Business, Social and Telephone Etiquette

Etiquette & Grooming Business, Social and Telephone Etiquette July 13, 2022

Learning Objective • Understand business, social and telephone etiquette

Creating a Rain Storm 3

Types of Etiquettes Social Etiquette • About how to behave in a society Telephone Etiquette • About how to behave with a person over phone Business Etiquette • About ways to conduct a certain business 4

Social Etiquette

Components of Social Etiquette Warm welcome The name game The handshake Small courtesies • Eye contact • Address by formal name • Use your right hand • Saying please and thank you • Facial expressions • Use a person’s name • Press your “web” against the when appropriate • Energy in your voice • Polite greeting throughout the discussion other person’s “web” • Opening doors for others • Grasp firmly, pump 2 – 3 • Wear a smile on face times, then release 6

The Distance Factor Public space over 12 feet The distance you maintain with an individual while communicating is Social space highly dependent on the nature of 4-12 feet the underlying relationship between you and him. Personal space 18 inches – 4 feet Intimate space Less than 18 inches 7

Video – Social Etiquette Tips This video is for Source: education https://ww purpose w.youtube only. .com/watc h?v=YJUl 8 o6qERD Q

Business Etiquette

What is Business Etiquette? Business etiquette in essence is about building relationships with people. • It revolves around two things: • Care for interests and feelings of others • Minimizing misunderstandings 10

The Components of Business Etiquette Behavior Honesty • Your manner point to your character • Reputation for integrity is the key • Improper appearance is bad for you • It is slowly gained but quickly lost • Business etiquette leads to success Diplomacy Appearance • Give a proper thought to what you do • Good appearance is good impression • Deal in a sensitive / tactful way • Know how to present yourself • Know what to avoid 11

Workspace Manners The Essentials • High standard of personal hygiene/grooming • Don’t raise noise levels unnecessarily • Don’t go to a supervisor/HR for small issues • Knock before you enter a cabin • Don’t inflict bad odour/heavy fragrances • Don’t make offensive sounds 12

Client Relationship The Essentials • Do your homework (history, competitors, trends etc.) • Know your client personally • Never bad-mouth a client • Under-promise and over-deliver • Stay in touch by sending notes, greetings etc. • Before meeting find out about the participants 13

Communication Courtesy The Essentials • Don’t take up the others’ time unnecessarily • Return phone calls, reply emails within 24 hours • Don’t send spam, avoid unnecessary CCs • Don’t interrupt or finish the other person’s sentence • Lower your volume when speaking on a cell phone • Seek permission before using a speaker phone 14

Telephone Etiquette

What is Telephone Etiquette? In simple terms it is being respectful to the person you are talking with, allowing that person time to speak and communicating clearly. 16

Telephone Etiquette - Basics Opening Collecting Placing on Transferring Closing information hold 17

Telephone Basics • Greet theOpening the call• Determine the• Ask the • Inform the • Make sure the customer Collecting Informationreason to callcustomer’s customer caller has no Placing call on holdpermission more queries • Introduce Transferring the call• Ask the • Tell the name yourself Closing the callquestion to• Give the reasonand• Say thank you understand department for calling and • Maintain a requirement • Define timeline where you are giving time polite tone transferring • Reconfirm to • Use hold • Let the ensure button • Inform the customer person whom disconnect the • Update you are call first • Thank transferring 18

Ways To Sound As Good As You Really Are Alertness Pleasantness Naturalness Distinctiveness Expressiveness • Show that you are • Put a smile in your • Use, simple, • Speaks directly into • Talk at a moderate wide-awake voice  straightforward the phone rate and volume language • Be ready to engage • Use a normal tone • But vary your voice in a conversation • Avoid technical of voice tone terms/slang 19

Video – Telephone Etiquette Tips This video is for Source: education https://w purpose ww.youtu only. be.com/ watch?v= 20 11KyakvN K5Q

Telephone Do’s While calling a customer / client • Smile  (they really can hear it!) • Speak clearly and concisely • Be enthusiastic • Lower the pitch of your voice • Talk in a positive mood • Listen/discuss 21

Telephone Don’ts While calling a customer / client • Frown  • Mutter • Sound tired • Speak in a shrill voice • Speak negatively • Ramble 22

Summary: We learned about: • Social Etiquette • Business Etiquette • Telephone Etiquette

Thank you