Can discuss numerous issues
●
Asks good questions
●
Never interrupts
Do You Remember Names?
•
•
•
•
Repeat the name after you’ve been
introduced. Then use it again as soon as
possible, to underline the name in your
memory bank. Repetition helps.
Look at the person as you say his/her
name
If you are given a business card at some
point in the conversation, take time to look
at the card and the person’s name. For
visual learners, actually seeing the name
helps keep it in your memory.
If you have a journal, get in the habit of
writing down the names of the people you
meet at a function or during the day.
The Handshake
•
•
•
•
•
•
Degree of firmness
Dryness of hand
Depth of grip
Duration of grip
Eye contact
Have something to
say
Hand Shake
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Stand to meet someone
Extend your hand immediately
Shake from your elbow
Hold 3-4 seconds
Maintain eye contact
A
confident
hand
shake
compliments
the
introduction
Shaking hands in a business setting is not limited by
gender.
Grasp the whole hand firmly, not just the fingers. It
is never pleasant to be on the receiving end of a
limp handshake.
Handshakes should not be an opportunity for arm
wrestling. There are more effective ways to show
that you have the upper hand.
Business Card Etiquette
•
•
•
•
•
•
•
•
Don’t hand out your business card to
everyone.
Make sure your business cards are clean and
in good condition.
When you receive a card, take a moment to
look at it. Make a positive comment.
After you’ve looked at the card, place it
carefully in a card case, or in a front pocket –
not a back pocket.
Be careful about writing on people’s cards.
Don’t leave home without your cards.
If someone hands you a card that you don’t
want, don’t refuse to take it.
When your cards are damaged or out of date,
print new ones.
Personal & Professional
boundaries
●
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●
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Refrain from using office
supplies for personal use
Refrain from using swear
words
Avoid emotional outbursts
Don’t groom yourself in
public
Pick up after yourself
Respect others’
cubicle/office space
Personal & Professional
boundaries contd..
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Don't be disruptive to others while eating
●
Keep noise to a minimum
●
Avoid taking part in office gossips
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Always be on time.
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Don't "borrow"
Personal & Professional
boundaries contd..
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Be mindful of your
behavior
Show respect to those
around you
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Don't be a whiner
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Avoid an office romance
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Always answer your
phone on
the second or third ring
Company Cafeteria
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Treat cafeteria workers with respect
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Don’t intrude on others
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Avoid making derogatory comments about the
food
Leave your eating area in better condition
Business Etiquette
Meeting Manners
• Business Dining Etiquettes
•
Greetings & Meetings
In today’s workplace, gender is removed
from all etiquette
●
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Whoever reaches the door first, opens it
and holds it for others.
Both men and women rise to meet and
greet
someone,
especially
when
a
handshake is involved.
It is not expected for a male business
companion to seat a female associate.
Whoever extends an invitation to a meal –
pays for the meal

Listen carefully

Be Punctual

Come prepared

Take your seat

Be concise and
articulate when
speaking

Show respect
Don’t Walkout

Question
Politely

IN A MEETING
Business Dining


When inviting a client to lunch, remember that the
restaurant you select is subconsciously perceived as
an extension of your office.
When escorted to a table by a maitre d’, allow your
guest(s) to walk behind the person.

When finding a table on your own, take the lead.

Be sure to extend the "power" seat to your client.
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

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Once everyone is seated, place your napkin on your
lap.
When the server asks for your meal order before
your guests', it's the perfect time to say, "I'd like my
guest(s) to order first."
When reaching for the bread basket, salad dressing,
etc., offer them to your guest(s) before using them
yourself.
Tip adequately.
Business Dining
Dressing & Grooming
First Impressions
●
●
It is true – it is much easier to make a
good first impression than to correct a
bad one…..
Rule of Twelve
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–
–
The first twelve inches from the shoulders up
The first twelve steps a person takes
The first twelve words a person speaks
Tips to Look Your BEST

Your appearance impacts your mood and
confidence

Dress to fit your audience & yourself

Clothing should fit & be well-maintained



Dark colors compliment your shape and
create the appearance of authority
Polish your shoes – people notice!
Quality
accessories
are
important;
briefcase, purse, umbrella, etc…
What is Good Personal Grooming?
To appear :

