Documente Academic
Documente Profesional
Documente Cultură
PRESENTED BY:-
PAREEK ANKUR MADHUSUDAN
ETIQUETTE
What is Etiquette?
The customary code of polite behavior in society or among
members of a particular profession or group
Why is Etiquette Important?
It shows a level of respect
It shows Courtesy to others
It influences a persons view of you
What do you think would happen if there was a lapse in
Etiquette?
Negative overall perception
BUSINESS/CORPORATE ETIQUETTE
What is Business Etiquette?
The set of unwritten rules governing proper behaviour in a
business environment
Why is Business Etiquette important?
It presents a seamless, mannered front to the rest of the world,
It increases the respect the world gives the business,
It results in a potentially more profitable corporation
What does Business Etiquette involve?
The polite way to interact with others.
The way you speak or act in the presence of guests
The way you conduct yourself on the phone
TELEPHONE ETIQUETTE
Why is telephone Etiquette important?
When you answer the phone you are the representative of the home or
business that is being called
The impression that you make will influence the caller's opinion of your
household or business
What is telephone Etiquette about?
Telephone etiquette refers to a set of rules that apply when people make
calls to others or when they are receiving a phone call
WHAT CHARACTERISTICS DO YOU THINK CAN BE
NOTICED THROUGH THE PHONE?
Attentiveness
Friendliness
Sincerity
Good Listener
Smile
Articulate
Helpfulness
Confidence
Rate of Speech
Greeting
BEFORE MAKING/ TAKING A CALL
Vs.
TELEPHONE TECHNIQUES
Greeting
Placing a caller on hold
Transferring a call
Taking Messages
Closing the Call
Communication
Dealing with Difficult Callers
Before the call always
have purpose in mind
If you are calling in
relation to a meeting
then prepare an agenda
Identify a second point
of contact
For a conference call
identify a coordinator
or a leader to lead the
call
Answer calls promptly
within 3 rings
Pre-calling guidelines
Pre-calling guidelines
Before picking up the
receiver, discontinue
any other
Conversation or activity
such as chewing gum,
typing, etc. that can be
heard by the calling
party
Keep a note pad and
pen handy at your desk
Smile as you pick the
phone the caller will
hear it in your voice
TAKING A MESSAGE
QUICK TIPS FOR MAKING PHONE CALLS
Identify Yourself and who you represent
State your purpose
Apologise if you call a wrong number
Call at arranged time (if a time was specified)
Leave messages when asked (dont get angry if you
dont leave a message and cant get through later).
Always be courteous (dont be the difficult caller)
During the call guidelines
Speak slowly, enunciate
clearly and spell out
words if necessary
Use plain English and
avoid unnecessary
jargon and acronyms
Focus your full attention
on the caller and the
conversation
During the call guidelines
Use active listening to
clarify and check for
under-standing
Assertiveness
Build rapport to ease
the conversation
It pays to write down
the clients name and
use it regularly in your
conversation.
THINGS THAT AFFECT TELEPHONE ETIQUETTE
MULTI - TASKING
Hi, Im Ankur, and
Im a Multi-
Tasker!!
Concentrate Full Strength
Why??
Its a basic courtesy
People who do two
things at a time dont
do either one very well
When you split your
attention, youre likely
to lose something
important the client
says