logging in or signing up Etiquettes rajivbajaj Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 1909 Category: Education License: All Rights Reserved Like it (2) Dislike it (0) Added: January 09, 2009 This Presentation is Public Favorites: 5 Presentation Description No description available. Comments Posting comment... By: sayedShams (20 month(s) ago) i like this tobic nice work Saving..... Post Reply Close By: rajivbajaj (19 month(s) ago) Thank you. Saving..... Edit Comment Close By: pracheeti (33 month(s) ago) heyy nice work..could u plz mail me dis on firstname.lastname@example.org Saving..... Post Reply Close Saving..... Edit Comment Close By: meddir (33 month(s) ago) Dear Rajiv, Very professional presentation. Can I have a copy sent to my email email@example.com. Thanks in advance. Iyan Saving..... Post Reply Close Saving..... Edit Comment Close By: rupali.bagul (33 month(s) ago) hi..excellent one...it would be great if you can mail me across this on firstname.lastname@example.org Saving..... Post Reply Close Saving..... Edit Comment Close By: edwinbat (34 month(s) ago) Excellent presentation. Appreciate it if you can e-mail to me at email@example.com Saving..... Post Reply Close Saving..... Edit Comment Close loading.... See all Premium member Presentation Transcript Slide 1: Etiquettes… The Art of Surviving in the Corporate World A Presentation by Rajiv Bajaj Slide 2: Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously Etiquette is also about being comfortable around people - and making them comfortable around you! Slide 3: Etiquette is made up of significantly more important things than knowing which fork to use while dining In almost every aspect of our lives – be it professional or social – etiquette plays a major role Let’s now take a look at some of the more prominent ones… Slide 4: Dining Etiquette Slide 5: Place Setting – Formal Dining Silverware : Silverware If a piece of silverware drops, leave it and ask for a replacement from your server Silverware should not touch the tablecloth once used When you are finished, place your knife & fork side by side in the center of your plate – fork on the left, knife on the right, with the edge on the left Napkin : Once seated place the napkin, unfolded, on your lap and leave it there until you are finished Once you are finished place the napkin folded loosely to the left of your plate Napkin Slide 8: A napkin is used to dab the corners of you mouth If you need to leave the table during the meal, place the napkin on the chair and slide the chair under the table Posture & Elbows : Posture & Elbows Sit straight and try not to lean on the table Keep your elbows off the table and close to the body when you are eating However, when you stop to talk, it is okay to rest your elbows on the table and lean forward Serving Food : Serving Food Pass food to the right Transfer dip onto your plate Plates are served on the left Dishes removed from the right Pass the salt and pepper together Dining : Dining Wait until everyone is seated before eating When dining with others, everyone should start and finish at the same time If you are a fast eater try to pace yourself. You could make the others feel uncomfortable if you finish before they do When you are finished eating do not push your plate away from you Slide 12: Take small bites, keep your mouth closed and finish chewing before continuing your conversation Try not to gulp your food, it isn't very attractive Do not blow on food that is hot. Wait until it cools or eat from the side of the bowl, when having soup Slide 13: Bread and rolls should be broken with your fingers, in small pieces and buttered one piece at a time Cut several pieces of meat (or main course) at a time Use your knife to cut lettuce if needed. Behaving Yourself at the Table : Behaving Yourself at the Table Be discrete if you have problem with the food Excuse yourself, if you have to leave the table Turn your head away from the table when you cough or sneeze If someone uses your bread plate as their own do not inform them of their mistake, simply use your dinner plate. Do not use the bread plate on your right as a replacement Exchanging Business Cards : Card should be in good shape Should be readily available Be selective about distributing cards (but not while in a group) Appropriate time - at the start or at the finish - not during a meal Exchanging Business Cards Slide 16: Email Etiquettes The Basics : The Basics TO : The recipient's email address. Must be entered correctly, otherwise the message will not be delivered CC : Courtesy Copy – In case other recipients need to get a copy. Again, ensure accuracy of email address BCC : Blind Courtesy Copy – Intended original recipient / CC recipients will not be able to see this in their copies Slide 18: SUBJECT : Describes the message contents as accurately as possible Reader should get from it a clear idea of what the message is about However, should not be too lengthy or descriptive – save the contents for the message itself And now, the Etiquettes… Be informal, not sloppy : Be informal, not sloppy Your colleagues may use commonly accepted abbreviations in e-mail, but when communicating with external customers, follow standard writing protocol Your e-mail message reflects you and your company, so traditional spelling, grammar, and punctuation rules apply Keep messages brief & to the point : Keep messages brief & to the point Just because your writing is grammatically correct does not mean that it has to be long Nothing is more