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Work Place Etiquette www.OPOIE.com Career Skills (Mentoring) team
[email protected] +91-9999366662, +91-9999233336
An IIM Alumni Initiative www.OPOIE.com 2
An IIM Alumni Initiative 3 www.OPOIE.com
Etiquette - Rules governing socially
acceptable behavior
Basics of Personal Branding
Introduction Manners
Voice/ Phone Behavior
Dressing Sense
Body Language/ Presenting Skills
Mailing Norms
Dining Etiquette
Work Place Etiquette
An IIM Alumni Initiative www.OPOIE.com 4
5
Activity - Postures and Body Language
An IIM Alumni Initiative www.OPOIE.com 6
Basics of Personal Branding
An IIM Alumni Initiative 7 www.OPOIE.com
People marketing themselves and their
career as brands
Success comes from self-packaging
Ahimsa Khadi Swachhta
An IIM Alumni Initiative 8 www.OPOIE.com
The Real Branding
An IIM Alumni Initiative 9 www.OPOIE.com
An IIM Alumni Initiative www.OPOIE.com 10
Empathy
An IIM Alumni Initiative www.OPOIE.com 11
WIIFM
The first 12 words The first 12 steps The first 12 inches
You never get a second chance to make a first impression
Rule of 12
An IIM Alumni Initiative 12 www.OPOIE.com
Importance of Body Language
An IIM Alumni Initiative www.OPOIE.com 13
7 C’s Of Communication
Correctness
Clarity
Conciseness
Completeness
Consideration
Concreteness
Courtesy
An IIM Alumni Initiative www.OPOIE.com 14
• First impressions have significant impact Opening
• Encouraging words and openness gestures Reinforcement
• Listening instead of speaking Effective Listening
• Closed and Open Questions Questioning
• Process of feedback Reflecting and Clarifying
• Closing determines remembrance Closing
Verbal Communication
An IIM Alumni Initiative www.OPOIE.com 15
Basics of Personal Branding
Introduction Manners
Voice/ Phone Behavior
Dressing Sense
Body Language/ Presenting Skills
Mailing Norms
Dining Etiquette
Work Place Etiquette
An IIM Alumni Initiative www.OPOIE.com 16
Introduction Manners
Junior is introduced to senior (Say important person’s name first)
An IIM Alumni Initiative www.OPOIE.com 17
Punctuality/ Discipline
Greetings / Handshake / Business Cards
exchange
Eye Contact/ Nodding
Meeting closure / Follow-up
An IIM Alumni Initiative 18 www.OPOIE.com
K.I.S.S. • Keep it
Short and Simple
K.I.L.L. • Keep it
Large and Legible
Accurate Relevant Sober
Visual Feel
An IIM Alumni Initiative 19 www.OPOIE.com
Basics of Personal Branding
Introduction Manners
Voice/ Phone Behavior
Dressing Sense
Body Language/ Presenting Skills
Mailing Norms
Dining Etiquette
Work Place Etiquette
An IIM Alumni Initiative www.OPOIE.com 20
An IIM Alumni Initiative 21 www.OPOIE.com
Modulation Speed Volume Pitch Tone Accent
Voice
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Phone Etiquette
An IIM Alumni Initiative 23 www.OPOIE.com
Respondent elicitation
Limited interruptions
Prompt, crisp and relevant
Confirm the respondent
Introduction assistance
Three Rings Greetings
Scheduling/ availability
General Behavior
An IIM Alumni Initiative 24 www.OPOIE.com
Cell phone in vibration mode
Caller tunes/ Ringtones
Never call at odd hours
No chewing or eating
Mobile not to hamper productivity
In emergency, move out to attend call
Public place communication to be short
