1. Essential Office Etiquette 2010 Facilitated by Itukisa (Pty) Ltd

2. AGENDA Introduction Session 1 –What is office etiquette –Office relationships –Professional conduct Session 2 –Professional attire –Courtesy for individuals with a disability –Handling difficult people and personal issues –Ethical dilemmas –Personal contact etiquette

3. AGENDA (CONT.) Session 3 –Etiquette in meetings –Appropriate use of the internet, email, telephone and cell phone –Attending business functions, social gatherings and office parties Session 4 –Open plan office etiquette –Bathroom etiquette –Confidentiality –Unacceptable behaviour at work and common office etiquette mistakes

4. Definition of Etiquette The Concise Oxford Dictionary defines etiquette as the conventional rules of personal behaviour in a polite society

5. Office Etiquette Personal Behaviour Polite Society Conventional Rules

6. Office Relationships

7. Nobody wants to spend eight hours in an office with someone who does not know how to behave

8. Office Relationships Office behaviour Addressing colleagues Conversations at work Saying Please and Thank you Displaying affection Sexual harassment

9. Professional Conduct Basic Do’s And Don’ts Show respect for management and your colleagues Dress according to the company requirements Avoid expressing negative attitudes as they lead to negative behaviour Introduce people to one another Say please and thank you Remember names Avoid using vulgar and inappropriate language

10. Professional Conduct (CONT.) Be on time Be discreet Be courteous Be concerned with others, not just yourself Dress appropriately Use proper written and spoken language

11. Professional Attire Personal appearance Clothes Hair styles, colour and cleanliness Accessories Make-up Posture Skin Nails Perfume / colognes / after-shave Dress code

12. Courtesy For Individuals with a Disability Ask before you help Wheelchair or mobility impairment etiquette People who are blind

13. Ask Before You Help Don’t assume they need help People with disabilities can usually get around fine Treat as independent people Offer assistance only if needed Ask how before you act May depend on their arms for balance Avoid patting a person / touching his wheelchair Don’t make decisions for them Please respect their privacy

14. Wheelchair or Mobility Impairment Etiquette People who use wheelchairs have different disabilities. Don’t lean over someone in a wheelchair Or ask a wheelchair user to hold coats Setting your drink on the desktop attached to someone’s wheelchair is a definite no-no Don’t push or touch a person’s wheelchair; it’s part of their personal space

15. Wheelchair or Mobility Impairment Etiquette (CONT.) If you help someone down a curb without waiting for instructions, you may dump them out of the chair Keep the ramps and wheelchair-accessible doors to your building unlocked and unblocked Be aware of wheelchair users’ reach limits When talking to a wheelchair user, grab your own chair and sit at their level

16. Wheelchair or Mobility Impairment Etiquette (CONT.) If the service counter at your place of business is too high for a wheelchair user to see over, step around it to provide service Ensure that security guards and receptionists can answer questions about the most accessible way around the building and grounds If the nearest public restroom is not accessible or is located on an inaccessible floor, allow the person in a wheelchair to use a private or employees’ accessible restroom

17. Wheelchair or Mobility Impairment Etiquette (CONT.) People who use canes or crutches need their arms to balance themselves, so never grab them They may lean on a door for support as they open it If you offer a seat to a person who has limited mobility, keep in mind that chairs with arms or with higher seats are easier for some people to use

18. People Who Are Blind Identify yourself before you make physical contact with a person who is blind Introduce them to others who are in the group, so that they are not excluded Offer them a tour of the office. If a person who is blind needs to be guided offer your arm - don’t take his

19. Difficult People Dealing with difficult people –Basic needs How do your colleagues signal these needs to you? –“I need to be understood” –“I need to feel welcome” –“I need to feel important” –“I need to feel comfortable”

20. Personal Contact Introductions Who is first Names in order Handshakes Personal body space

21. Meeting Etiquette Arranging a meeting Agenda and minutes Before the meeting Formal meetings Duties of the chairperson During the meeting End of meeting

