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SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries. We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions. May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building. We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
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BUSINESS ETIQUETTES
BY: SOFT SKILLS WORLD
What is Etiquette??
Webster’s II New College Dictionary defines Etiquette as:
The forms and practices prescribed by social convention or by authority.
How Does Etiquette Benefit You?
• Differentiates you from others in a competitive job market
• Enables you to be confident in a variety of settings with a variety of people
• Honors commitment to excellence and quality• Modifies distracting behaviors and develops
admired conduct
“Be one step ahead, practice the social skills necessary to help you make a great first impression and stand out in a
competitive job market”.
Critical Etiquette Topics to Consider
• Etiquette Basics• Professional Appearance• Office Etiquette • Dining and Table Manners• Grooming & Hygiene
Etiquette BasicsCreating a positive image
• Behavior:• Exhibit a positive attitude and pleasant demeanor• Use a firm handshake• Maintain good eye contact • Appropriate introductions – introduce someone by their
title and last name (Ms. Mrs. Mr. Dr. Smith), unless otherwise specified
• Rise when you are introducing someone or you are being introduced
• Nonverbal communication is important• Show common respect and consideration for others
Professional Appearance• Grooming is fundamental
• Hair clean and styled appropriately
• Clean nails, skin and teeth
• Many professionals wear make-up (depends on field)
• Check fragrance and clothing care
• Wardrobe
– Professional Business Wardrobe-For women: skirted/pant suit, blouse or dress shirt, clean well maintained dress shoes (generally closed-toe shoe)-For men: suit, dress shirt, tie (well maintained dress shoes)
– Outerwear -Appropriate for women/men: Trench coat, umbrella
Professional Appearance
Professional Appearance• Business Casual Wardrobe
– For women: dress pants, shirt, blouse, well maintained dress or casual shoe (no tennis shoes, flip flops, etc.)
– For men: slacks/khaki pants, polo shirt, or other collared dress shirt, well maintained dress or casual shoes (no tennis shoes, flip flops, etc.)
**NOTHING SLOPPY**
Activity Time
Office Etiquette• Telephone –
– Use appropriate tone of voice– Maintain a positive attitude– Remove slang terms and use good listening skills– Take complete phone messages (name, date, time, reason for calling, where they can be reached)– Cell phone – TURN IT OFF
Office Etiquette• Email –
– Make subject line specific– Address emails– Reply to a question- copy question into your email and then provide your response– Follow standard writing guidelines - business letter format as a professional courtesy– Keep it short and concise– Include your name and contact information– REMEMBER – NOTHING is confidential when sent electronically
Office Etiquette• Cubical –
– Keep in mind that others work around you – Professional business calls only– Use your “inside voice” when on the phone or speaking with a co-worker– Remember cubical conversations and calls can be heard by others (use discretion and good judgment as there is no “free air space”)
Office Etiquette• Attending a meeting –
– Listen carefully
– Come prepared
– Be concise and articulate when speaking
– Show respect
Office Etiquette• Get to know the work culture –
– Unique sets of norms (breaks, lunch, meetings, workplace politics, etc.)– Find out what the organization values, philosophy of conducting business, work ethic, etc.– How and when do effective people communicate in the organization?
Office Etiquette• What is expected of you?
• Don’t talk too often about “College Days” –the faster you shed your student identity, the more easily you will begin to work in the new setting.
• Find out about the “informal” chain of command
Office Etiquette• Making a positive impression –
– Recognize that what you do early on will be magnified
– Remember your manners
– Be ready to learn, adapt and change
– Exercise professional maturity by showing good judgment and build good relationships
Office Etiquette• Show a healthy respect for colleagues experience and expertise
• Exhibit a positive attitude and know what your role will be on the team – How can I best assist?
• Leave your personal life at the front door
• Inquire about the proper way to respond to co-workers, supervisors, clients ( Business letter head, phone call etc.)
Email & Netiquettes
Top 7 email blunders
• With almost 2 billion people using email, it has clearly emerged as the most popular communication tool. As its usage soars, so do the chances of unknowingly committing a blunder. The following are the top seven "oops" moments:
1. Punching "Reply all" without thinking: Your colleague gets promoted and sends an email to the 34 people in the department. You punch in "Congrats dude!" and innocently click "Reply All", flooding 34 overcrowded mail boxes with this personal message.
