CorporateEtiquette

TopTenSoftSkillsforSuccess

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Etiquette:Introduction,Definition,Origin
q Definitionofprotocolingeneraland politically. q Definitionofetiquette. q Wheredoesetiquettestart? q Theoriginoftheword etiquette.

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Etiquette:Introduction,Definition,Origin
q FourThings EtiquetteisNot Asetofrigidrules. Somethingforthewealthyorwellborn. Athingofthepast. Snobbishness. q WhatisCourtesy?

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Etiquette
q Etiquetteisacombinationofmannersand principles. Principles aretheguidingconceptson whichallmannersarebased. Consideration. Respect. Honesty. Manners telluswhattodoinallkindsof situationsandwhattoexpectfromother people.

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WhyDoesEtiquetteMatterinBusiness?
q BusinessEtiquetteisveryimportantforcreatinga harmoniousworkenvironmentandfor representing yourcompanyinthebestpossible way. Etiquettepositionsyouto: Projectapositiveimage. Projectconfidenceandauthority. Distinguishyourselffromthecompetition. Buildrelationships. Developandmaintainbusiness. Iwillpaymorefortheabilitytogetalongwithpeople

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I.Impactofyourimage
Expression Impression Action Reaction

55%

7% 38%

Message Delivery Appearance

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I.ImpactofFirstImpression

Younevergetasecondchanceto makea greatfirstimpression.

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I.ImpactoftheFirstImpression
q Afewthingsthatmattertomakea
firstpositiveimpression Deportment. Smile. EyeContact. Mood. Clothing. Attitude. Attention. Elocution.

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II.TheCorporateYou
q Goodmannersintheworkplace. Withyourstaff Thebestwaytoearnrespectistotreat otherswithrespect. Askotherstodothingsratherthantellthem. Beclear. Bepolite. Learnpeoplesnamesandusethem. Recognizethateveryonehasalifeoutsidework. Beaccommodating.

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II. TheCorporateYou
Goodmannersintheworkplace.

Withyoursuperiors Doyourjob. Treatyourbosswithrespectandunderstanding. CallyourbossMr orMrs Dressinastylewhichreflectsyourcorporate identity. Dontassumethatyourbossisyourfriend. Dont confuse business entertainment with social event.

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II.TheCorporateYou
Tipsforgoodmanners. q Withyourpeers Respectthecompanysculture. Respectrankandtreatitappropriately. Respectothers privacyandbecourteoustothem. Respectothers viewsandhandledisagreements gracefully. Handlejobstresswithoutimposingyourselfon others. Extendcourtesiestoallmembersofthecompany.

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II.TheCorporateYou
q Goodmannersintheworkplace. Withyourclients youareyourcorporate Ambassador Respectyourclients time. Respectyourcustomers. Respectyourclients privacy. Handleyourselfinagraciousandcourteousway duringbusinessmeetings. Writefollowuplettersandthankyounotesto clients. Rememberthatyourepresentyourcompanyand yourpeers.

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II.TheCorporateYou
q Goodmannersintheworkplace. Offeringandreceivingcompliments Offeringandreceivingcompliments Complimentsaredirectedtoaperson sworkand Complimentsaredirectedtoaperson professionalconduct,nothingrelatedtoaperson s professionalconduct,nothingrelatedtoaperson personalityorphysicalappearance. personalityorphysicalappearance. Alwayscompliment Politely. Precisely. Promptly. Publicly. Publicly. AlwayssayTHANKYOUwhengettingacompliment AlwayssayTHANKYOUwhengettingacompliment

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II.TheCorporateYou
q Goodmannersintheworkplace. Offeringandreceivingcriticism Offeringandreceivingcriticism Givingandreceivingcriticismisdifficult. Unfortunately,itisapartofthecorporatelife.It shouldbedirectedtoaperson sworkand shouldbedirectedtoaperson professionalconduct,nothingrelatedtoapersons personalityorphysicalappearance. personalityorphysicalappearance. Alwayscriticize Alwaystakecriticism Privately. Professionally. Politely. Politely. Precisely. Positively. Promptly. Promptly. Appropriately. Appropriately.

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III.TheCorporateYou
q Handlingofficevisitsandhostingvisitors Handlingofficevisitsandhostingvisitors Whenyouleavetheofficetovisitcolleaguesand otherassociates,yourbehaviourreflectsnotonly onyoubutonthepeopleyou revisiting. onyoubutonthepeopleyou Andhowyouhandlevisitorsinyourownoffice speaksvolumesaboutyoursocialskills. speaksvolumesaboutyoursocialskills.

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III.TheCorporateYou
Tipsforpreparingacorporatevisit: Makeanappointment bepunctual. Lookupyourdestinationonamapbeforedeparting. Dontbringanyfoodordrinkswithyoutosomeone elsesoffice,unlessyouvebeenaskedtoprovidefood forthemeeting. Bepolitetoeveryoneattheoffice. Sitonlywheninvitedtodoso. Donttouchthingsinsomeonesofficewithoutasking, eveniftheylookliketoys. Dontreadanydocument,letter,cardetc..onsomeone elsesdeskunlessgiventoyou.

