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7/29/2019 BusEtiquette.

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Workplace Expectations:Business Etiquette

Human Relations



Etiquette

When we use correct etiquette, we actappropriately in social and business situations.

Protocol is the part of etiquette that provides a codeof behavior for business, diplomatic, or militarysituations.

Proper etiquette shows respect, sincerity, and self-confidence.

Understanding the effects of good manners andprotocol in all cultures is increasingly important inour global society.



Courtesy

Courtesy and good taste are important componentsof etiquette.

Behaving courteously means… Considering others, even in little ways.

Respecting and encouraging theaccomplishments of others.

Being thoughtful of others.

Being democratic in our relationships.

Saying “thank you” with sincerity.

Using a friendly voice.



Importance of Etiquette

Lack of knowledge of protocol can causeembarrassment and misunderstanding.

Socially correct behaviors are importantwhen using technology.

A diverse population requires that we

interact properly and respectfully withpeople of all backgrounds.

To avoid feeling awkward or ill at ease insocial and official situations, a knowledge of

etiquette is essential.



Making a Good

Impression Appearance

Appropriate dress, hygiene, and

grooming send the right message. Table manners

Make business lunches and dinners more

comfortable and enjoyable. Introductions and handshakes

Show respect and put people at ease.



Cross-Cultural Etiquette

To avoid appearing disrespectful or offensive,learn as much as possible about customs and

nonverbal communication rules. Research norms regarding gift giving,

discussing family members, or beginningbusiness discussions.

Be watchful and understanding of differentstandards of behavior.

Learn some of the other language to show yourwillingness to communicate.

Be courteous and sincere.



Customer Interactions

How employees treat customers is a crucialfactor in the success of a business.

One rude employee can damage a business’reputation and drive away customers.

When communicating with customers, therule is “Do unto others as they would haveyou do unto them.”

Manners are as important incorrespondence and on the phone as in

person.



Customer Relations

Guidelines Never say anything about a customer that you

wouldn’t say to that customer.

Acknowledge customers immediately. Never leave a

customer unattended. Be pleasant and helpful and give a customer your full

attention.

Make sure your appearance, hygiene, and groomingare appropriate.

Say “please,” “thank you,” and “excuse me,” and callpeople by name.

Never tend to personal matters in front of acustomer.



Telephone Manners

Answer promptly and correctly. Be courteous andgracious (never rushed), and use a pleasant voice.

If answering for someone else, identify yourself, ask if

you can help, or take a message. Transfer calls only when necessary.

When a line is busy, tell callers if you are going toplace them on hold, and do not leave them on hold for

more than 30 seconds without returning. If the requested party is out, ask if someone else can

help or if you can take a message. Confirm the caller’sname and number.

Thank the person for calling before saying good-bye.



Workplace Netiquette

Do not send formal thank you notes via e-mail.

Avoid using “emoticons” such as : )

DO NOT USE ALL CAPITAL LETTERS; this is the

online equivalent of yelling and is inconsiderate. Avoid slang and acronyms that may be confusing.

Do not leave the “Subject:” field blank.

Avoid heavy formatting and images.

Do not forward jokes and personal messages withoutpermission.

Be understanding of others.

Follow your company’s e-mail policies.



Fax Etiquette

Call ahead to notify the recipient of an

incoming fax and check for any equipmentlimitations.

Be certain you have the correct number.

Do not leave a fax machine unattended ortie up the fax machine with unnecessarilylong transmissions.



Cell Phone and Pager

Etiquette

Immediately remove a noisy phone

or pager to another room. In meetings, lectures, theaters, etc.,

turn off the device.

If it is vital that you stay in touch,get a silent, vibrating pager orphone.



Interactions with

Associates Use networking to

get moral support and career guidance.

exchange information, ideas, and favors. Respect confidentiality.

Find a mentor who can give you objectiveguidance and advice in sensitive situations.

Be extremely sensitive to office politics andavoid office gossip.

Apologize if you do something wrong andrefrain from criticizing others.



Behavior Types

Passive Behavior Aggressive Behavior

Assertive Behavior



Passive Individuals…

Value themselves below others.

Do not appear self-confident when they speak.

Want to be liked and to please others.

Avoid confrontation.

Avoid eye contact.

Fail to communicate their wants and needs. May be indecisive.

May have internal anger due to loss of respect.

Can damage their careers by their inaction.



Aggressive Individuals…

Value themselves above others.

Say what they think at the expense of others.

May dominate or humiliate others.

Speak with an air of superiority.

May be demanding and rude andintimidate others.

May have trouble working with others.

Can damage their careers by their actions.



Assertive Individuals…

Are comfortable using correct etiquette.

Feel they are equal to others.

Are comfortable making choices anddecisions.

Are calm and confident.

Want to communicate and be respected. Speak clearly, calmly, and firmly, and use “I”

phrases.

Have relaxed and confident posture.

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