Use "reply all" if your message may be of value to those marked cc, otherwise click "Reply" to sender only.
2. Cc to everyone: We all receive several emails in a work day, where we are marked cc, making us wonder why we are a part of this communication in the first place.
Tip: mark cc only to people who need to be in the know and this may change as the same mail goes back and forth between various business partners.
3. Confusion on action: It's pointless making your recipients read through a lengthy message trying to figure out the actionable. Bosses who send ambiguous emails run the risk of juniors interpreting the mail in several creative ways.
Tip: List the actionable items in a concise manner and if no action is required, simply mark FYI in the subject.
4. Sending the email to the wrong person: We've all heard horror stories, jeopardizing price negotiations by sending the email meant for one vendor to another, a manager complaining about his co-worker to his boss and mistakenly marking cc to the co-worker too...
Tip: Leave "To" field blank, punching in the address after you've finished typing your message.
5. Responding when sleepy/angry/drunk: A great recipe for disaster!
Tip: Save your response in the drafts folder, re-read it after a few hours and there's a high chance that you'll make some changes.
6. Believing emails are confidential: As it's an exchange between two people's computers, we get lulled into believing that emails are confidential. However, an email received by or sent from a corporate server will be logged in their system and can be checked for non-conformance.
7. All business can be done via email: You can't email a handshake! While emails are ideal for corresponding, creating a record or for staying in touch, business relationships are built the old-fashioned way i.e. by connecting on the phone or meeting face-to-face.
TIPS FOR PERFECTING YOURE-MAIL
• Do you have bad e-mail skills? • Are you spoiling your impression with your awful e-mail
manners?
Clean-up your act with these E mail etiquette tipspresented !
Perfecting Emails Tips
• Naming E Mail Id
• Know Your Audience
• Briefly Introduce Yourself
• Only Discuss Official Matters
• Be Careful With Confidential Information
• Respond In Time
• Don’t Send One-liners
Perfecting Emails Tips (contd.)
• Avoid Using Short Forms
• Keep E-mails Clean
• Be Clear In Your Subject Line
• Manage Attachments
• Beware Of The "Reply All“
• Keep It Short And Get To The Point
• Always Include A Signature
• Your E-mail Is A Reflection Of You
The Importance of Dining Appropriately
“Shirley Wiley, owner of Etiquette and Company, California, reports that roughly 80% of second interviews involve a
business meal”.
*Texas Health Resources, “Placement Manuals” August 2004
Professional Dining Basics• American Style Dining
• Arrive on time
• Wait to sit until host/hostess indicated the seating arrangement
• Put napkin in lap before drinking or eating
• Order easy to eat food
• Don’t order the most expensive items on the menu
Professional Dining Basics• Wait until everyone has been served before you begin to eat
• Bring food to your mouth – NOT your head to your plate
• Salt/Pepper pass together• Generally pass food to the right• Rest utensils on plate while talking• Do not talk with your mouth full• Do not chew with your mouth open
Individual Place Setting
Professional Dining Basics
• Proper posture is important• Table manners please!!
– (No gum, no elbows on the table)• “Please and Thank You”• Turn your cell phone off • Be responsible for keeping up and positively
contributing to the conversation• Small Talk is appropriate – topics such as :
– Books, sports, food, theater, travel, current events etc. – Follow employer’s lead
WHAT IS GROOMING?Grooming means dressing well, to be presentable to others
You may have to give a little more attention to how you dress at work
because what you wear may be substantially influencing your career
path
Although nothing takes the place of talent, hard work, innate ability
and ambition, looking your professional best in the workplace can give
you a competitive advantage
It simply means dressing in a way that projects an image of the
sophisticated , successful working individual you are or would like to
become
GROOMING
MEN
WEAR FORMAL SHIRTS IN OFFICE
AS A RULE, THE SIMPLER THE BETTER
Colours you can choose : White, off white, pale, blue shirts are preferred; though you may wear dark colored shirts too. (given below are the colours preferred by professionals).
EXAMPLES OF COMBINATION
DON’T WEAR !!
Shirts with thick stripes and checks
TROUSERS
1. They should preferably be dark though you may wear beige and with a dark colored shirt.
2. Try to have at least one pair of black trousers. 3. Trousers may or may not have pleats
TIES• To play it safe choose a traditional silk tie.• No loud colours or patterns.
