Etiquettes of Communication

7/29/2019 Etiquettes of Communication

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What is etiquette?

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Etiquettes of communication


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Etiquettes

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Etiquette is defined as the way of behaving in differentsocial situations that distinguish human beings from one

another.

OR

The manners and behavior which we demonstrate on

different occasions in order to ensure our social

responsibility as sophisticated human beings is referred

to as etiquettes.


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Types of etiquettes

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There are different types of etiquettes which weshow on different occasions e.g.

Social etiquettes

Business etiquettes

Eating etiquettes

Meeting etiquettes

Speaking etiquettes

Driving etiquettes etc.

Telephone etiquettes


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What is communication?

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Communication is a process in which message

moves from one person to another. The activity ofconveying information, sharing views, transferring

ideas and opinions .


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Etiquettes of oral communication

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Oral Communication involves the process ofcarrying out spoken conversation that takes place

between two or more persons and the exchange

of ideas is done through words uttered by speech

organs.

When we talk about the etiquettes of oral

communication, it means the way or the manner

in which we communicate with other people in our

social set up.


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Following are the etiquettes of oral

communication:

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Greetings

Introduction

Farewell

Requests

Advises

Recommendations


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greetings/shake hands

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Typical greeting questions

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How are you? How you doin'? How's it goin'?

How are things?How're things with you? How's business? What's new and exciting?

What have you been upto?

How was your day today?


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Responses to the questions

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Not Good! Awesome!

Fantastic

Pretty good.Great! Horrible!

Wonderful!

Fine. Not so good.

Not bad. I wish I could say things are good.

Things are well.


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Formal and informal Greetings in

English

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Formal Informal

Hello Hi, Hey, Ahoy!

How are you? Whats up?

How are you? I'm good, thank

you! And you?

How are you? good how r u?-

What's up-I'm _______ What's up- nothing much justchillin

how are you doing sir(or ma'am)

Very well, thank you.

Hey, how ya doing? Great, how

are you doing?

Are you fine- yes I am all right, and

you?

Hayy you alright - yup i'm cool

you?


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Two friends meeting

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Friends often say "Hi" to each other. Then they

often ask a general question, such as "How are

you?" or Whats up? or "How are things?" or

"How's life?

The reply to this question is normally positive.

"Fine thanks, and you?" "Fine thanks, what about yourself?"

"Not bad." Or "Can't complain."


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Greeting people you don't

know

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You can use "Hello" with people you don't know,

but a more formal greeting is "Good morning /

afternoon / evening." Your good name sir/

Maam?

The other person normally replies with the same

greeting as you have used and then makes politeconversation, such as I am------- or My name is----

---

"How was your trip?" or "Did you find our office

easily? etc


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Introductions

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The process of telling someone anotherpersons

name when they meet for the first time.

Formal personal presentation of one person to

another or others.


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Formal & informal introduction

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. I'm John. I'm Jackie. ( informal situation)

2. I'm John Kennedy.

I'm Jackie O'Neill. (full name in business formal situations)

3. (It's) nice to meet you.

(It's) nice meeting you. (It's) good to meet you.

4. Nice to meet you too.


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introducing oneself

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May I introduce myself? My name is Peter.

Let me introduce myself. My names.. .

Id like to introduce myself. Im. .

I dont think we've met before. Im. .


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introducing someone else

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Can/ May I introduce my best friend? This is.. .

Have you met his man before?

I'd like you to meet .

I want you to meet my friend Sara.

May I introduce our director Mr. Shaw ?

Ani would you meet Sue, my sister. Sue this is my friend Ani.

Here comes my colleague Mr. Steward. Steward have you evermet Arnold?


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Small exercise

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Think of the most suitable responses for the following phrases

How are you?

How is life with you?

Nice to meet you.

Have a good weekend.

You must be George Orwell.I hope to see you again.

Hey man, whats up?


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Farewells

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What is farewell?

The act of parting politely

An expression of good will for the person youare parting from. The words of politeness which we use whensomeone leaves or parts from us in order to express our bestwishes for him/her.


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Some images for farewell

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Farewells:

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GOOD-BYE. BYE.

GO WITH GOD.

SEE YOU LATER.

SEE YOU TOMORROW.

I'LL MISS YOU.

SEND MY LOVE TO... GREETINGS TO...

ALL THE BEST.

BEST WISHES.

HAVE A NICE DAY!


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formal expressions for farewell

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It was a nice time with you.

Hope to meet you again.

Stay in touch.

It was nice meeting you.

I hope to see you soon.