Approachable

Professional

Conservative
Tips for Women
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Dress
●
Accessories
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Jewellery
●
Make up
Tips for Men
●
Shirts
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Trousers
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Tie
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Suits
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Shoes
Dress Code
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For the occasion – guests, location, event
●
When in doubt - opt for overdressing
●
Casual – appropriate jeans, shorts, etc.
●
Business Casual – open collar, slacks, skirt
●
●
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Business Professional – jacket, tie, ladies
suit or dress
Semi Formal – Suit for men, cocktail dress
for women
Formal – Suit or tuxedo for men, formal
dress or gown for women
Dress Code - Men
●
Ties should reach your belt buckle
●
Socks should cover your shin when sitting
●
Wear a long sleeve shirt with a suit
●
Socks match either pants or shoes
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Button suit or sport coat when standing
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Two button coat – button top button
Three button coat – button top two buttons
Double breasted coat – button all buttons
Dress Code - Women
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Use fragrances sparingly
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Makeup and jewelry should be kept simple
●
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Avoid all clothing that is too revealing or
too restrictive
Don’t wear heels so high that you are
unsteady (common height 2”-3”)
Nails should not be more than ¼” in length
Personal hygiene
●
Hair should be combed neatly
Shave, trim moustache and beard
regularly
●
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Clean fingernail
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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
●
E-mail etiquette
●
Email Has Become Ineffective


It’s a double-edged problem
Too many messages are
floating around



Half are unnecessary
The other half are ineffective
Fixing the problem lies on
our shoulders
REMEMBER
Be concise and to the point
Answer all questions
Use proper spelling, grammar and punctuation where needed
Do not attach unnecessary files
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
●
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Don't ever forward any junk mail
●
Don't reply to Spam
Poor Usage Examples
No subject line
Poor Usage
Action required and key points are
hidden in the message
Poor Usage
-----Original Message----From:
Sent: Monday, January 08, 2001 5:46 PM
To:
IMS Operations
Subject: Information
I will be gone all day Tuesday/01-9-01 at an
Operations Offsite Staff Meeting.
I will be accessible via cell or pager listed belowThanks
Misusing the global distribution list
Poor Usage
Discussion that could have been
done on the phone
No Subject ???
Importance of Subject Line
 How do you ensure that your email is opened?
 By using a good choice of wording in the subject line.
 What is the purpose of the subject line?


To allow the reader to see at a glance what the message is
regarding.
It serves as gatekeeper, determining whether the message
will be viewed by the recipient.
 How important is the subject line?
 The subject line is vital! It’s arguably the most important
line you write in an email.
Use Smart Subject Lines
All messages should have clear and
specific
“Subject Lines” that:



Describes the message content
Specifies if there are any actions required &
due dates
Mentions clearly who the message is for
Tips for smart subjects:


If you can finish your entire message in
the subject line and don’t need to write
anything in the body of the message do so!
Use “Urgent “ or “Emergency” words
carefully in subjects.
Recommended Subject Line Tags:

URG
- Stop everything, read me first

HOT
- Need immediate attention

RSP
- Need you to respond, either way

MTG
- New/modified meetings

FWD
- Forward to your respective group(s)

HLP
- Need information, assistance with a problem

FYI
- Just for your information

ACT
- Needs action
Good Subject Line Examples:
TAG
description
[action]
[ dates]

FYI ONLY: Meeting minutes from 14/3 discussion

APPROVAL: For leave on friday.

Rsp : Implementation of new star charting system.

