Office EtiquetteOffice Etiquette
Introduction
'Etiquette' is a French wordceremonial or other important occasionswas issued to visitors detailing what
Thus the ticket enlists the rulesThus the ticket enlists the rulesobserved in a polite society.
In a professional sense this includesand colleagues which is in their
Introduction
word which means a 'ticket', onoccasions a 'ticket' of instructionswhat they should do.
rules of well-mannered behaviourrules of well-mannered behaviour
includes behaviour towards clientsbest interests.
Let us take a look at the various rules of Office Etiquette
Let us take a look at the various rules of Office Etiquette
Etiquettes of Meeting & Greeting
● Go ahead & introduce yourself,wait for someone to introduceother’s response
● If you know the person’s nameIf you know the person’s nameyou are going to meet , Say theof the person who holds the positionof most authority and importance first
● Keep it basic - say the name onlyonce
● Clarify - some information aboutperson - keep it short
Etiquettes of Meeting & Greeting
yourself, don’tintroduce or
name thatname thatthe name
of the person who holds the positionof most authority and importance first
only
about the
Etiquettes of Meeting & Greeting
Contd……● When we are being introduced,
and shake hand
● When we are introducingwhom to introduce firstwhom to introduce first
-Junior to Senior-Fellow worker to client
● Keep smile on your face
Etiquettes of Meeting & Greeting
Contd……introduced, we should stand up
someone to other-know
5 Steps to handle
with ease ● Approach Each Client Situation in
Neutral“ Manner
● Honor Your Client's Perspective
● Be Curious About Your Clients
● Ask Powerful, Clarifying Questions
● Create a Clear Agreement About the and Next Steps
dle client interactions
with ease Approach Each Client Situation in a "Charge
Honor Your Client's Perspective
Be Curious About Your Clients and Their Issues
Ask Powerful, Clarifying Questions
Create a Clear Agreement About the Resolution
Remember……
● "If we don’t take care of our clients,someone else will."
Remember……
"If we don’t take care of our clients,someone else will."
E-mail etiquette
● Be concise and to the point
● Answer all questions
Use proper spelling, grammar and punctuation where● Use proper spelling, grammar and punctuation where
needed
● Do not attach unnecessary files
mail etiquette
Be concise and to the point
Use proper spelling, grammar and punctuation whereUse proper spelling, grammar and punctuation where
Do not attach unnecessary files
E-mail etiquette Contd..
● Do not overuse the high priority & reply to all option
● Do not write in CAPITALS
● Read the email before you send
● Always use smart subject lines avoiding URGENT or
IMPORTANT
mail etiquette Contd..
Do not overuse the high priority & reply to all option
Do not write in CAPITALS
Read the email before you send
Always use smart subject lines avoiding URGENT or
E-mail etiquette Contd..
● Never use email to discuss confidential issues
● Use meaningful subject Once the email discussion goes
beyond 2-3 replies
mail etiquette Contd..
Never use email to discuss confidential issues
Once the email discussion goes
General Email Format: The Basics● Subject: Request for………..
● Salutation: Dear Mr. Gupta
● Greeting: Greeting from company name
Main Body: This is in regard to your query● Main Body: This is in regard to your query
● Closing Statement: If you have any further query, Kindly revert & you can contactus on…
● Signature: Thanks & Regards
General Email Format: The BasicsRequest for………..
Dear Mr. Gupta
Greeting from company name
This is in regard to your queryThis is in regard to your query
If you have any further query, Kindly revert & you can contactus on… Thanks & Regards
Telephone etiquetteTelephone etiquette
Pre-call preparation
• Feel good about your work
• Smile
• Have a positive attitude
Always keep a notepad & pen • Always keep a notepad & pen
• Organize your desk
• Plan your conversation
call preparation
Feel good about your work
Always keep a notepad & pen Always keep a notepad & pen
Answering calls for others
● Identify yourself and the company
● Offer assistance in the absence of othersabsence of others
● Do not make commitments for others
● Take accurate messages & note down on a paper
Answering calls for others
Do not make commitments
Hold procedure & Transferring calls
• Seek permission
• Specify the duration
• Explain the reason for the transfer/hold
• Wait for the caller's response
• Get back to the caller in the committed time frame
Hold procedure & Transferring calls
Explain the reason for the transfer/hold
Wait for the caller's response
Get back to the caller in the committed time frame
Call closure
● Summarize what has been discussed
● Ask if you can provide further assistance
● End on a positive note ● End on a positive note
Call closure
Summarize what has been discussed
Ask if you can provide further assistance
While closing the call
●Have a pl
● Don’t sound rushed
● Pause at appropriate places
While closing the call
a pleasant tone and be courteous
Don’t sound rushed
Pause at appropriate places
Use of Personal Mobile Phone at work place
● Use Your Cell Phone Only for ImportantCalls
● Let Your Cell Phone Calls Go to Voice mailmail
● Find a Private Place to Make Cell Phone Calls, if call is important
Use of Personal Mobile Phone at work place
Use Your Cell Phone Only for Important
Let Your Cell Phone Calls Go to Voice
Find a Private Place to Make Cell Phone
Suggested phrases for Business telephone etiquette
● “S.C.Vasudeva & Co., this is Neha. How may I help you?”
