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PROFESSIONAL
ETIQUETTES
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What is Etiquette?
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Websters II New College Dictionary: The forms andpractices prescribed by social convention or
by authority.
Oxford Reference Dictionary: The code of politebehavior in a society.
The conduct or procedure required by goodbreeding or prescribed by authority to beobserved in social or official life. - MerriamWebster Dictionary
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Etiquette means behavingyourself a little better than isabsolutely essential.
Will Cuppy
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Manners
Coded BehaviorCharacterHabitsThought
Websters dictionary defines it as the forms , manners, andceremonies established by convention as acceptable orrequired in social relations, in a profession, or in officiallife.
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Principles underpinning all
etiquette: the Golden andPlatinum rules
Golden: Treat others as you would like tobe treated
Platinum: Treat others as they would like
to be treated
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Difference Between School andBusiness
School Individual
Tests
Quantified
Customer
Objective
Written
Senior
Business Teamwork
Relationships
Subjective
Employee
Judgments
Verbal
Trainee
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Perception Equals Reality
Two Stages:
InitialPerception (Immediate)
SustainedPerception (Over Time)
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Initial and Sustained Perception
InitialPerception SustainedPerception
Presence Personal Substance Appearance & Professionalism Manner & Style Attitude
Etiquette Integrity
Awareness
Civility
Work Ethic & DisciplinePresentation Listening and Interpersonal Skills
Meeting Skills
Business Meals
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Etiquettes & Manners are your Soft Skills
Your Hard or Technical skills can get you a job Butwhat keeps you climbing the ladder of success are yourSoft Skills & Etiquettes..
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Factors Influencing Etiquette
Physical Grace Beauty Handsome
ExternalAppearance
Schooling
Family Friends Education Marital life
Psychological
Childhood Origin Parental
Heredity
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Where Etiquette is required
Personal Family Home, Schools, College Social, Cultural Office
When Etiquette is required
Part of your life
You and the environment
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Why Etiquette is required ?
Professional etiquette - must for Careerbuilds leadership, quality, business & careers It refines skills needed for exceptional service
Without Etiquette
You limit your potential Risk your image Jeopardize relationships
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Differentiates people in a competitive market
Honors Commitments to quality and excellence
Enables them to be confident in a variety of settings with a variety ofpeople from all walks of life
Modifies distracting behaviors and develops admired conduct
How Etiquette Pays Off !
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First Impressions
It is much easier to make a good first impressionthan to correct a bad one..
Rule of TwelveThe first twelve inches from the shoulders upThe first twelve steps a person takes
The first twelve words a person speaksAccording to a research, 55% of our behavior and appearance remains in the mind ofthe person we meet within the first 30 seconds! (Prof. Albert Mehrabian)
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People often speak of good manners as anaccomplishment. One should speak of them as a duty.
But what are good manners?
Such manners that society recognizes as being agreeable& acceptable to all..
....Manners that replace rudeness, crudeness andcoarseness with gentle behavior and finesse
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Every individual should observethe laws of politeness
It is the expression of good-willand kindness. It promotes both
beauty & gentleness in theperson who possesses it; andhappiness in those who spendtime around her/him.
It is a duty, and should be a part
of every formal training.
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Your Behavior
Social upbringingMaking Right FriendsCultivating the charmClass & Quality
Education
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Etiquette to make People Like You
Become genuinely interested in other people
SmileRemember that a mans name Be a good listener. Encourage others to talk about themselves.Talk in terms of the other mans interest. Make the other person feel important - and do it sincerely.
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Will formal training enhance yoursoft skills?
There is a lot of argument in the industry asto whether it is possible to enhance softskills in a few hours of training, especially
when one considers the fact that a personhas lived with those traits all his life. Tothis, the answer is harsh but real -- a
professional who wants to do well in his/her career does not really have a choice
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In the initial years of your career,
your technical abilities are important to get
good assignments. However, when itcomes to growing in an organization, it is
your personality that matters, more so in
large organization where several peoplewith similar technical expertise willcompete for a promotion.
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Personal Hygiene Skin Hair Hands Nails Tooth Feet
Shoes Uniform Jewellery
Mind & Soul
ThoughtsHabitsCharacterAttitudes
PosturesSitting
Standing Talking while standing Good Posture Impatience Sitting in Groups
PERSONAL ETIQUETTE
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Personal Etiquette
Dress Codes
Informal Formal
For the occasion guests, location, eventWhen in doubt - opt get into comfortable cloths
Casual appropriate jeans, shorts, etc.Business Casual open collar, slacks, skirtBusiness Professional jacket, tie, ladies suit or dressSemi Formal Suit for men, cocktail dress for womenFormal Suit or tuxedo for men, formal dress or sari, salwar
kameez for women.