DISTRIBUTE: Program updated & related information

Amit , Kanika: need you at noon meeting Wed w/ your
updates

AGENDA: Staff meeting Thurs 3/12 10:00 pm
Parts of an E-Mail
Greeting
–
Using a name in the greeting:
●
●
●
–
Ensures recipient that message is for him/her.
Develops rapport & connection.
Creates a more professional impression.
Deciding on the title:
●
Formal greeting – Use Mr. or Ms.
–
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Informal greeting – Use only first name
–
●
E.g.: “Mr. John Smith” or “Ms. Sager”
E.g.: “John”
Casual Greeting – Use full name without title
–
E.g. “John Smith”
Closing

Choice of words:
–

Use “Sincerely” or “Regards”.
Details about signature blocks:
–
Best position is at the end of the message.
–
Ideal to use four or fewer lines.
–
Must include your name, designation, company name
& if possible contact number, e-mail id.
–
Provides ways to “find” you other than replying to the
email message.
–
People can trace you even if your message was
forwarded.
Remember that you can always deny that you said it.
But if you write it, you may be held accountable for many
many moons !
Think before you write

Don’t attempt to “discipline” your
readers.
It’s unprofessional to lose control in
person—to do so
in writing usually just makes the
situation worse.
Write For Action
In the first 1-3 lines of your
email, specify what this email
is about.
– Does it include action
required?
– Does it require a reply back
by a certain date?
– What information is
contained that the reader
will find necessary for their
job?
Use the To, Cc and Bcc:
addresses appropriately
Keep emote icons to a minimum; i.e.., :)
Use spell checking. Most e-mail software
packages have spell checking and it can be
set to check each message before sending
Reply to E- mails
Replying to Email
 Two ways to reply:
–
Maintain the “thread”.
- Use this to reply to the message.
–
Create a new message.
- Use this when addressing a new topic.
 2 reply buttons:
–
“Reply”: When you press the “Reply” button, the
response goes only to the original sender.
–
“Reply All”: When you press the “Reply All” button the
response goes to all the people who received the original
message.
Think Before You Click !

Don’t automatically “REPLY TO ALL”.

Take one last look at your distribution list – is this
email necessary for all recipients ?

No discussions in email. When people start "talking"
in email, please stop .

Its time to Pick up the phone.
Forwarding mails
Disadvantages of forwarding:

Violation of privacy

Too many addresses make the message cumbersome
2 options regarding forwarded messages:

Forward the message after deleting the list of addresses
Copy the information and paste it into a new message
window.

Attachments
While sending an attachment, take care of:

Size – Zip it
Document format (doc,pdf,ppt,xls etc)
(to ensure he has the software to open it)


Is this person expecting it?

Relevance to all receiving the message
Quality Communications
Email is not the right
communication tool
when “quick response”
is needed.
E-Mails & Emotions



Use email to convey non-sensitive or non-emotional
information.
Ask yourself - are you sharing expertise or just venting.
Constructive confrontation or disagreements do NOT get
resolved in email.
Words of caution:


Don’t “spam” your readers.
Don’t send them unnecessary
or frivolous messages.
Do not forward any chain –
lettered mails.
Take the time to proof read
your mail before you sent it.
Rub the document through
the spell checker.

Font:

Use standard font throughout the message content

Avoid colored fonts in a professional email.

Keep the size of the font visible and constant.




