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Human Relations. Workplace Expectations: Business Etiquette. Etiquette. When we use correct etiquette , we act appropriately in social and business situations. Protocol is the part of etiquette that provides a code of behavior for business, diplomatic, or military situations.

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  • When we use correct etiquette, we act appropriately in social and business situations.
  • Protocol is the part of etiquette that provides a code of behavior for business, diplomatic, or military situations.
  • Proper etiquette shows respect, sincerity, and self-confidence.
  • Understanding the effects of good manners and protocol in all cultures is increasingly important in our global society.
  • Courtesy and good taste are important components of etiquette.
  • Behaving courteously means…
    • Considering others, even in little ways.
    • Respecting and encouraging the accomplishments of others.
    • Being thoughtful of others.
    • Being democratic in our relationships.
    • Saying “thank you” with sincerity.
    • Using a friendly voice.
importance of etiquette
Importance of Etiquette
  • Lack of knowledge of protocol can cause embarrassment and misunderstanding.
  • Socially correct behaviors are important when using technology.
  • A diverse population requires that we interact properly and respectfully with people of all backgrounds.
  • To avoid feeling awkward or ill at ease in social and official situations, a knowledge of etiquette is essential.
making a good impression
Making a Good Impression
  • Appearance
    • Appropriate dress, hygiene, and grooming send the right message.
  • Table manners
    • Make business lunches and dinners more comfortable and enjoyable.
  • Introductions and handshakes
    • Show respect and put people at ease.
cross cultural etiquette
Cross-Cultural Etiquette
  • To avoid appearing disrespectful or offensive, learn as much as possible about customs and nonverbal communication rules.
  • Research norms regarding gift giving, discussing family members, or beginning business discussions.
  • Be watchful and understanding of different standards of behavior.
  • Learn some of the other language to show your willingness to communicate.
  • Be courteous and sincere.
customer interactions
Customer Interactions
  • How employees treat customers is a crucial factor in the success of a business.
  • One rude employee can damage a business’ reputation and drive away customers.
  • When communicating with customers, the rule is “Do unto others as they would have you do unto them.”
  • Manners are as important in correspondence and on the phone as in person.
customer relations guidelines
Customer Relations Guidelines
  • Never say anything about a customer that you wouldn’t say to that customer.
  • Acknowledge customers immediately. Never leave a customer unattended.
  • Be pleasant and helpful and give a customer your full attention.
  • Make sure your appearance, hygiene, and grooming are appropriate.
  • Say “please,” “thank you,” and “excuse me,” and call people by name.
  • Never tend to personal matters in front of a customer.
telephone manners
Telephone Manners
  • Answer promptly and correctly. Be courteous and gracious (never rushed), and use a pleasant voice.
  • If answering for someone else, identify yourself, ask if you can help, or take a message.
  • Transfer calls only when necessary.
  • When a line is busy, tell callers if you are going to place them on hold, and do not leave them on hold for more than 30 seconds without returning.
  • If the requested party is out, ask if someone else can help or if you can take a message. Confirm the caller’s name and number.
  • Thank the person for calling before saying good-bye.
workplace netiquette
Workplace Netiquette
  • Do not send formal thank you notes via e-mail.
  • Avoid using “emoticons” such as : )
  • DO NOT USE ALL CAPITAL LETTERS; this is the online equivalent of yelling and is inconsiderate.
  • Avoid slang and acronyms that may be confusing.
  • Do not leave the “Subject:” field blank.
  • Avoid heavy formatting and images.
  • Do not forward jokes and personal messages without permission.
  • Be understanding of others.
  • Follow your company’s e-mail policies.
fax etiquette
Fax Etiquette
  • Call ahead to notify the recipient of an incoming fax and check for any equipment limitations.
  • Be certain you have the correct number.
  • Do not leave a fax machine unattended or tie up the fax machine with unnecessarily long transmissions.
cell phone and pager etiquette
Cell Phone and Pager Etiquette
  • Immediately remove a noisy phone or pager to another room.
  • In meetings, lectures, theaters, etc., turn off the device.
  • If it is vital that you stay in touch, get a silent, vibrating pager or phone.
interactions with associates
Interactions with Associates
  • Use networking to
    • get moral support and career guidance.
    • exchange information, ideas, and favors.
  • Respect confidentiality.
  • Find a mentor who can give you objective guidance and advice in sensitive situations.
  • Be extremely sensitive to office politics and avoid office gossip.
  • Apologize if you do something wrong and refrain from criticizing others.
behavior types
Behavior Types
  • Passive Behavior
  • Aggressive Behavior
  • Assertive Behavior
passive individuals
Passive Individuals…
  • Value themselves below others.
  • Do not appear self-confident when they speak.
  • Want to be liked and to please others.
  • Avoid confrontation.
  • Avoid eye contact.
  • Fail to communicate their wants and needs.
  • May be indecisive.
  • May have internal anger due to loss of respect.
  • Can damage their careers by their inaction.
aggressive individuals
Aggressive Individuals…
  • Value themselves above others.
  • Say what they think at the expense of others.
  • May dominate or humiliate others.
  • Speak with an air of superiority.
  • May be demanding and rude and intimidate others.
  • May have trouble working with others.
  • Can damage their careers by their actions.
assertive individuals
Assertive Individuals…
  • Are comfortable using correct etiquette.
  • Feel they are equal to others.
  • Are comfortable making choices and decisions.
  • Are calm and confident.
  • Want to communicate and be respected.
  • Speak clearly, calmly, and firmly, and use “I” phrases.
  • Have relaxed and confident posture.