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Office Etiquette. Introduction. '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.

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'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.

e mail etiquette
E-mail etiquette
  • Be concise and to the point
  • Answer all questions
  • Use proper spelling, grammar and punctuation where needed
  • Do not attach unnecessary files
e mail etiquette contd
E-mail etiquette Contd..
  • 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 contd1
E-mail etiquette Contd..
  • Never use email to discuss confidential issues
  • Use meaningful subject avoiding URGENT or IMPORTANT
  • Don't ever forward any junk mail
  • Don't reply to Spam
pre call preparation
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
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
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
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
Handling complaints contd..
  • Explain clearly
  • Do not make unrealistic promises
  • Apologize
  • Act fast
  • Follow up
call closure
Call closure
  • Summarize what has been discussed
  • Ask if you can provide further assistance
  • End on a positive note
while closing the call
While closing the call
  • Have a pleasant tone and be courteous
  • Don’t sound rushed
  • Pause at appropriate places
qualities of a good voice
Qualities of a good voice
  • Distinctness
  • Pleasantness/warmth
  • Vitality
  • Naturalness
  • Expressiveness
  • Lower, mellow pitch
tips for creating a good image
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
Suggested phrases for Business telephone etiquette
  • “Security Bank-Baguio, this is Susan. How may I help you?
  • "Accounting department, this is John. How may I help you?"
  • "Good morning, Dr. Marasigan's office, how may I help you?"
personal professional boundaries
Personal & Professional boundaries
  • 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
Personal & Professional boundaries contd..
  • Don't be disruptive to others while eating
  • Keep noise to a minimum
  • Avoid taking part in office gossips
  • Always be on time.
  • Don't "borrow"
personal professional boundaries contd1
Personal & Professional boundaries contd..
  • Be mindful of your behavior
  • Show respect to those around you
  • Don't be a whiner
  • Avoid an office romance
  • Always answer your phone on

the second or third ring

company cafeteria
Company Cafeteria
  • Treat cafeteria workers with respect
  • Don’t intrude on others
  • Avoid making derogatory comments about the food
  • Leave your eating area in better condition
things to be considered
Things to be considered
  • The report must be concrete
  • The report must be relevant to the work
  • The language of report must be simple,direct and polite
  • If you are giving a productivity report relevant details must be mentioned
  • If you are reporting on behalf of the whole team the team effort must be reflected
things to be considered contd
Things to be considered contd..
  • Reports must not be confusing
  • Before sending any report it must be checked
  • Doubtful things should not be mentioned
  • Reports must give a concrete outlook of the work done
  • 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.