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Expressions for leaving a

place

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I got to go now.

Ill be leaving from the office in 20 minutes.

Im afraid I have to head off now.

Lets get off work early.

I need to depart for the airport in one hour.

Would you mind if I leave the dinner before it ends?


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Play the audio


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REQUESTS

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Request means to ask somebody to do something for

you in polite way.

We usually use such expressions as please or

kindly to get the things of our desire done by others .


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Requests

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We use cou ld youand wou ld youas polite waysof telling or asking someone to do something:

Could you take a message please?

Would you carry this for me please?Could I have my bill please?

Could you explain it again please?


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Less polite expressions

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canand wi l lare less polite/casual:

Can you take a message please?

Will you carry this for me please?

Will you close the door please?


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Small activity

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Requests Would it be all right if I parked here?

Is it ok if I drink my tea here?

May I use your pencil please?

Would you mind if I asked you something?

Possible answers

No. What?

I am actually busy with it right now.

No, this is a two-way zone.

Sure, make yourself comfortable.


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Advises & recommendation

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What is an advice?

By advice we mean telling someone about his mistakes andtry to give him/her some way out of the problem or difficultsituation.

When we feel or notice the need of correcting someone in hisor her actions, decisions and manners and give him thebest opinion to remove those shortcomings.


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Advising

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How to advise someone?

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Ensure your sympathy for the person you are going to advise.

Offer your opinion in friendly way.

Ask him/her what they want t do and what they need to do.

Avoid using insulting behavior/attitude.

Instead of beginning your advice with, You should have, or Why didnt you?realize whats done is done, and focus on what they can do or change right now.

Ad i i S (N t) T D S thi


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Advising Someone (Not) To Do Something...

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If I were you, I'd...( orIf I were you I wouldn't....)"

"You'd better (not)...

I think you'd be well advised to... (very formal)"

We can try to convince by presenting consequences:

If you dont stop doing it, you will be( punished, suffer, will lose, insulted)

You'd better (not)...


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advise someone of something

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to inform someone of specific facts or someother information e.g.

I hope you will advise Larry of the details of the proposal.

I'd certainly recommend you to visit that market.


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advise against something

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I don't think you ought to .

I don't think you should .

It wont be suitable for the person like you.

OR

This is something against your.

The way I see it, you should/shouldn't.
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Advising your employees/subordinates

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Keep your tone helpful and be careful of appearingjudgmental. Outline the evidence before pointing out theproblem.

We can also write the letter of advise to the employees if wefeel there is some correction required.

If you want to advise your staff members/ workers abouttheir habit of coming late to workplaces, you can write theletter in this ways you would seem more professional.


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Sample letter

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I would like to pass on the concern I feel regarding employees who

consistently arrive late for work. While I realize that traffic in the

morning is heavier due to highway construction, it is still

important for staff to be in their offices ready to begin work at9:00 a.m. I know that it may require extra effort, but punctuality is

an important element of customer service.


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Advising the clients/customers

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If we want to advise our customers/clients, following expressions can be helpful:

here is the list of useful items.

We think this is going to be more beneficial for you.

you d do better if chose this article/ item.

This is the right time for you to..


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Recommendations

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to advise someone to do something, especially

because you have special knowledge of a

situation or subject.

to say that something or someone is good, or

suggest them for a particular purpose or job.


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recommend something to somebody

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I recommend this book to anyone with an interest in chemistry.

I recommend you to visit this website to get your desired information.

It is dangerous to exceed the recomm ended dose.

Can you recommend a good lawyer?


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recommend somebody for something

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I have decided to recommend you for the directorship.

The chairman recommended him for the post of GeneralManager.


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Orders and instructions

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Orders

Order means totell someone to do something.

An order is a type of oral activity in which we try to

get something done by the people using a commanding

tone that indicates our authoritative position.

When we give orders or warnings to some body, we use imperative forms.

Be quiet!Take care!Listen to me carefully!

Put that file on my desk!


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Giving orders to your workers

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We should learn to give orders to employees and give them in sucha manner that the orders

motivate employees to do the job. This will build a mutualrespect between you and your work team.

Let employees know the reason you are giving them an order.

Use respectful words such as "please" when giving orders to your

employees.

Please count how much stationary is in the cupboard so that we'll know if we need to ordermore.


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I want you to finish this by tomorrow.

I'd like you to file this correspondence for me.

Turn the printer off when youre finished please.


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Giving instructions

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At one time or another, youll have to give

someone instructions for doing something.

A child

A colleague

A friend

Instructions do one of three things.

