Business Etiquette

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Business Etiquette:

Business Etiquette Imanda Tahinian

Schedule:

Dress Code Meeting and Greeting Basic Communication skills Telephone Etiquette Handling Complaints effectively Business Writing Skills Troubleshooting Positive Thinking Schedule

Dress Code and Personal care:

Dress Code and Personal care Dress Code/Personal care It takes 30 seconds to make 1 st impression Staff Represent the company and it’s culture

PowerPoint Presentation:

Advice A rule is thumb when it comes to accessories in the workplace: LESS IS MORE. Grooming/Personal care Clean clothes Hair trimmed and clean Perfume – never to replace soap and water Deodorant Clean nails Clean and good condition shoes

Personal care:

Personal care

Meeting and Greeting clients In the office:

Meeting and Greeting clients In the office Meeting and Greeting Stand up when you meet someone SMILE Make eye contact Introduce yourself immediately Include a statement about who you are Meeting and Greeting 2 Learn how to make smooth introduction Know who the more important person is Pay attention to names when you meet people Use first name of people you met only after they give you permission

Basic Communication Skills In the office:

Basic Communication Skills In the office Communication Is the successful sharing, conveying or transferring of ideas or information to create understanding. Good communication-sharing a message that is: Heard Received Understood and; appreciated Verbal and non-verbal Verbal is what we utter as words I order to put our message across of what we need or want. Non-verbal is less obvious but according to statistics is most effective.

PowerPoint Presentation:

Non verbal communication Research by Dr. Mehrabian in 1972 at UCLA, showed that communication takes place at following levels on first meeting in person: Words 7% Tone 38% Body language 55% In total: 93% non-verbal of actual communication So it’s not WHAT we say but HOW we say it Non Verbal (Contact) Facial expression s Tones of voice Gestures Eye contact Expressive movement Cultural differences

PowerPoint Presentation:

Listening skills Look at the person Listen – not just words but the feeling contact Be sincerely interested Restate what they are saying Ask clarification questions Be aware of your strong feelings & strong opinions If you must state your views, do so after you have listened. Your listening skills will make you develop better speaking skills Don’t cross arms/legs Have eye contact but don’t stare Don’t be afraid to take up some space Relax shoulders Nod when they are talking Don’t slouch, sit up straight Smile don’t laugh Don’t touch face Keep your head up Don’t stand too close Keep good attitude

Telephone Etiquette in the office:

Telephone Etiquette in the office Habits to learn React to calls in a quick and efficient manner Get as much information as possible * be friendly Techniques to follow Answer phone promptly Identify your company and/or yourself Be friendly (how can I help you?) Necessary resources available Indicate regret or appreciation when applicable Use caller’s name if offered Willingness to help Don’t Interrupt customer

PowerPoint Presentation:

Get as much information as possible Be clear when communicating Listen actively Be accurate when giving information Be easy to deal with Give them options Transfer calls when you have to Hang up gently – NEVER SLAM!!! Don’ts of Telephone Etiquette Don’t be sarcastic Don’t prejudge your customer Don’t lose your temper Don’t suggest that customer is dishonest Don’t be inflexible Don’t threaten the customer

PowerPoint Presentation:

On the phone with clients Open-ended questions to get information Closed-ended questions are used for confirmation Don’t tell everything Screening the call, explain why you are asking Respond and don’t react

Handling Complaints In the office:

Handling Complaints In the office Effective complaint Focus on poor level of service/bad product Keep calm, clear and polite – verbally and in writing Say you are disappointed with service product Ask name of person you are complaining to Remember to thank the person who resolve complaint

Receiving Complaints by telephone face to face in writing:

Receiving Complaints by telephone face to face in writing By Telephone Listen carefully Full attention Ask politely to understand fully Ensure to show that you are serious If you say you will ring – do Fully brief another person who can help Ensure complainer is satisfied with solution Face to face Good eye contact Don’t write notes initially –just listen Ask open ended questions Maintain a pleasant approach Assure person that complaint is taken seriously Even if he is wrong – Be nice

Written Etiquette Letters and emails:

Written Etiquette Letters and emails In Writing Read letter carefully If you don’t have answer, ask the BOSS Respond Factually and Professionally – 24hrs Don’t make false promises Leave your name and number Contact person by phone once it is resolved

In the office:

In the office Office ventilated and pleasant smell No kitchen utensils Hide handbags and other personal items NO POLITICS NO RELIGION

Positive Thinking:

Positive Thinking Positive thinking You are what you think There are some external events in your life that you cannot help But you can help yourself See the positive in everything Problems are not barriers they are challenges Thought – feeling – action It is what is within rather then what is out. You cannot control others but you can certainly control yourself. You give yourself permission to be happy or sad.

PowerPoint Presentation:

Strength out of weakness Look at the positive side STOP being a victim Look after yourself Self image and self-confidence If you have determined you will have anything Smile always

Accountability at work:

Accountability at work Definition People who complain People who blame People who do the minimum Productivity and efficiencies can be gained when you are accountable or completing your tasks. Commitments and expectations Being accountable is about Thinking of a way to make things better. Other people’s actions are not in your control, and many events are not in your control either. But your response to these situations and events is completely in your control. You can choose to be 100% accountable and responsible for your response

PowerPoint Presentation:

Ask yourself the following questions: “What is my role in this situation?” What am I doing (or not doing) to promote the situation as it currently exists? What am I thinking? What are my beliefs? What can I do to make a difference? What can I do differently to change the result?

REMEMBER!:

REMEMBER! Def: Impression is the overall effect of something. “You never get a second chance to make a first impression” Opinion is formed based on appearance, body language, behavior, mannerisms and dress. Making the right/wrong impression with your clients can make or break your business.

Thank You :

Thank You 

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