CMM001-eL8

IDOL Institute of Distance and Online Learning ENHANCE YOUR QUALIFICATION, ADVANCE YOUR CAREER.

BBA/BCOM/BCA/BA/B.Sc.(TTM) 2 All right are reserved with CU-IDOL Communication Skills Course Code: BBA105/BCM105/BTT105/BCA115/BAQ101 Semester: First e-Lesson: 8 SLM Unit: 8 www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101)

COMMUNICATION SKILL 33 OBJECTIVES INTRODUCTION  Student will be able to understand etiquettes.  In this unit we are going to learn about etiquette. Student will be able identify the need of having  etiquette in communication skills. Student will be able to do Critical analysis of the Under this you will learn and understand the models.  need ,types of etiquettes.   Student will be able to articulate Difference between verbal and non verbal communication. . www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA1A1150/5B/ABQA1Q010) 1) INASlTl ITriUgThEt OarFeDrIeSsTeArNvCeEd AwNitDh OCNUL-IIDNOE LLEARNING

TOPICS TO BE COVERED 4 > Etiquette > Fundamental rules of business etiquette. Need of Etiquette > Types of Etiquette www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

WHAT IS ETIQUETTE 5 '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. According to the Oxford dictionary etiquette is the conventional rules of personal behavior in polite society. It is about being well-mannered, courteous and showing respect for each other. Etiquette is a term that is used to refers to the accepted codes of conduct with respect to interpersonal communication. In a professional sense it includes behavior towards clients and colleagues. www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

FUNDAMENTAL RULES OF BUSINESS 6 ETIQUETTE  Integrity-one must act in an honest, truthful and trust worthy manner.  Manners-one must act in a socially acceptable behavior  Personality-it communicates own values, attitude and opinions. Ones behavior should be at par with ones qualities .  Appearance- Always present yourself to your best advantage.(well dressed, right posture makes for a positive impression.  Consideration –Putting oneself into the shoes of others taking the other person point of view.  Tact-Thinking before speaking or acting. One should avoid thoughtless and impulsive words and actions. Golden rules can be remembered as “IMPACT” www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

NEED FOR ETIQUETTE 7 Makes an positive impression -Etiquette makes you a cultured individual who leaves his mark wherever he goes. Etiquette is essential for an everlasting first impression. The way you interact with your superiors, parents, fellow workers, friends speak a lot about your personality and up- bringing. Teaches about the acceptable behavior :Etiquette teaches you the way to talk, walk and most importantly behave in the society. Etiquette enables the individuals to earn respect and appreciation in the society- Etiquette inculcates a feeling of trust and loyalty in the individuals. One becomes more responsible and mature. www.cwuwidwo.clu.iidnol.in Unit-1(BBUAn1it0-85(/BBBCAM11005/5B/CBMTT110055/B/BTCTA10151/5B/CBAA1Q1150/B1A) Q101) INSTITUTEAlOl FriDghIStTaArNe CreEsAeNrvDedOwNiLtIhNCEUL-EIDAORNLING

TYPES OF ETIQUETTE 8 Social Etiquette- Teaches how to behave in the society. Corporate /Office Etiquette- Corporate Etiquette refers to how an individual should behave while he is at work, while adhering to the decorum of the organization. Meeting Etiquette- Meeting Etiquette refers to styles one need to adopt when he is attending any meeting, seminar, presentation and so on. Telephone Etiquette- Telephone etiquette refers to the way an individual should speak on the phone. Eating Etiquette- Individuals must follow certain decorum while eating in public. www.cwuwidwo.clu.iidnol.in UUnniitt--81(B(BBBA1A0150/B5C/BMC10M51/B0T5T/B10T5T/B1C0A51/B15C/BAA1Q1150/B1)AQ101) INSTITAUllTEriOghFtDaIrSeTAreNsCerEvAedNDwiOthNCLIUN-IEDLOELARNING

SOCIAL ETIQUETTE 9 Grooming is fundamental  Looking into someone's eyes as you talk with them.  Not interrupting someone as they speak.  Avoiding angry tone while talking to others.  Not touching/rubbing your nose as someone talks to you.  Being punctual.  Being polite. For example, saying please and thank you as necessary  Shaking one's hand when meeting them or saying goodbye.  Using words like please, thank you, excuse me. https://www.kwiq.com/20-social-etiquette-rules-following/ www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