Given below are some well accepted colours and patterns
• It may be wise to avoid ties with images and designer logos
APT LOOK OF TIE
Your tie should co-ordinate with your attireThe knot should be a perfect triangle.
DON’T
SOCKS
• Choose a color that coordinates with your trousers (usually black, dark gray, dark brown, or dark blue) Make sure they are long enough not to expose your skin when you sit down. As a thumb rule, do not wear white socks.Wear clean socks to avoid bad odour
SHOES
Wear a good pair of leather shoes- black and brown/tan shoes. Shoes must be polished everyday.
DON’T Do not wear shoes that look casual.
Also, do not wear shoes with worn out heels
BELTS
Wear only formal belts with a sleek buckle.As thumb rule, match your belt to your shoes.
BELTS
AVOID THESE BUCKLES.
Best fabrics for: Suits, jackets and
trousers: Wool/Wool blends - Can be
worn all year; do not wrinkle easily.Cotton blends - A cotton pin cord or poplin is for warm weather.
Accessories
Jewelry - No more than one ring per hand. Good quality watch in sterling silver, gold or stainless steel.No earring or stud.
DRESSING FOR WOMEN
Patterns• Indian• Western
Don’t mix and match above
Concept
• These days, when women are equally comfortable chairing boardroom meetings, corporate dressing has taken on a whole new meaning
• When it comes to working women, dressing up is all about blending the casual with the chic. Nothing too loud or flashy, but definitely a mix of buttoned up business basics along with a weekend casual business attire.
• The idea is to be a little conservative yet stylish without going the casual way
There is no point struggling
with a floating dupatta or a
wayward saree (unless you
are used to it and can carry
it off with élan) while
giving that boardroom
presentation
Work clothes for women have
graduated from sarees to salwar
kameezes, from westerns to what
are called Indo-westerns
Fusion fashion has given the
traditional salwar kameez a new
lease of life
The comfort factor is crucial
in this regard, which is
why western outfits are
popular across the age
board among women. The
emphasis is on fuss-free,
wash-and-wear clothing.
Shiny nylon and
bright nail paint are
a strict no-no . Make
sure the nail paint
isn’t shiny and avoid
colours such as
black, red and
orange. Hair should
not be falling all
over the face
Sensible and comfortable
shoes, in soft leather
and neutral colours,
complete the corporate
look for today’s women.
All that remains it to
put your best foot
forward in the
workplace.
Corporate colours are grey, black,
navy blue, brown and white.
The Indian palette is a national
asset and can be skillfully
corporatized into pleasant but
unfrivolous pastels and solids
like beige, beige-coral, deep
rust, terracotta or tone-on-tone
shades of green, blue and even
red.
For a formal occasion, business suits are ideal or a knee-length skirt. The shortest is four inches above the knee. No visible cleavage.
Trouser length should
be one and a half
inches from the floor to
the back of the heel.
Buttons, belts and fly of
the trouser should be
neatly aligned.
However, not all women
are ready to do away with
sarees and salwar-
kameezes yet, and these
Indian dresses are still
considered ‘formal’ by a
many blue-chip
companies
Accessories
• Purse
• Scarf
• Handkerchief
• Wristwatch
• Ear tops
HAIRS
• Oil
• Wash
• Hair style
• Hair colour
• Head lice
• Dandruffs
MAKE UP
• Don’t try to look like a pastry
• Should be pleasant
• Should be minimal
• Pastel shades of lipstick with a light
eye liner should do fine
WARDROBE
• Invest in your wardrobe
• Wear matching accessories
• Wear what suits you
• Comfortable wear
Women Need to Avoid
• Designer belts
• Heavy Jewelry
• Jhumkas
• Anklets
Be careful About…
• Long nails with exotic , over-the-top shades are for the filmy
babes
• Short, well-manicured nails
• If you must use nail paint, go for a single tone in light shades
of peach, silver or pink. French manicures are ideal
• Footwear - The heel on the shoe should not be more than
1.5 to two inches high
AVOID
• Dirty clothing
• Wrinkled clothing
• Baggy fit clothing
• Transparent clothing
• Big and dangling pendants and earrings
• Over piercing of ears and multi rings
• Wearing loud fragrance
When you leave the house, be sure to look the part of a professional
life
PERSONAL HYGIENE
PERSONAL HYGIENE