● “Audit department, this is Somya. How may I help you?"you?"
● "Good morning, Accounts Department, how may I help you?"
Suggested phrases for Business telephone etiquette
“S.C.Vasudeva & Co., this is Neha. How may I help
“Audit department, this is Somya. How may I help
"Good morning, Accounts Department, how may I
Tips for creating a good image at workplace
● Use basic phrases of courtesy
● Use standard, accepted business phrases
● Avoid slang
● Do not chew gum● Do not chew gum
● Always help others in their work
● Keep your promises
● Smile while speaking
Tips for creating a good image at workplace
Use basic phrases of courtesy
Use standard, accepted business phrases
Always help others in their work
The Handshake !!
● The Limp Fish
● The Wrestler
● The Cup● The Cup
● The Finger toucher
● The Cling-on
● The proper handshake
The Handshake !!
The proper handshake
● Start with eye contact and a smile.
● Go for the thumb.
● Firm, not strong.
Up and down, not back and forth.● Up and down, not back and forth.
● Adjust duration.
● Consider your left hand.
● Close with eye contact and a smile.
The proper handshake
Start with eye contact and a smile.
Up and down, not back and forth.Up and down, not back and forth.
Close with eye contact and a smile.
Work EtiquetteWork Etiquette
Personal & Professional boundaries
● Refrain from using office supplies for personal use
● Avoid emotionally outbursts
Don’t groom yourself in ● Don’t groom yourself in public
● Respect others’ cubicle/office space
● Be friendly with colleagues at work but don’t get involve in friendship
Personal & Professional boundaries
Avoid emotionally outbursts
Be friendly with colleagues
Personal & Professional boundaries contd..
● Keep noise to a minimum
● Mind your own business
● Make Comfortable distance length awaylength away
● Avoid taking part in office gossips
● Always be on time.
● Don't "borrow"
Personal & Professional boundaries contd..
Keep noise to a minimum
Make Comfortable distance - 3 feet - or an arm’s
Avoid taking part in office gossips
Personal & Professional boundaries contd..
● Show respect to those around you
● Don't be a complainer
● Always answer your phone on the second or third ringring
Personal & Professional boundaries contd..
Show respect to those around you
Always answer your phone on the second or third
Dressing & GroomingDressing & Grooming
Tips for Women
● Dress● Accessories● Accessories● Jewellery● Make up
Tips for Women
Tips for Men
● Shirts● Trousers
Tie● Tie● Suits● Shoes
Tips for Men
Personal hygiene
●Avoid body odour
●Avoid use of strong Perfume
●Use mouth freshener
●Avoid pungent food
Personal hygiene
Avoid use of strong Perfume
Lunch at Office
● Treat office workers with respect
● Avoid making comments about the food
● Leave your eating area in better condition
Lunch at Office
Treat office workers with respect
Avoid making comments about the food
Leave your eating area in better condition
Office Party Etiquettes
● Always follow party dress code
● Don't Tell Dirty or Off-Color Jokes
● Don't Use Foul Language
Don't Talk About People Behind Their● Don't Talk About People Behind TheirBacks
● Don't Bring Uninvited Guests
● Don't Underestimate the Importance ofYour Guest's Behavior
Office Party Etiquettes
Always follow party dress code
Color Jokes
Don't Talk About People Behind TheirDon't Talk About People Behind Their
Don't Bring Uninvited Guests
Don't Underestimate the Importance of
Reporting SkillsReporting Skills
Things to be considered● The report must be concise
● The report must be relevant to
● The language of report must
●If you are reporting on behalf
effort must be reflectedeffort must be reflected
Things to be considered
to the work
be simple, direct and polite
behalf of the whole team the team
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● Reports must give a concrete outlook of the work done
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 doneReports must give a concrete outlook of the work done
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.
● And don’t forget “Keep smiling”● And don’t forget “Keep smiling”
ConclusionConduct yourself appropriately in your workplace and win appreciation from colleagues and seniors.
Following these Etiquettes will help you build productive relationships at your workplace.
And don’t forget “Keep smiling”And don’t forget “Keep smiling”
Thank You!Thank You!