ETIQUETTES OF MEETING 10  Introduce yourself first, don’t wait for someone to introduce or other’s response.  Mention the name of the person who holds the position of most authority and importance first even if you know the name of the person.  Keep it simple - say the name only once  Clarify – some information about the person - keep it short very brief .  When we are being introduced, we should stand up and shake hands.  When we are introducing someone to others (know whom to introduce first ) • Junior to Senior • Fellow worker to client  Keep smile on your face www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

CORPORATE /OFFICE ETIQUETTE 11  Wear appropriate dress. Men- formal pant suit and tie and shoes. Women –Western wear / Indian suit or sari.  Use or wear minimal Accessories.  Avoid body odour.  Avoid use of strong Perfume.  Use mouth freshener.  Avoid pungent food. www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

TELEPHONE ETIQUETTE 12  Greet the person whom you calling or while receiving and Introduce yourself.  Use appropriate tone of voice while making and receiving a call.  Maintain a positive attitude about work and smile.  Remove slang terms((Yea) and use good listening skills  Take complete phone messages (name, date, time, reason for calling, where they can be reached)  Turn off the cell phone . www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

EMAIL ETIQUETTE 13  Specify the subject of email.  Greet the person whom it is addressed to.  Reply to a question- copy question into your email and then provide your response.  Follow standard writing guidelines - business letter format as a professional courtesy.  Keep it short and concise.  Include your name and contact information.  REMEMBER – NOTHING is confidential when sent electronically.  Be concise and to the point.  Use proper spelling, grammar and punctuation where needed.  Do not attach unnecessary files. www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

GENERAL EMAIL FORMAT 14 The Basics of email writing  Subject: Request for………..  Salutation: Dear Mr./Ms.  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 & Regard www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

PROFESSIONAL DINING BASICS 15  Wait until everyone has been served before you begin to eat  Bring food to your mouth – NOT your head to your plate • Salt/Pepper pass together • Generally pass food to the right • Rest utensils on plate while talking • Do not talk with your mouth full • Do not chew with your mouth open.  Maintain a Proper posture is important  Table manners please!! (No gum, no elbows on the table)  “Please and Thank You”  Turn your cell phone off  Be responsible for keeping up and positively contributing to the conversation  Small Talk is appropriate – topics such as : • Books, sports, food, theater, travel, current events etc www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

MULTIPLE CHOICE QUESTIONS 16 1) When introducing ourselves, we should use: a. only the surname c. both the first name and the surname b. only our first name d. an art only our designation 2) In business, keep telephone calls very short because the other person may not be: a. paying attention to you c. free to talk to you b. noting down what you say d. interested in talking to you 3) 'Etiquette' is a French word which means a __________ a. Pass c. Coupon b. Ticket d. None of the above Answers: 1)a 2) c 3) b Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL www.cuidol.in

SUMMARY 17  Etiquette - is a term that is used to refers to the accepted codes of conduct with respect to interpersonal communication. In a professional sense it includes behavior towards clients and colleagues.  IMPACT-Integrity,Manners,Personality, Appearance, Consideration ,Tact.  Social Etiquette- Teaches how to behave in the society.  Corporate /Office Etiquette- Corporate Etiquette refers to how an individual should behave while he is at work, while adhering to the decorum of the organization.  Meeting Etiquette- Meeting Etiquette refers to styles one need to adopt when he is attending any meeting, seminar, presentation and so on.  Telephone Etiquette- Telephone etiquette refers to the way an individual should speak on the phone.  Eating Etiquette- Individuals must follow certain decorum while eating in public. www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

FREQUENTLY ASKED QUESTION 18 Question1: Define Etiquette. Answer: Etiquette is a term that is used to refers to the accepted codes of conduct with respect to interpersonal communication. In a professional sense it includes behavior towards clients and colleagues (For more details refer to SLM). Question2: What kind of Etiquettes used for Meeting ? Answer: Introduce yourself ,mention the name, keep it simple and clarify. These are the basic etiquette used in Meeting. (For more details refer to SLM). Question3: How many types of Etiquettes? Answer: There are five types of Etiquettes in Business communication. (For more details refer to SLM).  Social Etiquette  Corporate /Office Etiquette.  Meeting Etiquette  Telephone Etiquette  Eating Etiquette www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

19 THANK YOU For queries Email: [email protected] www.cuidol.in Unit-8(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL