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Essential Office Etiquette

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Essential Office Etiquette 2010 Facilitated by Itukisa (Pty) Ltd * * * * * * * * * * * * * * * * Unacceptable Behaviour (CONT.) Do not chew gum with your mouth open ... – PowerPoint PPT presentation

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Title: Essential Office Etiquette


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 Dos And Donts
  • 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
  • Dont 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
  • Dont make decisions for them
  • Please respect their privacy

14
Wheelchair or Mobility Impairment Etiquette
  • People who use wheelchairs have different
    disabilities.
  • Dont lean over someone in a wheelchair
  • Or ask a wheelchair user to hold coats
  • Setting your drink on the desktop attached to
    someones wheelchair is a definite no-no
  • Dont push or touch a persons wheelchair its
    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 - dont 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
  • Dont 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
  • Dont 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- dont 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
  • Dont gossip

30
Open Plan Office Etiquette (CONT.)
  • Dont invite yourself to an informal meeting, if
    you havent been invited
  • In general, its 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?
  • Dont 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
Thank you
  • Fasset Call Centre
  • 086 101 0001
  • www.fasset.org.za
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