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Dress Code - Men
Ties should reach your belt buckle
Wear a long sleeve shirt with a suit.
Socks match either pants or shoes.
Button suit or sport coat when standing.Two button coat button top buttonThree button coat button top two buttonsDouble breasted coat button all buttons
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The Size, color and fit of Socks
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A
BetterwaytoDress
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Dress Code - Women
Use fragrances sparingly. However important to smell good. So let
the fragrance be subtle.
Makeup and jewelry should be kept simple
If the men are wearing ties, you should be wearing hose
Avoid all clothing that is too revealing or too restrictive
Dont wear heels so high that you are unsteady (common height 2-3)
Nails should kept clean and nor very long
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Non Fussy and Clean, yet traditional
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Business & Workplace Etiquettes -
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You
Office Codes Behavior
Rules & Regulations
Policies & Principles
Regularity / Punctuality
Organising your day
Uniform / Dress Codes
Reporting for duty
Greetings
OFFICE ETIQUETTE
Subordinates
Casual / Contract Workers
Bosses
Superiors
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Treat People as if they were what they ought to be and you
help them to become what they are capable of being
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Showing Respect :
We all want respect, no matter what age we are, nomatter what position we hold or what job function wedo.
The key is to know that each person, no matter howlong they've worked or how adept their skill-set,deserves respect, because we are all human beings
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Etiquette to win People in your way
The only way to get the best of an argument is to avoid itShow respect to other mans opinions. Never tell a man he is wrong If you are wrong, admit it quickly and emphatically Begin in a friendly way
Get the other person saying yes, yes immediately
Let the other man feel that the idea is hisTry honestly to see things from the other persons point of view
Be sympathetic with the other persons ideas and desires Appeal to the nobler motives Dramatize your ideas
Throw down a challenge
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Greetings & Meetings
In todays workplace, gender is removed from all etiquette although it
varies in different cultural contexts.
Whoever reaches the door first, opens it and holds it for others. Howevertraditionally men always held doors open for female colleagues to gothrough.
One school of practice believes that a woman does not need to risewhen a male colleague joins the table. Although in the corporate worldtoday, both men and women rise to meet and greet someone, especiallywhen a handshake is involved.
It is not expected for a male business companion to seat a femaleassociate. Though tradition defines it otherwise.
Whoever extends an invitation to a meal pays for the meal.
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Some Rules :
..Address people by their formal name whenmeeting them for the first time, unless introduced to
them only by their first name
.Address everyone formally until they ask you to
use their first name. Do this with everyone you meet, it'sa sign of respect.
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Introduce everyone, no matter who they are.
To break barriers between different age-groups,
genders and nationalities, make people feel valued.
The best way to do this is to introduce people to others
whenever the opportunity presents itself Introducingothers shows youre etiquette savvy and helps you
make important allies too.
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Be the first to extend your hand for a handshake, andlook the person in the eye.
This small act of courtesy goes a long way in makingsure all people work well together.
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Give a good handshake that conveys the message,"Welcome! I'm open to engage in conversation with you!"
Limp handshake ? Work on improving it ,as instead ofshowing your warmth, confidence and charm it exposes
your lack of it !
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Etiquette for Reprimanding & Counseling
Begin with praise and honest appreciationCall attention to peoples mistakes indirectly Talk about your own mistakes before criticizing the other person Ask questions instead of giving direct orders Let the other man save his face
Praise the slightest improvement and praise every improvement.Be hearty in your approbation and lavish in your praise Give the other person a fine reputation to live up to Use encouragement. Make the fault seem easy to correct\ Make the other person happy about doing the thing you suggest
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Body Language
Your body language often reveals more about you thanverbal communication. Be conscience of it, because itis always being observed.
Good posture displays confidenceDont slouch stand and sit uprightDont fidget it is annoying and a sign of boredomKeep hands away from your mouth when speakingHonor others personal spaceBreak nervous habits, such as: gum chewing, drumming fingers, hairtwirling, nail biting, etc.
Dont show the soles of your shoes while sitting, especially in thecompany of individuals from other countries
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Establishes dominance orcommunicates there are issues.
Says, dont draw near keeps people at bay.
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Say "Please" and "Thank you"!
This little courtesy is vital to show respect. It makespeople understand you appreciate what they can do orhave done for you.
Forgetting a basic courtesy such as a "please" or "thank
you" shows lack of appreciation and concern for otherswhich is disrespectful and degrading.
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Conversation
All rapport is built upon conversationmost begin with small talk
Approach with a smile and eye contact
Open a conversation with a genuine compliment or an open endedquestion
Whatever you do, dont begin with a lecture about yourself.
Turn the spotlight on others.