frustrating than wading through an e-mail message that is twice as long as necessary Concentrate on one subject per message whenever possible Use sentence case : Use sentence case USING ALL CAPITAL LETTERS LOOKS AS IF YOU'RE SHOUTING. using all lowercase letters looks lazy For emphasis, use asterisks or bold formatting to emphasize important words Do not use a lot of colors or graphics embedded in your message, because not everyone uses an e-mail program that can display them Use the CC & BCC appropriately : Use the CC & BCC appropriately Don't use BCC to keep others from seeing who you copied; it shows confidence when you directly CC anyone receiving a copy Do use BCC, however, when sending to a large distribution list, so recipients won't have to see a huge list of names Be cautious with your use of CC; overuse simply clutters inboxes. Copy only people who are directly involved Don't hide behind Email : Don't hide behind Email Don't forget the value of face-to-face or even voice-to-voice communication E-mail isn't appropriate when sending confusing or emotional messages If you have a problem with someone, speak with that person directly. Don't use email to avoid an uncomfortable situation or to cover up a mistake Remember - E-mail isn't private : Remember - E-mail isn't private People can be fired for using e-mail inappropriately E-mail is considered company property and can be retrieved, examined, and used in a court of law Unless using an encryption device (hardware or software), assume that e-mail over the Internet is not secure Slide 25: Never put in an e-mail message anything that you wouldn't put on an open postcard Remember, e-mail can be forwarded, so unintended audiences may see what you've written You might also inadvertently send something to the wrong party, so always keep the content professional to avoid embarrassment Be sparing with group e-mail : Be sparing with group e-mail Send group e-mail only when it's useful to every recipient Use the "reply all" button only when compiling results requiring collective input and only if you have something to add Recipients get quite annoyed to open an e-mail that has no relevance for them Subject field: Content & purpose : Subject field: Content & purpose Don't just say, "Hi!" or "From Rajiv." Agree on acronyms to use that quickly identify actions. For example, your team could use <AR> to mean "Action Required" or <MSR> for the Monthly Status Report It's also a good practice to include the word "Long" in the subject field, if necessary, so that the recipient knows that the message will take time to read – Avoidable, however No Spamming : No Spamming No chain letters, virus warnings, or junk mail Always check a reputable antivirus Website or your IT department before sending out an alarm If a constant stream of jokes from a friend annoys you, be honest and ask to be removed from the list Direct personal e-mail to your own home email account Remember, tone can't be heard : Remember, tone can't be heard Don’t attempt sarcasm in email, the recipient may take it the wrong way - E-mail communication can't convey nuances of verbal communication In an attempt to infer tone of voice, some people use emoticons, but use them sparingly - you don't want to appear unprofessional Don't assume that using a smiley will diffuse a difficult message Email Signatures : Email Signatures To ensure that people know who you are, include a signature that has your – Title / Designation Contact information Your mailing address Website address Phone numbers Office Address (Optional) Summarize long discussions : Summarize long discussions Scrolling through pages of replies to understand a discussion is annoying Instead of continuing to forward a message string, take a minute to summarize it for your reader You could even highlight or quote the relevant passage, then include your response Slide 32: Some words of caution: If you are forwarding or reposting a message you've received, do not change the wording If you want to repost to a group a message that you received individually, ask the author for permission first Give proper attribution (acknowledgement of credit) Think before you click : Think before you click Don’t automatically “REPLY TO ALL” Take one last look at your distribution list – is this email necessary for all recipients ? Once the email discussion goes beyond 2-3 replies anyway, it’s time to pick up the phone Poor Usage Examples : Poor Usage Examples No subject line ! Poor Usage : Poor Usage Action required and key points are hidden in the message Poor Usage : Poor Usage -----Original Message----- From : XYZ Sent : Monday, January 08, 2001 5:46 PM To : IMS Operations Subject : Information I will be gone all day Tuesday/01-9-01 at an Operations Offsite Staff Meeting. I will be accessible via cell or pager listed below- Thanks Misusing the global distribution list Poor Usage : Poor Usage Discussion that could have been done on the phone Some quick tips – MS Outlook : Some quick tips – MS Outlook Microsoft Outlook is an efficient Email management client that actually does a lot more than just handle your emails Apart from effective Spam filtering, archiving & storing your mails; You can use MS Outlook or Outlook Express to manage your… Slide 39: Contacts Slide 40: Calendar / Schedules / Appointments Remember : Remember Judicious use of Email is everyone’s responsibility ! TelephoneEtiquette : TelephoneEtiquette Slide 43: More business is handled on the phone than with any other means The manner in which telephone