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Workplace Expectations: Business Etiquette


Making a Good Impression Appearance Appropriate dress, hygiene, and grooming send the right message. ... sincerity, and self-confidence. – PowerPoint PPT presentation

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Title: Workplace Expectations: Business Etiquette

Workplace Expectations Business Etiquette
Human Relations
  • When we use correct etiquette, we act
    appropriately in social and business situations.
  • Protocol is the part of etiquette that provides a
    code of behavior for business, diplomatic, or
    military situations.
  • Proper etiquette shows respect, sincerity, and
  • Understanding the effects of good manners and
    protocol in all cultures is increasingly
    important in our global society.

  • Courtesy and good taste are important components
    of etiquette.
  • Behaving courteously means
  • Considering others, even in little ways.
  • Respecting and encouraging the accomplishments of
  • Being thoughtful of others.
  • Being democratic in our relationships.
  • Saying thank you with sincerity.
  • Using a friendly voice.

Importance of Etiquette
  • Lack of knowledge of protocol can cause
    embarrassment and misunderstanding.
  • Socially correct behaviors are important when
    using technology.
  • A diverse population requires that we interact
    properly and respectfully with people of all
  • To avoid feeling awkward or ill at ease in social
    and official situations, a knowledge of etiquette
    is essential.

Making a Good Impression
  • Appearance
  • Appropriate dress, hygiene, and grooming send the
    right message.
  • Table manners
  • Make business lunches and dinners more
    comfortable and enjoyable.
  • Introductions and handshakes
  • Show respect and put people at ease.

Cross-Cultural Etiquette
  • To avoid appearing disrespectful or offensive,
    learn as much as possible about customs and
    nonverbal communication rules.
  • Research norms regarding gift giving, discussing
    family members, or beginning business
  • Be watchful and understanding of different
    standards of behavior.
  • Learn some of the other language to show your
    willingness to communicate.
  • Be courteous and sincere.

Customer Interactions
  • How employees treat customers is a crucial factor
    in the success of a business.
  • One rude employee can damage a business
    reputation and drive away customers.
  • When communicating with customers, the rule is
    Do unto others as they would have you do unto
  • Manners are as important in correspondence and on
    the phone as in person.

Customer Relations Guidelines
  • Never say anything about a customer that you
    wouldnt say to that customer.
  • Acknowledge customers immediately. Never leave a
    customer unattended.
  • Be pleasant and helpful and give a customer your
    full attention.
  • Make sure your appearance, hygiene, and grooming
    are appropriate.
  • Say please, thank you, and excuse me, and
    call people by name.
  • Never tend to personal matters in front of a

Telephone Manners
  • Answer promptly and correctly. Be courteous and
    gracious (never rushed), and use a pleasant
  • If answering for someone else, identify yourself,
    ask if you can help, or take a message.
  • Transfer calls only when necessary.
  • When a line is busy, tell callers if you are
    going to place them on hold, and do not leave
    them on hold for more than 30 seconds without
  • If the requested party is out, ask if someone
    else can help or if you can take a message.
    Confirm the callers name and number.
  • Thank the person for calling before saying

Workplace Netiquette
  • Do not send formal thank you notes via e-mail.
  • Avoid using emoticons such as )
    online equivalent of yelling and is
  • Avoid slang and acronyms that may be confusing.
  • Do not leave the Subject field blank.
  • Avoid heavy formatting and images.
  • Do not forward jokes and personal messages
    without permission.
  • Be understanding of others.
  • Follow your companys e-mail policies.

Fax Etiquette
  • Call ahead to notify the recipient of an incoming
    fax and check for any equipment limitations.
  • Be certain you have the correct number.
  • Do not leave a fax machine unattended or tie up
    the fax machine with unnecessarily long

Cell Phone and Pager Etiquette
  • Immediately remove a noisy phone or pager to
    another room.
  • In meetings, lectures, theaters, etc., turn off
    the device.
  • If it is vital that you stay in touch, get a
    silent, vibrating pager or phone.

Interactions with Associates
  • Use networking to
  • get moral support and career guidance.
  • exchange information, ideas, and favors.
  • Respect confidentiality.
  • Find a mentor who can give you objective guidance
    and advice in sensitive situations.
  • Be extremely sensitive to office politics and
    avoid office gossip.
  • Apologize if you do something wrong and refrain
    from criticizing others.

Behavior Types
  • Passive Behavior
  • Aggressive Behavior
  • Assertive Behavior

Passive Individuals
  • Value themselves below others.
  • Do not appear self-confident when they speak.
  • Want to be liked and to please others.
  • Avoid confrontation.
  • Avoid eye contact.
  • Fail to communicate their wants and needs.
  • May be indecisive.
  • May have internal anger due to loss of respect.
  • Can damage their careers by their inaction.

Aggressive Individuals
  • Value themselves above others.
  • Say what they think at the expense of others.
  • May dominate or humiliate others.
  • Speak with an air of superiority.
  • May be demanding and rude and intimidate others.
  • May have trouble working with others.
  • Can damage their careers by their actions.

Assertive Individuals
  • Are comfortable using correct etiquette.
  • Feel they are equal to others.
  • Are comfortable making choices and decisions.
  • Are calm and confident.
  • Want to communicate and be respected.
  • Speak clearly, calmly, and firmly, and use I
  • Have relaxed and confident posture.
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