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WELCOME TO: Essential Office Etiquette 2012. Learning Outcomes On completion you will be able to: Identify and correct protocols for business etiquette.

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Presentation on theme: "WELCOME TO: Essential Office Etiquette 2012. Learning Outcomes On completion you will be able to: Identify and correct protocols for business etiquette."— Presentation transcript:

1 WELCOME TO: Essential Office Etiquette 2012

2 Learning Outcomes On completion you will be able to: Identify and correct protocols for business etiquette for a range of business scenarios. Apply the techniques required to build and project a professional image through professional behaviour. Describe appropriate and inappropriate behaviour in a range of workplace settings.

3 Workshop Material Delegate Guide: You will find a delegate guide packed with information in front of you. This is for self study. During the course of our session I will refer you to specific sections for further reading.

4 Programme Map

5 Working Nine to Five… Dolly Parton, Nine to Five Tumble outta bed and I stumble to the kitchen Pour myself a cup of ambition And yawn and stretch and try to come to life Jump in the shower and the blood starts pumpin Out on the street the traffic starts jumpin The folks like me on the job from nine to five.

6 SESSION 1: Etiquette and Rules of Behaviour

7 Conventional Rules Three questions: 1.Whose rules of conduct do I follow? 2.What is the appropriate behaviour? 3.Will I be appropriately dressed? Those who have mastered the rules of etiquette will instinctively know the answers to these questions.

8 QUIZ, Question 1 Your boss, Ms Alpha enters the room when you are meeting with an important client, Mr Beta. You get up and say Ms Alpha, Id like you to meet Mr Beta, our client from Cape Town. Is this introduction correct?

9 QUIZ, Question 1 No. The client is always the more important person. You should address you client and say Mr Beta, Id like you to meet our Director of development, Ms. Alpha. MODEL ANSWER

10 QUIZ, Question 2 You have forgotten about an important meeting with a business associate. You feel terrible and know that he is furious. You should: a)Write and apologise b)Send flowers c)Keep quiet and hope it blows over d)Call, apologise and set up another appointment

11 QUIZ, Question 2 d) Call, apologise and set up another appointment MODEL ANSWER

12 QUIZ, Question 3 Clothing is never neutral. It either adds or detracts from a professional image. True or false?

13 QUIZ, Question 3 True. Clothing is never neutral. People judge you by how you look and form an impression of you. Always make sure you are suitably dressed for the occasion. MODEL ANSWER

14 QUIZ, Question 4 At a social function you meet the CEO of a big organisation. After a brief chat you give him your business card. Is this correct?

15 QUIZ, Question 4 No. Protocol requires that you wait until he asks for your business card or gives you his. You may then give him your business card. MODEL ANSWER

16 QUIZ, Question 5 A business meal is a time to relax and let loose. True or false?

17 QUIZ, Question 5 False. A business meal is not a time to relax and let loose. It is a test of your social skills and your level of sophistication. Your interpersonal skills, including your treatment of the wait staff, are on display. One of the biggest blunders at the business meal is alcohol abuse. You can undo months and years of good impressions by excessive drinking. The key point to remember is that business should always be the number one item on the menu. MODEL ANSWER

18 QUIZ, Question 6 You are invited to a formal dinner function. What do you do with your serviette? a)Open it immediately b)Wait for the host to take his / her serviette before taking yours c)Wait for the waitron to open your serviette and place it on your lap

19 QUIZ, Question 6 b) Or c) You wait for the host to take his or her serviette before taking yours, or, depending on the restaurant for the waitron to place it on your lap. MODEL ANSWER

20 QUIZ, Question 7 A man should wait for a woman in business to extend her hand for a handshake. True or false?

21 QUIZ, Question 7 False. A man does not have to wait for a woman in business to extend her hand for a handshake. Business should be gender neutral. Many men were taught to wait for a woman to extend her hand in social settings. Note that the etiquette for handshakes varies around the world. So, if you are travelling to other countries or are meeting international clients, check the protocol for handshaking. MODEL ANSWER

22 QUIZ, Question 8 When a visitor enters your office you should: a)Invite them to sit down indicating a suitable seat b)Say: Just sit anywhere c)Carry on working while the guest stands and waits for you

23 QUIZ, Question 8 a) Invite them to sit down, indicating a suitable seat, put down what you are doing and give them your undivided attention. MODEL ANSWER

24 QUIZ, Question 9 You are talking to a group of four people. How would you make eye contact? a)Just the person you are speaking to b)By moving your eye contact from person to person c)Stare at a point in the distance

25 QUIZ, Question 9 b) By moving your eye contact from person to person and including the whole group in the conversation. MODEL ANSWER

26 QUIZ, Question 10 A drink should be held in the right hand at a cocktail party. True or false?

27 QUIZ, Question 10 False. Your drink should be held in your left hand so your right hand is free for handshaking. This also prevents your right hand from being cold and damp. MODEL ANSWER

28 QUIZ, Question 11 Where would you find your salad plate? To the right of the entrée plate or to the left of the entrée plate?