calls are handled can define the success – or failure – of an organisation Good telephone etiquette is one way that you can help ensure that a customer stays with your company The First Basic - Answering the Ring : The First Basic - Answering the Ring Any incoming call be an Opportunity knocking at your door – Grab it ! Allow the phone to ring no more than Three times before answering The more the number of rings, the more you are irritating a caller, frustrating him even before the conversation has even begun Greeting the caller : Greeting the caller A greeting should always be the opening line of your phone conversation Smile – it carries through in your tone of voice It indicates your friendliness, openness and willingness to provide quality service However, don’t make your greeting too long Give your name : Give your name This basic act of courtesy lets the caller know that he or she has reached the correct person, department or company “Thank you for calling XYZ Co. This is ABC from X Deptt. speaking… How may I help you ?” Completes the telephone answering etiquette by demonstrating that you and your company are ready, willing & available to assist the caller with his or her needs Take Notes : Take Notes Every call is ‘Note-Worthy’ – take notes. Memories are faulty. Notes help to track events or to pass on correct messages Always keep pen & notepad handy Note down the name of the caller, and use it often during the conversation This makes the caller feel recognised and puts him at ease Putting on hold : Putting on hold A frequently faced situation – also one of the major irritants experienced by a caller Because it is an inconvenience, always ask permission before putting the caller on hold Explain ‘Why’ it is necessary to put on hold Most callers are very patient if they are politely informed as to why they must hold Slide 49: They find it easier & comfortable to wait on hold if they have a mental picture of what is going on Be sure the information is pertinent Wait for a positive response from the caller When caller agrees, say “Thank You” before actually putting on hold Give a time frame : Give a time frame Giving the caller a time frame helps kill the I-have-been-forgotten factor - has a calming effect. When the time for holding is - Short (up to 60 seconds) - This will take a few moments Long (1- 3 minutes) - This could take me a couple of minutes to sort out. Would you like to hold or would you like me to call you back? Slide 51: Eternity (over 3 minutes) - Ask for a number to call him / her back Remember – holding a blank line for over 3 minutes does seem like eternity, even if you have asked for permission to put on hold Avoid a situation like this ! : Does anybody know I’m here ? Have I been forgotten ? Why is this taking so #*%*#!* long ? Should I hang up ? Avoid a situation like this ! On Resuming the Conversation… : On Resuming the Conversation… Saying “ Thank You for holding is a very basic, good and common courtesy This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience Transferring a Call : Transferring a Call Callers are prone to be least tolerant when being transferred over and over again To them, this means that you, or your company just doesn’t care for them or their time Explain why the call is being transferred Slide 55: The caller’s basic concerns on being transferred are – Why ? Where ? To Whom ? By informing the callers about where, why & to whom they are being transferred answers some of the most basic questions Also helps, if during the transfer process, a caller gets disconnected, he can call back and ask for the person directly by name Slide 56: Ask if the caller minds being transferred Callers get angry if transferred, when they don’t want to be If the person is calling from a cellular phone, this might be an expensive proposition Always ask if a caller minds being transferred If yes, take a message and ask the concerned person to call them back Slide 57: On transferring, ensure someone is there to pick up the call before hanging up This simple step saves the caller the frustration of being transferred to someone who is not there Staying on the call till the recipient picks up is being responsible – you are connecting the caller to a person who can help them Slide 58: Once the person to whom you have transferred the call picks up, give him the caller’s name and briefly describe the purpose of the call If there is no one available to take the call, pick up the call again and take a message, explaining the absence of a co-worker in a positive manner Ensure that the message gets across Ending the Call : Ending the Call ‘I always remember the last thing I hear.’ The ending is one the most critical part of the conversation The last few seconds of the call is what leaves the maximum impact on a caller’s mind Always end on a positive note… Some tips… Slide 60: Paraphrase - Repeat any action steps that you and the caller have agreed upon Ask the caller if you can do anything else for him / her Thank the caller for calling and appreciate his effort and time ALWAYS allow the caller hang up first Write down any relevant information as soon as you get off the phone Using Voice Mail : Using Voice Mail Remember, Voice Mail should be activated ONLY when you are unavailable for genuine reasons Deactivate it when you are available personally Do not use it as a method of avoiding calls Always return messages left on Voice Mail – it is a basic courtesy Slide 62: THANK YOU! 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