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III.TheCorporateYou
TipsforHosting Providecleardirection. Bereadyonorbeforetime.Makesureyourdocuments areready. Alwaysstanduptogreetandshakehandswithvisitors enteringyouroffice.Movefrombehindyourdeskand sitatthesamesideasyourvisitor. Clearacomfortablespaceforyourvisitorstosit,aswell assomewritingspaceonthedesk,ifneeded especiallyifyourofficeisa pilefile.

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III.TheCorporateYou
TipsforHosting Offeryourvisitorssomethingtodrink,suchaswater, coffeeetc Makeyourtimelimitationclearupfront. Escortyouvisitorsoutinsteadoflettingthemwander, especiallyifyourofficelayoutisconfusing. Acceptonlyemergencyphonecallsandconcentrateon yourvisitorastheyshouldntbemadetofeelsecondary totelephonecallers.

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q ImportanceofCommunicationSkills
Nomatterinwhichbusinessyouare,effective communicationskillsareessentialforsuccess. Thepurposeofgoodcommunicationskillsisyourwayto getyourmessageacrosstoothers clearlyand unambiguously. Vianonverbalchannels Viaspokencommunicationchannels Viawrittencommunicationchannels

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IV.NonVerbalCommunicationChannels
Thedistanceyoustandfromothersmatters. Westernsarecomfortable standingsome2to3feet apart. ArabicandAsianexpect more. Latinosexpectless.

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IV.NonVerbalCommunicationChannels
q Impactofpersonalspace

Intimate zone 618in.

Personal zone 1848in.

Social zone 412ft.

Public zone Over12ft.

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ImpactofBodyLanguage
Ourgestures,expressions,bodypositionand movementconveyunspokenmessages. Sometimesthemessageexpressedbybodylanguage contradictstheverbalmessage.

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IV.NonVerbalCommunicationChannels
q Impactofpersonalspace PositiveBodyLanguagehelpsyouwinningyourfirst impression. Eyecontact. Headmovement. Posture. Sitstraightinyourchair,withoutslouching. Territory. Walkwithgraceandease. Smileoften.

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IV.NonVerbalCommunicationChannels
q BodyLanguageSigns 1. 2. 3. 4. 5. 6. 7. 8.

Armscrossed 1. Defensive Briskerectwalk 2. Confidence Footkicking 3. Boredom Tappingfingers 4. Impatient Handsinpocket 5. Dejection Playingwithhair 6. Lackofconfidence Bitingthenails 7. Nervousness,Insecurity Shufflingfeetwhile 8. Anxioustoleavethe seated situation 9. Standingwithhandson9. Aggression,Readytotake hips charge 10. Lookingdownwithface10. Disbelief turnedaway

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V.BodyLanguageinSpecificCultures
InMediterraneancountries. InArabcountries. InChina. One finger point: In most InIndia. middle and far eastern countries, pointing with InJapan.
the index finger is considered impolite. The openhandisusedinstead, or,inIndonesiathethumb.

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VI.SpokenCommunicationChannels
SpeechDelivery Yourvoicevolume. Yourvoicetone. Yourspeechrate. Yourelocution. Youraccent. Yourvocabulary.

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VII.SpokenCommunicationChannels
qConversationManners Stop,look,listen. Afewhintstoconductanefficientbusinessconversation. Thewarmup. Thecore. Thewrapup.

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VII.SpokenCommunicationChannels
q Goodconversationalistsallsharetheseabilities Theyknowhowtogiveandacceptcompliments gracefully. Theycantalkaboutmanydifferentsubjectsandare abletomaneuverthroughconversationsabout subjectstheyknowlittleaboutwithoutdifficulty. Theycanquicklydiscernpotentialtopicsofinterestto anygivengroupandsteertheconversationinthat direction. Theyknowwhentodiscussbusinessandwhennotto. Theyknowhowtostepintofillinanembarrassing voidinconversation.

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VII.SpokenCommunicationChannels
q Goodconversationalistsallsharetheseabilities Theynevercorrectanotherpersonsvocabularyor grammar. Theyinvolveeveryoneintheconversationnotjust oneperson. Theyhaveagoodsenseofhumourandareableto relatestorieswell. Theycansensewhentheyareboringpeople. Abstainfromgivingwronginformation,whennot sureaboutasubjectbettertolistenandtoget informed. Theydontgossip.

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VIII.SpokenCommunicationChannels.
q ActiveListeningSkills ActiveListeningSkills Threebasicrequirements Bethere. Listencarefully. Hear.

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IX.SpokenCommunicationChannels
q HandlingTitlesandFormsofAddress Titlesareimportantinbusinesssituations. Shiftingfromformaladdresstofirstnamebasis.

FollowTheGuidingPrinciple.

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q UseofTitlesinDifferentCultures

Westernculturesappeartogiveprimary
emphasisto egalitarian communicationstyles wherestatusdifferencesareminimized.

Incontrast,Orientalculturesgiveprimary
emphasisto respect patternsofinterpersonal behaviourwheredifferencesinstatusamong peopleareacknowledged.

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X.SpokenCommunicationChannels
q BusinessCardsProtocol Howtohandoutbusinesscardsandtowhom? DosandDonts.

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X.SpokenCommunicationChannels qBusinesscardsprotocolindifferentcultures.

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