1) Tell people what is necessary2) what is wrong3) what is not necessary


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Purpose of instructions.

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The instructions you give could range anywhere from describingwhat you would like to havedone, to specifying a desired behavior, to showing someone howto accomplish something or some activity such as :

How to make a cup of coffee?

How to search for a topic on Google?How to use an elevator?

How to use a digital camera?

Hoe to use a photocopier? etc


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How to give instructions?

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Usually imperative tone is used to give instructions. If instructions are not carefully worded then they are likely to be

taken as insulting commands.

Be clear

Use direct and specific language. Say exactly what you mean.Dont leave people guessing.

Use friendly tone

Appropriate words


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Use of sequencing words

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Sequencing words are used to make instructionsclear within a process:

It is like the 1, 2, 3, 4 of your actions.

The most common are

First(ly)... Then... Next... After that... Finally...


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How to Make a Cup of Coffee

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Firstlyyou have to put the water into the bottom of the coffee maker.

You needn't boil the water, cold water is fine.

Next you have to put the coffee in the coffee compartment and screw the top of coffee makeron.

After that you need to put the coffee pot onto the stove.

Then turn the stove on high and wait. You don't have to move the coffee pot.

When the water boils and goes into the upper part of the pot you thenhave to remove thepot from the heat.

Finally you pour some coffee into a cup, add sugar and milk and enjoy.


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How to use a photocopier

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First, you need to turn on thephotocopier power. And Then you put the face ofthe paper that you want to copy, on the screen ofthe copier. Next, you need to select the size ofthe papersize and how many number of paperthat copies you want to copy.After that, you pushthe start button and the copier is starts working.Finally, you get the papers that you want.


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Giving instructions to employees

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Clear Instruction are Necessary for Desired Results in the WorkPlace. As a leader, you should sharpen your instruction givingskills so that even the most complicated of assignments canbe delegated to your employeeswith proper instructions.

Use diagrams and pictures.
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If you need to correct an employee's behavior, start bystressing the employee's value to the company, thenexplain why you want to see her behavior modifiedquickly so you can both get back to enjoying aproductive work environment.

Discuss the employee's strengths and why you thinkhe/she is the best person for a particular project.Emphasize your appreciation for his/her attention todetails and directions.


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When and where to do the work.What tools or equipment to use.What workers to hire or to assist with the work.Where to purchase supplies and services.What work must be performed by a specifiedindividual.What order or sequence to follow when

performing the work.


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APPOLOGIES AND REGRETS

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What is an apology?

The act of saying sorry to someone is known as apology.

OR

To tell some one that you are sorry for having done something that hascaused them problems or unhappiness. You use the expressions like:

I do apologize for...I'd like to apologize for...

I am so sorry for...


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Saying sorry

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Please, forgive me for...

Excuse me for ...I'm terribly sorry for...

Pardon me for this...

Please, forgive me for my....

Please, accept my apologies for.

Teacher : Rohit, you didnt show me your home work.

Rohit : I am sorry, Sir. I havent done it (apologizing)

I must apologize to Isabel for my late arrival.

I'd like to apologize for my trouble making.

"I feel bad about what I said yesterday.""I'm really angry with myself for this."


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Apologizing

More formal less formal

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I apologies for the delay inreplying.

I/We apologise for anyinconvenience caused.

Please accept our/my sincereapologies.

Sorry for the delay inreplying.

Sorry for theinconvenience.

I/We are very sorry


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Receiving/ accepting apology

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Following expressions are used to accept apology(For small matters)

That's ok" "No problem" "Don't mention it

(For more serious matters)

It's quite all right" "It's not important." "Don't worryabout it

(For when you are still very angry.)

You should be." "Well, that's not good enough""Don't do it again" "Oh, all right then."


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regrets

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What is a regret?

feel sad, repentant, or disappointed oversomething that one has done.

OR

Regret is a rational, intelligent and, on occasion,emotional reaction to some unexpected,unintended consequence of some event or action.


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Regret is often used in more formal types of

apology.

"Mr. John regrets he can't come to lunch

today.

I regret of telling a lie.

They regret on having spoiled your time.


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In business set up we may write the letters ofapologies and regrets to express our repentance

over some misbehave/misdeed.

Letter o regret

letter of apology.


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Sample letter of apology

I must beg your forgiveness for myinappropriate and insensitive remarks the other

night regarding your classroom structure and

curriculum. I reacted disgracefully in the heat of

our discussion and I later realized that I had notbeen given accurate details beforehand; I in no

way meant to belittle your expertise on the matter.

Documents

Etiquettes of Communication