29 QUIZ, Question 11 Your salad plate is to the left of the entrée plate. An easy way to remember this is to think of the BMW car. From left to right, think Bread, Meal, Water. Bread and all food to the left of the plate are yours. Water and all drinks to the right of the plate are yours. Knowing this will help you avoid taking the wrong bread, eating the wrong salad, and drinking from the wrong water glass. MODEL ANSWER

30 QUIZ, Question 12 You are greeting or saying goodbye to someone. When is the proper time to shake hands?

31 QUIZ, Question 12 It is appropriate to shake hand both during greeting and saying goodbye, provided it is appropriate to the other person culture. Remember to provide a firm handshake without hurting the other person. MODEL ANSWER

32 QUIZ, Question 13 You are invited to a reception and the invitation states 7:00 to 9:00 pm You should: a)Arrive at 7:00 pm b)Arrive at any time between 7:00 pm and 9:00 pm c)Arrive between 7:00 pm and 7:30 pm d)Arrive early and leave early

33 QUIZ, Question 13 c) Arrive any time between 7:00 pm and 7:30 pm. It is impolite to arrive too early and it is equally impolite to arrive minutes before the allotted time is up. MODEL ANSWER

34 QUIZ, Question 14 A colleagues phone rings and you answer it. What is the most appropriate answer? a)Sorry she is not here, please call her later. b)Susan is not at her desk, may I please take a message and ask her to call you back?

35 QUIZ, Question 14 b) Susan is not at her desk, may I please take a message and ask her to call you back? MODEL ANSWER

36 SESSION 2: Dealing with Colleagues

37 Elements of Relationships Self respect Mutual respect Compassion Co-operation Mutual trust Commitment

38 Etiquette for Personal Contact For further reading, go to Here you will find a comprehensive guide to international business culture and etiquette in over 35 countries. Topics covered include: negotiating, gift-giving, and entertaining.

39 Handshakes Video Clip Handshake Etiquette Tips_Diane Gottsman - YouTube

40 Personal Body Space

41 Colleagues with a Disability With sweeping legislative changes in employment equity, disabled persons have been afforded opportunities to join main stream employment and knowing the correct etiquette and protocol when dealing with a disabled colleague or client has never been more important.

42 SESSION 3: Professional Conduct

43 Your Professional Image Being thought of as a professional in your field takes a lot more than doing your work well. Even if you are good at what you do, you may find it difficult to reach the type of success you strive for unless you are also considered to be professional by others.

44 The Brand called You! Video Clip Personal Branding Guru, William Arruda - YouTube

45 Building Me Inc Your self-impression = How people perceive you ACTIVITY

46 Personal Branding Personal branding: Is process where people and their careers are marked as brands. It suggests that success comes from self- packaging. Further defined as the creation of an asset that pertains to a particular person or individual; this includes behaviour, body, clothing, appearance and knowledge contained within, leading to an indelible impression that is uniquely distinguishable as professional.

47 Dressing for Success Video Clip Dress for Success - YouTube

48 Professional Image, Summary Personal appearance Clothes and dress code Hair styles, colour and cleanliness Accessories and make-up Posture Skin and nails Perfume / colognes / after-shave

49 SESSION 4: Dealing with Difficult People and Issues

50 Difficult People Every individual has four basic needs that need to be satisfied: I need to be understood I need to feel welcome I need to feel important I need to feel comfortable How do your colleagues signal these needs to you?

51 Ethical Dilemmas How to solve an ethical dilemma: Consider your own motives. Consider your moral code of conduct. Think about the consequences. Act with the frame of reference of ethical behaviour in mind.

52 SESSION 5: Etiquette in Meetings

53 Meeting Etiquette Video Clip Allan Matthews 6 Secrets Of Effective Meetings - YouTube

54 SESSION 6: Netiquette

55 Internet Usage Internet Usage Policy If your organisation does not have a policy in place, adhere to the internet usage guidelines listed in your delegate guide. Lets discuss these guidelines.

56 E Mails Excerpt from "It is amazing to find that in this day and age, some companies have still not realised how important their communications are. If your company is able to deal professionally with , this will provide your company with that all important competitive edge.

57 Good Telephone Etiquette The five step process to ensuring a professional telephone conversation…

58 STEP 1 Greet the caller, identify your company, identify yourself, ask how you can assist.

59 STEP 2 The caller then has an opportunity to greet you and state the purpose of the call.

60 STEP 3 The conversation then follows. Make sure that you have the necessary information at hand and place the caller on hold if you need to gather more information.

61 STEP 4 Close the conversation by summarising key points and any action items and saying goodbye.

62 STEP 5 Replace the handset, only after the caller has put the phone down.

63 Cell Phone Etiquette Video Clip Annoying cell phone guy 1 of 3 - YouTube

64 SESSION 7: Etiquette in and Around the Office

65 Open Plan Office Etiquette Video Clip Workspace and Staff Kitchen Etiquette - YouTube

66 Office Party Etiquette The Telegraph, 23 December 2011: Researchers have found that drinking in environments not normally associated with alcohol consumption can leave drinkers less able to control their behaviour.

67 Confidential Issues Computers, fax machines and printers Computer display Telephone, internet ( ) and other communications Passwords Storage of confidential information Access

68 SESSION 8: Business Entertainment

69 Business Entertaining Careful Planning is essential Give sufficient notice Start business talk carefully - Avoid the hard sell Choose the venue and the menu wisely Watch budgets and tastes when you order drinks Never be a greedy guest Keep the conversation going

70 Summary To close lets consider what has been the most valuable learning points for you. In you groups, identify two key learning points from the session. Remember to appoint a spokes person to provide feedback to the plenary.

71 Thank you Fasset Call Centre

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