Paragraph and line spacing should be legitimate and
visually appealing.
Be very specific with the use of bold, italic or
underline font style.
Avoid short forms or slang (e.g. ‘u’ instead of ‘you’,
‘y’ instead of ‘why’, ‘r’ instead of ‘are’, etc).
No outlook templates or “pretty stationary" when
sending/replying messages.
Analysis
The previous e mail (see below) has problems with the beginning. They are:
too much unnecessary information
the important information comes at the end.
It tells the reader the purpose of the email in the first sentence.
There is no unnecessary information.
It is short, concise and to the point
Salutation
Dear Mr. Brown
Dear Ms White
Dear Sir
Dear Madam
Dear Sir or Madam
Gentlemen
Starting
We are writing
to inform you that ...
to confirm ...
to request...
to enquire about ...
I am contacting you for the following reason.
I recently read/heard about ..... and would like to know
....
Having seen your advertisement in ..., I would like to ...
I would be interested in (obtaining / receiving) ...
I received your address from ... and would like to ...
I am writing to tell you about ...
Referring to previous
contact
Thank you for your letter of March 15.
Thank you for contacting us.
In reply to your request, ...
Thank you for your letter regarding ...
With reference to our telephone conversation
yesterday...
Further to our meeting last week ...
It was a pleasure meeting you in London last month.
I enjoyed having lunch withh you last week in Tokyo.
I would just like to confirm the main points we discussed
on Tuesday.
Making a request
We would appreciate it if you would ...
 I would be grateful if you could ...
Could you please send me ...
Could you possibly tell us / let us have ...
In addition, I would like to receive ...
It would be helpful if you could send us ...
I am interested in (obtaining / receiving) ...
I would appreciate your immediate attention to this
matter.
Please let me know what action you propose to take.
Offering help
Giving good news
Giving bad news
Would you like us to ...?
We would be happy to ...
We are quite willing to ...
Our company would be pleased to
...
We are pleased to announce that
...
I am delighted in inform you that ..
You will be pleased to learn that ...
We regret to inform you that ...
I'm afraid it would not be possible to ...
Unfortunately we cannot / we are unable to ...
After careful consideration we have decided (not) to
...
Complaining
Apologizing
I am writing to express my dissatisfaction with ...
I am writing to complain about ...
Please note that the goods we ordered on ( date )
have not yet arrived.
We regret to inform you that our order n° ----- is now
considerably overdue.
I would like to query the transport charges which seem unusually
high.
We are sorry for the delay in replying to ...
I regret any inconvenience caused (by) ...
I would like to apologize for the (delay, inconvenience)...
Once again, please accept my apologies for ...
Orders
Thank you for your quotation of ...
We are pleased to place an order with your company
for..
We would like to cancel our order n° .....
Please confirm receipt of our order.
I am pleased to acknowledge receipt of your order n° .....
Your order will be processed as quickly as possible.
It will take about (two/three) weeks to process your
order.
We can guarantee you delivery before ...(date)
Unfortunately these articles are no longer available /
are out of stock.
Prices
Referring to
payment
Enclosing
documents
Please send us your price list.
You will find enclosed our most recent catalogue and price
list.
Please note that our prices are subject to change
without notice.
We have pleasure in enclosing a detailed quotation.
We can make you a firm offer of ...
Our terms of payment are as follows ...
Our records show that we have not yet received
payment of ...
According to our records ...
Please send payment as soon as possible.
You will receive a credit note for the sum of ...
I am enclosing ...
Please find enclosed ...
You will find enclosed ...
Closing remarks
If we can be of any further assistance, please let us
know.
If I can help in any way, please do not hesitate to
contact me.
If you require more information ...
For further details ...
Thank you for taking this into consideration.
Thank you for your help.
We hope you are happy with this arrangement.
We hope you can settle this matter to our satisfaction.
Referring to future
business
Sincere
Since
Yours
rely,
sincerel
ly
y,}
yours,}
}
Referring to future
contact
Since
rely,
}
Ending business letters
We look forward to a successful working relationship in the
future.
We would be (very) pleased to do business with your company.
I would be happy to have an opportunity to work with
your firm.
I look forward to seeing you next week.
Looking forward to hearing from you, ...
Looking forward to receiving your comments,
I look forward to meeting you on the (date).
I would appreciate a reply at your earliest convenience.
An early reply would be appreciated.
in more
formal
letters
Sincerely, }
Yours sincerely,}
for all customers / clientsSincerely yours,}
Yours faithfully,} in more formal letters

Regards,for those you already know and/or with whom you
have a working relationship
Telephone etiquette
Telephone Etiquette Is Just As
Important as When Speaking With
Someone In Person.
Did you know…



Right now millions of
people are on the
telephone?
The telephone is used in
approximately 95
percent of all business
transactions?
It is estimated that more
than 100 million
business calls are made
each day?
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 customer’s 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
●
●
Don’t 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
●
●
●
"Mid-State Band and 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?"
Do Not’s :






Try not to call someone at odd
hours.
Never attend calls while in a
meeting.
Do not use a harsh tone ,no
matter how upset or stressed
you are.
Let the other person express
his/her ideas without
interruption.
Avoid acting rushed, even if
you are.
Never slam the receiver down
on anyone.
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.
Thank you and
All the best
Contact :
Dr. Neetika Seth Chhabria
9922949659
[email protected]