Missed call/ Call waiting
Record and hear
Basics of Personal Branding
Introduction Manners
Voice/ Phone Behavior
Dressing Sense
Body Language/ Presenting Skills
Mailing Norms
Dining Etiquette
Work Place Etiquette
An IIM Alumni Initiative www.OPOIE.com 25
An IIM Alumni Initiative 26 www.OPOIE.com
Appearance
An IIM Alumni Initiative 27 www.OPOIE.com
Expressions
Hairdo
Nails
Perfume
Tattoos
Jewelry
Footwear
Colors
Corporate dressing
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Red – stimulates emotion Green – inspires involvement or interaction Gray – indicates lack of commitment or
neutrality Blue – shows calm and conservative Yellow – shows cheerfulness and hope for the
future, restlessness and change, feelings of anxiety
Purple – implies mystical quality Black – indicates power and sophistication
Colors
An IIM Alumni Initiative 30 www.OPOIE.com
An IIM Alumni Initiative 31 www.OPOIE.com
Mirror reading Introspection by video
Basics of Personal Branding
Introduction Manners
Voice/ Phone Behavior
Dressing Sense
Body Language/ Presenting Skills
Mailing Norms
Dining Etiquette
Work Place Etiquette
An IIM Alumni Initiative www.OPOIE.com 32
An IIM Alumni Initiative 33 www.OPOIE.com
Cognitive Load Theory - Information
presented during learning process has
to be optimum
Core Concepts
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Kinesics (Gestures and movement)
Haptics (Power of
touch)
Vocalics (Vocal quality, verbal fillers)
Chronemics (Rhythm of
time)
Territoriality (Known/ own
space)
Proxemics (Distance comfort)
Gestures – Handshake
Dominance is shown by turning hand so that palm is facing down during the handshake
Submission is shown by turning hand so that palm is facing up during the handshake
Equality is shown by turning hand so that the palm faces neither up nor down
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Gestures – Hybrid Handshake Clasping the Arm Handshake Intended to demonstrate sincerity and warmth, but is often seen as a violation of personal space
Knuckle Cruncher Handshake Referred as “Texas Vice”. Socialization process which encourages boys to demonstrate their assertive, powerful, “manly” attributes
“Dead Fish” Handshake Hallmark of passive handshakes. Carries negative connotations and considered to demonstrate weak, apathetic or submissive individual
An IIM Alumni Initiative www.OPOIE.com 36
Gestures – Arms
Folded Arms
Defensive or Insecure.
Folded with
Clenched Fists
Defensive and Hostile
Feelings
Arm Gripping
Insecurity and Fear
Single Arm Cross
Signals Insecurity,
Subtle version
Sophisticated Arm Cross Barriers
Signifies Uneasiness
An IIM Alumni Initiative www.OPOIE.com 37
Gestures – Legs
Crossing at the Knee
Relaxed social leg crossing posture
Ankle on Knee
The “cowboy”
pose, predominately
male form
Leg Lock Position
Nervous or Defensive.
Predominately Females form
Ankle to Ankle Leg
Cross
Most relaxed, polite, demure
form
Foot Tapping or Wagging
Indication of impatience, boredom, or nervousness
An IIM Alumni Initiative www.OPOIE.com 38
Complex Gestures
Clenched Hands
At chest level against body,
indicates personal pleading.
At chin, signal of frustration or
negativity
Stapling
Reflects Confidence.