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A Good Conversationalist:
Is polite
Is a good listener
Puts others at ease
Can discuss numerous issues
Asks good questions
Never interrupts
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Do not use sloppy languagewe are products of ourenvironment. Many a times we use words and the manner in whichwe use them are based on what we heard our parents.
Use correct terms.. Improve your vocabulary constantly.
Anyways, Preponed ?????
Using sloppy words will lessen your credibility withothers. Yeah!Rather than yes, You guys rather than you etc.
Giggling. Is not acceptable, distracting and an unprofessional
habit.
Inappropriate touching handshake is the only legitimate form of
touch in business. A pat, or a nudge or touch on the arm can beperceived differently in different cultures.
Hands above the board, not hidden away in pockets. It indicates
that one is holding something back.
Gumchewing does not belong to workplace. It is unprofessional!
Throat clearing as a habit during conversation can be very
distracting. When theurge to clear your throat becomes a habit, tryswallowing instead.
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Never interrupt someone In casual work environments,people can easily forget basic courtesy, andinterruption can sometimes becomes a real problem.
Remember that its always rude to interrupt, especiallywhen someone is making an important point or addressing
a group
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Walking unannounced or uninvited into someones office isanother form of interruption, and it makes a bad impression.
You may not need to make an appointment to see yourboss or a colleague, but you should always make sure theperson is not busy when you want to talk.
Telephone Tips
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Telephone Tips
Tone and voice clarity are moreimportant than the words you use.
Smile & speak clearly and slowly.
Return all calls within 24 hours.
Never eat, drink or chew gum whiletalking.
Always begin a call by introducingyourself, your company and with whomyou wish to speak.
When answering a call immediately writedown the callers name and repeat itduring the conversation.
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Remember Start with consideration and respect.
No matter whom you come in contact with, that person deservesbeing treated with respect and dignity .
Even if you dislike someone for his or herbehavior, youll come out on top if you maintaina respectful manner.
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"A true professional treats others with respect,
and expects the same from them." This doesn't mean you
have to let people step on you, but it does mean showing concern for theirfeelings, respecting their opinions, and being honest with them If you thinksomeone else is mistreating you, deal with it and tell them you won'ttolerate disrespect."
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Anyone who thinks that kindness isn't a necessity intoday's work environment isn't thinking.
Kindness is one of the most important skills in dealingwith people of all ages.
Every living thing responds to kindness. Use this skill forgood results in handling people. Help others wheneveryou possibly can
Kindness
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Never be late for an appointment the busier people are, theless tolerance they have for others being late its construed as
being rude!
Plan your meetings meticulously, efficient and productive..Start with an agenda, give each person a reason for being present,distribute the agenda to all well in time, begin the meeting on time,state the purpose, involve all , maintain control and summarize atthe end of the meeting, end the meeting promptly.
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Help your juniors and subordinates
Dont bully them or allow your
peers to do so.
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Refrain from Gossip..Keep gossip or hurtful informationto yourself.
Do not spread rumors or encourage them.
Gossiping is against the principles ofkindness.
Would you like someone to gossip about you?
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Respect everyones privacy Do not eavesdrop on anyone.
It is a RUDE thing to do !
Give each individual the space he or she is due, as you would
expect to be given your own space and privacy. Respect theirindividuality and privacy
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Do not encourage or indulge in politics at workplace
Refrain from Politics ! Indulging in Office Politics is against theaccepted norms of Etiquettes Refrain from getting involved in such
politics.
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Let go..
Dont let your emotions overrule your good sense.Maintain your professionalism at all times.
Never burn bridges behind you
Rather than placing yourself in a compromising position,
remember many a times Silence can indeed be golden
Be ready to seize and act upon any opportunities thatmay appear. Keeping yourself in a positive frame ofmind will ensure that you are always prepared to present aprofessional and polished image to any potential employer.
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Integrity :Maintain your integrity at all times When you make a promiseor give your word, you need to follow through on it If you areunable to keep the promise or fulfill the commitment, youmust be prepared to make amends and set things right
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Remember Trust is fragile... Very easily broken and verydifficult to regain.
Only People with integrity are the people wecan trust !
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Mind Your Language !
Language counts.
Your point wont come across any better if you use rude,
derogatory, or obscene language, no matter whom youreaddressing.
Talk like a professional and youll be seen and treated as one.
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Choose Your Companions Carefully :
Be careful which crowd you associate with It may be more fun to
hang out with the group that talks loudly, cracks jokes, and ridicules
coworkers, but doing so could leave a bad impression with the boss &others
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Its nice to fit in, especially when you have to spend so
much time with the same people... But the officeisnt a place where you hang out
with friends and get boisterous. Its aplace to get work done !!
