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Office Etiquette

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Office Etiquette * * * Be concise and to the point : Keep you email message short and to the point. Sentences like – PowerPoint PPT presentation

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Title: Office Etiquette


1
Office Etiquette
2
Introduction
  • 'Etiquette' is a French word which means a
    'ticket', on ceremonial or other important
    occasions a 'ticket' of instructions was issued
    to visitors detailing what they should do.
  • Thus the ticket enlists the rules of decorous
    behavior observed in a polite society.
  • In a professional sense this includes behavior
    towards clients and colleagues which is in their
    best interests.

3
Let us take a look at the various rules of
Office Etiquette
4
E-mail etiquette
  • Be concise and to the point
  • Answer all questions
  • Use proper spelling, grammar and punctuation
    where needed
  • Do not attach unnecessary files

5
E-mail etiquette Contd..
  • Do not overuse the high priority option
  • Do not write in Capitals
  • Read the email before you send
  • Do not overuse reply to all
  • Do not forward chain letters

6
E-mail etiquette Contd..
  • Never use email to discuss confidential issues
  • Use meaningful subject avoiding URGENT or
    IMPORTANT
  • Don't ever forward any junk mail
  • Don't reply to Spam

7
Telephone etiquette
8
Pre-call preparation
  • Feel good about your work
  • Smile
  • Have a positive attitude
  • Place the receiver of the telephone correctly
  • Organize your desk

9
Answering calls for others
  • Identify yourself and the company
  • Offer assistance in the absence of others
  • Do not make commitments for others
  • Take accurate messages

10
Hold procedure Transferring calls
  • Seek permission
  • Specify the duration
  • Explain the reason for the transfer
  • Wait for the customers response
  • Get back to the customer in the committed time
    frame

11
Handling complaints
  • Listen carefully
  • Convey sincere interest and be empathetic
  • Agree as often as possible
  • Remain calm and courteous. DO NOT ARGUE!
  • Do not interrupt
  • Do not blame co-workers

12
Handling complaints contd..
  • Explain clearly
  • Do not make unrealistic promises
  • Apologize
  • Act fast
  • Follow up

13
Call closure
  • Summarize what has been discussed
  • Ask if you can provide further assistance
  • End on a positive note

14
While closing the call
  • Have a pleasant tone and be courteous
  • Dont sound rushed
  • Pause at appropriate places

15
Qualities of a good voice
  • Distinctness
  • Pleasantness/warmth
  • Vitality
  • Naturalness
  • Expressiveness
  • Lower, mellow pitch

16
Tips for creating a good image
  • Use basic phrases of courtesy
  • Use standard, accepted business phrases
  • Avoid slang
  • Do not chew gum
  • Do not slam the phone or cut off abruptly
  • Keep your promises
  • Smile while speaking

17
Suggested phrases for Business telephone etiquette
  • Security Bank-Baguio, this is Susan. How may I
    help you?
  • "Accounting department, this is John. How may I
    help you?"
  • "Good morning, Dr. Marasigan's office, how may I
    help you?"

18
Work Etiquette
19
Personal Professional boundaries
  • Refrain from using office supplies for personal
    use
  • Refrain from using swear words
  • Avoid emotional outbursts
  • Dont groom yourself in public
  • Pick up after yourself
  • Respect others cubicle/office space

20
Personal Professional boundaries contd..
  • Don't be disruptive to others while eating
  • Keep noise to a minimum
  • Avoid taking part in office gossips
  • Always be on time.
  • Don't "borrow"

21
Personal Professional boundaries contd..
  • Be mindful of your behavior
  • Show respect to those around you
  • Don't be a whiner
  • Avoid an office romance
  • Always answer your phone on
  • the second or third ring

22
Company Cafeteria
  • Treat cafeteria workers with respect
  • Dont intrude on others
  • Avoid making derogatory comments about the food
  • Leave your eating area in better condition

23
Dressing Grooming
24
Tips for Women
  • Dress
  • Accessories
  • Jewellery
  • Make up

25
Tips for Men
  • Shirts
  • Trousers
  • Tie
  • Suits
  • Shoes

26
Personal hygiene
  • Hair should be combed neatly
  • Shave, trim moustache and beard regularly
  • Clean fingernail
  • Clean feet. No cracked feet
  • No paan stained teeth

27
Personal hygiene contd..
  • Avoid body odour
  • Use mouth freshener
  • Avoid pungent food
  • Avoid belching in public

28
Reporting Skills
29
Things to be considered
  • The report must be concrete
  • The report must be relevant to the work
  • The language of report must be simple,direct and
    polite
  • If you are giving a productivity report
    relevant details must be mentioned
  • If you are reporting on behalf of the whole team
    the team effort must be
    reflected

30
Things to be considered contd..
  • Reports must not be confusing
  • Before sending any report it must be checked
  • Doubtful things should not be mentioned
  • Reports must give a concrete outlook of the work
    done

31
Conclusion
  • Conduct yourself appropriately in your workplace
    and win appreciation from colleagues and seniors.
  • Following these Etiquettes will help you build
    productive relationships at your workplace.
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