Raised hands is expressing
mode, Lowered hands
is receiving mode
Hand Chop
Aggressive gesture to
accent what is
being said
Presentation of thumbs
Signals
superiority or
dominance
Holding Hands
behind the back
Both hands behind the back signal confidence
An IIM Alumni Initiative www.OPOIE.com 39
Gestures - Deceit
Mouth Guard
Exaggerating or Lying
Nose Touch
Modified Mouth Guard
Eye Rub
Trying to Deceive
intentionally
Back Neck Rub
Frustration or Anger
Hands Behind Head
Relaxed, Superiority
An IIM Alumni Initiative www.OPOIE.com 40
Gestures - Others
Fingers on Chin
Decision Making
Hair Stroking
Attracted towards someone
Hair Twisting
Is
Distracted
Support Head
Straight
Listening & interested
Tilted Head
General Interest
An IIM Alumni Initiative www.OPOIE.com 41
Gestures - Eyes
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Gestures - Eyes
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Gestures - Eyes
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Basics of Personal Branding
Introduction Manners
Voice/ Phone Behavior
Dressing Sense
Body Language/ Presenting Skills
Mailing Norms
Dining Etiquette
Work Place Etiquette
An IIM Alumni Initiative www.OPOIE.com 45
Activity - Mail, Facebook, LinkedIn Profiles
An IIM Alumni Initiative www.OPOIE.com 46
Mail address
Subject and Separators
Timing of mail & Replies
Signature
Attachments
Mail Structure An IIM Alumni Initiative 47 www.OPOIE.com
Mailing Norms
An IIM Alumni Initiative 48 www.OPOIE.com
Smart Subject Lines
Addressing
Salutation
Content
Paraphrasing/ Paras/ Alignment
Font/ Size/ Spacing/ Volume
Finishing
Name and description
Mailing Etiquette
An IIM Alumni Initiative 49 www.OPOIE.com
Keep messages brief and to the point
Proper structure, Use sentence case. NO ALL CAPS
Remember that e-mail isn't private, Answer swiftly
Group e-mails only when necessary
Your tone is always heard in e-mail
If forwarding, do not change the wordings
Use templates for frequently used responses
Basics of Personal Branding
Introduction Manners
Voice/ Phone Behavior
Dressing Sense
Body Language/ Presenting Skills
Mailing Norms
Dining Etiquette
Work Place Etiquette
An IIM Alumni Initiative www.OPOIE.com 50
An IIM Alumni Initiative 51 www.OPOIE.com
Attention should be focused on people,
not on food
An IIM Alumni Initiative 52 www.OPOIE.com
BMW (Bread, Meal and Water). Bread and butter plate is on the left, the Meal is in the middle and Water is on the right
Solids on left, Liquids on right. Bread plate and butter knife are located on your left and your glasses are on your right
Take your seat from the left side of the chair and leave from the right
Table Etiquette
An IIM Alumni Initiative www.OPOIE.com 53
Say “Excuse Me” before taking the seat and before leaving the table. Say “You are welcome” rather than “No problem”
Say “Excuse me” or “I'll be right back” instead of “Am going to the restroom”
Eye contact, expressions and “Excuse Me” are the best ways to address the server/ waiter. Say “Please” and “Thank you” more often
Whenever a woman leaves the table or returns to sit, all men on the table should stand up
Sit up straight with arms near your body. Position elbows off the table while eating and on lap while not using your hands
Do not place any bags, purses, sunglasses, cell phones, or briefcases on the table
An IIM Alumni Initiative 54 www.OPOIE.com
Napkin Etiquette
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Unfold and place the napkin on your lap. If small-unfold completely, If big–fold it in half, lengthwise. Never tuck it into your shirt like a bib
Napkin Etiquette
An IIM Alumni Initiative 56 www.OPOIE.com www.OPOIE.com
If you need to leave the table during the meal, place your napkin on your chair as a signal to your server that you will come back
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Using Knife, Fork and Spoon
Food Etiquette
An IIM Alumni Initiative www.OPOIE.com 58
If you need to remove food from your mouth, remove it the same way it went in. Do not spit into a napkin
Your may take fish bones out with your hand after covering your mouth with other hand
For hard to scoop items, use knife or a piece of bread to push the items onto fork
Cut your salad if the leaves are too large
If you don’t like something, don’t eat it, but don’t make a big deal out of it
Other Table Manners
An IIM Alumni Initiative 59 www.OPOIE.com
•Wait until everyone has been served before you begin
•Bring food to your mouth – NOT your head to your plate
•Do not chew with your mouth open
•Small talk is appropriate
•Follow lead from the head of the table
•It is proper etiquette to cut only enough food for the next mouthful - one or two pieces
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Travel Etiquette
An IIM Alumni Initiative 61 www.OPOIE.com
Etiquette for Metro Commuters
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An IIM Alumni Initiative 63 www.OPOIE.com
An IIM Alumni Initiative 64 www.OPOIE.com
An IIM Alumni Initiative 65 www.OPOIE.com
Gymn Etiquette
Social Media Etiquette
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Social Media Etiquette
An IIM Alumni Initiative 67 www.OPOIE.com
An IIM Alumni Initiative 68 www.OPOIE.com
An IIM Alumni Initiative 69 www.OPOIE.com
Treat others as they want to be treated.
Thanks for contributing… All the very Best !!!
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