22. Internet Usage Remember the human Adhere to the same standards of behaviour online that you follow in real life Know where you are in cyberspace Respect other people's time and bandwidth Make yourself look good online

23. Internet Usage Share expert knowledge Keep flame wars under control Respect other people's privacy Don’t abuse your power Be forgiving of other people's mistakes

24. Office Etiquette Email etiquette Telephone etiquette Cellphone etiquette

25. Business Entertaining Entertaining local associates Give sufficient notice Avoid the hard sell Choose the venue and the menu wisely Watch budgets and tastes when you order drinks Start business talk carefully Never be a greedy guest Keep the conversation going

26. Open Plan Office Etiquette Showing consideration Be accessible Keep your desk tidy Be careful when having conversations Never shout to a colleague Use designated aisles or walking routes in an open plan workspace

27. Open Plan Office Etiquette Never use anything which might cause disruption to others, e.g. a speaker phone or radio unless permission is granted Do not have loud music playing Do not speak in a language your fellow staff do not understand Avoid taking personal phone calls Be wary of speaking openly about any issues of confidentiality

28. Open Plan Office Etiquette (CONT.) Move to private enclosed space to make or take private calls Always switch your answer machine on before leaving your desk Don’t interrupt during the call Pungent or bad odours are one of the most complained about aspects of working in an open plan office Practice good hygiene- don’t go overboard with aftershave or perfume

29. Open Plan Office Etiquette (CONT.) Choose neutral smelling foods when eating at your desk Eat in designated areas, or outside Do not eat in front of someone fasting It is not polite to fight in an open plan environment Do not use vulgar language Keep confidential information you may accidentally over hear private Don’t gossip

30. Open Plan Office Etiquette (CONT.) Don’t invite yourself to an informal meeting, if you haven’t been invited In general, it’s easy to get along well in an open plan working environment Being accessible to people but still maintaining boundaries Treat people how you would like to be treated

31. Bathroom Etiquette No business in the bathroom Wash your hands Emails during a bathroom visit? Don’t lie in wait Keep down the smell Dealing with cultural difference Not the place to socialise Keep it clean

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

33. Unacceptable Behaviour Gender neutral Business meals are for eating and networking Adhere to the protocol in your office when addressing superiors On casual dress days wear business casual clothes Avoid flirting Do not scream and shout at your colleagues in front of others Never treat colleagues differently, all are equal Always wear shoes

34. Unacceptable Behaviour (CONT.) Do not chew gum with your mouth open Avoid funky ring tones on your cellphone Do not give yourself or a colleague a manicure or pedicure in the office Avoid negative behaviour Never bad mouth your colleagues or organisation Replace paper in the copier and fax machines Do not steal food and drinks from the fridge Taking office supplies home is unacceptable

35. Common Mistakes Men opening the door or pulling out a chair for a female co-worker/ women waiting for a male co-worker to open the door or pull out a chair Men waiting for women to exit an elevator first Waiting for the person who called to end the conversation first Tracking down a caller when the line was disconnected during a call

36. Common Mistakes Hand writing all personal notes Shaking hands across your desk Deferring to age and/ or gender when making introductions Exchanging business cards Addressing your boss by his/her first name when around others

37. Summary Introduction Session 1 –What is office etiquette –Office relationships –Professional conduct Session 2 –Professional attire –Courtesy for the physically challenged –Handling difficult people and personal issues –Ethical dilemmas –Personal contact etiquette

38. Summary (CONT.) Session 3 –Etiquette in meetings –Appropriate use of the internet, email and telephone and cell phone –Attending business functions, social gatherings and office parties Session 4 –Open plan office etiquette –Bathroom etiquette –Confidentiality –Unacceptable behaviour at work and common office etiquette mistakes

39. Fasset Call Centre 086 101 0001 www.fasset.org.za Thank you