Effective CommunicationGreetings and IntroductionsSmall talk and DiscussionsFarewell Business Etiquette
Effective Communication • Here are some elements of effective communication at the workplace: • Politeness • Formality • Your personal characteristic/ interpersonal behaviour • Your audience • Your purpose for communicating
Effective Communication • Politeness • Address people correctly • Make requests instead of giving orders • Could you please…? instead of Do this./Do that. • Listen to others and give them a chance to speak • Speak in a precise and concise manner • Use polite expressions • Could instead of can • Please and thank you • I would like to… instead of I want to…
Effective Communication • Formality • Language at the workplace is in general formal. • Choice of vocabulary • Our boss is not free now. He is in a meeting. • Absence of contractions in writing • Do not instead of Don’t • Will not instead of Won’t
Effective Communication • Researchers in the United States have found that success in business depends on 15 % technical knowledge and 85 % people skills. People Skills means being concerned about how other people feel, making them feel comfortable, and meeting their needs by being polite, friendly and helpful.
How to demonstrate ‘people skills’? • Greet and address people correctly • Make formal and proper introductions • Start casual conversations • Engage in ‘small talk’ • Bid farewell • Receive telephone calls and provide useful information • Make polite and effective telephone calls
Activity Each one is given 3 blank business cards. Fill the card with the necessary particulars. When signaled, go around and get to know 3 people whom you’ve never spoken to in the room. Exchange your name card with your new found friends.
Activity How did you introduce yourself? Did you have a conversation? How did you start the conversation? What did you talk about? How did you end the conversation?
Basic steps to demonstrate people skills End Small Talk Continue Conversation Engage in Small Talk Introduce Yourself Greet
Greetings and Introductions Terms of Address for Man • Encik (first name) : Encik Ahmad, Encik Jusoh • Tuan Haji (first name) : Tuan Haji Bakri • Mr (surname) : Mr Chan, Mr Lim • Mr (first name) : Mr Jeya, Mr Siva • Mr (surname) : Mr Wynker, Mr Adams • Dato’ (first name/surname) : Dato’ Ismail, Dato’ Yeoh
Greetings and Introductions Terms of Address for Woman • Puan/ Puan Hajjah (first name) – married: Puan Khadijah • Cik (first name) – single: Cik Azila • Mrs (surname) – married: Mrs Low, Mrs Paul, Mrs Adams • Miss (surname) – single: Miss Yong, Miss Adams • Miss (first name) – single: Miss Annabelle, Miss Rajeswari • Datin/ Dato’ (first name/surname) – single/married
Activity How would you address these men and women? • Chan Ah Keong • Jusoh bin Mohamad • Paul Gopanathan • Peter Stout • Alvin Lim Wee Meng • Lee SiewTeng (single) • Nor Baizura (married to Jusoh) • JeyantiSivanagam (married to Paul Gopanathan) • Lina James (married to Peter Stout) • Annabelle Ong (single) • Lim Li Chen (married to Chan Ah Keong)
Greetings and Introductions Formal Expressions Informal Expressions • Hello. How do you do? I’m … • Allow me to/Let me introduce myself. My name is… • I don’t think we’ve met. I’m… • Excuse me, are you …? My name is… • May I introduce you to… • Ladies and gentlemen, this is… • Mr/Mrs/Ms …, this is Mr/Mrs/Ms. • Good morning/ afternoon/ evening • Hello, I am… • Hello, my name is… • Allow me to/ Let me introduce myself. I am… • Sorry, are you…? I am.. • Hello (name)… Do you know…? • (name)… This is …
Greetings and Introductions Responding to a greeting or introduction • Hi, I’m… • Hello. I am… • Hi, please call me… • Hello, I’m ... Nice to meet you. • Hello, I am… Pleased to meet you. • I’m sorry I didn’t get your name.
Greetings and Introductions Introducing Yourself Tom : Hello, my name is Tom. Nice to meet you. Richard : Nice to meet you too, Tom. My name is Richard. Tom : So, Mr Richard, where are you from? Richard : Please, just call me Richard. I’m from KL, but I’m currently working in Beyond Corporations in Johor Bahru. Always introduce yourself by saying your name. Don’t use your title.
Greetings and Introductions Introducing Others Tina : Hello Jack, you presented a very convincing proposal just now. Jack : Thank you, Tina. I simply gave my best. By the way, Tina, this is my supervisor, Dr. Ali. He is the one who guided me when I was preparing the proposal. I don’t think I could have done as well if it weren’t for his guidance. Tina : It’s an honour to meet you, Dr. Ali. The proper way of making introductions is to introduce a lower-ranking person to the higher-ranking person.
Initiating Conversations Compare the two conversations. What do you think Diana and Tom will say next?
Initiating Conversations • Usually, introductions are followed by conversations. • The way you introduce yourself or make introductions could affect the ensuing conversation.
Initiating Conversations Talking about your occupation • "I take photographs for a living. I have clients from all around the country asking me to cover events but my area of expertise is actually fashion photography" • “I am a photographer specialising in fashion photography.” Go straight to the point instead of fumbling around your introduction.
Initiating Conversations • Some language expressions to describe the company, department or your job: • I’m working / I work in the Finance Department. • I’m in charge of (-ing verbeg: organising, designing, planning, etc.) • I … (base form of verb eg: organise, design, plan, etc.) • I’m responsible for… (eg. customer services, system management, etc) • I’m responsible to… (eg. the HR manager, En. Haris – the Marketing Manager) • I/ My company deal(s) in …(eg. stock exchange, educational software) • I/ My company deal with … (eg. stockbrokers, programmers,) • I’ve worked here for … years.
Initiating Conversations Talking about hobbies/ interest • "I usually hang out at the mall or do some window shopping.” • “I am interested in observing how companies promote their products through branding and packaging, so I spend my free time at the malls where there are lots of products to be compared.” Make your regular interests/hobbies sound interesting and meaningful
Moving on to More Formal Discussions • Start Discussions • Hedge (So, Anyway) • Let’s get down to business. • Shall we start? • Ask for and Make Suggestions • Agree and Disagree • Give or Request for more information • End a discussion • It’s been a pleasure talking/discussing with you. • Thank you • That’s it for today • Thank you for coming • Thank you for the input • We’ll go back and work on the proposal. • We’ll go back and discuss this, and we’ll let you know at the next meeting.
Farewells Formal Informal • I should be thinking about going now. I have a flight to catch. • I’m terribly sorry, I have another appointment and need to leave now. • I really should leave now; I have another meeting to attend. • I’m sorry I have to leave now. It’s been nice meeting you. • I look forward to meeting you again. • Good-bye. • Ok. Bye. • Ok. I’ve got to go now. • I think I’d better leave. • I think I’ll make a move now. • Ok. I’d better be off now. • I’m sorry, but I have to go now. • I’m sorry, but I need to leave now. • Bye.
Activity • Name some situations in which you have to make small talk at the workplace. • Name some possible people whom you might meet at the workplace.
Activity • In small groups, role play possible combinations of situations and people making small talk.
Online Discussion in MyLinE:Handling Conversation Faux Pas What would you do if • …you have forgotten the name of that person or if you called someone by the wrong name? • …you run out of things to say? • …you have been insulted or accidently insulted someone? Or other related topics.
Conclusion • Effective communication comes with knowing yourself and knowing your surrounding. • People skills are at the heart of business etiquette. • Having the necessary people skills will help you build a positive image.