CORPORATE FINESSE & BUSINESS ETIQUETTE

WHY IS ETIQUETTE IMPORTANT?

Stay ahead in the corporate world Promote fruitful/rewarding relationships Obtain business and enhance success Get respect and credibility from others Make a positive impression Help others feel comfortable

PROFESSIONAL IMAGE

Dress for success Correct business introductions Confident handshake Elementary courtesies Respect for others Discipline and attitude Project competence Represent company with pride

DAILY GOODWILL IN THE OFFICE

Relationship with superiors

Avoid voicing contrary opinions in public Never gush or grovel to get attention Avoid public show of dissent Dont refuse assignments/responsibilities Keep him/her informed at all times Keep professional and personal secrets

DAILY GOODWILL IN THE OFFICE

Relationship with Peers Shoulder your fair share of work Work with a spirit of harmony Never grudge a co-workers success Back-stabbing and petty talk are in poor taste Develop & follow appropriate escalation matrix Stay away from people who gossip/play politics

DAILY GOODWILL IN THE OFFICE

Relationship with Subordinates Dont throw your weight around Treat them with courtesy Provide feedback and praise Dont undermine authority Give clear and accurate instructions Accept responsibility when things go wrong

ART OF POLITE CONVERSATION

Initiating a Conversation

Self-introduction with pleasant disclosure Question + Statement Compliment + Question Open questions to exchange information Identify conversation starters Be attentive to cues

CONVERSATIONS TO AVOID
Argentina Chile China Britain India Russia South Korea Switzerland USA : Dictatorship; Maradona problem : Argentina/Pinochet issue : Hongkong, America, Taiwan : EU, Mad cow, Monarchy : Scams, Pollution, Religion, Kashmir : Army, NATO, Corruption : Trial of Presidents, Korean war, : EU, Prices, Bank secrecy/Laundering : Abortion, Obesity, Sexual Innuendoes

TELEPHONE SKILLS (BASIC)

Be prepared Respond professionally Request hold-ons Control the conversation Take accurate messages Avoid mouth noises Give caller undivided attention Be sincere and enthusiastic Give spoken feedback signals Leave a good last impression

TELEPHONE (SILVER RULES)

Dial professionally smile! Prepare and stick to your script Use the magic words music to customer Cultivate a business-like, personable voice Follow protocol while transferring calls Provide updates on efforts to get information Learn to handle assertive customers Dont share personal information with caller Give advice so as to inspire confidence Make and receive your own calls

E-MAIL ETIQUETTE (Dos)

Be human, brief, discrete Respond quickly Have a descriptive subject line Limit messages to one subject Control line length to 65 characters Use the right salutation Have blank lines between paragraphs Provide context of message Use out-of-office reply Attribute ownership

AVOID UNKNOWN ACRONYMS

BCNU F2F FYEO IMHO PLS RECD THX WB BRB FAQ FYI MSGS PMFJI RGDS TIA WRT BTW FWIW GMTA NLT PRES ROTFL TTFN WTG CUL FYA HHOK OBTW PTP RTFM TTYL YR

MEETING PROTOCOL

Circulate agenda Decide discussion time-lines Select convenient meet times Start and end on time Provide conducive atmosphere Prepare thoroughly Anticipate and mediate conflicts Be action-oriented Circulate minutes to all

MEETING PROTOCOL

Make your presentation brief but powerful Think before you speak - Check clarity of thought Listen. Involve the other person keep an open mind Avoid interrupting others when they are speaking Be careful of the word why perceived accusatory Avoid battlelines - I disagree vs Youre wrong Make suggestions - avoid orders/adamant stance Speak positively - use we when referring to Company If caught unprepared, dont blunder way through Avoid personal remarks; When is doubt, use silence.

SEVEN COURSE MEAL

Appetizer

+ Drink Soup + Sherry Salad Main Course + Wine Dessert + Champagne Mint/Chocolate + Liquer Coffee

BUSINESS ENTERTAINING

Invitation & Restaurant Selection Seating Norms & Ordering Protocol Courtesy to Guests & Servers Wine/Liquor, Soup, Bread & Fruit Rules Napkin, Cutlery & Crockery Style Restrict conversation and condiments Genuine compliments, Bill Payments

TABLE MANNERS (Donts)

Order messy foods Clatter cutlery Slurp liquids Talk with mouth full Dunk (even donuts) Wipe cutlery/plate Insist that others eat Comb hair/use make-up Smear lipstick Burp (excuse me)

Reach across table Remove garnish Clean/pick teeth Put crap on table Smoke/Phone Season shared dishes Mix/mash food Stack dishes after meal Search under the table Fight for the bill

TABLE MANNERS (Dos)

Wait to start Pass food to the right Use cutlery out to in Chew food silently Control pace Excuse yourself if reqd Elbows off table

Share food correctly Pass S&P together Complain via host Control alcohol intake Prefer small helpings Fresh plate for refill Send thank you letter

MEETINGS - DOs
Decide

objective/agenda/participants Start and end on time Conducive environment Thorough preparation Professional chairmanship Distribute actionable minutes

MEETINGS - DONTs
Interrupt

others Display boredom Be offensive Lose your temper Be sycophantic Raise trivial issues

HANDLING ANGRY CUSTOMERS

Listen Empathise

Establish

reason Make a commitment Take action Follow-up

WINNING HIM BACK

Ask

questions Listen to him Meet his requirements Be patient Avoid I told you Earn his business every time

COMMUNICATION EXCELLENCE
Types of communication Oral Written Visual Elements of Oral Communication Verbal (7%) The words you use Non-verbal (55%) Eyes, Posture, Gestures Vocal (38%) Pace, Pitch, Power, Pause

COMMUNICATION

45 %

9%

16 % 30 %

WRITING READING SPEAKING LISTENING

MENTAL FILTERS
STRONG FEELINGS INTERESTS IMAGES BELIEFS ASSUMPTIONS

VALUES

MEMORIES

EXPECTATIONS ATTITUDES

ENVIRONMENT

PAST EXPERIENCE PREJUDICES

COMMUNICATION

Communication is sending or receiving ideas, thoughts or feelings from one person to one or more persons in such a way that, the person receiving it understands it in the same way the sender wants him/ her to understand.

INDICATORS OF NON-LISTENER

Advising, giving solutions Why dont you Evaluating, planning You are definitely wrong Interpreting, analysing What you need is Lecturing, informing Here are the facts Name calling, shaming You are stupid Ordering, directing You have to Praising, agreeing You are definitely right Preaching, moralising You ought to Questioning, probing Why did you Sympathising, supporting Youll be ok, dont worry Warning, threatening You better not . Withdrawing, avoiding Lets forget it .

REQUIREMENTS TO BE A GOOD LISTENER

Stop talking! Avoid deciding what to say next Concentrate (avoid distractions) Want to listen Use empathy Strive to understand (hear between the lines) Sound like a listener (Tell me about) React (right, go on, OK) Check (clarify doubts as you go on) Note key points

COMMUNICATION & PRESENTATION SKILLS

Vincent DSilva Silva Management Services