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Keep your productivity high :
Keep your productivity high You are paid towork, so work ! No goofing in office hours
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Practice
Leave gender out of the equation :
Coworkers are peers, regardless of gender.
Be sensitive towards female colleagues.
Of course, dirty jokes, off-color remarks, and discussion of certain
private matters are an absolute no-no. Period!!!!!
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Dining Decorum
Give your guest the seat with the best view
Dont discuss business until after orders are
placed
Keep purses and briefcases off the table
Eat and drink slowly
Avoid sending food back
Pay if you extended the invite
Treat all restaurant staff with respect
Dining Etiquette
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Table settings are like road maps that guide you through
the courses of a meal. Forks are placed to the left of the plate Glasses or crystal stem-ware are to the right of the dinner plate. Knives and spoons are placed at the right side of the plate.
Remember the etiquette rule, solids to the left, liquids to the
right. During the courses of a meal you pick up the silverware piecesfrom the outside in, toward your plate.When posting a dinner, dont forget your guests special dietaryneeds. Do try a little of everything on your plate. Napkins are to remain on your lap until the completion of the meal. Do compliment the host/ess on the preparation, tastiness orpresentation of the meal
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A Formal Place Setting
Butter knife
Dessert spoon
Dessert fork
Water goblet
Red wineglass
Whitewineglass
Dinner knifeDinner spoon
Soup spoonDinner forkSalad fork
Salad plate
Dinner plate
Bread plate
Basic Table Manners
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Beginning of the meal
Posture Eating SoupIt is best to order foods that can be eaten with a knife and fork.Finger foods can be messy and are best left for informal dinning.
Do not order alcoholic beverages.
Do not smoke while dining out. Sit up straight at the table. It makes a good impression.
Do not season your food before you have tasted it. Never chew with your mouth open or make loud noises when youeat.Do not slurp soup from a spoon. Spoon the soup away from youwhen you take it out of the bowl and sip it from the side of thespoon. If your soup is too hot to eat, let it sit until it cools; do notblow on it.
Basic Table Manners
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Basic Table Manners
If food gets caught between your teeth and you cant remove it with
your tongue, leave the table and go to the mirror where you canremove the food from your teeth in private. You should not leave the table during the meal except in anemergency.Something that you need which cannot be reached easily, politely
ask the person closest to the item you need to pass it to you. Dropping down of silver ware Food spillage off your plate Spitting Removing inedible from the mouth
Offering food at table Finger Bowls
Foods to be taken by hands
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Foods to be taken by hands
Bacon Bread
Cookies Chips, French fries, Fried Chicken, and HamburgersHors dOeuvres, Canaps, Crudits Sandwiches Small fruits and Berries on the stem
Indian FoodsPizza Snacks.the list is expandable.
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Messy Meals
Avoid difficult-to-eat and odorous foods:
Lobster or crab
Corn on the cob
Unshucked oysters
Barbeque ribs
Fried chicken
Garlic
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UNDERSTAND GLOBAL VARIATIONS
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White Socks!
Tips to Look Your BEST
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Your appearance impacts your mood andconfidence
Dress to fit your audience & yourself
Clothing should fit & be well-maintained
Dark colors compliment your shape and create
the appearance of authority, but if the skin textureis darker go for earthy shades.
Polish your shoes people notice!
Quality accessories are important; briefcase,
purse, umbrella, etc
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BIG NO
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Your BEST
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AT THE WORKPLACE ..MUST NOT BE
TOLERATED OR ENCOURAGED
Sexual harassment has no place at work, or for that matter, incivilized society Do not allow or tolerate such behaviour If youobserve such behaviour, speak out against it Remember, it is
also a punishable offence !
Gender Discrimination :Gender Discrimination Do not discriminate against femalecolleagues. Allow them equal opportunities Be aware that what
men can do, women can also do, and maybe even do it better! Respect them as equals and acknowledge their contribution
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Office Equipment :
Office Equipment Its there to make your work easier Use it
judiciously. Handle all office equipment carefully.Care for it as you would for anything that you owned.Remember, misuse of office equipment leads to breakdowns,affecting your productivity.
Misuse of equipment also includes using it for your personalwork Office Telephones, Computers, Photocopiers, Transport &Stationery items etc are meant for Official use only. Avoid using
them for your personal work. Respect the trust thatyour employer has placed in you do not
violate it .
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Always keep these basics in mind :
.Understand that nobody is born with these etiquettes.One has to study & learn them. They can also be learnt byobserving others and imbibed by the process of Vicarious
Learning.
But neither are these difficult to learn or put into practice
And YOUR decision !
All it takes is the right Attitude ! Do you have it in you ?
In Conclusion
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In Conclusion
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